Welcome to your October update!
There’s a big change this month — Awaab’s Law starts on 27 October, and we’ll explain what that means.
We’re also sharing how things went in September, based on key performance updates.
And just a reminder — Mears now offers evening repair bookings every Wednesday, so it’s easier to find a time that works for you.
What is Awaab’s Law?
Awaab’s Law is named after Awaab Ishak, a two-year-old boy who sadly died in 2020 due to prolonged exposure to mould in his home. His story led to new rules to protect tenants from serious health hazards in social housing.
What does this mean for you?
From 27 October 2025, all social landlords — including Milton Keynes City Council — must:
- Investigate and make safe emergency hazards (like severe damp, unsafe electrics, or fire risks) within 24 hours.
- Start investigating significant mould problems within 10 days of a report.
- Provide written updates within 3 working days after an inspection.
- Keep you informed throughout the repair process.
These rules apply to all council and housing association homes across England.
What Should Tenants Do?
If you spot a serious issue in your home:
- Report it immediately to Mears.
- Keep records - take photos and note dates and any messages.
- Expect action within the legal timeframes.
We’ve updated our internal procedures to align with the latest standards, ensuring your home remains safe and well-maintained. As we continue to learn and grow, we’ll keep improving the way we work.
Find out more here
September Performance Highlights
Here’s how things went in September 2025:
| Target | September 2025 | |
| No of repairs completed in month | N/A | 4,374 |
| % repairs completed right first time | 85% | 99% |
| % emergency repairs completed within target time | 98% | 96.5% |
| % prioritised repairs completed within target time | 95% | 98% |
| % routine repairs (excluding gas repairs) completed within target time | 90% | 99% |
| Satisfaction survey responses received per job completed | N/A | 441 |
| Satisfaction surveys responses - % residents satisfied with repairs service | 80% | 90% |
