Awaab's Law Template Letters for Landlords

Why Written Communication Is Legally Essential

Under Awaab's Law — formally Section 42 of the Social Housing (Regulation) Act 2023 — landlords face strict statutory deadlines for responding to reports of damp, mould, and other prescribed hazards. Meeting those deadlines is only half the battle. The other half is proving that you met them. Without a clear, contemporaneous paper trail, a landlord who acted in good faith and completed every repair on time can still find themselves on the wrong side of an enforcement action, a compensation claim, or a regulatory investigation.

Written correspondence serves three critical legal functions. First, it creates an objective, time-stamped record of each step you took and when you took it. Second, it demonstrates to the tenant — and to any subsequent tribunal or ombudsman — that you took the report seriously and acted with due diligence. Third, it ensures the tenant has the information they need to cooperate with inspections, provide access, and understand the remediation timeline.

The Housing Ombudsman's Spotlight Report on Damp and Mould (2021) found that poor communication was a recurring failing in cases where landlords had actually carried out repair work but were still found at fault. The reason was simple: the landlord could not demonstrate what had been communicated, when, or how. The Ombudsman has since made clear that landlords should adopt a proactive, documented communication approach for every hazard report they receive.

Awaab's Law formalises this expectation. The regulations require landlords to provide tenants with written notice at key milestones: when a report is acknowledged, when an action plan is produced, and when remediation works are completed. Failing to provide these written notices is itself a breach of the landlord's obligations, regardless of whether the physical repairs were carried out on time.

Beyond legal compliance, written letters also protect landlords against unfounded complaints. If a tenant claims they were never informed about remediation plans or that works were not completed, a complete set of dated correspondence — sent by email and post — makes it straightforward to rebut those claims with evidence rather than assertions.

The Three Letters Explained

Awaab's Law compliance requires landlords to communicate with tenants at three distinct stages following a hazard report. Each communication serves a different purpose, carries different content requirements, and must be issued within a specific timeframe. Together, these three letters form the backbone of your compliance documentation.

Letter 1: Acknowledgement of Hazard Report

The acknowledgement letter must be sent as soon as reasonably practicable after the landlord becomes aware of the hazard report. Best practice is to issue this letter within one working day of receipt. The purpose is twofold: it confirms to the tenant that their report has been received and logged, and it sets out the next steps so the tenant knows what to expect.

What the acknowledgement letter must contain:

• The date the report was received and the method by which it was received (phone, email, letter, in person, online portal)
• A unique reference number for the case, which should be used in all subsequent correspondence
• A brief description of the hazard as reported by the tenant, in the tenant's own words where possible
• Confirmation that the landlord will investigate the report in accordance with the statutory timescales under Awaab's Law
• The name and direct contact details of the officer or team handling the case
• An indication of when the tenant can expect an inspection or further contact (e.g., "within 5 working days")
• Any immediate advice for the tenant, such as increasing ventilation or reporting any worsening of the condition

The acknowledgement letter should be written in plain, accessible English. Many tenants will not be familiar with terms such as "remediation" or "prescribed hazard," so avoid jargon and explain clearly what will happen next. If the tenant's first language is not English, consider providing a translated version or signposting translation services.

Letter 2: Remediation Action Plan

The action plan letter is the most important of the three from a compliance perspective. Under the regulations, landlords must complete their investigation and provide the tenant with a written action plan within 10 working days of becoming aware of the hazard. This is a hard deadline — not a target — and failure to meet it constitutes a breach of the landlord's statutory obligations.

What the action plan letter must contain:

• The case reference number and the date of the original hazard report
• A summary of the investigation findings, including what was inspected, what was found, and what the root cause of the hazard is believed to be
• A detailed description of the remediation works to be carried out, broken down into individual tasks where appropriate
• The proposed timeline for each stage of the works, with specific dates rather than vague timeframes
• Confirmation that all works will be completed within the 12-week statutory deadline, or a clear explanation if an extension is being sought and on what grounds
• Details of any interim measures being put in place to protect the tenant's health while works are ongoing (for example, providing dehumidifiers, temporary rehousing, or mould treatment)
• What the tenant needs to do to facilitate the works, such as providing access, moving furniture, or reporting any changes in the condition
• Contact details for the officer managing the case and instructions on how to raise concerns or complaints about the process

The action plan is not merely a letter — it is a formal record of the landlord's commitment to a specific course of action within a specific timeframe. If the works later deviate from the plan (for example, because additional defects are discovered), the landlord should issue an updated action plan letter explaining the changes and the revised timeline.

Letter 3: Completion of Remediation Works

The completion letter is sent after all remediation works have been finished. It formally closes the case and provides the tenant with a record of what was done. This letter is essential for demonstrating that the landlord met the 12-week deadline and that the hazard has been fully addressed.

What the completion letter must contain:

• The case reference number and dates of the original report and the action plan
• A summary of all works completed, with dates of completion for each item
• Confirmation that a post-completion inspection has been carried out and that the hazard has been resolved
• Details of any follow-up monitoring that will take place (for example, a return inspection in 3 or 6 months to check for recurrence of damp or mould)
• Advice for the tenant on steps they can take to reduce the risk of recurrence, such as maintaining adequate ventilation and heating
• An invitation for the tenant to report any recurrence or new concerns promptly
• Information on how the tenant can raise a complaint if they are dissatisfied with the works or the process

The completion letter should not be sent until the landlord is genuinely satisfied that the hazard has been resolved. Sending a premature completion letter — before works are truly finished or before a post-completion inspection has been carried out — creates a significant compliance risk. If the hazard recurs shortly after the letter is issued, the Ombudsman or Regulator may conclude that the landlord's investigation was inadequate or that works were signed off prematurely.

Best Practice: Delivery Methods

Every letter should be sent by both email and first-class post. This dual-delivery approach is strongly recommended by the Housing Ombudsman and provides the best possible evidence that the communication was issued. Email provides an instant, time-stamped delivery record, while posted letters ensure the tenant receives the communication even if they do not regularly check email.

When sending by email, use a dedicated repairs or compliance email address (such as repairs@yourorganisation.co.uk) rather than a personal staff email. This ensures continuity if staff change and makes it easier to retrieve correspondence during audits. Request a read receipt where possible, but do not rely on read receipts alone as proof of delivery — many email clients block them automatically.

When sending by post, keep a copy of the letter on file and record the date of posting. For particularly high-risk cases — such as properties with vulnerable tenants or cases involving emergency hazards — consider using recorded or tracked delivery so that you have proof the letter was received.

If your organisation uses a tenant portal or housing management system that allows messages to be sent and tracked digitally, this can serve as an additional delivery channel. However, it should supplement email and post rather than replace them, as not all tenants will regularly access online portals.

Record-Keeping Requirements

Maintaining a comprehensive record of all correspondence is not optional — it is a fundamental part of Awaab's Law compliance. The Regulator of Social Housing and the Housing Ombudsman both expect landlords to be able to produce a complete audit trail for every hazard report, from initial receipt to final resolution.

For each case, your records should include:

• A copy of every letter sent (acknowledgement, action plan, and completion), together with the date and method of delivery
• Any email delivery confirmations or read receipts
• Records of any telephone calls or in-person conversations with the tenant, including date, time, attendees, and a summary of what was discussed
• Photographs taken during inspections and after works are completed
• Copies of contractor invoices, work orders, and completion certificates
• Notes on any access issues, tenant requests to reschedule, or other delays and how they were resolved

Store all records digitally in a centralised system that is backed up regularly. Paper records should be scanned and filed alongside digital correspondence. The Ombudsman has been critical of landlords who store records across multiple disconnected systems, as this makes it difficult to reconstruct a complete timeline when complaints are investigated.

Retain all hazard report records for a minimum of six years after the case is closed. This aligns with the standard limitation period for civil claims and ensures you have evidence available if a historic case is reopened or a compensation claim is brought.

Template Letters — Read on Page

Below are the three template letters formatted for reference. These are simplified examples — the downloadable versions in the Compliance Pack include fillable fields, formatting, and additional guidance notes for each section.

Get the Downloadable Versions

The template letters above are provided for reference so you can understand what each letter should contain and how it should be structured. However, for day-to-day compliance use, you will want professional, print-ready versions with fillable fields that your team can customise for each case.

The Awaab's Law Compliance Pack includes all three template letters in editable format, along with the full inspection checklist, remediation action plan template, evidence documentation log, and deadline timeline. Everything your organisation needs to comply with the statutory requirements is included in a single, instantly downloadable package.