Challenges
Awaab’s Law introduced strict new requirements for how social landlords respond to hazards like damp and mould. Among these is the obligation to provide tenants with a written summary of investigation findings within three days.
This creates entirely new work. Providers were already investigating hazards and carrying out repairs, but producing a written, tenant-friendly summary within a fixed timeframe and delivering it reliably is new work. And it’s work worth doing – tenants deserve clear communication about what was found and what happens next. The challenge isn’t the requirement itself; it’s finding a way to deliver it consistently at scale.
Different providers have approached this in different ways, each with limitations:
Paper summaries left on-site: Some surveyors write a summary by hand and leave it with the tenant during the property visit. While quick, this approach lacks an audit trail – there’s no proof the summary was delivered. Handwritten notes can be lost or illegible, and tenants who don’t read English or have accessibility needs may not be able to understand them.
Back-office team writes it up: Others have surveyors send their notes to a back office team, who then draft a tenant-friendly summary and deliver it by email or post. For a provider handling ~100 damp and mould cases a month, that’s typically around 10 minutes per summary – or ~17 hours of back-office time every month spent drafting and sending summaries by hand (before any chasing, formatting, or rework)
Approach
When Made Tech built Hazard Case Management for Awaab’s Law, AI-powered summary generation was included from the start – not bolted on as an afterthought. The approach: use AI to draft tenant-friendly summaries automatically, with human oversight before delivery.
AI-generated draft
When an investigation is completed, the system uses a large language model to read the survey data and generate a clear, tenant-friendly summary. This isn’t data being pasted into ChatGPT – the LLM runs on Made Tech’s own UK-based infrastructure, and tenant data is never used to train models. This eliminates the manual drafting step while ensuring consistent quality.
Human review and editing
Once the AI draft is generated, the case is automatically flagged as ‘summary ready for review’, making it easy to see which cases need attention. Staff review and can edit the content if needed, maintaining quality control while avoiding the time-consuming blank-page problem.
Audit trail included
Every action in the platform is audited: when the surveyor’s report is added, when the summary is generated, when it’s reviewed and published, and when tenant notifications are sent. This gives them a complete timeline and clear evidence of compliance if challenged.
Digital delivery with accessibility built in
Whether the tenant is notified via letter, email or SMS, they’re given a unique URL to view their investigation summary online. Because the page uses the GOV.UK Design System, it works well with browser translation tools, so tenants can read their summary in their browser’s default language.
As a modern local authority, we’re committed to driving innovation that strengthens our communities and delivers long‑term value. This initiative represents exactly the kind of forward‑thinking partnership that helps us create resilient places, unlock new opportunities, and ensure that every resident benefits from a more connected, sustainable future” – Leona Menville, Strategic Director Housing, Environment & Communities
Results
A week of admin time saved every month
727 summaries generated in the first three months – an estimated 121 hours of manual work avoided. That’s equivalent to nearly a full week of admin capacity recovered every month.
Consistent, compliant documentation
Every summary follows the same structure and tone, reducing the risk of inconsistent communication or missing information.
Better communication for every tenant
Summaries are delivered digitally and are readable on any device. GOV.UK Design System compatibility means tenants can instantly translate the page into their preferred language – no letter to wait for.
Awaab’s Law created new compliance obligations that many providers are still figuring out how to meet at scale. By combining AI-powered drafting with digital delivery, LBBD has turned a potential admin burden into a streamlined process – saving time, improving accessibility, and building a clear audit trail.
