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

Alex Orange, Head of Repairs at MSV, will bring a service-wide perspective on MSV's approach to implementing Awaab’s Law phase 1 and preparing for phase 2.

MSV has kept a particular focus on root cause analysis and remediation, despite the challenges of operating within a busy frontline repairs operation.

Alex leads the teams who respond when residents report problems in their homes. His role sees him translating statutory requirements into practical delivery: identifying potentially serious cases and their root causes, prioritising  responses, coordinating inspections and repairs and keeping residents informed.

MSV Housing (Mosscare St Vincent’s) manages around 9,000 homes across Greater Manchester, Lancashire and Cheshire. Its diverse homes provide a valuable setting in which to understand the practical implications of Awaab’s Law.

Alex will share cross-team on-the-ground lessons - how cases are classified, the patterns the MSV teams are seeing and the practical steps they are taking to strengthen their approach.

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.