Responding to your feedback to improve our services to you
In our annual survey you said that an excellent repairs service is something that matters most to you. To improve our services to you, we have introduced a new way for you to report a repair. This is as well as by telephone 01386 420 800 or dropping into our reception.
Need to report a new repair or follow up on an existing one?
Use our new live chat service on the website. It’s another convenient way to speak with one of our repair officers in real time. The live chat also has multilingual features to reflect the cultural and language needs of our local communities.
If English is your second language, you will be able to report or discuss your repair in one of 20 languages.
You’ll find the option in the ‘Request a Repair’ area on our website.
Rooftop Housing
Quicker way of reporting damp and mould in your home
New opening times and new out of hours handler
To report damp, mould, or condensation, you can now fill out our quick five minute form on our website www.rooftopgroup.org and upload photos of the worst affected areas. This will help us to investigate and address your concerns more effectively. Our website also has information and advice on managing damp, mould and condensation. To improve our services, we have adjusted our opening times for reception and phone lines. We also have a new out of hours call handler to take your emergency repairs calls if you call out of hours.
Reception
Phone lines
Monday and Tuesday 9am – 4.30pm (Closed 12.30pm1.30pm for lunch) 8am – 4.30pm
Wednesday 10.30 – 4.30 (Closed 12.30pm 1.30pm for lunch) 10.30am – 4.30pm
Thursday and Friday 9am – 1pm 8am – 4.30pm
Out of hours call
www.rooftopgroup.org 4.30pm to 8am
Monday and Tuesday; Thursday and Friday Wednesday 4.30pm to 10.30am
Weekends 4.30pm on Friday to 8am on Monday
Stay safe and warm
As winter approaches, it’s important to prepare your home and take steps to stay safe and warm. Here are some tips on how to do so.
Check your heating system, boilers and radiators early. We strongly advise you to test your heating for one hour weekly to ensure it functions properly. If you find the heating isn’t working as it should, you can report it on our new live chat function on the website (details on Page 1) or call us 01386 420 800, so we can arrange any necessary repairs before the colder months arrive.
Cold weather can be bad for your health, particularly if you are over 65 or already live with a health condition. Ideally your home should be heated to at least 18°C. If you’re worried about your bills, contact our Money Advisors and they can refer you to get more specialist support.
Keep your gas appointment. We need to carry out gas checks at your home to ensure your heating system works properly and keeps you safe. If you suspect you have a gas leak, you must phone the gas emergency number on 0800 111 999 and ensure you are safe before calling us.
Ensure doors and windows are sealed properly to prevent drafts.
Keep your home well-ventilated to avoid damp and condensation.
Protect pipes from freezing and bursting, and keep your heating at a constant setting during cold snaps.
Test smoke and carbon monoxide detectors regularly.
Avoid using portable heaters overnight, and never cover radiators or heaters.
Stay as active as you can. Exercise can help keep you well. Keep in touch with friends and your community. If you need help, speak to your GP, pharmacist, carer, or key worker for advice.
Cost of living and energy bills support
We understand that many of you are finding it hard to cope with rising living costs or paying bills, which can affect your wellbeing. To help, we’ve been working closely with local authorities and organisations to secure funding and prioritise support for those who need it most.
The government’s recent changes to Winter Fuel Payments will now only be available to pensioners on Pension Credit Guarantee and working-age customers on means-tested benefits like Universal Credit.
Our Money Advisors have organised a number of drop-in sessions at schemes to promote eligibility for Pension Credit Guarantee, which can be backdated three months. We will explain these important changes to our customers, identify their eligibility and complete the online application forms for them.
If you’re struggling with the cost of living, heating costs or have concerns about your home, reach out to these organisations for advice and support
Rooftop Housing Group Celebrates 30 Years of Building Homes and Communities
Rooftop Housing Group is marking its 30th anniversary, celebrating three decades of providing safe, affordable housing and vital support services to local communities.
We’re proud of the positive impact we’ve made in addressing the housing crisis and are grateful for the support of our local partners. As well as meeting housing need, we also continue to do all we can to provide wider support and advice to customers.
Recently, we’re pleased to have received a positive result from the Regulator of Social Housing after a recent inspection. We have retained the top rating of G1 grading for governance, a compliant C2 consumer grading and a compliant V2 financial grading for viability. We will maintain our strengths and work hard to improve our services.
The full Regulatory Judgement can be read here: Rooftop Housing Group Limited (L4404) - Regulatory Judgement: 25 September 2024 - GOV.UK (www.gov.uk)
In 1994, the Evesham and Pershore Housing Association (EPHA) was established to take over 4,020 homes from Wychavon District Council. In 2003, the organisation rebranded and transitioned to charitable status, a key step in its growth and commitment to delivering effective housing solutions in the area.
Today, Rooftop offers not just homes but a range of support and services, such as housing with care, money advice, domestic abuse support and provides homes for the Gypsy and Traveller community at three sites. All the services are underpinned by values of caring, inclusivity and professionalism.
Support for domestic abuse survivors
X fled from physical, emotional and financial abuse with her children. With little more than the clothes on their backs, X found safety in a Rooftop safe house with all the necessary furnishings. Beyond accommodation, we helped her secure grants for essential items and coordinated her transition into a more secure long-term home with safety enhancements through the Sanctuary Scheme. Now, X and her children are safe, with the children settling into school while X is accessing ongoing support, including counselling from West Mercia Women’s Aid.
In the UK, police receive a domestic abuse call every 30 seconds, yet less than 24% of domestic abuse crimes are reported. One in four women and one in seven men will experience domestic abuse in their lifetimes. Also, 40% of homeless women state domestic abuse as a contributory factor to their homelessness. All these figures underscore
the importance of our support in helping survivors rebuild their lives.
Worcestershire has a network of safe houses across the county for those needing a secure place to escape to. Rooftop plays a crucial role in providing safe accommodation in Wychavon and offers support services to tenants in these homes.
Besides housing, we also assist with emotional support, understanding financial situations, claiming benefits, finding schools, registering with a doctor, meeting solicitors, navigating immigration and housing issues, reporting abuse and attending court.
If you or someone you know need advice:
West Mercia Womens AidDomestic Abuse helpline
Tel: 0800 980 3331
Male helpline
Tel: 0800 014 9082
Worcestershire County CouncilSanctuary Target Hardening scheme
For domestic abuse survivors who want to be safe to remain in their home and who have ended the relationship with the perpetrator.
Gloucestershire Domestic Abuse Support Service (GDASS)
GALOP (LGBT+ Domestic Abuse Helpline)
Tel: 0800 999 5428
Ensuring accessibility with completed adaptation works in Gloucester flats
We reaffirm our commitment to inclusivity and accessibility by completing two purpose-built social rent flats in Gloucester designed to accommodate wheelchair users, supporting them to live safely and independently in their homes, and stay connected with their communities.
The flats have an adjustable-height kitchen worktop, accessible oven, and fully wheelchair-friendly wet-room. They also include wider doorways, higher plug sockets, lower light switches, and reinforced ceilings capable of supporting ceiling track hoists. The external gates accessing the wheelchair ramp and the entrance doors are fully automatic and can be controlled by a fob and audio door entry system.
During the build and handover process, our colleagues assisted customers and closely communicated with them to ensure that each property met their unique needs and preferences.
The successful direct match of one of the flats, facilitated by Gloucester City Council, is a testament to the collaborative efforts between Rooftop and local authorities. This partnership is important in addressing the housing needs of individuals with specific requirements in the area.
A new customer who moved in August shared with her occupational therapist that she and her son are absolutely delighted with the flat.
The therapist added, "I appreciate all the teamwork on this case. The result is a home that meets the customer’s current needs and will hopefully do so for many years."
Over State Pension Age?
Are you or do you know someone of State Pension Age (66+) on a low income who would welcome extra money and support with heating costs?
Pension Credit is worth, on average, £3,900 per year and unlocks additional support including Winter Fuel Payment, help with Council tax, NHS dental care and for those over 75 a free TV licence.
How do I apply?
You can apply for Pension Credit online: gov.uk/pension-credit or call the Pension Credit claim line on 0800 99 1234.
Annual report to residents
Every year we publish an Annual Report to Residents to show you how we have been doing over the last year.
The report from April 2023 to March 2024 is available to download on our website.
If you want us to send you a hard copy, please contact us on 01386 420800 or email comms.web@rooftopgroup.org with your name and address.