01
Phase 2
Due to start on 30 November 2026, subject to Parliament. Seven more hazard groups get fixed deadlines.
Out-of-hours repairs, answered.
For housing associations and councils. Your agent will answer on the number tenants already ring, sort every repair against Awaab's Law, page your on-call officer while the tenant is still on the line and send a timestamped record of every call.
[01]Why now
Awaab's Law, Phase 2.
02
The clock
Your duties start when you become aware of a hazard. Often that is a call at 2am.
03
The record
Showing you acted in time starts with a record of when you knew.
[02]On every call
Answered, sorted, escalated.
Your agent is built on your repairs policy and on-call rota, and how it handles every call is written into your agreement.
- Your number
- Keep it. Forward your out-of-hours line to your agent, and daytime calls that wait too long if you choose.
- Safety first
- A gas smell: get out, no switches, ring 0800 111 999. Anyone in danger: 999. Then your on-call officer is paged.
- Sorts
- Emergency, significant or routine, against the Awaab's Law hazard groups and your own repairs policy.
- Asks
- Age, health and who lives there, so a tenant's vulnerability shapes the call.
- Pages
- Emergencies reach your on-call officer by call and text while the tenant is still on the line. No answer in 10 minutes, the next person on the rota.
- Hands over
- Any caller can ask for a person. Distress and safeguarding go to one straight away.
- Never blocks
- No emergency waits on a tenancy match. Neighbours and visitors are logged too.
- Records
- Time of call, address, hazard group, deadline and who was paged when, in your repairs inbox within five minutes.
[03]On the line
What tenants call about.
01
No heating
An older tenant alone with a failed boiler is treated as a possible emergency, and your on-call officer is paged.
02
Gas smell
Safety steps first, then an emergency page.
03
Damp and mould
Health questions first. Mould affecting a child's breathing can be an emergency.
04
Pests
Rats or mice linked to a building defect are logged against domestic hygiene.
05
Shared areas
A broken stair reported by a neighbour is logged without a tenancy match.
06
Dripping tap
Logged for the next working day, with no call-out.
[04]Getting started
Start alongside what you have.
- Your current service
- Stays in place. Calls go back to it within minutes whenever you want.
- From you
- Call forwarding, your repairs policy and on-call rota, and a weekly property list if you have one.
- No IT project
- It runs on forwarding, a file and email. Links into your housing system come later.
- Each week
- A results review with your team: answer times, emergencies paged and every record sent.
[05]Security
Security, written into your agreement.
Every commitment below is in place before your line answers a single tenant, and it is written into your agreement.
- Disclosure
- Every call will open by saying it is an AI and that the call is recorded, and any caller can ask for a person.
- Encryption
- Encryption at rest with AES-256, and TLS on every connection, the phone line into our platform included.
- Location
- Tenants' records and recordings will be stored in London, with speech and AI processing in the UK and EU only.
- Isolated
- A dedicated environment, isolated from other customers.
- Sign-in
- Single sign-on and multi-factor authentication for every staff login, with roles.
- Audit log
- An exportable audit log of sign-ins, changes and recordings played.
- Recordings
- Recordings will play only for signed-in staff, through links that expire in minutes.
- Retention
- Retention you set, with automatic deletion.
- Backups
- Encrypted backups with point-in-time recovery.
- Incidents
- Incidents affecting your data reported within 24 hours.
- Your data
- Your data never sold or used for advertising, and returned or deleted when you leave.
- Sub-processors
- A full list of sub-processors and where each one runs, before you sign.
[06]Get on the line
Ring your own repairs line.
We build an agent on your published repairs policy, then you ring it from your desk.
Built in London for UK housing