Social Tenant Access to Information Requirements (STAIRs)

You can find out information about who we are, how we are run and how key decisions we make:

• Find out more about us, our purpose and values
• Senior staff names and roles are outlined on the Meet the Executive Team page
• Our governance arrangements are outlined on the Governance and the Board page.
• The Annual Plan and Corporate Plan set out what we will achieve for the years ahead, reflecting what customers have told us matters most
• As part of the NHF Code of Governance (2020) Action Plan we have committed to publish approved non-confidential minutes of the Joint Boards
• Our complaints process explains how we ensure we’re compliant with the Housing Ombudsman's Complaint Handling Code.
• How we involve our customers in making decisions
  
  • We work with customers to improve how we deliver our services. For more information, please view our Customer Engagement page.
  • Our Customer Strategy sets out our approach to involving residents in improving their communities and services
  • Our Customer Scrutiny Panel page provides information and the outcomes and recommendations from recent resident-led service reviews
  • We also publish stories in Residents Update, the Rooftop Housing Group’s resident magazine.

• We are committed to transparent finance and spending practices. Check the links below:
  
  • You can explore our Annual Reports and Financial Statement on Report Page. Value for Money Reports can be found on Delivering value for money page. 
  • We also publish a more accessible and customer-friendly annual report that can be accessed online.
  • We publish development expenditure monthly.
  • Environmental, Social and Governance report can be found here.

This section outlines our future plans and explains how we maintain, repair, and invest in our homes:

• Our Corporate Plan 2025-2028 sets out our three-year strategy. A full copy of the plan is available to download.
• You can read about our annual commitments and priorities, shaped by what customers have told us matters most, in our Annual Plan.
• A list of the strategies Rooftop Housing Group has in place to ensure good governance on the Strategies page.
• Good Quality Homes Strategy 2026-2029 sets out our plans to deliver safe, decent, energy-efficient homes in Rooftop’s communities

• We publish monthly performance figures on the Reports page to show how we are doing in repairs, investment in homes, customer services and how we handle anti-social behaviours (quarterly figures presented).
• Tenant Satisfaction Measures (TSMs) Report is published on the Reports page and includes the following information:
  
  • Overall satisfaction
  • Keeping properties in good repair
  • Maintaining building safety
  • Respectful and helpful engagement
  • Effective handling of complaints
  • Responsible neighbourhood management

• Annual Complaints Performance and Service Improvement Report, Housing Ombudsman Self Assessment and quarterly complaints volumes, handling and outcomes information can be found on the Reports page. 
• Customer reports carries annual service delivery information, showing the good we’re doing in your community. 
• Information about completed and planned scrutiny reviews can be found on the Customer Scrutiny Panel page. 
• Media releases – go to the Rooftop News page on our website

This section provides information about the services we offer to tenants, as well as the advice, guidance and support available.

• Our website contains information about the various services we provide. You can find the information you'll need to manage your home as a Rooftop customer.
• The Customer Handbook is the guide to our services. It includes information that explains your tenancy agreement, what you can expect of us and what we expect of you. The handbook also includes contact details for the emergency services, how to contact us, how to report a repair and other important information.
• Further guidance and advice for tenants can be found under Advice and support section, including income and benefits advice, support to domestic abuse victims and how we will work together with our tenants and other agencies to help make the communities better places to live.
• Under the Find a home section,  you can find information including how to apply for a home, Shared Ownership guidance and housing support to key workers, retirement and housing with care, Gypsies and Travellers and veterans. 
• We'd be happy to arrange for information about our services in an alternative format.  
• If you are a non-English speaker and would like to discuss your rent or request a repair, you can use the multi-lingual chat services on the website in one of 20 languages. 
• Tenants can contact us by filling out our contact form, calling, sending email or visiting our Evesham office. They can fill out the online report / request forms if they want to report an issue or request permission for something to do with your home. 
• Tenancy fraud page shows types of tenancy fraud, Rooftop’s approach and reporting arrangements
• Our Privacy Policy shows how Rooftop uses personal information and how tenants can exercise data protection rights
• Tenants can check rent balance, make payments, contact the Neighbourhood Housing Officers and report ASB using Rooftop Portal and the MyRooftop App

This section provides information held in registers required by law: 

We’ve a legal responsibility to carry out certain important safety checks to ensure the home or buildings you live in remains safe. Manage Your Home pages contain safety information about damp, mould and condensation, gas and carbon monoxide, legionella, asbestos and fire safety

Social housing management

Our Policy page contains the policies that guide our decision-making and how we manage our homes and services. It’s also important to us that you can easily view our policies on topics, such as aids and adaptations, complaints, health and safety, pet, safeguarding, anti-social behaviour and more.

Our Policy page contains the policies that guide our decision-making and how we manage our homes and services. It’s also important to us that you can easily view our policies on topics, such as aids and adaptations, complaints, health and safety, pet, safeguarding, anti-social behaviour and more.