Introduction

This new three part webinar series gets under the skin of the legislation. We’ll look at what’s happening on the ground, the operational realities, the cultural shifts, the unexpected hurdles and we’ll hear directly from members and partners who are already navigating the change. Expect honest insights, practical takeaways, and space to share what you’re learning too.

We’re pleased to be delivering this series in partnership with Raven Housing Trust, chaired by Natalie Flageul, Executive Director of Customer Experience at Raven, alongside DIN’s Property Channel Lead, Annemarie Roberts. Natalie oversees service delivery for residents and communities, including responsive repairs, and brings deep experience from her time at SSE Energy Services where she used customer insight to drive real behavioural and cultural change.

What You'll Learm

You’ll come away with a clearer understanding of how Awaab’s Law is being translated into real customer journeys, from first report through to resolution. Expect practical insight into what’s working (and what isn’t) in aligning customer ops, compliance and repairs. You’ll also gain ideas on how to strengthen your own processes, data and oversight so you can evidence compliance and improve resident outcomes.

Our Speakers

Joanne Martin, Director of Customer Operations will lift the lid on how Magna is reshaping its approach to damp and mould in response to Awaab’s Law from the customer journey through to operational delivery.

In her role, Joanne oversees the full breadth of customer-facing services, giving her a clear line of sight into where processes work, where they break down, and how teams need to adapt to meet the new legislative requirements. Her perspective brings together customer insight, service design, and frontline operational realities making her well placed to share what Magna has learned so far and what’s changing as a result.

Magna Housing is a community-focused housing association providing around 9,000 homes across Dorset and Somerset. With a strong emphasis on safe, quality homes and a culture built around doing the right thing for residents, Magna has been investing in the people, data and systems needed to strengthen how it responds to damp and mould and improve long-term outcomes for customers.

Danny Bird, Assistant Director of Regulated Delivery at Aster, will share Aster’s perspective on navigating Awaab’s Law from a compliance, assurance and performance standpoint.

Danny’s role sits at the intersection of regulation, customer safety and organisational delivery giving him a unique vantage point on how the new statutory requirements translate into day-to-day practice. He oversees how Aster evidences compliance, embeds consistent standards, and monitors risk across its operations, making him well placed to talk about what’s working, where the gaps are showing, and how organisations can build stronger internal alignment around damp and mould responsibilities.

Aster Group manages more than 36,000 homes across the South of England and is committed to delivering safe, high-quality housing alongside strong regulatory compliance. The organisation has been strengthening its data, systems and operational processes to ensure Awaab’s Law isn’t just implemented on paper but is reflected in real outcomes for customers.

Who should attend?
This series is designed for housing association professionals who are directly involved in implementing Awaab’s Law and tackling damp and mould. It will be particularly relevant for property and asset management teams, compliance and health & safety officers, and customer experience leads who oversee service delivery. Senior leaders and board members will also benefit from understanding the operational challenges, emerging practices, and lessons being shared across the sector.