Independent · not part of Rooftop Housing Group
Rooftop Housing Group complaints, compensation and disrepair claims
Your options if Rooftop Housing Group hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkRepairs and phone numbers: Rooftop Housing Group repairs
LandlordRooftop Housing Group
Has Rooftop Housing Group been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Rooftop’s repair contactsFree to check · About 2 minutes
You can complain to Rooftop Housing Group, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Rooftop Housing Group hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Rooftop for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Rooftop
This can get Rooftop to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Rooftop to put things right. In its recent decisions about Rooftop, it ordered between £400 and £600 in compensation.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much. Rooftop’s own target for a routine repair is 28 calendar days, so a repair left longer than that is already late by its own standard.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Rooftop Housing Group
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Rooftop Housing Group asking for the repairs and compensation. Under the court rules for housing conditions claims, Rooftop should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to Rooftop Housing Group
Rooftop Housing Group has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Rooftop
Acknowledged within 5 working days, with a full reply within 10 working days of that.
- Stage 2
Ask for a review
Ask within 30 working days of the stage 1 reply; acknowledged within 5 working days and a Head of Service replies within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Rooftop to put things right.
From rooftopgroup.org, checked 8 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimRooftop’s record
What the regulator and Ombudsman found
Nov 2025: The regulator found weaknesses in Rooftop’s repairs and maintenance service, which was struggling to meet deadlines for urgent and non-urgent work.
of Rooftop tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Rooftop in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 12 November 2025; Rooftop tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Rooftop
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Rooftop Housing Group at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled concerns about damp and mould. Read the decisionService failure
£600 ordered - How it handled reports of bathroom repairs, including the bathroom flooring, tiling and bath panel. Read the decisionMaladministration
£400 ordered
Source: Housing Ombudsman decisions.
Has Rooftop let you down too? You could claim compensation.
Start your claimQuestions
Rooftop Housing Group complaints and claims: questions
How do I complain to Rooftop Housing Group about repairs?
Online: rooftopgroup.org. By email: generic.mail@rooftopgroup.org. By phone: 01386 420800. Say what the problem is, when you reported it, and what you want done.
How long does Rooftop Housing Group have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a full reply within 10 working days of that. Stage 2: ask within 30 working days of the stage 1 reply; acknowledged within 5 working days and a Head of Service replies within 20 working days of that.
Can I claim compensation from Rooftop Housing Group for damp and mould?
You could, if you reported it and Rooftop didn’t fix it in a reasonable time. A law firm on our panel can take it up with Rooftop for you.
Start your claimHas the Housing Ombudsman found Rooftop Housing Group at fault?
In 2024/25 the Ombudsman found maladministration in 92% of its findings about Rooftop. Recent decisions about its repairs are listed above, with the compensation ordered.
Why use Report Repair?
A law firm on our panel takes your claim up with Rooftop Housing Group: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Rooftop on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Rooftop?
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Still waiting for Rooftop Housing Group to fix it?
About 2 minutes. No documents. Free to check.