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.
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.
We will publish our 2023 – 2024 figures by the end of June.
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.
Complaints 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.
Development spend
We want to show you the good we’re doing in your community. Development spend over £500.
What Rooftop means to me
N Bodie
Tenant