We have trained our colleagues to ensure they continue to meet the needs of our residents. During this training, we developed the acronym CARE to use when working residents: • C heck for contact preference and any vulnerabilities • A sk is there anything we need to be mindful of when we speak to or visit you? • R espect individual and sensitive issues - think about how you would feel and don’t make any assumptions • E mpower customers to build fairness, confidence, and value for everyone You can read more about the ‘getting to know you’ campaign here. Awaab’s Law Awaab’s Law follows on from the publication of the Housing Ombudsman’s Spotlight on Damp and Mould and the inquest into the death of toddler, Awaab Ishak. Although the Government enacted Awaab’s Law on 27th October 2025, which falls outside of this reporting period, we feel it is important to provide an update on how we’re ensuring compliance with the new legislation: • We’ve updated systems, processes and equipment • We’ve trained teams to recognise the early signs of damp and mould, so that any colleague can report it • We use the information from our annual stock condition surveys, alongside Energy Performance Certificate (EPC) data, to prioritise works that we know will improve the thermal performance of homes, such as our window replacement programme. This all helps in our commitment to helping prevent damp and mould from happening in the first place. Linked to this, to make sure our responsive repairs service meets the needs of residents, regulations and legislation, we’ve also just published a new Responsive Repairs Policy, co-designed with our Resident Scrutiny Panel. Visit the healthy homes web page here to find hints and tips for preventing condensation and mould. If you’re concerned about condensation or mould, it’s really important that you report it to us as soon as you notice by using the contact details at the end of this report.
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