Awaab’s Law sets out clear legal timelines for investigating and acting on significant damp and mould hazards, and all emergency hazards. It also places a significant focus on resident communication within a specific timeframe, as well as the content of the communication.
To help define what “good” looks like, the Housing Ombudsman introduced the 4Ts framework: Timely, Transparent, Tailored, and in the right Tone. In other words, how clearly, promptly, specifically and empathetically are landlords communicating with residents throughout the process. The Ombudsman reports have consistently called out poor communication in the majority of damp and mould complaint cases, so regulating that part of the process certainly comes as no surprise.
Why Resident Communication Has Moved to the Forefront
Most providers already understand the reputational risks of poor communication. But when residents aren’t kept informed of what’s happening - from the when to the why - Ombudsman casework shows that complaints escalate, regardless of how well the physical repair work is progressing. Going forward, housing providers that rely on contact centre scripts or siloed systems, could risk frustrating residents and increasing their exposure.
The Bar Has Been Raised
The expectation is now crystal clear: residents must be kept informed in a way that is proactive, thoughtful, and adapted to their needs. The Housing Ombudsman’s reports have repeatedly highlighted that poor communication is the most common thread in damp and mould complaints. So let’s unpack what the required 4Ts framework mean for providers:- Timely means providing updates as the situation unfolds, not after the fact- Transparent means being clear about what’s happening, what isn’t, and why- Tailored means acknowledging residents’ specific vulnerabilities and concerns- Tone means delivering updates with respect and care, not cold copy-paste replies
Meeting this bar will require two key shifts for most housing providers:
Implementing technology that enables real-time, tailored updates. In addition, tools powered by AI can support the actual writing of communication with smart message suggestions, to help staff deliver better communication, faster.
Investing in training so that frontline teams understand how to communicate with clarity and empathy. This will be especially helpful as not everyone is confident in writing messages that strike just the right tone, regardless of how compassionate they may be.
What Good Looks Like in Practice
Effective resident communication doesn’t have to be complex. But it must be built into the workflow and not treated as an afterthought. With Plentific’s platform, housing providers can:
Triage and categorise repairs in real time, with alerts and fast-track scheduling to support 24-hour compliance
Send SMS and email updates to residents at every stage - job raised, appointment confirmed, repair completed
Provide appointment reminders and request feedback post-repair
Automatically notify residents of appointment changes and revised schedules
Use AI-generated repair summaries to support resident updates and written statements
Integrate with CRMs for centralised communication, complaints tracking, and housing history
Provide a resident-facing portal where key updates, documents and alerts are available in one place
Support staff with tone-of-voice tools that encourage clarity, empathy and respectful language
Enable AI-powered adjustments to written communication for consistency and tone sensitivity
Create a communication timeline that is fully auditable and exportable
Case Insight: Personal, Prompt and Reassuring
Staff at Peabody were surprised by how intuitive the Plentific communication tools felt. Other providers have indicated that keeping residents in the loop - especially during delays - has contributed to reduced complaint volumes and stronger satisfaction levels. As Peabody put it: “It’s just so straightforward. It’s like texting a contractor directly, and they reply. I think the reason why the resident satisfaction is so high is because of what we’re able to deliver for people.”
Communication Is Compliance
Too often, communication is still seen as a soft skill. Under Awaab’s Law, it must now be treated as a key compliance function. Providers who can deliver timely, transparent, and human updates are far better placed to meet legal standards and retain resident trust. Download the Resident Communication Readiness Scorecard to evaluate your current approach and identify the gaps that matter most.
