Damp and mould continue to threaten the health and wellbeing of social housing tenants across the UK. Yet for housing providers, tackling these issues remains a complex challenge, often made harder by outdated processes, inconsistent data, and limited visibility across property portfolios.
With the introduction of Awaab’s Law from October 2025, tackling issues like damp and mould has become more urgent than ever. The legislation sets strict, legally binding timeframes for investigating and resolving such hazards - and brings in tougher enforcement measures, including unannounced inspections and unlimited fines for landlords who fall short. For housing providers, this means rising expectations around communication, speed, and service delivery - underpinned by a clear mandate for faster action, more efficient processes, clearer tenant communication, and greater transparency at every stage.
This blog explores how Voicescape Engage can help your teams meet rising expectations around damp and mould - by strengthening tenant communication, improving responsiveness, and delivering better outcomes for tenants. We’ll cover how Engage supports a range of use cases, from early intervention and proactive messaging to follow-up and resolution tracking - all powered by automation that frees up staff time, reduces risk, and helps build stronger tenant relationships.
Voicescape Engage: Transform Tenant Engagement Through Timely, Tailored Communication
- Deliver Personalised, Automated Communication Journeys around Damp and Mould
Voicescape Engage enables housing providers to build and deploy meaningful engagement campaigns through automated voice and SMS. These journeys can be tailored to key stages of the damp and mould process - such as acknowledging reports, confirming and rescheduling appointments, sending reminders, informing tenants of repair schedules, providing updates, and scheduling follow-ups (e.g. after 3 or 6 months) to check if issues have returned. By automating these touchpoints, Engage reduces the need for manual follow-ups and ensures a consistent, timely approach to tenant communication – an urgent requirement with the introduction of Awaab’s Law.
Alongside transactional updates, Engage can also be used to educate and inform tenants. For example, it can be used to provide useful guidance to tenants to help them prevent damp and mould from arising, including tips to not to dry clothes in bedrooms, how to ventilate rooms and maintain adequate heating during Winter, etc., signposting tenants to trusted resources and support links. This proactive approach not only supports tenant wellbeing but also helps landlords reduce repeat issues and meet their health and safety responsibilities.
- Generate Actionable Insight & Focus Resources Where They Have the Most Impact
Utilising behavioural science to craft messages that truly resonate with tenants, Voicescape Engage drives high response rates, which in turn, leads to fewer missed appointments and more clear self-reporting of damp and mould issues. By capturing real-time feedback through the campaigns, Engage provides housing providers with valuable insights into tenant needs, concerns and satisfaction - which can be used to help officers drive data-led decisions and easily identify tenants who require manual intervention and follow-ups, so they can prioritise time and resources where they're needed.
- Streamline Escalation Pathways and Ensure Timely Action
With Awaab’s Law introducing strict, legally binding response times, timely tenant engagement has never been more critical. Voicescape Engage helps housing providers stay ahead of these deadlines by using intelligent triggers to deliver automated messages - prompting tenants to respond, confirm access, or report issues. By reducing delays in first contact and enabling proactive follow-ups, Engage supports compliance with mandated timelines and helps prevent cases from falling through the cracks.
4. Enable data-led risk management and operational visibility
Voicescape Engage captures live engagement data across all tenant communications - highlighting properties or households where issues are recurring, unresponsive, or worsening. These insights help teams proactively identify and prioritise high-risk cases, enabling better-informed decisions about inspections and interventions. With organisation-wide visibility into tenant interactions and case status, teams across compliance, repairs, and housing management can work in sync - reducing duplication, improving outcomes, and ensuring a more joined-up tenant experience.
|
Thirteen Group transformed their tenant communications and outcomes with Voicescape Engage The Challenge: Thirteen had seen a sharp rise in damp and mould reports, alongside a significant increase in no-access cases. The team lacked clarity on whether these cases had been resolved or if customers still required further support. With Awaab’s Law setting clear expectations around timely communication, action, and evidencing every step of the process - including follow-ups during and after repair works - Thirteen recognised the urgent need for change. Above all, they wanted to ensure customers felt genuinely supported, informed, and heard throughout the entire repair journey. Impact Since adopting Voicescape Engage, Thirteen Group has been able to automate tenant engagement around damp and mould, reduce staff workload, and quickly distinguish which residents still need support freeing up resources to prioritise those most in need and ensuring customers receive the right level of help, faster. So far, they have been able to…
|
Is Your Organisation Ready for Awaab’s Law? Let’s Talk
Book a meeting here to discover how Voicescape can help your organisation transform processes, enhance tenant communication and drive better outcomes regarding damp and mould