Reporting
As a registered housing provider Rooftop Housing Group is serious about transparency, honesty, and clarity.
Our reporting
As a registered housing provider Rooftop Housing Group is serious about transparency, honesty, and clarity.
Every year we publish our financial reports, and our ‘Customer Report’ so that customers, investors and stakeholders can see where we are spending our money, and how we are fulfilling our commitment to value for money.
As a not-for-profit we know that every penny in our organisation needs to be used to help our communities and we are committed to showing you how we do that.
Performance Figures
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Tenant Satisfaction Measures (TSMs) Report
The Regulator of Social Housing has introduced Tenant Satisfaction Measures, TSMs for short. This is to make sure housing providers are held to account for their actions and give customers greater visibility of their performance.
The TSMs are 22 measures that all housing associations must measure and report on. These are split into two parts, ten performance measures and 12 customer perception survey measures. You can read more about TSMs on this easy guide here.
Our first set of annual results for 2023-2024 are published in the report below.
At the start of 2024-2025 (from 1 April 2024 until 31 March 2025), we set a target of 82% landlord satisfaction. This was based on carrying out telephone surveys only, as we have done historically, and the target was based on previous years’ results. For openness and to more accurately compare how we are doing to others, we asked an external company to carry out our surveys from August, and to conduct an equal proportion of phone and digital surveys. Digital surveys, by email and text message, produce lower results. Therefore, for this year, we will also publish our customer perception survey results for ‘telephone only’ surveys, so that we can compare our performance to the 82% target, as well as publishing the combined phone and digital survey results.
We propose to set a new target for next year (2025-2026) and, from 1 April 2025, we will only report the combined phone and digital results.
Complaints and Dissatisfactions Quarterly Reports
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Customer Complaints and Early Resolution
When customers contact us to raise a concern or issue, their feedback is logged as an early resolution.
Some early resolutions go on to become formal complaints, and our complaints policy sets out what our customers can expect from us if an early resolution does become a formal complaint.
Complaint Handling Code Self-Assessment
The Housing Ombudsman’s Complaint Handling Code (CHC) sets out a range of recommendations and criteria designed to improve the quality and consistency of complaint handling across the Housing sector. It is also intended to enable access to the complaints process by ensuring Housing providers promote their complaints process with residents and that customers understand how to make a complaint and what they should expect from their landlord when they do complain.
As a local housing association, we really care about our customers and the community and aim to create a culture where Rooftop is fair, puts things right and learns from complaints. Our previous approach to complaints management was not good enough and we want to apologise to those customers who had to wait too long for issues to be resolved, or who didn’t get the service that they should have done. We fully accept that major improvement was needed and have worked hard to ensure real change took place. In March 2024, a new centralised Complaints team went live and there is early evidence of improvement. As the Board of Rooftop Housing Group, we will continue to work with colleagues to champion the customer and push the organisation to improve all aspects of what we do.
The Member Responsible for Complaints (“the MRC”) has scrutinised and challenged our self-assessment against the Housing Ombudsman’s Complaint Handling Code and has given his assurance that it is a true reflection of our handling of complaints. The full self-assessment is available to view on our website.
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Customer reports
We want to show you the good we’re doing in your community.
Corporate reports
The plans set out what we will achieve for the years ahead, reflecting what customers have told us matters most.
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Approved non-confidential minutes of the Joint Boards
As part of the NHF Code of Governance (2020) Action Plan we have committed to publish approved non-confidential minutes of the Joint Boards.
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Environmental, Social and Governance Reporting
Rooftop Housing Group is proud to be an early adopter of the new housing association Environmental, Social and Governance (ESG) reporting standard, as overseen by The Good Economy.
Annual reports
Every year in line with financial regulations we publish our Annual Financial Report.
Development spend
We want to show you the good we’re doing in your community. Development spend over £500.
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What Rooftop means to me
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Keyworker Customer
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