Help & Advice

How can we help you?

Q: How can I book a repair?

A: Online through your RHP account. Just click on ‘book a repair'.

Q: How do I set up an RHP online account?

A: Sign up by clicking the 'sign in' button at the top of this page. You'll then be taken to a page where you can sign up or login with your Facebook details. You'll see a link which says 'activate your account', click on this link and your activation PIN will then be emailed to you.  Once it's activated you can choose your own unique memorable password to log in with next time.

Q: What if I need help online? 

A: Our online service is there for you, so tell us if something could work better for you.  Use our live chat service and we’ll be happy to help you find what you need, and hear your views about our online service.

Q: How can I report an emergency?

A: You'll need to call us on 0800 0322 433 if your home is not secure, if there's an unmanageable leak for example. An emergency is serious risk to human life or property.

Q: How can I rebook my gas servicing or repairs appointment?

A: Online through your RHP account. You can do this up until midnight the night before the appointment. Go to ‘My Homes’ and scroll to the bottom of the page to find the 'Book a Repair' feature.  For your annual gas service, if you can't see an alternative appointment that suits you, jump onto webchat and we'll help you.  

Q: How can I pay my rent?

A: You can make a payment 24 hours a day, seven days a week through your RHP account - you can also view and print your rent statement while you're there. If you prefer, you can set up a Direct Debit on a day of the month that suits you. That way your rent will get paid from your account automatically.

Q: How do I pay my service charges?

A: You can do this online, 24/7 through your RHP account. You can also set up a Direct Debit online for future payments - or make payments by standing order from your bank account by letting your bank know how often you want them to be made.

Q: What’s the quickest way to contact you?

A: Get in touch by email, live chat or Twitter. We’re committed to resolving your issue brilliantly and quickly online. Try us out! Click on 'Contact Us' to get started. 

Q: When are you carrying out repairs and decorations in my communal areas?

A: You can view the works planned for your home in our 'My Home' section. 

Q: I need to report antisocial behaviour 

A: Drop us a message through the Contact Us page or contact us via web chat and we’ll be happy to talk through any issues you may have. Remember you should also report anti-social behaviour to your local police on 101 who work closely with RHP.

We know things sometimes so wrong, so we look carefully at every complaint and take steps to learn and improve from them where we can.

Our commitment to you

If you’re not happy with our service, we’ll aim to put things right and resolve your issue quickly (you can expect to hear from us within two working days). If we’ve caused any problems we’ll say sorry and give you a full explanation.  If it’s going to take us a bit longer than two days to sort things out we’ll let you know. 

Your options

If you feel there are still things we need to put right, we’ll look again at your complaint. There may be some new actions we can take to move things forward. We’ll always try to reach a decision fairly. If you don’t think we’ve done this, you can ask your Ward Councillor or MP to review your query independently. If you live in the borough of Richmond, you can contact the Tenants’ Champion. For more information, visit www.richmond.gov.uk/tenants_champion. 

The Housing Ombudsman is a free, independent service that was set up to look at complaints about housing organisations. You can write to them eight weeks after you receive our response - or the Tenants’ Champion may contact them sooner, if you’re OK with this.
Housing Ombudsman Service, 81 Aldwych, London, WC2B 4HN

We’re committed to resolving your issue brilliantly and quickly online. If you need help with anything,drop us a line via the ‘contact us’ page.

You can make a complaint however you want to, using our Contact us page, Live Chat, Facebook message or Tweet or write to us.

It’s easier to phone you
Our web chat service is now the fastest way to get a response and it’s open 8am-8pm, Monday to Friday, longer than our contact centre, which is open 8am-5pm. Our other online services can be accessed 24/7, 365 days a year.

I find it hard to access your services
Our existing RHPi customers tell us our website is easy to use and you can complete most transactions in a few moments. If you hop onto web chat we can talk you through things while you’re online. If you’re still having difficulty we can put you in touch with one of our Digital Champions who can either give you one-to-one support at our office or tell you about your nearest computer club, where we can show you how to book a repair, view your rent balance online and make a payment. If you still feel there is a reason you cannot access our services in this way, you’ll still be able to call us. If you think this applies to you please give us a ring on 0800 0322 433.

I have a disability which means I may find it difficult to access services online or carry out any repairs myself – what should I do?
We will always take your personal circumstances into account when looking at how you can contact us and the repairs that you are expected to manage yourself. We’ll treat every repair on a case-by-case basis, and will continue to do all essential repairs. Where an elderly or disabled customer isn’t able to carry something out themselves we’ll always look at ways we can help them to get it fixed.

I don’t want to go online
Our existing RHPi customers are 96% satisfied with the service, based on our surveys carried out immediately and again two months after they’ve moved in. This is higher than satisfaction among our tenants who don’t currently use RHPi and is a great reflection on our digital services.

I don’t have internet access or a device

Do you have a smartphone or tablet? Our website’s been designed with mobile devices in mind. If you don’t have a smartphone or the internet are you near a public library? You can also use the computers in our reception area or drop into one of our computer clubs at Hounslow Heath or Calvert Court.

I prefer to deal with a person
And we like chatting to you! Jump onto our live web chat service and you can chat to someone within 30 seconds. Web chats are similar to spoken conversations – you can exchange messages with the other person in real time. If your query is less urgent you can also send us an email and we’ll get back to you.

I can’t afford the repair
If you’ve got a problem in your home that needs fixing, knowing what to look for sometimes means you can put things right yourself for very little money. It also means you don’t have to wait in at home for someone to do a repair. Check out the short and snappy videos on the help and advice section of our website for guidance on stopping a leak, boiler breakdowns, power cuts and adjusting your cupboard doors and look out for more ‘how to’ videos coming soon. It’s best to put something right early on, before it gets worse and costs even more to fix. Don’t carry out any repairs yourself that need professional help such as gas or electrical work, or that you’re not comfortable with.

I can’t explain my repair online properly

We don’t need that much detail. You’ll find a list of top ten repairs on our website – it might be one of these. If not, choose the trade you think you’d need (e.g. plumber or electrician) and put as much detail in the comments box as you can. You can also upload a photo so we can see what needs repairing.

Repairs are RHP’s responsibility - I’m not going to do them

We’ll continue to provide you with a good-quality home that’s maintained to a decent standard and just like if you were renting your home privately, our essential and emergency repairs service will help keep your home safe, sound and secure. We’ll still be providing the repairs we’re required to and will always treat repairs requests on a case-by-case basis, working with you to put things right. If you’d like advice on how to fix something, or you’re not sure what’s causing damage, let us know and we can point you in the right direction.

From 3 April 2017 we’ll be offering an essential repairs service – meaning we’ll still be providing all of the repairs we’re required to carry out. These are the most important repairs for keeping your home safe, sound and secure. We’ll continue to complete repairs within 10 days of them being reported and you’ll still be able to book emergency and communal repairs.

  • Damaged gutters and pipes
  • Blocked or leaking communal drains
  • Damaged windows or external doors caused burglary or forced entry
  • Electrical repairs
  • Major repairs or leaks to baths, showers, toilets and basins
  • Kitchen worktops, units and sinks

If you've booked a repair that's not part of our essential repairs service, we won't carry it out. 



If you’re an RHP tenant looking for or returning to work, want a career change or just need advice on your options, our employment experts can help. They also run a number of free, friendly, local job clubs. You’re eligible for a place if you’re over 18 and unemployed or on a low income. Customers who find work after completing the programme are eligible for our tailored rewards scheme.

For more information, email positivesteps@rhp.org.uk. 

What is ASB?
ASB can be any act that causes worry, fear or distress and affects your quality of life. It includes noise or repeated nuisance and serious acts of harm and harassment. We expect everyone to be considerate to their neighbours and make sure their guests do the same.

I'm experiencing ASB. What should I do?
We encourage customers to try and sort out any antisocial behaviour issues themselves where possible. It's a good idea to keep a diary of what's happening. Normally, if you speak face-to-face to the person causing the issue, the problem will be resolved - they may not be aware their behaviour is upsetting you. We can give you advice on how to do this so you have the best chance of resolving the issue. If this doesn’t work, it's not possible or there's a risk of harm, our ASB list explains how we can help with issues like noise, animal and neighbour nuisance, hate crime, domestic violence and untidy gardens.

How can I report ASB?
If there's a problem, drop us a message through the contact us page or hop onto web chat and we’ll be happy to talk through any issues you may have. The information you give us will be kept confidential - we'll only let you know we have a duty to share this information in very serious circumstances. Where issues are assessed as minor nuisance we'll offer advice and may signpost you to other self-help options. Where appropriate you should also report anti-social behaviour to the local police on 101. 

How can you support me?
We'll get involved where behaviour causes significant or repeated nuisance or annoyance. We'll also intervene where behaviour involves using (or threatening to use) force or violence, or where our housing is used unlawfully. We'll ask you to provide details of how the situation impacts you and where the risk is high we'll take action.

We promise to:

  • Let our customers know ASB will not be tolerated
  • Use warnings and tools like acceptable behaviour agreements to prevent ASB from getting worse
  • Work with our partners to tackle the causes of ASB
  • Apply a consistent process for managing ASB cases
  • Focus on protecting people from harm and supporting victims and witnesses
  • Keep you informed of the progress of your case

If you're thinking about making any changes to your home, it's important to know most improvement works can impact the safety of your home if they're not carried out properly. If you start work on your home without getting permission from us first your tenancy may be at risk and it could lead to you losing your home.

For more information on the process you'll need to follow, potential costs and when planning permission is needed, read this document.

If you'd like to make a change to your home, please fill out this form. 


1. RHP prize draws are open to all customers aged 18 and over.

2. RHP employees, family members or anyone else connected with the prize draw may not enter.

3. If you enter any prize draw we must have your name and email address. No purchase is necessary.  

4. Only one entry per customer.  Entries on behalf of another customer will not be accepted and joint submissions are not allowed.

5. RHP accepts no responsibility for entries that are lost, delayed, misdirected, and incomplete or cannot be delivered or entered for any technical reason. Proof of delivery of the entry is not proof of receipt by RHP.

6. Entries received after any specified closing date will not be considered.

7. One winner will be chosen from a random draw of entries received in line with these terms and conditions.  

8. The prize is non-exchangeable, non-transferable, and is not redeemable for cash or other prizes.

9. All customers who enter the prize draw shall be deemed to have accepted our terms and conditions.

Please visit our news page to find out the closing date for each of our live competitions.

If you have any questions connected to the prize draw, please e-mail us at customer.services@rhp.org.uk.

We know things sometimes go wrong, so we look carefully at every complaint and take steps to learn and improve from them where we can.

Our commitment to you

If you’re not happy with our service, we’ll aim to put things right and resolve your issue quickly (you can expect to hear from us within two working days). If we’ve caused any problems we’ll say sorry and give you a full explanation.  If it’s going to take us a bit longer than two days to sort things out we’ll let you know. 

Your options

If you feel there are still things we need to put right, we’ll look again at your complaint. There may be some new actions we can take to move things forward. We’ll always try to reach a decision fairly. If you don’t think we’ve done this, you can ask your Ward Councillor or MP to review your query independently. If you live in the borough of Richmond, you can contact the Tenants’ Champion. For more information, visit www.richmond.gov.uk/tenants_champion.

The Housing Ombudsman is a free, independent service that was set up to look at complaints about housing organisations. You can write to them eight weeks after you receive our response - or the Tenants’ Champion may contact them sooner, if you’re OK with this.

Housing Ombudsman Service, 81 Aldwych, London, WC2B 4HN

We’re committed to resolving your issue brilliantly and quickly online. If you need help with anything,drop us a line via the ‘contact us’ page.

You can book an everyday repair using our online appointment booking system – choosing a day and time that suits you. This makes it easy to book repairs on the go at any time using your smartphone or tablet. All you need to get started is a free online account. If you need a hand getting started, our live web chat service can guide you through booking your first appointment online.

RHP is legally required to:

  • Keep the structure and exterior of all homes and communal areas in good condition.
  • Make sure the supply of water, gas, electricity, sanitation, and water heating is in good working order.
  • Keep lifts and communal lighting working.
  • Make sure properties are fit for people to live in.

As an extra service we carry out repairs to:

  • Drains, gutters and pipes
  • Roofs
  • External walls, doors, window frames and sills, catches and sash cords;
  • Chimneys, chimney stacks and flues (but not sweeping)
  • Front paths and steps
  • Garages and stores which are built on our property
  • Heating installations
  • Water heating installations
  • Supply of gas, water and electric
  • Kitchen and bathroom to enable them to be used safely
  • Any other item that causes a health and safety risk to our customers or the general public.


    You are responsible for:

    • Maintaining fences and gates
    • Blocked sinks and toilets
    • Repairing broken glazing unless there is a crime number which can be checked with the police
    • Draught excluders
    • Renewing light bulbs and fuses
    • Repairing or replacing toilet seats
    • Repairing any equipment that belongs to them
    • Repairing kitchen cupboards except damage by rot, woodworm or where items are too old to repair
    • Maintaining showers not installed by RHP
    • Maintaining and testing a battery-operated smoke alarm
    • Locks for internal doors
    • Replacing, relocating or removing individual satellite dishes
    • Arranging for lock changes and door repairs due to being locked out
    • Repairing and replacing broken window handles
    • All minor plaster repairs and all plaster repairs caused by the customer stripping wallpaper
    • Kitchen and bathroom flooring not installed by us.

    If you've booked a repair that's not part of our essential repairs service, we won't carry it out. 

    We want to keep you safe and have a legal obligation to service and check your gas boiler and appliances if they were installed by us, to make sure they’re burning correctly and free from carbon monoxide. We want to do this at a time that suits you, so if you’ve been sent a letter about your gas service, make sure you stick to the suggested date or rebook it online.

    If we can’t enter your home when we need to, we’ll pop a card through your door, giving you an opportunity to rearrange the safety check.

    Direct debit

    The easiest way to pay is by setting up a direct debit so that your rent is automatically taken from your account each month on a day that suits you. To set up a direct debit click on the 'make a payment' icon on the homepage. Once you've done this then click on the 'set up a direct debit' link. You'll then be taken through the relevant steps. 

    Standing Order

    You can set up Standing Order payments from your bank account and agree with your bank how often you want payments to be made. This is a direct arrangement between you and your bank. This means that you are responsible for changing your payments if the amount of your rent changes.

    One-off payments

    You can make a one-off payment easily at any time through your RHP online account - all you need is your credit or debit card.

    To make a one-off payment click on the 'make a payment' icon on the homepage. Once you've done this then click on the 'make a one-off payment' link. 

    If you’re having trouble keeping your rent account up to date, please email customer.services@rhp.org.uk and we’ll put you in touch with a member of our rents team. They’ll be able to give you expert advice on budgeting and maintaining your payments.

    We take fly-tippingvery seriously – it’s illegal and dangerous and can ruin the appearance of your outside spaces. The money and time used to sort it out can also affect your caretaking services.

    If you report fly-tipping when you see it we can take action quickly against the people who are responsible. If they’re caught, fly-tippers can be fined or even sent to prison. Unless we are able to identify who's responsible for fly-tipping, we'll look to clear any rubbish away. To arrange collection of bulky items visit www.richmond.gov.uk.

    If you were living in your home as a Richmond council tenant when it was transferred to RHP, then you may have a ‘Preserved’ Right to Buy. This can also apply if you then move to another home owned by us but it does not apply if you move to a property owned by a different landlord. If you have the Preserved Right to Buy, then you can buy your home  in the same way as if you were still a council tenant. We'll be able to tell you whether you have the Preserved Right to Buy. Under the Right to Buy scheme you may be eligible for a discount of up to £104,900.

    The Government is currently considering extending the Right to Buy to all housing association tenants. We'll update this information as soon as we receive more details.

    To complete a Right to Buy form click here

    If you want to end your tenancy you’ll need to give us four weeks’ notice. The notice should be given in writing, dated, signed, and include details of your new address or a contact address. When we receive your notice, we’ll write to you, confirming your tenancy end date and when you should hand your keys in. You’ll then need to make an appointment with one of our team who’ll carry out an inspection of your home. You’ll also need to clear any rent that may be due.

    Please make sure the property is clear of all furniture, rubbish and carpets. If you leave anything behind we’ll charge you for removing it. You'l need to make sure:

    • The garden and shed are left clean and tidy
    • All rooms, under-stair areas, cupboards and lofts are clear and left in good condition
    • All doors, frames, fixtures and fittings are in good condition and that any damage has been fixed
    • Gas fires, cookers, fridges and washing machines have been removed, the supply made safe and that any damage has been fixed.

    Please return your keys to us before 12 noon on the last Monday of your tenancy. If we get them late you’ll be charged an extra week’s rent.

    Before you leave your home, we’ll check whether any work is needed because of damage or neglect. The cost of any repairs will either be re-charged to you or you’ll be asked to carry out the work yourself to an agreed standard.

    If there is asbestos in your home, it’s safe as long as it’s left undisturbed and you treat it with respect. If you think you have damaged asbestos in your home, let us know immediately - don’t try to remove anything yourself. To get in touch you can use our live chat service or email customer.services@rhp.org.uk.

    We know that sometimes it’s useful to have a bit more space. That’s why we offer a number of garages and parking spaces across Richmond at really affordable rents. Prices range from £7 a week for your own parking space and range from £22-35 a week for a garage – long or short term. We also have sheds for rent at Chertsey Court for £3.00 per week, priority for these sheds will be given to Chertsey Court residents.To find out more, get in touch.



    If you’d like a copy of any of our policies get in touch and we will send one to you. We have the following available:

    • Allocations
    • Affordable Rents
    • ASB
    • Complaints
    • Domestic Violence
    • Fixed term tenancy
    • Hoarding
    • Mutual Exchange
    • Rent arrears
    • Repairs
    • Succession
    • Safeguarding
    • Tenancy

    We know things sometimes so wrong, so we look carefully at every complaint and take steps to learn and improve from them where we can.

    Our commitment to you

    If you’re not happy with our service, we’ll aim to put things right and resolve your issue quickly (you can expect to hear from us within two working days). If we’ve caused any problems we’ll say sorry and give you a full explanation.  If it’s going to take us a bit longer than two days to sort things out we’ll let you know. 

    Your options

    If you feel there are still things we need to put right, we’ll look again at your complaint. There may be some new actions we can take to move things forward. We’ll always try to reach a decision fairly. If you don’t think we’ve done this, you can ask your Ward Councillor or MP to review your query independently. If you live in the borough of Richmond, you can contact the Tenants’ Champion. For more information, visit www.richmond.gov.uk/tenants_champion. 

    The Housing Ombudsman is a free, independent service that was set up to look at complaints about housing organisations. You can write to them eight weeks after you receive our response - or the Tenants’ Champion may contact them sooner, if you’re OK with this.
    Housing Ombudsman Service, 81 Aldwych, London, WC2B 4HN

    We’re committed to resolving your issue brilliantly and quickly online. If you need help with anything,drop us a line via the ‘contact us’ page.

    You can make a complaint however you want to, using our Contact us page, Live Chat, Facebook message or Tweet or write to us.

    These cover things like maintenance and repairs to common areas, insurance of the building and, in some cases, lifts, lighting, communal aerials, door entry systems, cleaning of common areas and grounds maintenance.

    Usually the charges also cover the costs of managing these services. They can vary from year to year. We work out what the costs are and bill you each year for the work we’ve done.

    We’ll make sure we clearly show what your money’s going towards.

    We have to maintain the main structure of your home to a reasonable standard for its age and type. This includes:

    • foundations, external walls and walls separating flats
    • roofs, loft spaces and chimneys
    • joists and beams supporting ceilings and floors in individual flats
    • window frames, handles locks and catches
    • glass in any communal windows
    • lifts, lighting and electrical fittings in areas you share
    • all of the structural parts in the shared areas.

    We also have to maintain the services and drainage, including:

    • communal drains and tanks
    • wiring, pipes, etc supplying water electricity and gas
    • pipes, guttering, drains and sewers removing waste water and sewerage
    • radio and TV aerials.

    We also look after external decoration and everything else in the areas you share, and in the surrounding area. 

    Your lease says you must keep your home in a reasonable condition for its age and type. You’re responsible for repairing or replacing:

    • floors and ceilings inside your home
    • internal walls of the home
    • doors and door frames
    • the glass in your windows
    • water tanks if they only serve your home
    • anything installed for heating and hot water for your own home – not the communal bits
    • fixtures and fittings -bath, toilet, kitchen units
    • pipes, wiring, drains inside your home plus any outside if they’re for your home only
    • plaster work and decoration.

    You can pay your major works invoice in 12 instalments, interest-free. To make things easier for you, If you want to start paying for the work when you receive the estimate, we can offer an extended payment plan of 24 months. To make payments, you can easily set up a direct debit by selecting the relevant invoice in your online account.

    You can see an overview of the works planned for your home for the next five years in our Home Maintenance section. We’ll aim to contact you six to eight weeks before work starts

    Your lease is a legal document that explains all of your rights and responsibilities. Included in your lease is:

    • Your term. How long you get to live there – and the date it starts. This is the term of your lease. Usually 99 to 125 years. You can sell your home but each time it changes hands the term reduces.
    • The basics. Who the lease is between – you and us, basic terms and details of the building you’re in.
    • Your rights. But also your responsibilities – so what you’re responsible for.
    • Ground rent. And when you have to pay it.
    • Service charges. What they’re for. How much. When you have to pay.
    • Our obligations. What it’s our duty to manage for you.
    • Conditions. The agreement we both have to stick to your lease’s conditions.
    • Specialists. Our right to use the surveyors, solicitors and contractors we need to keep to our part. Also any costs for these that you must contribute to.

    Your lease is split into sections, including nine schedules. One schedule for specific rights, responsibilities or obligations. These are:

    • First Schedule. This explains the estate’s layout and describes estate including gardens, store sheds etc.
    • Second Schedule. Explains the actual building your home’s in.
    • Third Schedule. Which parts are ours – your landlord’s.
    • Fourth Schedule. Which are yours – what you’re responsible for.
    • Fifth Schedule. Your rights of access. So how you get in, but also how things like power lines and water pipes get in.
    • Sixth Schedule. Our rights of access. So our permission, with your agreement, to come into your home for essential work to your home, or the estate. It also explains that we can change the boundaries of the estate and its rights of way.
    • Seventh Schedule. Spells out what you, as homeowner, have agreed to.
    • Eighth Schedule. The rules for the management of the property.
    • Ninth Schedule. What we must pay for as your landlord, and what you must pay for.

    Your long-term lease means you have to pay ground rent. You have to pay it on the date that’s on your lease.

    You can still call us if you have an emergency repair. An emergency repair is any fault which threatens life, danger of serious injury or major damage to property. This could be a total loss of water, a gas leak or no electricity supply. Emergency repairs include:

    • Total loss of water
    • Major leaks from pipes or roof
    • Total loss of heating (31 October - 1 May)
    • Blocked external drains
    • Dangerous electrical fittings or installation
    • Major structural damage

    To register your interest in one of our homes, visit www.sharetobuy.com/firststeps. You're eligible if:

    • You have a gross household income of no more than £90,000 per annum
    • You're unable to purchase a suitable home to meet your housing needs on the open market
    • You do not already own a home or you will have sold your current home before you purchase or rent.
    • Priority will go to Armed Forces personnel (serving military personnel and former members of the British Armed Forces discharged in the last 2 years).

    Most RHP tenants who've been a social housing tenant for three years are eligible to buy their home and can receive a discount of up to £16,000. To find out more about the scheme please go to https://www.gov.uk/right-to-ac...

    Our retirement housing RHP Living offers opportunities to rent across Richmond. If you’re 55 or over, are determined to stay independent but want a bit extra in the way of support then one of our RHP Living homes may be for you.  Due to the demand for RHP Living, we only accept customers with an income below £40k, savings below £70k and customers with no freehold or leasehold interest in a property - unless there are severe medical circumstances that are preventing them from remaining in their home.

    To join the waiting list for an RHP Living home, get in touch and we'll send you an application form. For those who need more support, we have two extra care schemes at Dean Road and Sandown Court, which offer accommodation with the extra benefit of care services from the London Borough of Richmond. You’ll need a referral from Social Services so please get in touch with your care manager or social worker. 

    You could try www.homeswapper.co.uk, the mutual exchange service where you can swap your home with another housing association or council customer. We’ll pay the joining fee for RHP customers and you just need to add details of your home to the website. Our top tip is to include lots of photos and helpful information about the area you’re living in.

    You could also join Home Choice, our online transfer scheme. You just need to complete an online application and once it's been accepted you can bid for any available homes on our website.There’s a high demand for homes advertised on Home Choice so we’d always recommend trying a mutual exchange first. Home Choice isn’t available for our keyworker customers or customers wishing to move to an RHP retirement home.

    To rent an RHP home you’ll need to apply to join your local council’s housing register.

    Richmond borough residents can find out more at www.richmond.gov.uk and Kingston borough residents can find out more at www.kingston.gov.uk

    RHPi is the service we offer to any new customers joining us from 1 April 2016.

    The idea

    We’ve revolutionised renting and affordable home ownership in London with a service designed to help those who can’t afford to buy or rent in the private housing market.

    The idea is simple – you get a good quality home with a five-year fixed term tenancy on a rent more affordable than you’ll find elsewhere.

    The deal

    We offer smart, clean, affordable home across South-West London.

    You can access our services 24/7, 365 days a year through our quick and easy-to-use website.

    These include:

    •   an essential repairs service

    •   an emergency repairs hotline

    •   regular cleaning of any shared areas and maintenance of green space surrounding           your home  

    •    access to online employment advice and support

    Our deal is simple. If you look after your home, are a good neighbour and pay your rent, you’ll get a ‘golden goodbye’ of £1,000 at the end of your tenancy with us. Full details of the scheme are included in our fixed-term tenancy policy which is available on request. See it as our helping hand for your next move. What’s not to like?

    Our homes

    We’ll make sure your new home is in tip-top shape by carrying out any improvements before you step through the door. This means that you can sit back and relax without the worry of things going wrong.

    Your home will be let in a good condition that will last at least five-years. We’ll also make sure the structure and outside of your home and any shared spaces are at a decent standard, the water, gas and electricity supplies and heating work and that any lifts and communal lighting are working.

    With your five-year tenancy agreement, we’ll arrange an annual visit to your home to check everything is OK.

    If something unexpected does need to be fixed we offer an essential repairs service and an emergency repairs hotline. You can access our repairs service 24/7 365 days a year through our website. You can book a repairs appointment in just a few clicks, choosing a two-hour arrival time that suits you. For any emergency repairs you can call our special hotline on 0800 0322 433. 

    For information on what's included in our repairs service check out the 'essential repairs' and the 'emergency repairs' sections on this page.

    What’s included in the essential repairs service?

    • Boiler or central heating breakdown
    • Roof leaks
    • Damaged gutters and pipes
    • Blocked or leaking communal drains
    • Damaged window or doors caused by burglary or forced entry
    • Electrical sockets
    • Baths, showers, toilets and basins (major repairs or leaks)
    • Kitchen worktops, units and sinks.

    You can book a repair appointment here choosing a two-hour arrival slot to suit you. If you've booked a repair that's not part of our essential repairs service, we won't carry it out. 

    You can also check out our selection of how-to videos for help with repairs that you’re responsible for.

    Our emergency repairs service covers:

    • Total loss of power

    • No hot water

    • Major leaks from pipes or roof

    • Total loss of heating between September to April (if the temperature is below 10 degrees)

    • Blocked external drains

    • Dangerous electrical fittings or installation

    • Major structural damage

    • Broken toilet if no other working toilet.

    If you have an emergency repair appointment you'll be able to book this over the phone.

    Examples of repairs that would be your responsibility under RHPi are:

    • Minor repairs to sinks, basins, baths, showers and toilets (e.g. unblocking sinks, fixing toilet seats, tightening screws and replacing sealant around sinks and baths)
    • Condensation (where connected to lifestyle and a need to ventilate the home)
    • Light fittings, fuses and plugs (when due to a problem with an appliance and not the circuit. Please do not try and fix anything in your fuse board)
    • Keys replacements and locks
    • Pest control (except in communal areas)
    • Fences between homes
    • Minor repairs to kitchen and bathroom tiling
    • Radiator bleeding
    • Batteries in smoke/heat/carbon monoxide detectors and door bells (if any of these items are broken, RHP will replace them)
    • Broken glass in windows due to accidental damage
    • Cupboard doors
    • Minor plastering
    • Gates (except communal areas)
    • Sheds
    • TV aerials and satellite dishes (except communal aerials)
    • Any repairs caused by misuse or home improvements

    It’s important that you don’t carry out any repairs yourself that you’re not comfortable with. Check out our ‘how-to’ videos for simple household repairs.

    If you've booked a repair that's not part of our essential repairs service, we won't carry it out. 

    For help with some of the most common repairs, check out our suite of videos below.

    We also have handy 'how to' guides on:

    Just click to view .


    What to do if there's a power cut