News

Rosebery will be shutting on Friday 22nd December at 5pm and will reopen on Tuesday 2nd December at 9am. Our repairs and gas servicing will be open for emergencies only during this time. If you need to report a repair, please call 01372 814 000 or 0333 700 1025 or 0800 0960 395 (free call […]

Rosebery worked in partnership with Communities First who are a registered charity which undertakes a range of community involvement and training activities to support local engagement within housing estates and neighbourhoods. During the October half term both organisations teamed up to host a Halloween Fun Day for children in Watersedge. The event featured face painting, […]

About LEAP: LEAP is an energy and money saving service that is helping people keep warm during the colder months and reduce their energy bills without costing them any money. The service is free of charge. Advice Given to Customers: Tariff advice Fuel debt advice Smart meter advice Tips and advice on how to reduce […]

Our Tenancy Sustainment Officers (TSO) Lidia, Bilal and Sophie have so far this year (since April 2023) supported customers to gain £375k in unclaimed benefits. See below how our TSO have helped residents in different situations. “I recently helped a tenant get a Housing Benefit overpayment of over £5k reduced by £4,633 and ongoing Housing […]

About Pocket Power: The cost-of-living crisis has made life a lot harder for a lot more people. Pocket Power want to help people maximise their income and put money back in their pockets. Their advice is free and open to everyone, there is no eligibility criteria. Advice given to customers: How to reduce broadband bills […]

A mutual exchange is a home swap between two residents living in social housing. They can take place for many reasons, such as needing more (or less) space, moving for work or to be closer to family. It’s a great option for those who can’t access or don’t want to wait for the normal allocation […]

You may recall that we’ve suspended new applications to our transfer list. That remains the case whilst we review the best way to manage transfers in the future. If you already have an application in place, you remain on our list, and we will update you as soon as you are matched to a property. […]

Taking part in the survey is completely voluntary, but we do encourage you to give us your feedback so that we can use the results to improve the services that we provide. The responses from the survey will not be shared with any other organisation or used for marketing purposes. The responses are treated in […]

In today’s digital age, cyber security is more important than ever. With the rise of cyber-attacks and data breaches, it’s essential that we take steps to protect ourselves from these threats. Here’s a few tips to help you stay safe online: Keep your passwords strong and secure. Use a combination of upper and lowercase letters, […]

Please help us to develop our new Asset Management Strategy by completing a short online survey. All participants will be entered into a draw for the chance to win a £100 shopping voucher! What is Asset Management? Our Asset Management Team provides long-term maintenance to our homes. They do this through a programme of planned repairs […]

The Customer Experience Team plays a key role in providing a responsive service to deal with customer enquiries at first point of contact, via our contact centre and handles interactions through multiple communication channels, such as telephone, emails, live chat and My Rosebery, our online portal. The team is also leads on the management of […]

The relation between fires and e-scooters/ e-bikes is rapidly increasing. By the end of August 2023, the London Fire Brigade had fought 123 fires, compared with 116 in 2022 and 78 in 2021. The majority of fires related to e-bikes and e-scooters have happened in homes. These fires are often caused when charging the batteries. […]

The Estate Services Innovation Group (ESIG) continues to make good progress in offering service improvement ideas in the way we deliver communal services on our estates. A key focus of the work that they are doing to enhance the services provided, is actively listening to residents’ that have responded to the monthly estate services satisfaction […]

Resident Engagement Strategy Survey – reveals positive responses! In September we asked all residents to participate in our ‘Resident Engagement Strategy Survey’.  Our main goal was to understand your preferences and expectations regarding resident engagement, and the response has been outstanding. Following our merger with Town & Country Housing, we are looking to update our […]

In October 2022, Karen Boothe joined Rosebery as our Customer Engagement Officer, during this time a lot has been achieved. These accomplishments have increased resident voices to influence decisions that we make about the management of your homes. Highlights include rebranding of the Resident Scrutiny Panel (formerly Virtual Scrutiny Panel) and setting up two Service Innovation […]

Here are some benefits of extending your lease: You can extend your lease for an additional 90 years on top of your unexpired term, meaning that your flat is easier to sell and get a mortgage; Your ground rent is reduced to nil (referred to as a peppercorn rent) from completion of the lease extension; […]

Carbon monoxide poisoning can make you very unwell and can kill quickly without warning. Carbon monoxide is often referred to as the silent killer as you can’t taste, smell or see it. A leak can be very difficult to detect and so it’s important to be aware of the signs so you can act early […]

Gas Safety Week takes place from 11 to 17 September 2023 and we are joining in celebrating its thirteenth anniversary. This is a pan-industry event that sees everyone coming together to achieve one common goal – to keep the nation gas safe. Take a look at our top ten gas safety tips below! Work with […]

Related Posts Registered providers of social housing are regulated by the Regulator of Social Housing, to ensure that we provide good quality homes and services. The Regulator’s Consumer Standards provide a framework to help ensure these standards are achieved. The Regulator is currently revising the consumer standards and is consulting on their proposals. They have […]

Following our recent merge with Town & Country Housing, we are excited to shape an updated Resident Engagement Strategy. From 4th to 14th September 2023, we will be reaching out to all residents via SMS/Text, to gather your valuable input on how we deliver resident engagement. Resident engagement explained: Resident engagement is about listening to your […]

Which appliances use the most energy? Fridges, Freezers, Kettles. Do you have a Smart meter? If not why don’t you contact your energy provider and ask for one as it shows you how much energy you’re using in near-real time. With your smart meter in-home display, the energy usage of any household appliance can be […]

We are delighted to announce our involvement in Citizens Advice Epsom and Ewell (CAEE) Financial Literacy Project which has enabled them to expand to include students at Blenheim High School. The project is designed to give young people the knowledge and skills to understand and manage their finances before they leave school at 18.  It […]

Helping to make school uniforms more affordable While state school education is free, the cost of uniforms can be too much for many families, especially if items like blazers and ties have to be bought from a specified supplier. Tips for reducing the cost of school uniforms Ask your child’s school if they provide discretionary […]

Go the Extra Mile! On Sunday May 14 2023, Citizens Advice Epsom & Ewell will be walking, skipping, riding or rolling to raise funds for our community service. Join us for a 4+ mile or 9+ mile walk in the countryside around Epsom, Surrey and help us meet our target! We are walking the extra […]

Following our the completion of our merger, Rosebery is delighted to be part of Town and Country Housing. We’re excited at the prospect of working with our new colleagues at Town and Country and looking forward to making this merger a great success.

Some damp is caused by condensation. This can lead to a growth in mould that appears as a cloud of little black dots. Condensation occurs when moist air comes into contact with a colder surface like a wall, window, mirror, etc. The air can’t hold the moisture and tiny drops of water appear. It occurs […]

Throughout the months of February and March, if you receive a grounds maintenance service it might look slightly different. Groundscapes are currently completing their winter works programme and they want to ensure that every site is ready for spring. Instead of visiting twice during this period, they will be visiting once. But they will be […]

What’s a standing charge? A standing charge is a fixed daily amount that you have to pay to your energy supplier for the supply of energy to your home, even if you do not use any energy, your suppler will charge you a daily charge. The average standing charge for Gas is 0.28p per day. […]

Looking for a new job? Why not go along to the Epsom and Ewell Job Fair on Thursday 13th April 2023. Pop the date in your diary now!

What is condensation? It’s warm moist air, which is produced by household activities like cooking and bathing. It happens when this air hits a cold surface, such as a cold wall or window. If moist air cannot escape outside of your property it stays in your home. It’ll move around until it finds a cold […]

Did you know? That an average person breathes in around 14,000 litres of air every day, and with every breath, we release a small amount of water vapour. This builds up to around 400g of water vapour created a day. People who are active will breathe out more. Over the course of a day, do […]

We are looking for residents to join our Virtual Scrutiny Panel (VSP) and help us improve the services we provide. Come along to the VSP Open Evening to hear more about the work of the panel and to meet some of the existing members: 6.30 – 8.00pm on Thursday 16 February 2023, Third Floor, Newplan […]

It is our priority to make sure everyone has a warm, safe and dry home. If you are suffering from Damp and Mould try the following the steps: If you still have damp, condensation and mould please get in touch with us immediately either by logging onto the portal or email assetmanagement@rosebery.org.uk We understand this […]

Due to the icy weather today, the operatives won’t be able to mop floors as there’s a risk of water freezing. They’re unable to pick up litter as the ground is icy – they may use the time to attend to hedges.

The weekly ETHOS Job Club sessions have moved location: Where: Epsom & Ewell Hub, 2nd Floor, Global House, 1 Ashley Ave, Epsom KT18 5AD When: Every Friday (except Bank/Public Holidays) Time: 1100 -1300 Please call 07904908871 to book and attend.

Icy weather is anticipated this week. During this period operatives won’t be able to mop the floors as there is a risk of the water freezing. And if the ground becomes too icy or snowy they won’t be able to litter pick but they may use the time to attend to hedges. Services should hopefully […]

Healthy Homes is our exciting new programme we are rolling out for our residents, focusing on your home, its fitness for purpose and the living conditions it provides. We want to make sure all our residents are living in safe, secure, habitable and decent homes and that’s what this programme is all about. We aim […]

This is our exciting new programme we are rolling out for our residents, focusing on your home, its fitness for purpose and the living conditions it provides. We want to make sure all our residents are living in safe, secure, habitable and decent homes and that’s what our Healthy Homes programme is all about. We […]

Rosebery Housing Association is acutely aware of the impact that damp and mould can have on people’s health and well-being. As a responsible landlord, we make every effort to identify the problem and deal with it wherever it exists. We are committed to ensuring that all our homes are safe, decent and warm. In terms […]

Epsom and Ewell Foodbank Update: Foodbank sessions will run as normal through the Christmas period with two exceptions … Closures: Tadworth closed on Tuesday 27 December Epsom Methodist Church closed on Friday 30 December Clients need a referral to access the foodbank. Sadly, the foodbank is expecting an extremely busy December, and sessions to be […]

Our residents’ views are important to us At Rosebery we aim to deliver the highest possible standards of service to our residents. To make sure we reach these standards, we feel it’s important to check in with our residents on how we are doing. Why are we carrying out this research? We value your opinion […]

It is with great sadness that we announce the loss of our dear friend and colleague, Rossi Raffa, who passed away on 3 November 2022. Rossi had worked with our organisation for more than 22 years and was well known and admired by the many Rosebery residents he was in touch with every day. Along […]

Date and Time: Every Thursday 1-3 pm from 10 November to 8 December 2022 Venue: Epsom Methodist Church, Ashley Road, Epsom. Enrol at www.wea.org.uk course ref C3748313

We are seeking our residents’ views on a proposal to merge Rosebery Housing Association and Town and Country Housing Association (TCH). During the summer, we have been looking at how we might bring our two organisations closer together to create a stronger south-east regional presence that would benefit our residents. Subject to all necessary consultation […]

We are deeply saddened by the death of Her Majesty Queen Elizabeth II and we share in the nation’s grief. May she rest in peace. We give thanks for the extraordinary lifetime of service that Her Majesty gave to the nation and the world, and we pay tribute to a wonderful life that will be […]

Children aged 2, 3 and 4 may be eligible to receive Government funding at your local nursery. Flexible free funding can be received for up to 30 hours per week for 38 weeks of the year, or a maximum of 1,140 hours throughout the year. Further information and eligibility criteria are available below. For more […]

If you are a tenant who rents, your landlord may not cover your contents as part of the tenancy agreement. It’s a good idea to consider what a home contents insurance policy would cover you for in order to help you make an informed decision on whether you need one. Contents insurance is designed to […]

Make sure you stay alert to the dangers that lurk on the Internet. Here are our top ten safety tips: Keep your personal information safe Potential employers will need to know about your skills and professional background and how to get in touch with you but be careful about sharing personal information. You wouldn’t hand […]

You can report some of the most common issues, such as blockages and leaks, on the Thames Water website. If no existing issues show up after searching your address, click on the map to start a new report. The quickest way to get in touch with Thames Water to report issues, or for any other […]

A group of school children wearing uniforms walk through the corridor. They look happy and excited. This is a school in Hexham, Northumberland in north eastern England. Buying new uniforms and other school essentials can add up quickly. As the cost of living rises, it’s important to have a plan to cut costs as much […]

As the pressure steps up on landlords and tenants to navigate the rising costs of living we wanted to share another outlet for Tpas Connect. This is a place for tenants and housing professionals to chat and ask questions on a digital platform. It’s a friendly and insightful place with new discussions popping up every week. […]

Beginning in October, the Government will be offering 28 million households grants of up to £400 in the form of energy bill discounts to “take the sting” out of rising energy costs. In October and November, customers will receive a £66 discount on their bills, followed by £67 per month from December to March 2023. […]

We know that many of our residents will be impacted by the rising costs of gas and electricity, so we’ve taken some top tips from https://energysavingtrust.org.uk to help reduce costs.   Switch off standby Draught-proof windows and doors Turn off lights Do your washing on a 30-degree cycle Avoid the tumble dryer Shower in under […]

Following the great success of last year’s fair, we are delighted to share that the Charity Volunteer fair will be happening again on Friday 9 September at the St Giles Dell Centre in Park Lane in Ashtead from 4pm until 6.30pm. The Charity Volunteer fair has been described as a speed dating service for charities […]

We are reviewing our customer relationship management (CRM) system to give our customer-facing staff a single view of all customer interactions.

With fuel costs and energy bills soaring and the largest increase in inflation in 30 years, many people are struggling financially. It is a worrying time, but we are here to help. We have Tenancy Sustainment Officers (TSOs) at Rosebery who are trained in welfare benefits advice. Our TSOs can help you understand what benefits […]

We have three social media pages that you can follow: Twitter Facebook LinkedIn We regularly post interesting and informative updates, about the community and about our own information. Let us know what you think on our pages!

Children aged 2, 3 and 4 may be eligible to receive Government funding at your local nursery. Flexible free funding can be received for up to 30 hours per week for 38 weeks of the year, or a maximum of 1,140 hours throughout the year. Further information and eligibility criteria are available below. For more […]

Make sure you stay alert to the dangers that lurk on the Internet.

Intermediate market rent is designed to help first-time buyers save for a deposit to purchase a home within the next five years. It gives you the opportunity to rent a home that is being let at less than the market rate. You do not have to be an existing Rosebery resident to apply. Applicants must […]

Messaging us through My Rosebery is the best way to contact us. You can talk to your Income and Neighbourhood Officers directly, or our Customer Experience Team if you have a general enquiry. It is a one stop shop for everything to do with your tenancy and records with us. It is super simple to […]

Our Chief Executive, Deborah Pike, has taken the decision to step down from Rosebery Housing Association and has retired from the end of July 2022.

What to be proud of: We have a clear strategy for well-being and it is embedded into our ‘culture of caring’ as an organisation. We currently look after our people’s well-being by ensuring there are clearly communicated policies and processes in place to support and engage people with the three pillars of well-being. We listened […]

If you are a tenant who rents, your landlord may not cover your contents as part of the tenancy agreement. It’s a good idea to consider what a home contents insurance policy would cover you for in order to help you make an informed decision on whether you need one. Contents insurance is designed to […]

What to be proud of: We have clear corporate objectives and we encourage our people to bring these to life.

Following our recent assessment, here is some feedback from Investors in People on our Gold accreditations in both of their categories: People and Well-being. In our assessment, 100% of staff interviewed said that they would recommend Rosebery as a great place to come and work. Reaching this Gold standard is a significant achievement for Rosebery and it defines […]

If you live in a block with shared or communal areas, you must keep them clear of obstructions and personal possessions. These includes items such as pushchairs, children’s toys, play equipment, furniture, washing machines and any other unwanted goods awaiting disposal. We have an obligation to ensure these areas remain free of items that might cause a hazard or […]

We have formed several Service Innovation Groups to improve the delivery of our customer services.

We use electricity every day to access entertainment and keep our homes warm and bright. It is easily accessible and makes our lives much more enjoyable, however, it is easy to take it for granted and forget how dangerous it can be. Every year, faulty electrics or electrical equipment cause around 70 deaths and 350,000 […]

This year’s anti-social behaviour (ASB) awareness campaign focused on the effects of ASB on young people. It also emphasised the importance of educating the public about their role in dealing with ASB in the local community. Rosebery Housing Association has shared some useful information on the topic of ASB, with articles explaining how we improved […]

To register for your My Rosebery account, go to our website, www.rosebery.org.uk and go to ‘My Rosebery’. To register, go to ‘Register for My Rosebery’. You will then see the first sign up page. You will need to input your surname, date of birth and Tenancy Reference. If you do not know your Tenancy Reference, […]

Anti-social behaviour (ASB) affects us all and it’s everyone’s responsibility to help in preventing it.   Resolve is leading the way in ASB Awareness Week, which is also supported by the Home Office, Local Government Association (LGA), National Police Chiefs’ Council (NPCC), and the National Fire Chiefs’ Council (NFCC).   YouGov research, commissioned by the […]

You were unhappy with the time taken to resolve instances of anti-social behaviour (ASB). We have appointed a dedicated ASB Enforcement Officer and we have updated our IT systems to improve our recording and monitoring of reports. We are reviewing our ASB policy and process, to provide clarity on our service and to improve responses. […]

Our Income Team Manager and Tenancy Sustainment Officer recently caught up with Alex, the new ETHOS Advisor for Epsom.Alex is here to help individuals (19+) in Epsom and Ewell to find jobs by providing assistance with CV writing, interview methods, developing digital skills and finding appropriate courses. Here is how ETHOS helped one of our […]

To be eligible for this payment you must be a claimant of Universal Credit, ESA Income Related, Income Support, JSA Income Based, Pension Credit, Working Tax Credit and Child Tax Credit. The £650 cost of living payment for low-income benefit claimants will be paid in two instalments of £326 and £324. The first payment will […]

We enjoy the opportunity and challenge of honing personal skills!

The fire doors and frame set fitted to your home are designed to resist the spread of fire for 30 minutes giving you and your family time to take the correct course of action in case of a fire. It is important that you do not make any changes to the door that may compromise […]

As the world warms, extreme weather events are becoming more frequent and intense, sea levels are rising, prolonged droughts are putting pressure on food crops, and animal and plant species are being driven to extinction. While organisations and businesses need to bring about large scale change, it’s good to know that we can make small […]

We enjoy the opportunity and challenge of honing personal skills! In supporting our residents, there are several free resources available to you, including training materials from a range of providers.

To help you decide whether home contents insurance is right for you, Rosebery has teamed up with Thistle Tenant Risks and Ageas Insurance Limited who provide a specialist tenants’ contents insurance policy. The Crystal Insurance Scheme provides insurance for the contents of your home, including items such as furniture, carpets, curtains, clothes, bedding, electrical items, jewellery, pictures and ornaments. […]

The Government has announced its intention to extend the ‘Right to Buy’ (RTB) scheme to housing associations. If this goes ahead, the RTB initiative would be accessible to around 2.5 million housing association residents. Boris Johnson said he intends to give greater freedoms to housing association residents to buy their homes and he said the […]

Last year, the police recorded 872,911 crimes involving domestic violence in England and Wales. This was a 5% rise over the previous year’s total. If you are a victim of domestic abuse, it’s important to be able to raise alarm bells, even if this is just with a whisper. If you call 999 but it’s […]

Rosebery has created a digital consultation platform, called Rosebery Voice, that enables our residents to have their say and have their voices heard. We want to offer Rosebery residents the best quality homes and services, so we value your views and opinions on a range of topics. We want residents to feed back to us […]

Sophia Demetriou is leading a new project called Step Forward with the YMCA!

Last Thursday morning, these four members of our Rosebery Housing Association team spent some time engaging with our residents at West Hill Court.

If you are a Rosebery resident you can have your voice heard and help to make a difference by becoming a member of our Virtual Scrutiny Panel (VSP). The panel plays a critical role in influencing decisions on the standard of services we provide. Joining our VSP gives you the opportunity to ensure that we […]

The Epsom & Ewell Hub based in Epsom’s Ashley Centre helps local 18 to 24 year old adults on Universal Credit to develop their skills and build their confidence.

ETHOS is a free service (which Rosebery helps to fund) that runs a job club and one to one appointments.

Rosebery Housing Association and Town and Country Housing are looking at an opportunity to form a combined regional entity within the Peabody Group.

Enjoy the 4-day Jubilee Weekend! This Jubilee offers numerous opportunities for participation. Here are some jubilee events you can attend: Queens’s Platinum Jubilee Pageant Sunday, 5 June 2022 Buckingham Palace link Hosted by Platinum Pageant The opening act of the Platinum Jubilee Pageant is For Queen and Country. It will be a military spectacle honouring […]

There are lots of activities to look forward to as we celebrate the Queen’s Platinum Jubilee, marking her 70 years of service.

What are fire doors? Fire doors act as a barrier to fire and toxic smoke. They help to stop a fire from spreading through a structure, they limit the extent of damage and they allow for evacuation, stay-put and safe access for emergency services. Fire and smoke doors can be found on stairwells, corridors and […]

It’s when the cold air cannot hold all the moisture and drops of water start to appear. Homes are often not adequately heated and ventilated, so water vapour and condensation can build up.

You were unhappy with the standard and frequency of cleaning services in communal areas. Our Virtual Scrutiny Panel undertook a review of our Estate Services and made several recommendations. Looking to improve these services, we are re-procuring the contract for communal cleaning and grounds maintenance and we are acting on feedback, along with suggestions from […]

We have a quick, helpful tip. A person’s body language is influenced by their confidence. When an athlete wins a race, they often display a V-shaped victory posture but when someone cries, they often ‘curl up into a ball.’ Our bodies react to hormones released. But did you know that our hormones are also affected by […]

Epsom Citizens Advice have sent across their annual review. It reflects on the support they have provided to Rosebery residents during the financial year 2021/22. Citizens Advice is important to us; they help us, they offer free, impartial advice and they are available to anyone. Rosebery funds two specialist advisors at Epsom Citizens Advice. They […]

Rosebery are pleased to have been a contributor to a report commissioned by PlaceShapers, whg and the National Housing Federation (NHF), showing how social landlords responded to the effects of the pandemic.

Our report sets out our complaints handling performance during the period January to March 2022.

The mission of ETHOS is to provide local Epsom and Ewell residents with the right guidance and advice to obtain employment, access training and improve skills. The qualified Employment and Learning Advisers are passionate about what they do and bring with them a wealth of experience and expertise. Whether you are dealing with redundancy, returning […]

The Government is calling for social housing tenants to apply to join its newly launched Social Housing Quality Resident Panel. The deadline for applications is Friday 29 April 2022. Social housing tenants up and down the country are being invited to apply to join the Government’s newly launched Social Housing Quality Resident Panel. As part […]

Overall, we have seen an encouraging trend of increased levels of satisfaction compared to the last survey completed in Q3 (October – December 2021). The service areas where we have seen improvements are: • 67% of respondents are satisfied with the ease to find someone to deal with their enquiry at first point of contact. […]

This annual fair is a free networking event, connecting local businesses with local job seekers. If you are job hunting, it’s a great chance to bring along your CV and meet some prospective employers. People representing local companies will be on hand to outline what they do and talk through any employment opportunities. It’s a […]

Frequently Asked Questions Rosebery is currently exploring the options for helping those affected by the war in Ukraine. We have communicated with our team members as to how they can become involved in different efforts. We have also started speaking to the local authorities in which we operate, to establish whether there are any opportunities […]

Rosebery Voice is an interactive, engaging and informal way for all Rosebery residents to make their voices heard. Acting on your views, Rosebery Voice works to make positive changes in the way we operate. It allows residents to take a leading role in helping us to develop and co-design services to meet your expectations. You […]

The Epsom Foodbank centres have now reopened. All foodbank centres will have PPE in place to protect clients and volunteers. The centre opening times and venues are: Merland Rise Church, Tadworth KT20 5JG: Tuesdays – 10am – 12pm Ruxley Church, Ewell KT19 0JG: Wednesdays – 1pm – 3pm Epsom Methodist Church KT18 5AQ: Fridays – […]

We’ve created a short video message to reach out to all our residents. It reinforces our vision to make a positive difference to people’s lives, it talks about our commitment to you and sets out what we see as our ‘shared commitment’. Take a look below!

The WEA have new courses available to anyone living in East Surrey. Check them out below. If you are looking for more courses and different opportunities, please see the WEA East Surrey website. Introduction to Mentoring –  Taster 15/07/21 10am-12pm Book online Preparing for Zoom interviews & meetings 06/07/21 & 08/07/21 10am-12pm Book online Introduction […]

If you are a tenant who rents, then your landlord may not cover your contents as part of the tenancy agreement. It’s a good idea to consider what a home contents insurance policy would cover you for in order to help you make an informed decision on whether you need one. Contents insurance is designed […]

On Thursday 1 April 2021, Council Tax Support was replaced by Council Tax Income Discount (CTID) for working age residents in Epsom & Ewell. The discount is administered by Epsom & Ewell Borough Council to reduce the amount of Council Tax charged for people who are on a low income or are unemployed. To apply […]

Our Annual Customer Complaints Report provides the key statistics about our customer complaints recorded by Rosebery from 1 April 2020 to 31 March 2021. We view complaints as an important way of capturing feedback from our customers about the services we provide. Complaints provide valuable information about how we are performing and what customers think […]

At Rosebery, we are keen to deliver the best possible service to our residents. To help us do this we are working with a market research company called IFF Research. IFF may contact you to ask for your feedback. They will ask questions around how you think we are doing as a landlord or about the […]

Rosebery was an early adopter of the National Housing Federation (NHF) ‘Together with Tenants’ initiative to create a stronger relationship between housing associations and residents. Housing associations that adopt the Together with Tenants charter sign up to six commitments, including: When things go wrong. The focus of this commitment is that ‘Residents will have simple […]

Have you seen our handy ‘How To’ videos to help you fix small repairs at home? Take a look at them on our Repairs advice and FAQs page. You can find out how to change a light bulb, reset your RCD board and more. Let us know if there are any other repairs you would […]

ETHOS’s mission is to provide local Epsom and Ewell residents with the right guidance and advice to obtain employment, access training and improve skills. The qualified Employment and Learning Advisers are passionate about what they do and bring with them a wealth of experience and expertise. Whether you are dealing with redundancy, returning to work […]

In December 2019, we launched a new digital consultation platform called the ‘Sounding Board’, as way of receiving regular views from residents on our existing services and our priorities for improvements. During this time, we have carried out three quarterly surveys seeing 500 residents respond. The ‘Sounding Board’ has proven to be a successful tool […]

Every quarter we publish a report about the complaints we have received, providing an overview of the feedback given and how it has been handled. Rosebery provides a service for making complaints to: give dissatisfied customers a mechanism for seeking redress collect feedback to enable Rosebery to review its performance and continuously improve services This […]

The role of the Virtual Scrutiny Panel (VSP) is to explore, examine and test Rosebery’s customer-facing services on behalf of residents. The VSP then makes recommendations to Rosebery’s Board to improve services and increase customer satisfaction. The VSP recently completed a service review of ‘Vacant Property Management’. The decision was taken to look at this […]

If you have regular access to the Internet, you should be getting in touch with us over digital methods. One of these methods is our resident portal, My Rosebery, the fastest way for you to get in touch with us. For example, you can send us a message 24/7 and when we reply, you receive […]

Clarion Housing and the Surrey Lifelong Learning Partnership are teaming up to offer support on getting online, learning new ways of working, employment skills and more. The free online sessions are hosted by a skilled mentor who can help with: Getting online. Learning how to use your internet device. Searching and apply for jobs listed […]

Our Virtual Scrutiny Panel (VSP) aims to scrutinise our frontline services and offer recommendations for how we can make improvements. The three guiding principles include: Being resident-led. Reaching evidence-based decisions. Ensuring all recommendations are acted on and they achieved the desired outcome to improve services. The VSP have recently worked with our Board to improve […]

Did you know, you are around eight times more likely to die from a fire if you don’t have a working smoke alarm in your home. Check out our tips below to stay safe at home: Would your smoke alarm save you? Working smoke alarms correctly positioned in your home can save your life. Make […]

As you spend more time at home, you are likely to become more aware of noise from your neighbours who are also home for longer periods and at different times to their usual routine. We encourage you to be patient and tolerant, as always, but especially so during this period. However, we are aware that […]

Every year we collect and remove tons of items left in communal areas and hallways. These are a potential fire risk and we must ensure clear access at all times. Please play your part by helping us to maintain a clean, safe living environment. Residents who leave their belongings in communal areas will be charged […]

From April 2021, your rent will change. You will have received notification of these changes at the end of February. Here is some guidance on what you need to do next. If you receive Housing Benefit We will notify the Local Authority about your new charges. You should check that any changes in your housing […]

At Rosebery we aim to deliver the highest possible standards of service to our residents. To ensure that this can be achieved, we need to receive residents’ views and feedback on how we are doing. This helps us to design and deliver continuous service improvements. We work with an independent market research company called IFF […]

Welcome to this Spring edition of our newsletter, Community News. You can make a real difference and there are many ways that you can get in touch and involved, for example, via our Virtual Scrutiny Panel, surveys, consultations, social media, My Rosebery and more. Your voice is important to us, that is why we want to […]

Catalyst Housing Limited and Rosebery Housing Association have today formally announced their partnership, with Rosebery becoming a subsidiary of Catalyst. Catalyst owns and manages 34,000 homes in London and the South East and Rosebery has around 2,700 in Epsom and the surrounding areas. Discussions between the two organisations began in August last year, with both […]

The government has published its COVID-19 Response (Spring 2021), setting out the roadmap out of the current lockdown for England, which is still in a national lockdown. Until this position changes and restrictions are eased, you must stay at home, leaving only where permitted by law, and everyone should follow the latest government guidance. Our […]

Our app is a great way to manage your tenancy on the go. By downloading our free app, you’ll be able to: check your My Rosebery account; pay your rent; report a repair; give feedback on estate services; read our latest news; follow us on social media; and contact us and stay in touch. How […]

Have your say and help us to improve services! We are looking for residents to take part in mystery shopping activities to: Carry out ‘mystery shops’ on particular areas of our services via different methods. Help identify the areas that work well and where we need to improve. Offer constructive feedback on your experiences. Training […]

Mediation Surrey are offering a ‘Support Coaching Service’ for people who are experiencing Anti-Social Behaviour (ASB) online or over the phone. The support service is free to Surrey residents and gives people a safe space to: Talk in confidence with a coach about the present and the future. Develop strategies, skills and confidence. Feel safer […]

The fire doors and frame set fitted to your home are designed to resist the spread of fire for 30 minutes giving you and your family time to take the correct course of action in case of a fire. It is important that you do not make any changes to the door that may compromise […]

We have published some handy FAQs for our residents who may be experiencing lost or reduced income during the Coronavirus crisis. Please see below:  Q: I am worried about paying my rent because of the Coronavirus pandemic; what can I do?​ Rosebery understands you may be anxious during this very unsettling period and we want […]

What is condensation? It’s when the cold air cannot hold all the moisture and drops of water start to appear. Often, in the cold weather, homes are not sufficiently heated and ventilated so water vapour and condensation can build up. It usually forms on cold surfaces and places where there is little or no movement […]

Excessive energy usage not only costs a lot of money, but it uses up a valuable amount of natural resources. By making small changes, you can reduce the amount of energy you use and support the environment. Here are some handy hints: Turn it down! Many homes have their central heating set higher than needed. […]

We are delighted to provide the results the ‘Sounding Board’ survey that was completed in December 2020. It was encouraging that so many of you got involved in this and let us know what you think of our services. Read the report below: The key aim of the ‘Sounding Board’ is to improve the way […]

Keeping you and your family safe in your home is important to us. It’s our responsibility to make sure the buildings and internal areas of your home meet fire safety requirements. Alongside this, our residents and leaseholders have their own responsibility to keep communal areas clear of fire hazards. We carry out regular checks on […]

It is important to know which repairs are your responsibility and which repairs we will cover. To help you understand the difference, we have created a handy ‘Repairs Responsibilities‘ page. If you have any questions about repairs responsibilities that have not been clarified, please contact our Repairs team through your My Rosebery account or call 0800 096 […]

In July 2020, the Housing Ombudsman introduced a new Complaints Handling Code, setting out good practice for social landlords to respond to complaints effectively and fairly. Some of the key areas in the Code are: Universal definition of a complaint Providing easy access to the complaints procedure and ensuring residents are aware of it, including […]

Despite best efforts, we know that occasionally things can go wrong and we encourage residents to let us know when they do, so that we can take steps to put them right. All complaints we receive will be acknowledged by the Customer Experience Team within two working days. Where possible, this will be by phone, […]

Make sure you stay alert to the dangers that lurk on the Internet. Here are our top ten safety tips: Keep your personal information safe Potential employers will need to know about your skills and professional background and how to get in touch with you but be careful about sharing personal information. You wouldn’t hand […]