National lockdown: impact on our services

Published: 14/01/2021

Following the latest national lockdown, which is due to be in place until at least mid-February, we want to update you on the impact to our services. 

Throughout the pandemic, we’ve consistently reviewed the latest Government advice and followed it carefully. Our priority remains to put the safety of you and our employees first. This means the following:

Repairs: our repairs service will be for emergency repairs only, which means we’ll continue to carry out anything that poses an imminent threat to life, danger of serious injury or major damage to the property. This includes no heating or hot water, total loss of power, major leaks, broken toilets (if no other toilet), blocked drains and major structural damage.

Planned maintenance work will be put on hold, however we’ll continue to carry out critical Health and Safety activities, including gas safety checks and electrical testing. If we contact you about either of these things, it’s important you allow us access to your home so we can complete them for your own safety.

Our employees and contractors follow the latest Government & Public Health England guidance when entering homes to make sure they carry out their work as safely as possible.

Booking an emergency repair: our online repairs appointment booking system is temporarily closed. To book an emergency repair, call 0800 032 2433.

If you’ve logged a repair and it's not categorised as an emergency, we’ll call to let you know your appointment has been cancelled. We’re sorry for any inconvenience caused and hope that you understand why. As soon as our normal service resumes, we’ll call you to schedule a new appointment.

If you or anyone in your household has symptoms of Coronavirus or you’re self-isolating or shielding, please let us know when you book an emergency repair or before any other type of appointment, such as gas servicing.

Caretaking: for the safety of both you and our caretakers, their services on site will reduce to essential work only. They will focus on removing bulky items from communal areas (as a fire risk), pulling out or rotating bins so they’re collected by the Council and checking communal lighting.

Lettings: guidelines state that people can still move home during this time, so our Lettings service will continue as normal.

Maintaining social distancing: both our repairs operatives and caretakers will maintain the advised level of social distancing whilst carrying out their work. To help protect both you and them, we ask that you also keep a two-metre distance from any employee you come into contact with.

Customer services: our Customer Services Team are still here to help - you can contact them via web chat at You can also call Freephone on 0800 032 2433 or 0203 166 2200 from a mobile. For more general queries, try the help and advice section of our website. It's designed to give you instant answers to any RHP-related questions, based on the questions we get asked the most.

Our office: our office in Teddington remains closed to all customers and visitors until further notice.

We’ll continue to monitor Government advice carefully and work to resume our services as quickly as possible, once we believe it’s safe to do so.

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