2 0 2 5
I’m
Boris Worrall
Group Chief Executive
We know that many of you will be facing challenges with the cost of living.
At Rooftop, costs and demand for repairs continue to rise rapidly, alongside other increases such as the changes to National Insurance payments. The rent rise this year is essential to ensure that we can keep delivering repairs and other landlord services to you, while also investing in homes.
We are a not-for-profit organisation. This means that we use the rent that we collect to fund our services to you, especially those which you tell us matter most, such as repairs, tackling anti-social behaviour, and modernising and improving homes. All of our staff are paid the average wage for the role that they perform.
The demand for repairs continues at record levels, with around 20,000 last year. This means we will spend more than £12 million on repairs this year, an increase of 30% on the year before. We know that some customers have been waiting too long for repairs and I apologise for those delays. We are working hard to address that and are increasing the team significantly this year.
We will also continue to focus our limited resources on upgrading the energy efficiency of homes and other home improvements such as new kitchens, bathrooms and heating systems.
This year’s rent increase was agreed by the Board in line with the standard Government formula for social housing. In setting the rent at this level, the Board considered the average incomes in the areas where we work against the levels of rent to ensure that rents remain affordable. Our average rent this year is £130 a week.
Increasing the rent means that we are able to:
Increase the number of operatives carrying out repairs by up to five to bring down waiting times for repairs over the year.
Fund extra resources to tackle damp, mould and condensation in your homes. Upgrade the energy efficiency of homes.
Continue to fund our specialist Anti-Social Behaviour Team.
Thank you.
Value for Money
For each £1 received, this is how your money is spent:
25p Paying our loans and bank charges
21p Day-to-day repairs
14p Managing properties
13p Bills – gas, electric, water, cleaning
13p
Major improvements – replacing kitchens, bathrooms, and heating
5p Painting and other home improvements
5p Servicing systems – heating, water
2p Gardening and environmental work
1p Customers’ welfare and support
1p Insurance
Take a look at your local council’s website as many of them have pages to help with the cost of living crisis. To find out more scan the QR with your phone to see details on our website.
Universal Credit
Universal Credit (UC) is a single monthly payment to help with your living costs and provides support if you are working and on a low income or are looking for work.
UC is replacing the previous legacy benefits (listed below), that were available.
Child Tax Credit
Working Tax Credit
Housing Benefit
Income Support
Income-based Jobseeker’s Allowance (JSA)
Income-related Employment and Support Allowance (ESA)
UC also opens up access to other forms of support, including increased free childcare hours and reduced tariffs for certain utilities.
Look out for a letter called a Universal Credit Migration Notice from the Department for Work and Pensions (DWP) explaining what you’ll need to do and when you will move to Universal Credit. It’s important you check the date that you will need to claim by as you won’t be moved automatically. Do not worry, your letter will give you instructions to follow.
A sample of Universal Credit Migration Notice from the Department for Work and Pensions
It is important that you do not do anything until you receive your letter.
Look out for your letter as ignoring it could even stop your payments. If you have a question about claiming Universal Credit or have a problem getting online, call the number shown in your Universal Credit Migration Notice letter.
Tax Credits are ending on 5 April 2025. If you are claiming Tax Credits and are of State Pension Age,or are part of a mixed aged couple (where one of you is under and the other is above State Pension age), DWP will write to you to ask you to apply for Universal Credit or Pension Credit, depending on your circumstances.
You can use an independent benefits calculator on this government link to find out how much you’re likely to get on Universal Credit. Independent benefits calculator: Benefits calculators - GOV.UK
You can check with a local benefits advisor to find out what you could be entitled to. Enter a postcode on the website and choose an advice topic to find links to tailored information for your area.
Frequently asked questions (FAQs)
I claim Universal Credit (UC), what do I have to do?
You will need to inform the Department for Work and Pensions (DWP) of your new charges, but not just yet. You cannot report a future change to the DWP, and so you can only give them this information after 7 April 2025. Do not report before this date as it will not be applied and you will have to do it again. Keep this letter and set a reminder to update your online claim through your journal anytime from 7 April 2025.
What if I don’t claim Universal Credit but I do claim other benefits?
Some people are better off on Universal Credit. You can go to this government link www.gov.uk/benefits-calculators and use the benefits calculator to check if you are better off.
What do I do if I can’t afford the increase?
Talk to us, work with us, and together we will work on the best solution to help you remain in your home. Call us on 01386 420800, email income@rooftopgroup.org or use your MyRooftop app.
I pay a service charge, do the same increases apply?
As a responsible landlord we will only recover service charges in line with our policy, which is to cover our costs – there are no hidden charges; however, you may notice that some service charges are higher due to the increased costs of providing the services to you.
If you have a question that is not listed above, scan the QR code below, fill out the form and we will get back to you.
Will I see any benefits in my home and local community?
We’re committed to ensuring that your home meets the requirements of the Decent Homes Standard, that your home is energy efficient and that we provide quality services that meet your needs. We want to be visible and accessible, and this year we have been talking to communities about how we can really help with local priorities. We will continue to provide quality homes that are affordable, and continually improve grounds maintenance and cleaning services.
I don’t claim benefits; do I have to adjust my Direct Debit with my bank?
Don’t worry, your Direct Debit will be changed automatically by our team – you don’t have to do anything. This change will be confirmed in writing.
What about my Standing Order?
If you pay your rent via a Standing Order you must change the amount with your bank. If you wish to set up a Direct Debit for future payments, please contact our Income Team: Tel: 01386 420800 or Email: income@rooftopgroup.org
You can always check your balance and make other changes using the MyRooftop app.
Support vulnerability
Your paragraph text
We understand that life brings challenges, and sometimes, you might need a little extra support or adjustments made either temporarily or permanently.
Vulnerability isn’t always about having a specific condition like a disability or illness. It can happen to anyone, at any time, due to life events like bereavement, mental health challenges, financial difficulties, or other changes. Sometimes, these situations make managing your home harder.
We also understand that you might not always feel ready to share personal details. We try to identify signs during our daily contact, like when you report a repair, sign up for housing or talk to us about an issue. Our colleagues throughout Rooftop may ask questions to understand your needs better.
We listen to you, take the time to understand your circumstances and work with you to make sure you’re getting suitable services.
We will: recognise when you might need extra help record your needs carefully and securely respond by making reasonable adjustments to support you.
Our aim is simple: to provide fair access, fair outcomes and fair opportunities for everyone. If you’re feeling vulnerable or need extra support, please don’t hesitate to reach out.
Email: enquiries@rooftopgroup.org
Tel: 01386 420800
Help Us Update your information Help You
As a reliable landlord, we care about providing you with services that suit your needs, and your updated information allows us to understand your unique circumstances better.
Our colleagues will continue to ask a selection of questions whenever you have contact with us.
They may ask for details such as:
Alternatively, the easiest way to update your information is on the MyRooftop App.
Having accurate and up-to-date information is vital for you and us. It allows us to communicate efficiently with you, provide tailored and right services that suit your needs and develop policies to address specific challenges.
Your information is stored securely. We will never share, sell, or use it for anything other than improving how we deliver our services.
Download ‘PayRooftop App’
To make it easier for you to pay your rent in the palm of your hand, download the ‘PayRooftop’ App.
The App is now available on the Apple App Store and on Google Play, just search PayRooftop.
Multilingual Chat Box
If you are a non-English speaker and would like to discuss your rent, click on the Multilingual Chat Box on our website, ask us questions in any of the following languages:
You can make rent payments, view your payment history, save bank card details and schedule recurring rent payments. Arabic Chinese
