Online repairs tool FAQs

Published: 31/01/2024

Our improved repairs online tool is available through your RHP online account.

What changes have been made to the online repairs tool?

The repairs online service is a completely new system that links to our RHP Home repairs service. We listened to your feedback on our old system and have now made it easier to identify the repair you need and provide us with important information about your repair and your circumstances.

We’ve also introduced self-help videos for simple repairs you may be able to fix yourself. 

How have customers shaped the development of the tool?

We gathered valuable insights from customers throughout the development and testing of our online repairs tool.

Is the tool accessible?

The tool can be translated and read aloud through accessibility software, which can be downloaded through your browser. We've also used straightforward, easy-to-understand language, and included more visual content.

What can I use the tool for?

You can:

  • request a repair for many routine jobs in your home and communal areas.
  • request, change, and cancel appointments for many repair types.
  • view the repairs you’ve requested.
  • view two years’ worth of your repair history.
  • watch ‘how-to’ videos for simple repairs.

We'll continue developing the tool to add the things you need. 

What do I need to call RHP for?

You should call us for help with:

  • emergencies
  • gas, heating, and hot water issues
  • damp & mould queries (if you're experiencing mould, please call us right away to make our dedicated damp & mould team aware)
  • updates on repairs you’ve already told us about. Requesting them online would cause a duplicate in our system, and won't provide the help you need.
  • arranging follow-up work.

If you need special assistance with a repair that's your responsibility or doesn’t appear online, please call us instead of just opting for the closest option.

How can I access repairs online? 

You can access repairs online at any time, on any internet-connected device (including a mobile phone), through your RHP online account. Once logged in, click on ‘home repairs’ or ‘communal repairs’, depending on what you need.

You can set up an online account here.

What appointment slots are available? 

You can request either an AM or PM slot, so you don’t need to wait at home for the whole day. Where available, Saturday morning slots are also an option.

What if I can’t find an available appointment?

The online service will display appointment availability for the requested repair within the agreed timeframe. If you don't find a suitable appointment, you can still request a repair online. Click the 'no suitable appointments' button, and the repair request will be directly handled by our repairs team, who will contact you to arrange it over the phone.

What if I can’t find the repair I need in the drop-down list?

If you can't see the repair you need listed, please contact our customer services team, as it means it's not available for online requests. Please don't choose the closest alternative, as your request will be rejected.

What can I expect when I request a repair?

We aim to confirm your repair within two working days by text message. We may need to call you to discuss your request in more detail.

Will you ever need to change my appointment slot?

When you choose your preferred appointment slot from the available options, we’ll review your request and reserve it in the operative's schedule. Sometimes though, if there's an emergency, we may need to prioritise other tasks. If this is the case, we’ll send you a text message to let you know.

What repairs are RHP responsible for?

We are responsible for repairs to:   

  • kitchen units, worktops, kitchen taps, wall tiles & vinyl floor coverings
  • baths, basins, toilets, showers, bathroom taps, wall tiles & vinyl floor covering
  • internal and external doors, including fire doors
  • window frames, handles, hinges & misted double-glazed windows
  • heating & hot water systems, including gas, electrical and non-standard systems 
  • leaks to roofs, service pipes, rainwater pipes, and gutters
  • drainage systems and clearance of blocked internal and external
  • electrical supply, electrical fittings, and mains powered smoke alarms
  • building structure including roofs, walls, floors, staircases & balconies
  • defective wall and ceiling finishes
  • disability aids and adaptations
  • garages attached to homes, and garages within blocks
  • boundary and dividing walls, fences, gates, and hard landscaping
  • communal repairs to blocks and estates

What repairs am I responsible for? (tenant)

Tenants are responsible for the following repairs:

  • repairs to wall and ceiling finishes (minor repairs including filling holes and hairline cracks)
  • redecoration
  • replacing plugs and chains
  • clearing minor blockages to sinks, basins, baths, toilets, showers
  • replacing shower heads, rails, or curtains
  • replacing standard light bulbs
  • replacing toilet seats, bathroom accessories, curtain rails
  • maintaining private gardens & repairing garden sheds
  • replacing lost door or window keys
  • gaining entry due to lost or forgotten door keys
  • repairing any accidental or intentional damage caused by you or visitors to your home
  • repair or replacing floor coverings outside of the kitchen and bathroom  
  • replacing batteries in smoke detectors
  • cleaning and treating minor mould growth
  • bleeding radiators
  • topping up boiler pressure

What repairs am I responsible for? (homeowner)

Homeowners are responsible for the following repairs:

  • repairs inside your home that are not connected to a communal system
  • repair or replacement of the flat door
  • glazing repairs

We're responsible for communal repairs, repairs to the building structure, and repairs to homeowner window frames.

How can I arrange a gas servicing appointment?   

Gas servicing is done every year. Smith & Byford will send you a letter providing details and an appointment date when your annual gas service is due. If the suggested date is not convenient, instructions on how to reschedule will be included in the letter.

How can I arrange an electrical check?   

Electrical testing is done every five years. Smith & Byford will notify you when your electrical test is due. If the suggested date is not convenient, feel free to contact Smith & Byford to reschedule.


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