From risk to resolution: how Active Assessor helps you stay ahead of Awaab's Law

What does Awaab's Law mean and why does it matter?

Damp and mould aren’t just inconvenient maintenance problems - they’re serious risks to tenant health, regulatory compliance, and the reputation of housing providers. Nearly 1 in 7 social homes in England failed to meet the Decent Homes Standard in 2023¹. On top of that, the NHS is estimated to spend £1.4 billion a year treating health issues related to cold, damp housing².

And yet, more than half of tenants experiencing condensation, damp or mould don’t report it. Often, they don’t recognise the early signs, or they simply don’t believe they’ll be taken seriously. This silence leaves landlords in the dark and turns small, fixable issues into expensive, high-risk problems.

The tragic death of Awaab Ishak in 2020 brought national attention to the dangers of mould in social housing. In response, Awaab’s Law was introduced in 2023, significantly raising the bar for housing providers. Under the new legislation, social landlords must investigate hazards like damp and mould within 14 days, begin necessary repairs within 7 days, and complete the work within 21 days. This has turned what was once a service expectation into a legal requirement. But with so many issues going unreported, housing providers are left vulnerable. Failing to detect or act on early signs doesn’t just put tenants at risk—it can now result in legal and reputational consequences.

Most housing providers care deeply about tenant safety. The problem isn’t willingness—it’s capacity. Maintenance teams, IT departments, and customer contact centres are already stretched thin. Spotting early-stage issues requires tools they simply don’t have.

Traditional, manual inspections are expensive and slow. Reactive workflows leave little room to get ahead of problems. And despite growing demand for proactive service, only 13% of customers actually receive it. The systems many teams rely on today are fragmented, outdated, and not fit for the pressures of a post-Awaab world.

The solution: Active Assessor by 8x8 

This is where Active Assessor steps in. Developed by 8x8, it’s a quick and cost-effective way for housing providers to detect early warning signs of damp and mould before they become urgent—and expensive - issues. Tenants receive a short, simple survey via SMS, asking yes-or-no questions designed to flag signs like condensation, black mould spots, or damp walls. There’s no need for an app or even a smartphone. It’s easy to complete from anywhere - at home or on the move—and integrates directly with the 8x8 Contact Centre. That means your team can triage issues quickly, prioritise urgent cases, and follow up faster than ever before.

How Active Assessor works

Active Assessor does more than just collect information. It automates much of the follow-up process, reducing admin time and eliminating bottlenecks. For more complex issues, tenants can be invited to use a secure, one-way video link that allows teams to see what’s going on without sending someone out. A recent pilot with Platform Housing showed that 39% of issues could be resolved remotely using this method - cutting down on costly site visits, reducing out-of-hours callouts, and helping engineers arrive better prepared when a visit is needed.

Results that matter

As regulation tightens and expectations rise, housing providers are under growing pressure to prove that their homes meet quality standards. Active Assessor helps by capturing valuable data about property conditions and tenant engagement. This insight can be used to plan maintenance more effectively, respond faster, and report confidently to regulators and stakeholders.

Smarter technology for safer homes

Active Assessor helps housing organisations take control. It transforms how issues are reported, assessed, and resolved—reducing cost, improving service delivery, and keeping tenants safe and heard. Most importantly, it helps you meet the demands of Awaab’s Law before problems escalate, ensuring faster fixes, healthier homes, and better peace of mind for everyone involved.

Stay ahead of regulation

Meet - and exceed - expectations under:

✅ Awaab’s Law

✅ Decent Homes Standard

✅ Social Housing (Regulation) Act 2023

✅ Ombudsman Code of Practice

Ready to modernise your housing response?

Book a personalised demo and discover how Active Assessor can work for your organisation.

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