Customer Information
Support, guidance, and everything you need to know as a Rolig Homes customer.
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Customer Standards
What You Can Expect as a Rolig Homes Resident
As a customer of Rolig Homes, you can expect to receive a high standard of service in line with the expectations set out by the Regulator of Social Housing. We recognise these as best practice and strive to meet – and wherever possible, exceed – them. These standards cover:
Safety & Quality
These standards are designed to ensure safe, high-quality housing while promoting resident well-being.
- Stock Quality: Providers must maintain accurate records of property conditions and ensure homes are safe, well-maintained, and meet legal standards.
- Decency Standard: Homes must comply with Government’s Decent Homes Guidance and be maintained to this standard unless exempted.
- Health & Safety: Providers must take reasonable steps to protect tenants, ensuring compliance with legal requirements and risk mitigation.
- Repairs & Maintenance: Repairs and improvements must be efficient, timely, and clearly communicated to tenants.
- Adaptations: Providers must support tenants in accessing housing adaptations, collaborating with relevant services.
Customer (Tenant) Satisfaction Measures (TSM)
These standards ensure accurate resident feedback, which helps housing providers improve their services and satisfaction levels.
- Purpose: Providers must conduct tenant perception surveys to generate TSMs, ensuring consistent and comparable satisfaction data.
- Survey Scope: Covers 12 key satisfaction measures, including repairs, safety, communication, complaints handling, and neighbourhood impact.
- Survey Methodology: Must follow standardised question wording and response options, ensuring fair and unbiased data collection.
- Sampling & Representativeness: Surveys must be statistically valid, ensuring responses reflect the entire tenant population.
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Survey Timing: Large providers (1,000+ units) must conduct surveys annually, while smaller providers can survey every two years.
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Data Protection & Confidentiality: Providers must comply with privacy laws, ensuring tenant anonymity and ethical data handling.
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Publication & Transparency: Providers must publish survey methodology, including sample size, collection methods, and representativeness.
Customer (Tenancy) Standard
These standards ensure fair access, secure tenancies, and strong resident protections.
- Fair & Transparent Allocations: Homes must be allocated based on tenant needs and in cooperation with local authorities to address housing demand.
- Tenancy Sustainment & Evictions: Providers must support tenants in maintaining their tenancy and offer advice if relocation is required.
- Appropriate Tenure: Tenancy agreements must align with household needs, community sustainability, and statutory requirements.
- Mutual Exchange: Tenants must have access to exchange services, making it easier to swap homes based on eligibility and personal circumstances.
Neighbourhood and Community Standard
These standards ensure safer, stronger communities by fostering cooperation, tackling anti-social behaviour, and promoting resident wellbeing.
- Safety of Shared Spaces: Providers must work with tenants, other landlords, and relevant organisations to ensure safe and well-maintained shared spaces.
- Local Cooperation: Providers must collaborate with local authorities and community partners to promote social, environmental, and economic wellbeing in their areas.
- Anti-Social Behaviour & Hate Incidents: Providers must work with police and local agencies to deter and address anti-social behaviour and hate incidents, ensuring accessible reporting and timely responses.
- Domestic Abuse Support: Providers must partner with local agencies to support survivors of domestic abuse, enabling access to appropriate services and safe accommodation.
Local Support Services
Links to help you access community support in your area
Below are key resources available to customers living in our different locations. We’re here to help connect you with the right support.
North West
Customers in our St Helen’s and Newton le Willows properties can find links to local resources here:
Stoke and Leek
Customers in our Stoke & Leek properties can find links to local resources here:
Wolverhampton
Customers in our Wolverhampton properties can find links to local resources here:
Property Transfers
Property transfers explained
Transferring ownership of your home to another landlord is what we call a ‘stock transfer’, however we will refer to it as properties. Housing providers do this because they believe the service you receive can be improved by transferring the ownership of your home to a landlord who has better local management facilities and resources. This is often because they have a stronger local presence in a particular community and can provide services more efficiently.
If your home is transferred to Rolig Homes it will be because we have been identified as the landlord that are best positioned to provide the resource, financial backing and experience that will ensure your long-term care and provision is assured.
FAQs
Property Transfer FAQ’s
Will I have to move to a new house?
No. The change of ownership to Rolig Homes does not affect your right to remain in your current home or your tenancy agreement. Your tenancy agreement will simply be transferred to Rolig Homes with the same level of security you currently enjoy.
Will my rights as a tenant be affected
No. Rolig Homes will simply adopt your existing agreement. This will ensure that you enjoy the same terms and conditions as you do now with your current provider. You will retain all the rights you have now.
Can the new landlord increase my rent?
Rents are reviewed every year and a fixed formula which is set by the government is used to calculate the annual increase. The same formula must be used by the proposed new landlord. This will be monitored (by the Social Housing Regulator) to ensure any increases are within the allowable limit.
How will this proposal affect my service charges?
What happens if I have an agreement to pay off my rent arrears?
Any rent arears still due will be transferred to Rolig Homes who will work with you on your arrears.
Are Rolig Homes regulated?
Rolig Homes is a Community Benefit Society, registered under the Co-operative and Community Benefit Societies Act 2014. As such we are a not-for-profit entity. The purpose of a community benefit society is to serve the broader interests of the community. While not directly regulated by the Regulator for Social Housing we know that the standards they prescribe are best practice and we aspire to meet them where they are applicable to our business practices. This applies to the standards for safety and quality: tenancies: tenant satisfaction: neighborhood and communities.
Will I still be able to claim Universal Credit?
Yes, if you are currently receiving Universal Credit, you will still be able to do so.
Will my repairs still be carried out by Rolig Homes?
If there are outstanding repairs these will be transferred to Rolig Homes after the completion of the transfer.
Who are Rolig Homes?
Rolig Homes are a provider of safe and sustainable homes who work closely with commissioners and care partners to offer tailored support services that meet your needs.
Their ambition is to be the provider and landlord of choice for local authorities, whether delivering sustainable homes, individual care services, or providing intensive housing management required to maintain a home.
Will there be any changes to my care and support?
No, your care package will remain the same. All that will happen is that Rolig Homes will now be responsible for managing the agencies that provide the service(s) to you.
FAQs
Property Transfer FAQ’s
Will I have to move to a new house?
No. The change of ownership to Rolig Homes does not affect your right to remain in your current home or your tenancy agreement. Your tenancy agreement will simply be transferred to Rolig Homes with the same level of security you currently enjoy.
Will my rights as a tenant be affected
No. Rolig Homes will simply adopt your existing agreement. This will ensure that you enjoy the same terms and conditions as you do now with your current provider. You will retain all the rights you have now.
Can the new landlord increase my rent?
Rents are reviewed every year and a fixed formula which is set by the government is used to calculate the annual increase. The same formula must be used by the proposed new landlord. This will be monitored (by the Social Housing Regulator) to ensure any increases are within the allowable limit.
How will this proposal affect my service charges?
What happens if I have an agreement to pay off my rent arrears?
Any rent arears still due will be transferred to Rolig Homes who will work with you on your arrears.
Are Rolig Homes regulated?
Rolig Homes is a Community Benefit Society, registered under the Co-operative and Community Benefit Societies Act 2014. As such we are a not-for-profit entity. The purpose of a community benefit society is to serve the broader interests of the community. While not directly regulated by the Regulator for Social Housing we know that the standards they prescribe are best practice and we aspire to meet them where they are applicable to our business practices. This applies to the standards for safety and quality: tenancies: tenant satisfaction: neighborhood and communities.
Will I still be able to claim Universal Credit?
Yes, if you are currently receiving Universal Credit, you will still be able to do so.
Will my repairs still be carried out by Rolig Homes?
If there are outstanding repairs these will be transferred to Rolig Homes after the completion of the transfer.
Who are Rolig Homes?
Rolig Homes are a provider of safe and sustainable homes who work closely with commissioners and care partners to offer tailored support services that meet your needs.
Their ambition is to be the provider and landlord of choice for local authorities, whether delivering sustainable homes, individual care services, or providing intensive housing management required to maintain a home.
Will there be any changes to my care and support?
No, your care package will remain the same. All that will happen is that Rolig Homes will now be responsible for managing the agencies that provide the service(s) to you.
Our Policies
Customer Policy Documents
Our customer policy documents are available for you to download by clicking on the required link below.