Awaab’s Law: Why compliance starts with compassion

By Nadhia Khan, Executive Director of Customer and Community, Rochdale Boroughwide Housing

Awaab Ishak was just two years old when he died in a Rochdale Boroughwide Housing property. His death was a tragedy, and it was also a wake-up call for the whole housing sector.

A child lost his life in one of our homes and now, Awaab’s Law is being introduced to try and ensure such an absolute failure never happens again. But laws alone won’t fix what’s broken. That takes people. It takes leadership. And it takes a deep, unwavering commitment to putting customers first.

At its core, Awaab’s Law is about accountability. It sets clear expectations for how landlords must respond to hazards such as damp and mould, and how quickly. But it’s also about something deeper; recognising that every house is someone’s home, and every delay, every missed repair, has real human consequences.

Landlords will be required to investigate and resolve complaints within strict timeframes. They’ll need to communicate clearly and accessibly with customers, especially those who face language or literacy barriers. And if they fail to act, there will be consequences; not just policy breaches, but potential prosecution.

The road ahead isn’t easy. Many of us are working with ageing housing stock, limited budgets, and stretched teams. But that doesn’t excuse inaction. It just means we need to be smarter, more collaborative, and more focused than ever. Leaking roofs, poor ventilation, and outdated heating systems are common, but they’re not inevitable. We need to prioritise repairs that protect health and dignity. Years of silence and slow responses have left many customers feeling unheard. We can’t rebuild that trust overnight, but we can start by showing up, listening, and following through. If customers can’t report problems or understand their rights, we’ve already failed. Communication must be inclusive, respectful, and proactive. And we must invest in our people; in training, in recruitment, and in the tools they need to do their jobs well.

This isn’t just about compliance. It’s about culture. It’s about choosing to lead with empathy and purpose. We need to know our homes, not just on paper, but in reality.

That means carrying out detailed surveys, such as the full stock condition survey we’ve just done here at RBH; understanding where the risks are, and not waiting for complaints to act. It means listening to customers – not just through surveys, but through real conversations. It means equipping our teams to spot the signs of damp and mould and empowering them, with the right tools, technology and sound leadership, to act quickly.

Awaab’s Law is a legal response to a very human failure. But it’s also an opportunity to reset, to reflect, and to recommit to what housing should be: safe, secure, and centred on people. This law reminds us that homes are not just buildings. They’re where children grow, where families rest, where lives unfold. And every one of us working in housing has a role to play in protecting that.

We owe it to Awaab’s family. We owe it to every customer. And we owe it to ourselves to build a sector we can be proud of.

Nadhia Khan presented this topic at PfH Live 2025