From 27 October 2025, Awaab’s Law came into force in England, marking a significant step in protecting social housing tenants. Under this new legislation, social landlords must respond promptly and effectively to hazards such as damp and mould that pose a health risk. This is just the first phase: over the next few years, the law will be extended (in 2026 and 2027) to cover additional hazards such as excess cold or heat, falls, structural and fire risks, and hygiene issues. We are committed to ensuring your home is safe, comfortable, and free from avoidable hazards, and we encourage you to report any concerns about damp, mould, or other issues so we can act quickly.

For more details, please see Wandsworth Council’s guidance on damp and mould and remember you can report any issues to us at any time. Call into the office, email us at info@conventcoop.org.uk or call us on 020 8874 6856.

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Complaints

PLEASE NOTE: To ensure compliance with Housing Ombudsman requirements, this information is being updated. The guidance below remains applicable, though some timeframes and stages may differ from those in the policy linked below. (Update added 17 June 2027).

• A complaint is an expression of dissatisfaction with a service received, however expressed, and requires a response. The service may have been provided directly by the Co-op, the Council or by a contractor or partner.
• Complaints can be made in any format and should normally be addressed to the Manager at the Co-op office. You can make your complaint to either member of staff in the office.
• Contact us via info@conventcoop.org.uk, call 02088746856, or drop a note through the door.
• If the Manager is the subject of the complaint, the complaint should be addressed to the Chair or Secretary of the Co-op.
• Please provide contact details.
• If necessary, use numbers or bullet points, and try and keep the narrative short and precise.
• The manager will acknowledge receipt within two working days. A written response will be provided within 20 working days from receipt of the complaint.
• Please be clear about your desired outcome, which should be fair and proportionate. While we understand you may feel strongly about the issue, please refrain from being aggressive.
• If you are not satisfied with the outcome, you may raise your complaint with the relevant Housing Area Manager at Wandsworth Borough Council. A senior manager will review your case and respond, again within 20 working days from receipt. If you remain dissatisfied, you may contact the Housing Ombudsman.

The Co-op’s full Complaint Policy can be accessed here.

The Co-op’s Complaints Policy is governed by Wandsworth Borough Council’s (WBC) procedures, and WBC publishes annual records and legislative information. You can find:

• The Complaint Self-Assessment
• The Annual Complaints Performance & Service Improvement Report
• The Governing Body’s response