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Compliance brief

Awaab's Law compliance, built into every case.

Category 1 hazard flagging, statutory deadlines tracked by the day, automated legal notices, full escalation trail. Every case defensible. Every deadline visible.

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Cat 1 workflow

From report to remedy, deadline by deadline.

A tenant report drops into the queue. SurveyMate auto-assigns to a surveyor with capacity, fires the statutory acknowledgement, and starts the inspection clock. Every subsequent step — site visit, hazard categorisation, notice issued, repair scheduled, sign-off — is timestamped against the original deadline.

Cases at risk of breach surface on the operations dashboard before they slip. WorkMate (our team co-ordinator) flags them in plain English: “22 Bell Lane is at 2d 14h on a Cat 1 repair. Sarah's team has the slot but no booking confirmation yet.”

Cat 1 case · 22 Bell Lane

2d 14h
  1. Reported29 Apr 09:14
  2. Acknowledged (statutory)29 Apr 09:14
  3. Inspected30 Apr 11:02
  4. Categorised — Cat 130 Apr 11:47
  5. Repair scheduled01 May (target)
  6. Repaired—
  7. Signed off—

Complaint & case management

Damp and mould complaint management, end to end.

Most damp and mould complaints fail on process, not on the repair. The report sits in a shared inbox, the statutory clock starts anyway, and by the time the case reaches a surveyor the first deadline has already gone. A generic helpdesk can log a ticket; it cannot run an Awaab's Law case.

SurveyMate is a purpose-built damp and mould complaint management tool. A tenant report opens a case, the statutory clock starts, and the case carries everything with it: the inspection booking, the on-site findings and photos, the hazard categorisation, the written summary to the tenant, the repair, and the sign-off. Nothing lives in a separate system, so nothing gets lost between systems.

One case, one clock

Every complaint becomes a case with its statutory deadline visible from the moment it lands. Investigation, written summary and works are tracked against the Awaab's Law timescales, with at-risk cases surfaced before they slip.

Evidence built in

The inspection is part of the case, not an attachment to it. Photos, moisture readings, HHSRS hazard context and the surveyor's findings feed the tenant summary and the audit trail automatically.

Defensible outcomes

If a case reaches the Housing Ombudsman or a tribunal, the append-only audit trail is the case file: who did what, when, and what the tenant was told, exportable as a single PDF.

Choosing an Awaab's Law compliance solution comes down to three questions: does it start the clock when the tenant reports, not when the surveyor is instructed; does the evidence live in the case; and can you prove the whole timeline afterwards. SurveyMate answers yes to all three, and the HHSRS hazard context and deadline calculator are built into the same workflow.

Cluster maps

See the stock the way damp does.

Cluster maps surface where the problems concentrate — by ward, estate, or property type. Direct teams where they're needed most before the next batch of reports lands. Filter by category, age, build type, EPC band, or assigned team.

Pulled live from your case data. No CSV dumps. No overnight pipeline.

47

Open Cat 1

112

Open Cat 2

284

Resolved 30d

9

At risk this week

1.4d

Avg inspection time

5.2d

Avg time to repair

Dashboard preview · live data on the product

Audit trail

Every action, immutable. Defensible by default.

Every status change, photo, voice finding, notice and sign-off lands in the audit log keyed to the case. The log is append-only — even an admin can't silently alter past events. Disclosure-ready PDF export in one click.

If a case ever goes to tribunal or to the Housing Ombudsman, the trail is the case file: who, what, when, where, in chronological order with every piece of evidence attached.

Case audit log · 22 Bell Lane
  • 29 Apr 09:14tenantDamp report submitted via portal
  • 29 Apr 09:14systemStatutory acknowledgement sent
  • 29 Apr 09:18WorkMate AIRecommended assignment: James Okafor
  • 29 Apr 09:21Sarah Patel (Manager)Approved assignment
  • 30 Apr 11:02James OkaforOn-site arrival logged
  • 30 Apr 11:42James Okafor18 photos + voice findings captured
  • 30 Apr 11:47James OkaforCategorised as Cat 1 hazard

Frequently asked questions

What is Awaab's Law?
Awaab's Law is the package of measures introduced under the Social Housing (Regulation) Act 2023 following the death of two-year-old Awaab Ishak from prolonged exposure to mould. It sets statutory deadlines within which social landlords must investigate and remedy reports of damp, mould and other hazards in their properties.
What deadlines does Awaab's Law impose?
Investigation must begin within a fixed window of a hazard being reported, an initial assessment provided to the tenant, and Category 1 (significant) hazards remedied within set timeframes. SurveyMate tracks each deadline per case from first contact through to sign-off.
Does SurveyMate replace our existing housing management system?
No. SurveyMate is the inspection, evidence, and case-management layer that sits alongside your housing management system. The Enterprise plan includes custom integrations so cases, contacts and outcomes can flow back into your system of record.
Is this a damp and mould complaint management tool?
Yes — managing damp and mould complaints end to end is exactly what it does. A tenant report opens a case, SurveyMate assigns it, starts the statutory clock, tracks every step against the Awaab's Law deadline, and holds the full audit trail. It's purpose-built complaint and case management for damp and mould, not a generic helpdesk.
What should we look for in an Awaab's Law compliance solution?
Three things. The clock must start when the tenant reports the hazard, not when a surveyor is instructed, because that is when the statutory duty begins. The evidence must live inside the case, so the inspection findings, photos and tenant communications are part of one record rather than scattered across systems. And you must be able to prove the whole timeline afterwards, with an audit trail that survives staff changes. SurveyMate is built around exactly those three requirements.
How does the audit trail work?
Every action — inspection, photo, voice finding, status change, notice issued, repair scheduled, sign-off — is recorded as an immutable event keyed to the case. The trail is exportable as a single PDF for legal disclosure and survives user account deletion.
Is the data held in the UK?
Yes. SurveyMate runs on UK-region infrastructure and is registered with the ICO. A signed Data Processing Agreement is available on request for housing associations and local authorities.
Can we integrate Awaab's Law cases with our repairs contractor?
Yes — the case workflow includes assignment to internal teams or external contractors, with confirmation gates so a repair isn't marked complete until the contractor has signed off. Custom contractor integrations are available on Enterprise.

One platform. Every Awaab's Law deadline tracked.

See it on your stock in 30 minutes. No PowerPoint, no roadmap promises — the working product, walked through with your team.

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