Repairs

Our repairs service for tenants includes:

• Kitchen units, worktops, kitchen taps, wall tiles & vinyl floor coverings.​
• Baths, basins, toilets, showers, bathroom taps, wall tiles & vinyl floor coverings​.
• Internal & external doors, including fire doors​
• Window frames, handles, hinges & misted double glazed units​.
• Heating & hot water systems, including gas, electrical & non-standard systems​.
• Leaks to roofs, service pipes, rainwater pipes and gutters​.
• Drainage systems & clearance of blocked internal & external​ pipes.
• Electrical supply, electrical fittings and mains-powered smoke alarms​.
• Building structure including roofs, walls, floors, staircases & balconies​.
• Defective wall and ceiling finishes.​
• Disability aids & adaptations​.
• Garages attached to properties and garages within blocks​.
• Boundary walls, fences, gates & hard landscaping​.
• Communal repairs to blocks & estates.

Tenants are responsible for:

• Repairs to wall and ceiling finishes (minor repairs including filling holes and hairline cracks)​.
• Redecoration due to wear & tear​.
• Replacing plugs and chains​.
• Clearing minor blockages to sinks, basins, baths, toilets, and showers​.
• Replacing shower heads, rails or curtains.
• Replacing standard light bulbs​.
• Replacing toilet seats, bathroom accessories, and 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 our customers or visitors to their home​.
• Repairing or replacing floor coverings outside the kitchen and bathroom​.
• Replacing batteries in smoke detectors​.
• Cleaning and treating minor mould growth.​
• Bleeding radiators.
• Topping up boiler pressure.

Our repairs service for homeowners includes:

• Communal repairs.
• Repairs to the building structure.
• Repairs to window frames.

Homeowners are responsible for:

• Repairs inside their home that are not connected to a communal system.
• Repair or replacement of the flat door.
• Repairs to glazing.

An emergency repair is a repair to make a situation safe where there is imminent threat to life, danger of serious injury or major damage to the property.

Our emergency repairs service covers:

• Total loss of power
• No hot water (during winter months only)
• Hot water coming out of cold water taps
• Major leaks from pipes or roof
• Total loss of heating between September to April (if the temperature is below 10 degrees celsius)
• Blocked external drains
• Dangerous electrical fittings or installations
• Major structural damage
• Broken toilet if no other working toilet.

If you have an emergency repair, please call us on 0800 0322 433. We have an out-of-hours emergency team who'll always be there to help.

Our repairs online tool is live through your RHP online account, allowing you to request and track repairs at any time and on any device.

You can also request a repair by calling 0800 032 2433.

We offer AM and PM appointment slots, and will work with you to give you a slot that meets your needs and lifestyle.

Through repairs online, you can:

• Request a repair for routine jobs
• Request, change, and cancel appointments
• View the repairs you’ve requested online
• View two years’ worth of repairs history
• Watch ‘how-to’ videos for common repairs that are your responsibility.

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.

You should still call us in these situations:

• Emergencies
• Gas, heating, and hot water issues
• Damp & mould queries (if you're experiencing mould, please call us right away)
• Updates on repairs you’ve already told us about.

We’re committed to completing your repairs in the following timescales:

• Emergency repairs: attend within 4 hours and complete (make safe) within 24 hours.
  These repairs are for issues that could cause immediate harm to people or property.
• Urgent Repairs: attend in 5 working days and complete in 28 working days.
  These repairs are for issues that are not immediate emergencies but still need to be addressed quickly.
• Routine Repairs: attend and complete within 28 working days.
  These repairs are for issues that don't need to be addressed immediately and can usually be carried out promptly.