Letting agents
Awaab's Law message templates for letting agents in Scotland
General information, not legal advice. Last checked 30 Oct 2026. Sources are linked under each section.
Each step of Awaab's Law in Scotland has a message that goes with it. Below is one for each step: acknowledgement, investigation booked, written summary, repair start, progress, delay, landlord instruction and close-out. Each comes in an email version and a short SMS version. Send the right one on time and tenants know what is happening at every stage.
These are examples to adapt. The duty is the landlord's, so check your management agreement and the guidance.
The names used are fictional: tenant "Sam", agency "Northfield Lettings", property "Flat 2, 10 Example Street".
Timing cheat-sheet
| Step | Deadline | Clock starts | Source |
|---|---|---|---|
| Investigate (competent person) | 10 working days | the landlord is notified or otherwise becomes aware | gov.scot guidance 2.5; SSI 2026/173 |
| Written summary to tenant | 3 working days | the investigation is completed | same |
| Start repairs (if substantial damp or mould) | 5 working days | the investigation is completed | same |
| Complete repairs (private landlords) | as soon as reasonably practicable | — | gov.scot guidance 2.5 |
| Can't investigate or start repairs in time, for a reason beyond the landlord's control | notify the tenant: which duty, why, and a revised timeframe. Not available for the written summary | — | gov.scot guidance 2.8 |
Working days exclude Saturdays, Sundays and Scottish bank holidays (SSI 2026/173). Each period begins on the day after the trigger.
1. Acknowledgement (same day)
Email. Subject: Damp/mould report logged: Flat 2, 10 Example Street
Dear Sam, thank you for telling us about the damp/mould at Flat 2, 10 Example Street on [date]. We have logged your report and informed your landlord. A competent person will investigate, and we will contact you by [date] to arrange a visit. If it gets worse or affects your health, please tell us straight away on [number]. Northfield Lettings
SMS. Northfield Lettings: we've logged your damp/mould report from [date]. We'll arrange an inspection and contact you by [date]. Reply to this message if it gets worse.
2. Investigation booked
Email. Subject: Damp/mould inspection booked: Flat 2, 10 Example Street
Dear Sam, [investigator name/company] will inspect the damp/mould at Flat 2, 10 Example Street on [date] between [time] and [time]. Please let us know by [date] if this time doesn't suit, or if you'd like us to arrange access another way. Northfield Lettings
SMS. Northfield Lettings: damp/mould inspection at Flat 2 on [date], [time]–[time], by [name]. Reply if this doesn't suit.
Code para 92 asks for reasonable notice of access for repairs (Code).
3. Written summary cover note (within 3 working days of the investigation ending)
Email. Subject: Inspection findings: Flat 2, 10 Example Street
Dear Sam, attached is the written summary of the inspection carried out on [date]. In short: [substantial damp or mould was / was not] found. Next steps: [next step and date]. If you have questions about the findings, reply to this email. Northfield Lettings
SMS. Northfield Lettings: we've emailed you the written summary of the [date] damp/mould inspection. Next step: [step] by [date]. Questions? Reply to this message.
Fill in the findings from the investigator's report. Don't write findings yourself. The gov.scot guidance includes an example and a blank written summary (Annexes C and D).
4. Repair start notice (within 5 working days, if substantial)
Email. Subject: Damp/mould repair starting: Flat 2, 10 Example Street
Dear Sam, [contractor] will start the repair work on [date] at [time]. The work involves [short description]. They expect to be there for [duration]. Please let us know by [date] if you need to change the time. Northfield Lettings
SMS. Northfield Lettings: damp/mould repair at Flat 2 starts [date], [time], by [contractor]. Reply if you need to change it.
5. Progress update
Email. Subject: Repair update: Flat 2, 10 Example Street
Dear Sam, an update on the damp/mould repair: [what has been done]. Next: [next action] on [date]. We expect the work to be finished by [date]. Northfield Lettings
SMS. Northfield Lettings: Flat 2 repair update: [done]. Next: [action] on [date]. Expected finish: [date].
Code para 91 asks you to tell the tenant the action you intend to take and its likely timescale.
6. Delay notice
Email. Subject: Delay to your damp/mould [inspection/repair]: Flat 2, 10 Example Street
Dear Sam, we can't meet the deadline to [investigate the damp/mould / start the repair] because [reason]. We now expect to [action] by [date]. Until then we will [interim steps, e.g. mould treatment, temporary ventilation]. We're sorry for the delay. Northfield Lettings
SMS. Northfield Lettings: we can't [inspect/start the repair] on time because [reason]. New date: [date]. Meanwhile: [step]. Details by email.
Under the guidance, the notice must say which duty can't be met, why, and the revised timeframe. It should go by the usual method of communication with the tenant, and reasonable steps should be taken meanwhile to reduce the damp or mould (gov.scot guidance 2.8–2.10).
7. Landlord instruction request (Code para 89)
Email. Subject: Instruction needed by [date]: damp/mould at Flat 2, 10 Example Street
Dear [landlord], the tenant reported damp/mould on [date]. [Investigation/repair] is needed: [summary]. Under the Awaab's Law timescales this must [be investigated / start] by [date]. This is outside our agreed authority, so please confirm in writing by [date] whether we should proceed, at an estimated [cost from quote]. Northfield Lettings
8. Close-out check (Code para 94)
Email. Subject: Is the damp/mould fixed? Flat 2, 10 Example Street
Dear Sam, the repair work finished on [date]. Is the problem fixed? Reply YES, or tell us what's still wrong and we'll get the contractor back. Northfield Lettings
SMS. Northfield Lettings: is the damp/mould at Flat 2 fixed after the [date] repair? Reply YES or tell us what's still wrong.
Keep records
The guidance encourages landlords to keep clear records of all attempts to comply (gov.scot guidance 2.15). Save a copy of every message above with its sent date.
How Lorework helps
Lorework learns your damp and mould procedure and templates. At each step it drafts the right message and sends it by email or SMS once your team approves. It also keeps the 10, 3 and 5 working-day follow-ups on a schedule and keeps a clear record of what was done and when.
Main guide: Awaab's Law in Scotland: the damp and mould workflow · Code of Practice repairs · Repair update emails · Lorework for letting agents in Scotland
Questions
Do I have to send a written summary?
Yes. The landlord must give the tenant a written summary of the investigation results within 3 working days, beginning with the day after the investigation is completed. A letting agent may draft or issue it, but the landlord keeps overall responsibility.
Can the written summary be sent by email?
Yes. The gov.scot guidance says the summary must be in a written format and can be issued electronically, by post, in person or equivalent (para 5.3).
What must a delay notice say?
Which duty can't be met and why, and the revised timeframe for meeting it. It should go by your usual method of communication with the tenant, and reasonable steps should be taken meanwhile to reduce the damp or mould (gov.scot guidance 2.8–2.10).
Do weekends count?
No. A working day excludes Saturdays, Sundays and Scottish bank holidays.
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