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"We are all working differently, but we are still here if you need help with housing issues or advice on services that we can offer.


We are all working differently. Your Neighbourhood Officers, Support Team, and Key Worker Accommodation staff are working from home, so please do continue to contact them if you need help with housing issues, or would like advice on services that we can offer, or help you to find.

Please keep visiting this page for any changes to our services and rest assured, if you do not have access to the internet, information about any substantial changes to our services during lockdown will be sent via the post.

Thank you for your patience and your kindness through this difficult time.

We're still working to keep our communities safe. 

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General Needs Housing

Internal visits continue with the priority to clear backlog of requests received since lockdown (i.e. Mutual Exchanges).

  • We will continue to ask customers relevant COVID screening questions before visiting 

  • We will continue to social distance where appropriate

  • We will use PPE if our member of staff chooses to and / or if requested to by customers.

Housing for Older People

  • Staff are taking lateral flow tests 2 times a week and certifying they have not been in contact with anyone who has tested positive for COVID and they are not showing symptoms themselves.

  • Visitors are required to wear face coverings in communal areas.

  • Structured and monitored activities for residents only have been restarted. We reserve the right to ask for proof or vaccination.

  • Communal areas are being cleaned and disinfected before and after activities.

  • All those attending will be asked to confirm that they have not been "pinged" and are not showing symptoms of COVID.

  • PPE will be used in line with current Government guidance


The first lockdown paused our services for three months, but since routine repairs restarted on 1 July, there have been a total of 7246 repairs booked, including emergency and urgent repairs, and 5154 repairs have been completed - we are committed to completing the remaining routine repairs outstanding as soon as possible.

We continue to work closely with our contractors, who routinely inspect and provide maintenance to internal and communal areas, i.e. cleaning, door entry systems, laundry rooms, lighting, playgrounds etc to ensure services can continue to be provided whilst ensuring safe working practices are in place. 

If we (or one of our contractors) need to come into your home during lockdown, we will continue to take all social distancing, personal protective equipment precautions and other appropriate safety measures necessary to ensure you and our team are safe. You can find a full list of the measures we will take, and what you need to do here and you will be given details when you call to book a repair on 01386 420800.


Our standard response times remain in place for emergency and urgent repairs; you can expect an emergency repair appointment within 24 hours and an urgent repair appointment within seven days. A regular repair will be made by appointment.


If you would prefer us to not come to your home as planned, please contact us and we will cancel your repair.  We will ask you to contact us when you feel happy for us to carry out any works in your home.

Your safety is key and now all of us are spending more time at home, servicing your boilers and checking your gas and electrical supplies are more important than ever, so these appointments cannot be cancelled, please let us in to carry out these essential works.  If you have any concerns or are shielding, please do get in touch.


Reaching out to those in need of extra support

We want to make sure that the health and wellbeing of our residents is protected.

We will be making welfare calls to those who have been identified as needing extra support. We have already contacted more than 1000 residents in this way. If you feel you need help accessing services, from us or one of our partners, please contact your Neighbourhood Officer on 01386 420800.

Your rent account

Your rent is still a priority and we understand that some of our customers are self-employed or will be struggling due to work closures.


We will be taking everyone’s individual circumstances into account and if you have any concerns about your rent account YOU MUST contact the Income Team or our Money Advisors.


They will be able to provide you with the correct current information and can provide help and support with getting the right benefit entitlements.

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COVID-19 and Money Advice

This continues to be a difficult time financially for many of our residents, if you are having money worries call our Income Team on 01386 420800 or email money.advice@rooftopgroup.org We have already helped over 800 people since the first lockdown, and our residents and their families have been helped to claim an additional £2.2 million pounds over the year.


The Department for Work and Pensions have made arrangements to support those who are affected by COVID-19.


They have a dedicated webpage for all their updates. This page provides information about COVID-19 and claiming benefits. It continues to be updated throughout this second lockdown.


Anti-social Behaviour

If you are experiencing Anti-Social Behaviour, you can expect an appointment with your Neighbourhood Officer within seven days or one day for very serious issues. You can report Anti-Social Behaviour on our main number 01386 420800.


Helping those

at risk of abuse

The Rooftop Domestic Abuse service are still helping our clients and is still able to offer support to anyone who needs us, though for your safety and for ours, we may be making contact via phone or video calling.


You can call the West Mercia Women’s Aid Domestic abuse helpline 24 hours a day, seven days a week 0800 980 3331 or in Gloucestershire call GDASS 01452 726570 (Monday to Friday), these services are available for men and women.

Our website has also more information about our Domestic Abuse services in the lives section.

The health and safety of our colleagues and customers is our main priority during Covid-19

We have carried out risk assessments to make sure that our colleagues, customers and partners are safe. These are the current assessments.


News and Updates