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Important updates to our Repairs Policy for tenants (October 2025)

Important updates to our Repairs Policy for tenants (October 2025)

We wanted to let you know about some important changes to our Repairs Policy.

Your safety and wellbeing are our top priority. That’s why we fully support Awaab’s Law: a new law designed to ensure health hazards like damp and mould are dealt with quickly and properly.

From next Monday, 27 October 2025, new rules will require housing associations (including us) to identify and fix issues such as damp, mould, and emergency repairs within strict timeframes. These changes mean faster action and greater accountability, helping to keep your home safe and healthy.

If you’re our tenant, our Repairs Policy is a ‘one stop shop’ for you to get answers to the majority of questions about our repairs and maintenance service, like:

  • Which repairs are Bolton at Home’s responsibility, and which are mine?
  • What are Bolton at Home’s response times for repairs?
  • Which repairs are chargeable?

We’ve made some important changes to our Repairs Policy to reflect the requirements set out in Awaab’s Law. You can read the full policy at www.boltonathome.org.uk/repairs-policy, but here’s a summary of what we’ve changed:

  • In Section 4 (Definitions), we’ve explained what some of the new terminology from Awaab’s Law means. For example, ‘Emergency hazards/investigations’ vs. ‘Significant hazards/standard investigations’.
  • In Section 10 (Awaab’s Law timescales), we’ve explained how we’ll investigate, respond to, follow-up, and provide aftercare for damp and mould-related cases within set timescales depending on the severity of issues.
  • We’ve also updated Appendix A (Repair priorities and timescales) to outline our new timescales under Awaab’s Law.

Awaab’s Law is named in memory of Awaab Ishak, a little boy whose story led to important change across the country. It’s a powerful reminder of how vital safe, healthy homes are for everyone.

Please call us on 01204 328000 if you need to report a problem. You’ll find other ways to contact us at: www.boltonathome.org.uk/contact-us, but please remember that emergency repairs should always be reported over the phone or in-person.

We shared the following graphics summarising the changes on our Facebook and Instagram accounts this week. Just scroll down if you'd like to see them all:

First graphic summarising the changes introduced by Awaab's Law. All information shown in the graphic is also available in the preceding text.Second graphic summarising the changes introduced by Awaab's Law. All information shown in the graphic is also available in the preceding text.Third graphic summarising the changes introduced by Awaab's Law. All information shown in the graphic is also available in the preceding text.Fourth graphic summarising the changes introduced by Awaab's Law. All information shown in the graphic is also available in the preceding text.Fifth graphic summarising the changes introduced by Awaab's Law. All information shown in the graphic is also available in the preceding text.