Aster Group selects Ecosafe via CHIC Framework for End-to-End Damp & Mould Remediation

The Challenge

In 2025, Aster Group, one of the UK’s leading housing associations, faced the complex task of managing a vast South of England portfolio amidst a tightening legislative landscape. With the implementation of Awaab’s Law and increased scrutiny from the Regulator of Social Housing, the requirement was no longer just for a repair contractor, but for a technical partner capable of managing the full lifecycle of damp and mould remediation. Aster required a solution that combined rapid response times with detailed root-cause analysis, spanning humidity, ventilation, and structural defects. The primary objective was to ensure consistently safe living environments for all residents by proactively addressing the root causes of damp and mould before they could impact health or wellbeing.

Project Delivery

Ecosafe Group was selected through the rigorous CHIC Healthy Homes framework following intensive team meetings, detailed planning sessions, and collaborative refinement of survey forms to ensure perfect alignment with Aster’s internal processes. Central to our appointment was our unique first-visit methodology, which integrates a comprehensive property survey with immediate mould treatment and essential remedial works. To provide a seamless, end-to-end solution, we also provide full turnkey remediation services, managing every aspect of the project from the initial wash-down to complex follow-on repairs. This integrated service, delivered by eight locally recruited specialists, ensures that data capture and physical resolution happen simultaneously, providing Aster with immediate portal access to compliance reporting and a single point of accountability for even the most challenging property restorations.

The Outcome

Across the first year of the partnership, Ecosafe successfully delivered 2,519 jobs across the South of England, maintaining an exceptional average customer satisfaction score of 9.5/10. This high volume of delivery has provided Aster Group with the comprehensive evidence needed to demonstrate adherence to Awaab’s Law. By identifying the underlying causes of damp, from faulty extractor fans to cavity wall insulation issues, we have significantly reduced the need for repeat interventions, thereby lowering long-term operational costs and mitigating the risk of legal disrepair claims.

The human impact of our service is consistently reflected in the feedback from residents, who frequently commend our operatives for being "professional," "thorough," and "exceptionally helpful." This direct testimony from those living in the properties highlights a deep level of trust, with tenants regularly describing the team as "brilliant" and the work as "spot on" often resulting in perfect satisfaction scores of 10/10. This positive reception is further reinforced by reports of residents seeing no return of mould following our intervention, which validates the effectiveness of our unique first-visit methodology. By resolving complex issues comprehensively during the initial appointment, we significantly reduce the need for repeat visits, accelerating full resolution and ensuring residents feel both heard and protected in their homes.

Aster Group's D.M.C Operations Manager Mike Scourfield confirms the partnership's strength and commented that " Aster has been working closely with Ecosafe for over a year, since October 2024, supporting the delivery of our response to Awaab’s law, damp, mould, and condensation. Throughout this period, the partnership has been highly effective and collaborative.

Tabitha Feltham, our Contract Lead at Ecosafe, is consistently proactive in ensuring the contract runs smoothly. She takes on board our feedback and any concerns raised, responding promptly and constructively to resolve issues. We currently work with Ecosafe across three areas of the business.

Sabrina Wisniewski and her team manage the responsive element of the contract, organising property make-safe mould cleans and property surveys. Communication is excellent, and updates via the portal are timely and reliable. When issues arise, the team engages with us proactively to ensure both tenant safety and property works are completed within appropriate timescales.

Phil Neale and his team oversee our remedial works, including loft and cavity insulation, as well as any associated post–make safe works. Phil’s innovative, solutions-focused approach and his commitment to keeping up to date with new products make him a real asset to work with and add significant value to the contract.

The third area of work is project delivery, which Ecosafe has recently begun undertaking. This development reflects the strong communication and client relationships established over the course of our partnership.

While challenges inevitably arise, it is Ecosafe’s approach to resolving issues and their clear, consistent communication that truly sets them apart.”

This collaboration positions Aster Group fully compliant with Awaab's Law requirements and on track for continued regulatory success, with scalable processes that protect vulnerable residents, reduce long-term costs through fewer repeat visits, and deliver strong social value via eight locally recruited specialists. Ecosafe's proven performance ensures Aster maintains leadership in resident health protection while meeting heightened scrutiny across its portfolio.