Hounslow Council is actively preparing for the enactment of Awaab's Law on 27 October 2025, which will bring in stricter timeframes for social landlords to respond to reports of damp and mould. The council has been reviewing processes for triaging repairs, and has updated the Council's website to incorporate clear instructions and easy access to report repairs. This is to ensure that residents, including vulnerable residents, are able to easily report emergency repairs and access the new technical workflow.
The Audit and Governance Committee received an assurance report on repairs at its meeting on Tuesday, noting the council's preparations and current performance. According to the AG repair report 04.11.25, Hounslow's repairs performance compares favourably with its peers (London Boroughs and ALMOs).
According to the report, repairs to council-owned housing properties are undertaken by Coalo, a subsidiary of Lampton 360 Limited, which is part of the Lampton Group of companies wholly owned by the London Borough of Hounslow.
The report stated that there had been an end-to-end review of the repairs process to improve the service for residents and make it more efficient. The reviewed process has now been implemented and cascaded to relevant staff, as well as being aligned to both the council and Coalo's ICT systems. The review incorporated the design of an overall operating model for the end-to-end process, from the initial customer contact, to determine the type of repair required, triggering the repairs to be undertaken and incorporating the feedback / after-care required. The model confirmed the people, processes, technology, user contact points, etc. involved to establish the capability requirements for both the Council and Coalo.
According to the report, the council is preparing for the enactment of Awaab's Law on 27 October 2025, and an implementation plan is in place. The plan includes a review of key performance indicators and the design of a new technical workflow to enable residents to report an emergency inspection and for required repairs, including any make safe work to be completed within 24 hours. Weekly meetings are ongoing with representatives from Asset Management and Investment and Resident Experience / Localities teams as well as Coalo, to monitor the delivery of actions within the implementation plan.
The report also provided a summary of the council's performance in 2023-24 and 2024-25 within the key areas of the repairs service, incorporating a comparison with other London boroughs and Arms Length Management Organisations (ALMOs).
The report stated that resident satisfaction with repairs has consistently exceeded the target of 85%.
