Independent · not part of Rooftop Housing Group
Rooftop Housing Group repairs: how to report a repair, phone numbers and timescales
How to report a repair to Rooftop Housing Group: the repairs phone number, and how long Rooftop has to fix it. Rooftop’s own target for routine repairs is 28 calendar days.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: rooftopgroup.org
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
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Rooftop’s repair line is here.
How to report
Reporting a repair to Rooftop Housing Group
- 01Phone the repairs line. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Rooftop misses its own target, complain. You may also be able to claim.
- Live chatReport or follow up a repair by live chat on Rooftop’s repairs page: Monday, Tuesday, Thursday and Friday 8am to 4.30pm, Wednesday 10.30am to 4.30pm. Available in many languages.
- Damp and mould formOnline form to report damp, mould or condensation, linked from Rooftop’s damp page.
Emergency repairs
When to call Rooftop straight away
Phone Rooftop straight away if anything puts someone in danger or leaves your home unsafe. The number is in Rooftop’s repair contacts.
- 01Total loss of electrical power
- 02Unsafe electrical sockets or fittings
- 03Total loss of gas or electric heating between 1 October and 31 March
- 04Severe water leaks or bursts you can’t turn off
- 05Complete blockage of your only toilet
- 06Loose or falling brickwork or concrete
- 07A home that needs making secure
What counts as an emergency, from rooftopgroup.org.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Rooftop.
Timescales
How long Rooftop Housing Group has to fix it
Rooftop’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Rooftop’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursFixed or made safe within 24 hours; an adult must be in to meet the contractor. | Emergency hazards: investigate and make safe within 24 hours |
| Non-emergency | 28 calendar days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Rooftop asks you to report damp, mould or condensation as soon as possible, by phone or its online damp form, so it can investigate. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from rooftopgroup.org and Rooftop’s damp and mould page, checked 8 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 calendar days ago? That’s past Rooftop’s own target. You could claim compensation.
Start your claimYour options
If Rooftop Housing Group doesn’t fix it: your options
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 complain to RooftopYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Rooftop
Every social landlord 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.
Rooftop’s record
How Rooftop Housing Group performs on repairs
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 the repairs service in 2024/25.
of the Ombudsman’s findings about Rooftop in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Rooftop Housing Group
- How it handled concerns about damp and mould.Service failure
£600 ordered - How it handled reports of bathroom repairs, including the bathroom flooring, tiling and bath panel.Maladministration
£400 ordered
Sources: Regulator of Social Housing judgement, 12 November 2025; Rooftop tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Rooftop Housing Group’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Rooftop Housing Group repairs: questions
What is Rooftop Housing Group’s repairs number?
01386 420800. For all repairs, including emergencies. Rooftop's website does not publish phone line hours or an out-of-hours service.
How long does Rooftop Housing Group have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 calendar days (non-emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Rooftop Housing Group tenants?
Since 27 October 2025, Rooftop must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Rooftop’s own damp and mould commitment: Rooftop asks you to report damp, mould or condensation as soon as possible, by phone or its online damp form, so it can investigate.
How do I complain about a repair to Rooftop Housing Group?
Complain to Rooftop first, online, by email (generic.mail@rooftopgroup.org) or by phone on 01386 420800. Acknowledged within 5 working days, with a full reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Rooftop Housing Group?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Rooftop Housing Group for you. It’s free to check.
Start your claimIs Report Repair part of Rooftop Housing Group?
No. Report Repair is independent and not part of Rooftop Housing Group or any council or housing association. We show Rooftop’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Rooftop has to fix, by problem
Not Rooftop?
Other landlords in the Midlands
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- Shropshire Council repairsCouncil
- Solihull Council repairsCouncil
Reported a repair to Rooftop Housing Group and still waiting?
About 2 minutes. No documents. Free to check.