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Customer Charter

we want to give you excellent customer service and a great experience when you contact us


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This Charter sets out how Rooftop Housing Group will run its services to meet your needs, regardless of the type of Rooftop home you live in.


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We want to give you excellent services and a great experience.

Customer Promises

Our Customer Promises are the way we will work together through your time living in a Rooftop home.

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Service Standards

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Service Standards - Rent and service charges

Service Standards - Building new homes

Service Standards - Repairs

Our Service Standards tell you what services you can expect, and how we carry out those services.

Service Standards - Moving in

Service Standards - Neighbourhoods and support

Service Standards - Communication

Service Standards - Keeping you safe

Engagement standards

Our Engagement Standards show what you can expect from us when you get in contact with us.

There are also different groups that you can join and be part of. These groups help Rooftop give better service

Engagement Standards - Help us to help you

Engagement Standards - Have a conversation

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Engagement Standards - Get involved

Contact us

You can contact us via our online form, email or telephone or by visiting our office in Evesham.

You will be contacted by your Neighbourhood Officer within 5 days or within 1 day if the complaint is of a serious nature

(Always call 999 in an emergency/you suspect a crime has been committed)

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