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 Learn

You’ll gain a frontline view of how complex damp, mould and disrepair cases are managed under Awaab’s Law, from investigation to lasting resolution. The session will highlight common failure points, recurring patterns, and what needs to change organisationally to fix root causes rather than symptoms. You’ll leave with tangible ideas to strengthen case handling, contractor management and resident communication.

Our Speakers

Charlotte Elliott, Head of Building Defects and Disrepair at MSV, will bring a frontline, case-based perspective to Awaab’s Law rooted in the realities of diagnosing issues, managing complex cases, and driving lasting resolutions for residents.

Charlotte leads MSV’s work on building defects, disrepair, damp and mould placing her right at the heart of the challenges Awaab’s Law is designed to address. Her role spans investigation, root-cause analysis, contractor and surveyor liaison, and ensuring residents receive timely, effective interventions. This gives her a sharp understanding of where processes succeed, where they fall short, and what needs to shift organisationally to meet the new statutory requirements.

MSV Housing (Mosscare St Vincent’s) operates across Greater Manchester, Lancashire and Cheshire, providing safe, affordable homes with a strong emphasis on customer wellbeing. With diverse stock, varying archetypes and complex building histories, MSV faces many of the real-world issues that make implementation of Awaab’s Law challenging but essential.

Charlotte will share the on-the-ground lessons from managing defects and disrepair at scale the patterns they’re seeing, the operational pressures, and the practical steps MSV is taking to strengthen its approach. Her session will highlight what providers can learn from a service that deals directly with the root causes of damp and mould every day.

Speaker 2 – TBC

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.