At Rooftop, keeping your home safe, sound and secure is always our priority. Damp, mould and condensation (DMC) can affect your health, your home and your comfort. That’s why we take every report of DMC seriously.
What is Awaab's Law?
In October 2025, Awaab’s Law was introduced. This new law requires social landlords, including Rooftop, to fix reported damp, mould and emergency repairs within strict timeframes. The law will focus first on damp and mould before covering further housing hazards from 2026.
- Emergency hazards will be investigated and your home made safe within 24 hours.
- Damp and mould and other significant hazards will be:
- Investigated within 10 working days
- Followed by a written update within 3 working days of the investigation finishing
- Your home will be made safe within 5 working days of the investigation finishing.
- If the work needed is complicated, we will begin work within 12 weeks.
Rooftop is committed to following the Awaab’s Law fully
We will investigate your report quickly, take action within timescales set by law and communicate with you about what is happening.
To respond, we have prepared and already made changes to ensure you have access to a team that will listen, diagnose, take action and fix the issue in line with the regulatory requirements of Awaab’s Law.
- New process for a speedy response
We now have a dedicated team who will log your report and arrange contractors to attend within the legal timescales.
- Experienced inspectors
Our Building Inspectors are experienced to identify the causes of DMC. If needed, they will visit your home and carry out a full survey.
- Video call inspections
We are introducing video call inspections. This means our team can see the problem in real time while you’re on the phone. It saves time and helps us decide what work is needed straight away.
We need your support to keep your home safe
There are things that you can do to help reduce condensation and mould in your home.
Manage the amount of condensation, clean small mould patches, keep your home well-ventilated and heated where you can minimise the risk. Check out information about damp, mould and condensation guidance on our website, please click here.
If you’re struggling to pay for heat, let us know and we can refer you to appropriate organisations to help you. There are various websites offering advice or where you can apply for support too, please check here.
Tell us straight away
Report damp, mould and condensation and other hazards to us as soon as you notice it.
Ways to report DMC
There are many ways you can report any DMC to us:
- Call us at 01386 420800
- Report it via the Live Chat function on the repairs webpage
- Fill out the online form on the DMC area on our website and upload photos of the worst affected areas.
- Send an email to enquiries@rooftopgroup.org
- Contact your Neighbourhood Housing Officer or a Rooftop member of staff
The earlier we know about a problem, the quicker we can take action and prevent it from getting worse.
Allow access
It is also very important that you allow our inspectors and contractors access to your home. Without access, repairs can be delayed.
Damp, mould and condensation can affect health, safety and the quality of life. By working together, we can make sure every Rooftop home is free from hazards.
.png)
