Frequently Asked Questions
Frequently Asked Questions
Select the category below to see the FAQ's relating to that topic.
Call 01386 420 800. We will log your repair and pass it to Mears or a specialist contractor.
An emergency repair is required when an issue poses an immediate risk to your health or safety, puts others at risk, or could cause significant damage. Examples include a severe water leak, a complete loss of gas or electricity, or unsafe electrical fittings. We will attend emergency repairs within 24 hours. A contractor will visit and may carry out a temporary repair to make the situation safe.
Non-emergency repairs are completed within 28 calendar days, and you’ll be given an appointment time.
Rooftop handles structural repairs, gas appliances and pipework, heating systems, toilets, baths, sinks, electrical wiring and any appliances that we provide, and communal areas such as entrances and lifts. For detail information, please refer to the Customer Handbook.
You must take care of internal decoration, small plaster cracks, replacing bulbs and doorbells, unblocking sinks, garden upkeep, and fixing damage caused by you or your guests. For detail information, please refer to the Customer Handbook.
Yes, if the repair is your responsibility or caused by damage from you or your guests, Rooftop may also charge if you lose your keys and require access. For detail information, please refer to the Customer Handbook.
Most repairs are carried out by Mears or a specialist contractor who must follow Rooftop’s Code of Conduct. The full code is available on our website.
They will make the area safe and return when any required parts or follow-up work is ready.
Our contractors are expected to follow a Code of Conduct and deliver work to a high standard. If you are unhappy with the workmanship or conduct of a contractor, please let us know so we can investigate.
When you get an offer of a home, you’ll know which type of tenancy that you’re being offered (Assured, Assured Protected or Starter). If you’re unsure of the Tenancy Agreement that you have, please contact us.
You will be asked to complete an Income and Expenditure Form to check the property is affordable for you, along with a Pre-Tenancy Assessment to understand any needs you may have, such as mobility or disability support.
Any items not covered by Rooftop will be listed in a Handover Checklist. You would be asked to sign this checklist so that you’re aware of your responsibilities.
The structure of your home is insured by Rooftop, but the contents of it (your personal possessions, furniture, carpets etc) are not. We strongly advise all our customers to take out contents insurance in case of damage by, flood, fire, break in, etc.
Your rights are listed in your tenancy agreement. To maintain your tenancy, you must fulfil your responsibilities.
You must give us four weeks’ notice to end your tenancy. Get in touch with the Income Team to make sure you’ve paid off your rent account. Before leaving, your home must be clean, tidy, and free of all belongings and rubbish.
We normally allow pets in your home, but you must notify us in writing in advance, and you are responsible for any damage caused by your pets.
Yes. If you are looking to move, you may be able to apply for a mutual exchange with another social housing tenant anywhere in the UK, subject to eligibility criteria and approval from both landlords.
For more information, please refer to the website.
We use prevention, early intervention and partnership working to resolve ASB. Serious incidents should be reported to the police first. If you are experiencing ASB, report it on our main number 01386 420800 or via MyRooftop App and Portal.
You can expect an appointment with your Neighbourhood Housing Officer or Tenancy Services Officer and agree an action plan where appropriate.
More information please refer to the website.
Your Neighbourhood Housing Officer is your main point of contact for any help and support that you may want or need for your home and the surrounding area. This support covers day to day housing enquiries, advice on your tenancy and how to report problems. You can find out who your NHO is and how to contact them on our
website.
Your rent helps cover the cost of your home and some services. Full details are explained in the Rents and Service Charges section of the Customer Handbook.
Working out what benefits and financial support you are entitled to can be difficult, especially when there are changes to welfare. Our Benefits and Income Advisor can help you find the right support by signposting you to organisations outside of Rooftop including charitable grants or make referrals for debt advice.
If you are finding it hard to pay your rent or keep up with bills, you may qualify for additional benefits and support, depending on your circumstances. Our Income Team are here to help. Contact us before things get too tough. We are here to support and not to judge. Call 01386 420 800.
The service charge covers the cost of services that we provide to you as part of your tenancy, lease, or licence agreement.
Usually, these charges are for servicing or maintaining specific areas of the building you live in, such as lifts, lighting, fire alarms, CCTV, cleaning, and grounds maintenance, including any shared outdoor areas such as car parks and gardens.
As part of the Service Charge, a management fee is included to cover our costs in organising and monitoring the service, managing the service charge accounts throughout the year, and issuing your service charge statement.
If you are finding it hard to pay your rent or keep up with bills, you may qualify for additional benefits and support, depending on your circumstances. Our Income Team is here to help. Contact us before things get too tough. We are here to support and not to judge. Call 01386 420 800.
If you have any questions about your service charge, please contact us: enquiries@rooftopgroup.org
You can make changes on payment frequency that suits you, either weekly or monthly. Please contact Income Team.
You can view your rent balance and transactions through the MyRooftop App or Rooftop Portal.
The ‘make a payment’ option will redirect you to the PayRooftop portal. You will need to create a PayRooftop account to use the App or portal: https://rooftoppayments.paypoint.com
If you're struggling financially, please check our Benefit and income advice page and you will see different benefits information.
If you're unhappy with any aspect of our service, we want to hear from you so we can put things right and learn from your experience. You can make a complaint in the following ways:
- By completing an online form on our website
- By emailing us at generic.mail@rooftopgroup.org
- By phoning us on 01386 420 800
- In writing to Complaints Team, Rooftop Housing Group, 70 High Street, Evesham, Worcestershire WR11 4YD
- In person to Rooftop Housing Group staff
- By a third party or representative (e.g. family, friends, Local Authority Councillor, MP, Board Member, Mayor’s office)
If you've completed Rooftop's complaints process and remain dissatisfied with the outcome, you can ask the Housing Ombudsman Service to review your complaint. The Housing Ombudsman is independent of Rooftop and helps resolve disputes between social housing residents and landlords.
For more information, please refer to the website.
What Rooftop means to me
Shared Owner in Pinvin
Shared Owner
.png)
