Bringing our repairs service in-house

As we’ve been communicating with you over the past few months, from 1 October we’ll be bringing our repairs service in-house.

This means we’ll no longer be working with an external partner and will have full control over how repairs are delivered, making it easier to quickly adapt and improve where necessary.

In designing the new service, we’ve carefully considered customer feedback to make sure the service meets the needs of you and your home.

Our qualified and friendly Repairs Technicians (formerly known as Operatives) will continue to deliver the service in an RHP Home van and uniform. All Technicians will have identification with them – please check this before letting anyone into your home.

We’re confident that this change will lead to a better service for you in the long term. As with any significant improvement, it will take time to fully implement and for the benefits to be felt.

We appreciate your continued patience as we embed these changes and work through any challenges along the way. Please bear with us during this transition, and trust that we’re committed to resolving any issues as quickly as possible.

Temporary arrangements for 1 – 2 October

In the first two days of our new service, we’ll only be carrying out emergency repairs. This is because our Repairs Technicians will be needed on these days for important training and systems set-up.

Also, as we’ll be transferring information from our old system to our new one, you’ll only be able to request emergency repairs on these days, and our online booking system will be unavailable.

If you have an emergency repair, you can still call 24/7 as usual on 0800 032 2433. For any routine repairs that come up on 1 or 2 October, please wait until 3 October to request the repair online or to give us a call.

Our normal service will resume from 3 October onwards. Please bear in mind that our phone lines will likely be particularly busy on this day and going into the following week.

What’s included in our service

We’re responsible for carrying out certain repairs, and you’re responsible for others. What we offer through our repairs service remains unchanged, and you can see what’s included here.

Tell us what you think

We value your feedback and are committed to listening to your views to keep improving what we do.  That’s why after we complete your repair, we’ll send you a link to a short survey via text message. You’ll know it’s from us as the sender will be ‘RHP’.

You can also provide feedback in other ways about our repairs service including completing a contact form or coming along to one of our Community Engagement drop-in sessions.