Tenant Auditors Group (TAG)

Why was this audit carried out?

Tenant Auditors reviewed how Sandwell Council manages damp and mould cases following the introduction of Awaab's Law. The audit examined whether inspections, communication, record keeping, and follow-up actions are meeting legal requirements and tenant expectations. The review focused on cases reported between December 2025 and February 2026.

What was reviewed?

• Damp and mould information on the council website and draft tenant leaflet.
• A focus group with tenants who had reported damp and mould.
• A survey of tenants who received a fungal wash treatment.
• A review of damp and mould triage phone calls.
• Information provided by the Head of Repairs about performance and compliance.
• A planned review of property files, although access to live files was not provided.

What is working well?

• Inspection reports and letters are now sent to tenants on the same day as inspections.
• Tenants reported that response times for inspections have improved since Awaab's Law was introduced.
• Call handlers were generally polite and provided good customer service.
• Inspectors and trades staff were viewed positively and were often described as professional and thorough.
• Website information is generally clear, easy to read, and includes useful contact options and guidance.

What tenants said needs improving

• Tenants often do not receive clear explanations about what will happen next.
• Communication is inconsistent and tenants do not receive regular updates.
• Cases can feel fragmented, with no clear ownership from start to finish.
• Many residents felt fungal washes were being used as a temporary fix rather than addressing the underlying cause.
• Some tenants reported that mould returned after treatment.
• Accessing information and reporting damp and mould can be confusing and involve too many steps.

What auditors found

• The damp and mould process has improved but lacks a consistent approach.
• The reporting process on the website is overly complicated.
• Vulnerability checks are not being completed consistently during triage calls.
• Communication about fungal wash options, expected outcomes, and next steps is often poor.
• Records relating to post-inspections and Homechecks are not easily accessible.

Key recommendations

• Simplify the process for reporting damp and mould.
• Improve communication throughout the entire case journey.
• Focus on identifying and resolving root causes rather than relying on repeat fungal washes.
• Introduce consistent checks for vulnerabilities and safeguarding concerns.
• Improve recording and monitoring of inspections, post-inspections, Homechecks, and no-access cases.
• Introduce follow-up visits to confirm issues have been resolved.

Conclusion

The audit found that significant improvements have been made since the introduction of Awaab's Law, particularly in inspection times and the issuing of inspection reports. However, tenants continue to experience poor communication, inconsistent processes, and a lack of clarity about what happens after issues are reported. The strongest message from tenants was that damp and mould problems should be fully resolved, not simply treated, and that residents want clear communication, consistent support, and confidence that the root cause is being addressed.