From 15 April, you’ll notice a change when you contact us.
We’ve listened to your feedback that we don’t always resolve your queries as quickly as you’d like. We realised we weren’t set up in the best way to do this, so we've changed how our teams are structured.
When you call us, you’ll now be put through to the right team to help with your specific query: repairs, rent, your tenancy, or something happening in your neighbourhood. A couple of weeks before and after we make these changes, we'll go through a transitionary period, so you might find it takes a little longer than usual to get through on the phone. We appreciate your patience during this time.
To access our services online, log into your RHP online account where you can request a repair, check your rent balance, and make a payment.
Enhancing your customer experience: FAQs
If you have a question that’s not answered here, send it to [email protected] and we’ll add it to the list.
What’s changing?
When you call us, you’ll now be put through to the right team to help with your specific query: whether it’s repairs, rent, your tenancy, or something happening in your neighbourhood. A couple of weeks before and after we make these changes, we'll go through a transitionary period, so you might find it takes a little longer than usual to get through on the phone. We appreciate your patience as we adapt to this new way of working.
Why have you made these changes?
You told us we don’t always resolve your queries as quickly as you’d like. So, we’ve changed the way our teams are structured. We’ve done this to improve ownership and accountability between employees, and get more queries dealt with in the moment, over the phone.
How can I access your services from 15 April?
- If you’d like to speak to someone over the phone, call 0800 032 2433.
- If you’d rather not phone to request a repair you can use our improved online repairs tool, through your online account. Nearly 25% of all repairs are requested this way. Any repairs you request online will be confirmed within two working days by text message. Sometimes, we might need to call to discuss requests in more detail. For more information, check out this article.
- You can also make payments and check your account balance at any time of day through our website. You can sign up here if you don’t have a free online account yet. All you need is an email address.
- We’ve decided to take webchat offline. We acknowledge this service was inconsistent, and not always the quickest way to get an answer. Taking it offline means we can focus more on getting our other customer service channels right - like our phone service.
- We’ll be introducing more ways to contact us online. Keep an eye on our website and social media channels for more information.
How can I feed back about the service?
We can only deliver brilliant service if we listen to you and learn how to improve. There are plenty of ways for you to tell us what you think including:
- Responding to a text survey if we send you one.
- Contacting us about joining our customer scrutiny group – we meet every few months to discuss our service and policies.