Recording repair progress under Awaab's Law necessitates meticulous documentation of every step, from initial report to full resolution. This includes precise timestamps, detailed descriptions of defects, photographic evidence, and comprehensive records of all communications. Such thoroughness ensures compliance and safeguards tenant well-being.

Awaab's Law represents a pivotal shift in housing standards across the UK, directly addressing the critical need for safe and healthy living conditions. Enacted in response to the tragic death of Awaab Ishak, whose life was cut short due to prolonged exposure to mould in his home, this legislation mandates strict timeframes for social landlords to address hazards. Therefore, the practices for recording repair progress are not merely administrative tasks; they are fundamental to upholding tenant rights and preventing future tragedies. Indeed, the law stipulates that social landlords must investigate hazards within 14 calendar days, provide a written action plan within another 14 days, and then commence repairs within specific timeframes – six months for non-urgent hazards and 24 hours for urgent "category 1" hazards.

Understanding the Mandate: Awaab's Law and its Implications

Awaab's Law, as an amendment to the Social Housing (Regulation) Act, places significant legal obligations on social landlords. Its core objective is to ensure that properties are free from serious hazards, particularly those related to damp and mould. Therefore, effective record-keeping is not just about ticking boxes; it's about building a robust, auditable trail that demonstrates compliance and diligence. When a repair is reported, it triggers a cascade of responsibilities. Landlords must act swiftly and transparently, and their progress must be demonstrably clear at every stage. In essence, the law demands a proactive, rather than reactive, approach to property maintenance and tenant safety.

The Cornerstone of Compliance: Initial Reporting and Triage

The very first step in recording repair progress under Awaab's Law is the accurate and comprehensive logging of the initial report. This seems obvious, yet its importance cannot be overstated. Every detail matters here. When a tenant contacts their landlord to report an issue, the precise date and time of this communication must be recorded. Furthermore, the method of contact – be it phone call, email, online portal, or in-person – should also be noted. This establishes the definitive starting point for the statutory timeframes.

Beyond the logistical details, the initial report must capture the essence of the problem. What exactly is the tenant reporting? Is it visible mould? A persistent leak? A heating failure? The initial description of the defect needs to be as specific as possible. Training frontline staff to elicit and record this granular detail is crucial. For instance, rather than simply "damp," the record should specify "visible black mould on the north-facing wall of the bedroom, covering an area of approximately 1m x 0.5m." This level of detail immediately informs the triage process and subsequent actions.

Upon receiving the report, a prompt assessment of the hazard's category is imperative. Is it a "category 1" hazard, requiring urgent attention within 24 hours, or a "category 2" or "non-urgent" hazard with a six-month repair timeframe? This classification dictates the immediate response protocol and, consequently, the repair progress timeline. The justification for this classification should also be documented, possibly referencing housing health and safety rating system (HHSRS) guidelines.

Building the Evidentiary Trail: Photographic Documentation and Assessments

Visual evidence is indispensable in recording repair progress. Before any work commences, photographic or video documentation of the reported defect in its original state is paramount. These images serve as irrefutable proof of the issue's existence and its initial severity. They also provide a baseline against which the effectiveness of the repairs can be measured. Each photograph should be timestamped and clearly labelled, indicating the location within the property and the specific defect it depicts.

Following the initial report, an authorised professional should conduct a thorough inspection. The findings of this inspection, including detailed observations, measurements (e.g., moisture readings for damp), and an assessment of the underlying causes, must be meticulously documented. This assessment should go beyond superficial symptoms to identify the root cause of the issue, whether it's a structural defect, inadequate ventilation, or a plumbing fault. For example, if mould is present, the inspection report should ascertain if it's due to condensation, rising damp, or penetrating damp.

The written action plan, mandated by Awaab's Law, forms a critical part of this evidentiary trail. This plan, provided to the tenant within 14 days of the initial investigation, must clearly outline the identified hazard, the proposed remedial actions, and the anticipated timeframe for completion. Crucially, any temporary measures put in place while awaiting permanent repairs should also be documented within this plan. This ensures transparency and provides the tenant with a clear understanding of the steps being taken.

The Lifecycle of a Repair: Tracking Progress and Communications

Recording the actual repair work is an ongoing process. Every visit to the property by a contractor or landlord representative must be logged. This includes the date and time of the visit, the names of the individuals present, the work undertaken during that visit, and any observations made. If a repair requires multiple stages, each stage should be individually documented. For instance, if mould treatment involves cleaning, drying, and then repainting, each of these actions should be recorded separately with their respective dates of completion.

Furthermore, any materials used for the repair, including their specifications and quantities, should be noted. This provides a clear record of the resources expended and can be vital for quality assurance or future maintenance. For example, if a ventilation system is installed, the model, serial number, and installation date should be recorded.

Communication is a cornerstone of effective repair progress recording. Every interaction with the tenant, from follow-up calls to formal letters, must be logged. This includes details of advice provided, attempts to gain access for repairs, and any concerns raised by the tenant. If a repair appointment is missed by either party, the reason for the missed appointment should be recorded. Maintaining a comprehensive communication log not only demonstrates diligence but also protects landlords in potential disputes.

Post-Repair Verification and Ongoing Monitoring

Once repairs are ostensibly complete, the process does not end. A post-repair inspection is essential to verify the effectiveness of the work undertaken. This inspection should confirm that the original defect has been rectified and that no new issues have arisen as a result of the repair process. Photographic documentation of the repaired area, demonstrating the satisfactory resolution, is again vital. This provides tangible proof that the landlord has fulfilled their obligations under Awaab's Law.

For issues like damp and mould, ongoing monitoring may be advisable, especially in cases where the root cause was complex or the property has a history of such problems. While not explicitly mandated for every case, a schedule for follow-up checks could be a best practice, particularly for severe or recurring issues. This demonstrates a proactive commitment to tenant well-being beyond mere legal compliance.

Moreover, tenants should be provided with clear information on how to report any recurrence of the issue or new concerns. This reinforces the landlord's commitment to ongoing support and provides a clear pathway for further action if needed. This proactive approach fosters trust and ensures that minor issues do not escalate into more serious hazards.

Leveraging Technology for Superior Record Keeping

The sheer volume of data involved in robust repair progress recording under Awaab's Law necessitates the adoption of appropriate technological solutions. Manual, paper-based systems are prone to error, difficult to audit, and often lack the real-time capabilities required for compliance.

Dedicated property management software or bespoke repair management systems are ideal. These systems can:

• Automate Timeframes: Automatically flag upcoming deadlines for investigations, action plans, and repair commencements, thereby reducing the risk of non-compliance due to oversight.

• Centralise Data: Create a single, accessible repository for all repair-related information, including tenant reports, inspection findings, communication logs, and photographic evidence.

• Enhance Reporting: Generate comprehensive reports on repair performance, compliance rates, and common defect types, providing valuable insights for strategic decision-making.

• Improve Communication: Facilitate streamlined communication with tenants through automated notifications and secure portals, enhancing transparency and engagement.

• Integrate with Other Systems: Link with financial systems for budgeting and procurement, and potentially with external contractors for real-time updates on repair status.

However, simply having the technology is not enough; staff must be adequately trained to use it effectively. Regular data entry, consistent adherence to protocols, and a commitment to data integrity are all critical for maximising the benefits of digital record-keeping.

The Human Element: Training and Accountability

While technology is a powerful enabler, the human element remains central to successful repair progress recording. Staff training is paramount. All personnel involved in the repair process, from call centre operators to maintenance teams and management, must understand their specific roles and responsibilities under Awaab's Law. They need to be proficient in recording information accurately, classifying hazards correctly, and communicating effectively with tenants. This ongoing training should be regularly updated to reflect any changes in legislation or best practices.

Furthermore, clear lines of accountability must be established. Who is responsible for ensuring that an initial report is logged within minutes of receipt? Who is tasked with ensuring investigations are completed within 14 days? Who is accountable for the timely provision of action plans? Defining these roles and responsibilities ensures that there are no gaps in the process and that individuals are empowered to take ownership of their tasks. Regular audits of repair records and performance metrics can also help identify areas for improvement and reinforce accountability.

Robust record-keeping under Awaab's Law is not merely administrative; it is fundamental to safeguarding tenant welfare and demonstrating unwavering commitment to safe, healthy homes.