As we’ve mentioned previously, from 1 June 2023 our repairs service will operate under our subsidiary RHP Home, which is the organisation that our new partner Kier Places will manage. Our gas, heating, and hot water repairs, as well as our gas and electrical compliance testing, will be carried out by Smith & Byford.
This partnership brings the best of our three organisations together, to enable us to provide you with an excellent repairs service.
To manage the transition between our current partners and the delivery of our service through RHP Home, we need to make some temporary changes to our service throughout May.
What this means for you
- From 2 May, you won’t be able to book an essential repair online and you will need to call 0800 032 2433 to make an appointment.
- The process for booking an emergency repair will remain the same and you will still need to call us.
- Once your repair has been booked on our system, a member of the Kier team will give you a call from a withheld number to arrange your appointment at a convenient time for you.
- We’ll monitor the situation, and this may carry on into early June. We’ll keep you updated on when the online booking service is open again. We’ve made this decision to limit disruption to the service as much as possible.
- Repairs might take a bit longer to get sorted for you during this period, so we ask that if you can, you only book an appointment for anything that is urgent.
Thank you for your patience during this time. There will be no change to the way we carry out gas and electrical checks.
Improvements from 1 June
From 1 June, you’ll start to see operatives attending with RHP Home branding on their uniforms, vans, and ID.
We’re confident these new partnerships will have a positive impact on our service, responding quickly to keep your homes safe, warm, and comfortable. We hope you notice a difference from June, and further improvements after that as we establish RHP Home. We’ll be providing a range of opportunities for you to feedback on our repair service so that we can keep getting better.
Some of the improvements you can expect include:
- an increase in the number of people employed to help deliver our repairs service
- more flexible appointment times
- an improved online appointment booking system that will make it easier for you to select the right repair.
For more information about our new repair service, check out our FAQs.