Tier 4 Covid-19 restrictions: impact on our services

21st December 2020

Following the latest Government announcement that London and surrounding areas have moved into Tier 4 Covid-19 restrictions, we have made the decision to adapt some of our services, to help keep you and our employees safe.

From today, our key services are as follows:

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.

Our online repairs appointment booking system will be temporarily closed. To book an emergency repair you’ll need to call 0800 0322 433.

If you’ve logged a repair and it's not categorised as an emergency, you’ll receive a call to let you know that your appointment has been cancelled. We’re sorry for any inconvenience caused by this 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 have symptoms of Coronavirus or you’re self-isolating, please let us know when you book an emergency repair.

Caretaking

For the safety of both you and our caretakers, their services on site will reduce to essential work only. This will focus on removing bulky items from communal areas (as a fire risk), pulling out or rotating bins so they are collected by the Council and checking communal lighting. To ensure minimal contact, they will try to carry out this work early in the morning wherever possible.

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 two metres distance from any employees you come into contact with.

Customer services

Our Customer Services Team are still here to help and you can contact them via web chat. You can also call Freephone on 0800 032 2433 2433 or 0203 166 2200 from a mobile.

Our contact centre will be closed as planned from Christmas Day until Monday 4 January. As mentioned above, you’ll still be able to phone to book an emergency repair.

For more general queries during this period, try the help and advice section. It's designed to give you instant answers to any RHP-related questions, at any time of day, 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 will review these changes in line with the latest Government advice early in January and will keep you updated.

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