RHP Group Reviews 

I'd say RHP get 3 stars at best, in that sometimes they're good and fix things, and sometimes they're terrible. For example, I raised an issue with leaking gutters on the roof of my block of flats 7 months ago. They've communicated with me the whole time, yet no actual fix has taken place. I raised the job in spring and we're now into winter. It's not good service, and you have to be judged on the good and bad parts of your service.

POORLY BUILT HOUSING DAMP WALLS
MOULDS AND DAMP

for 2.5 years I’ve been complaining about damp carpets and damp walls and mouldy walls.

Yet RHP have failed to fix this issue. The only thing RHP have done is come clean and paint over the walls.
That’s like putting a plaster over a burnt wound!

My child who’s is 2years old has been in hospital and now suffers from asthma and is on inhalers. I have a 4month who has had a chesty cough since he was 1 month old.

This is all due to the mould in the walls. My furniture is ruined image my children’s organs!

RHP have done no investigation on the walls. Today i dug up the side of the wall to only notice that there is a gutter pipe with no outlet drainage since the new build was done. This explains all the wet walls and the the wet carpets and the mould growing in the inside of my house.

I have attached photos of the drain pipe that has no outlet therefore all the rainfall from the roof of the building falls on to the corner of the wall where my child’s bed is situated on the inside of the flat. This si why the walls are constantly wet! The new build is a complete fail and no investigation was done.

The walls also lack protective anti damp sheet that is supposed to be in between the bricks.

Please can someone come and put a proper drainage to the gutter pipe so it doesn’t flood the corner of my flat and the side of my walls.

If I could give 0 stars I would. I find it abysmal that RHP allowed myself and my disabled son to move into a property with no surveying and no work carried out by the contractor.

I also find it incredible that I have been a tenant for a month and have tried to organise repairs but very little has been done and despite me making various complaints no one has thought it appropriate to contact me regarding these to even tell me who is handling my complaint.

Also to note, I have waited a number of times for the repairs team to attend, and on 2 maybe 3 occasions, no one has attended. Each time I have to take time off work unpaid.

Total list of problems:

No electricity (rectified)
- No fire or smoke alarms (now rectified)
- No carbon monoxide alarms
- Defective electrical wiring (now rectified)
- Electrical cables coming out of floors
- No electrical safety checks or safety certificates provided
- Smashed tiles
- No fire door
- Unsecure front door easily broken into
- No child restrictors on any windows
- Broken windows, doesn’t line up in frame so unsecure and makes the property cold
-Broken sealed units in between windows causing moisture and misting

- Damp causing wallpaper to lift and crack in bedroom and living room
- Mould
- Rotting kitchen cupboards
- Rotting kitchen Worktops
- Kitchen permanently smells of cannabis
- Broken sink plug in bathroom (rectified)
- Broken sink trap (rectified)
- No light bulbs
- Urine and faeces left all over bathroom
- Dead insects in every room

- No working communal lighting in stairwell (pitch black and dangerous) still not working.
- Intercom no longer working and door permanently open, so no longer secure.

- Drug users and dealers in the stairwell.

Repairs team now refusing to fix as they say it is the responsibility of the contractor who has been paid to do the work already, which they haven’t. So now what?

Perhaps if RHP communication with there tenants was half decent it would avoid a lot of upset, or perhaps RHP doesn’t care about its vulnerable tenants? But happy to take full rent payments though.

I am not sure if any other residents in social housing rented properties are aware that you will be asked to install the new LD2 smoke alarm system and trunking upon your electrical safety checks, so thought to make it public since RHP has not communicated this in letters or notifications. They should be doing this not us. Nobody at rhp is aware of this either until you query it throughly like two weeks for answers

I had a major leak from my bathroom sink waste which remained hidden for some time as the water was travelling along the floor behind boxing which covered the pipes. I rang RHP as soon as I discovered it and was given an emergency repair appointment for the same day.
The repair was far more awkward to carry out than anyone had anticipated (nobody's fault, just circumstances as the waste wasn't immediately accessible because of the boxing covering the pipework) and required several phone calls and 3 visits from the repairs team, which eventually resulted in a new sink being fitted.
The RHP staff members that I spoke to over the phone and the repair team's plumbers were courteous, friendly and very helpful and did their best to resolve the situation as quickly a possible.
Great service and a big thank you to all involved!

I have rang the RHP repairs team today and spoke to Brandon. I reported a faulty entroview and doors were not opening despite of pushing the open button. He took the detail very briefly and he held me for 10 mins because i asked for a job reference. After giving me the reference I have asked if he can also report and create job repair for communal damages like most communal entry doors were not working, door handles fell off, firedoor glass broken, and main communal entry doors were not working. He said that I will just have to tell the repairs team who will attend to my repair request for the entroview the other issues. I am not sure if this is the process of reporting other issues but i said to him that i will do what he advised.
I have further told him that i am really concerned about the continuing damages and vandalism happening at longviewcourt communal areas and i asked his help if he can direct me to someone i cam talk about this and he returned the question to me.He further said that he will send someone to survey the area. I asked him if how would i know this will happen. He assured me that someone will come.
I thanked him for his help and took his name. We said goodbye but i was still on the phone and overheard him say bad word “s**t”. I then hang up the call.
This was the worst ever customer service conversation i had. I hope RHP will do something.
We have raised a lot of issues and defect with regards to our shared ownership property since 2021 but until now it has never been acted upon. They reply with emails reaasuring somthing is being done but when followed up no repy. It is now 2023 and we are still waiting. We canno use our balcony as it is unsafe because it is very bouncy. There is also no drain built and attached to them the fact that these balconies have cover underneath them which direct rainwater towards the building.
I hope RHP will listen and address our concern.

This is second time I have written on here as I was told by a member of rhp that I would get a phone call in regards to my 3 rugs worth 500 pound so I could get them returned they was taken as apparently they were in a fire escape but I only left out there as a company was collecting to clean and I was at work I have been away so only seen the response which is rubbish if you was so concerned over fire risks then there would be a fire door downstairs instead there was a broken one for 6 months that was tied up open and now there is no fire door old one removed 12 weeks ago nothing replaced so clearly you have no care for fire safety so now on that note return my rugs you thief’s and it’s funny how a bag of our stuff and all our shoes returned but not my expensive rugs like iv said previously this will not be left until you resolve my issue

4 Months with no electricity in my living room and still no news from RHP...

Lady I spoke to Lomi was kind, caring, and very considerate. I told her I suffer with mental health difficulties, PTSD, and she immediately put me at ease with her tone, and kindness, and her communication skills were excellent. Was reluctant to discuss the difficulties I've been suffering for some time with intimidating neighbours at first, but the lady put me right at ease, and was very understanding, with marvellous empathy. Wouldn't hesitate to contact them again if needed, and can't thank them enough for the care they showed.

Following years of problems with one particular issue I had to phone today to report an electrical fault. The person taking this call was so helpful and professional I have spoken to him in the past and he was the very same then. He is very kind and very helpful

RHP has terrible communication with their contractors - they either need to change them or give them a kick up the bum! The amount of times I've waited in for a contractor and they either dont show or they turn up try ring the bell downstairs (which I have told them is broken) and they dont bother to call my mobile and then I have to wait weeks again until they come out. Waited in hours just for someone not to make an effort.

RHP and the staff have been absolutely brilliant.
I was being dealt with by Roxanna who went above and beyond to help me out.
Always replied to my emails quickly and the information was precise and comprehensive.
If I could give more stars I would !
My experience has been exemplary. The service has been first class and I intend to use their services more.

After having numerous poor experiences with Robert Heath Heating, we are pleased to say that due to Helen, Facilities Manager, we managed to eventually get the problem with our boiler solved. Helen went above and beyond, going out of her way to source the part for Robert Heath herself.

I cannot thank her enough for the excellent customer service that she demonstrated, thanks to her the boiler was eventually repaired. I hope RHP recognise what a valuable member she is to the team.

If I could give them 0 stars I would they are a terrible housing association I feel when you have no choice they expect you to just accept their terrible non service as a disabled tenant after twice years of waiting for a repair to mould in a non issuable bedroom, I have been sleeping on the sofa only making my life more miserable and painful, im now told I need to wait a further six weeks till someone can get out, I honestly don’t know why I’m paying rent, I can guarantee things would move much quicker in departments if they were trying to get the rent or service charges, a disgraceful company

Absolutely rubbish!!
Been trying for days to get through to someone.
I get to number one in line and get cut off!!

1 star is too kind. I give that for the lady who has helped escalate my stage 2 complaint today

9 months ago I had a leak in the bathroom. The emergency plumber turned up, and he managed to locate the leak, but had to saw chunks out of the panelling and boxing in his search. The leak was all down to, and I quote the operatives worlds- ‘shoddy workmanship’ when my bathroom was upgraded 15 years ago - the old toilet cistern was left behind panelling and still connected to the mains, wedged closed by a piece of wood that over time moved and caused the cistern to fill and overflow. Probably responsibly for other water damage in the bathroom over the years too. The Operative took pictures, put in a report that listed work needed to make good and repair the bathroom.
I waited and waited. No appointment booked by Rhp, I had to chase this up with email after email and call after call.
First appointment booked in, I took the day off unpaid, only for the operative to text me that morning to say they’d called but no answer. Job was carded. I’d seen him drive in the close and drive out the close. Second attempt, job re booked but when the operative turned up he had been booked in to look at the job, not complete it. He took more pictures and called the office to book it in. Third attempt - RHP cancelled the job, 4th attempt today - operatives turn up but a big part of the bathroom repair missed off the job card, despite all the photos, surveyors visits and myself verbally checking with customer complaints a month ago.
So, half the job has been carried out today, and the earliest they can re book operatives in to complete this repair is now in three months time. That’s nearly 1 year on from the leak. I’d say that’s in breech of tenancy agreement and not within a reasonable time frame.
Irony - the Operatives didn’t end up doing all the work on the job card as apparently not necessary, therefore they could have completed the whole repair IF only it had been booked in accurately initially.
Not acceptable, and I know I’m one of 100’s of unsatisfied customers. We are not treated equally and just because we are social housing tenants should not make this acceptable.
Poor customer service (why they got rid of Housing Officers is beyond me) repeated errors with booking in jobs and blatant lies. No accountability taken by RHP, no respect for the damage and disruption to tenants belongings, homes, work/life commitments, and loss of earnings. A shambles. To add insult, while the operatives were on the job today, they were receiving calls from Mears to be called off my job and go to another job! Not acceptable.

The same issue is replaying once again with other repair jobs that I’m still waiting to be booked in. Again, a surveyor has been out and assessed work needed to be done but weeks down the line still no appointments have been booked in. I’m left chasing this as well as the above chaos. Your system is not efficient and your service is not excellent.
No standardised procedures are in place or being adhered to by staff. I know of one tenant getting a cheque for £1000 for her list of repairs, some tenants getting new bathrooms and kitchens installed while others have to wait longer, and then there’s others, like me. who pay the rent on time and look after our homes but get nothing but stress, and poor service bordering on discrimination.
Sort it out RHP your systems and service are not fit for purpose.

After meeting RHP at a drop in in Hounslow last Thursday I am very pleased with the way the problems we had have been addressed.
A broken security door was seen on Friday and is being repaired. Lights in the car park, not working for 18 months were repaired today .The workmen tackled a tricky digging job despite appalling weather.
Coming to see you last week shows that face to face contact is still the best way for tenants to report faults on their estates.
Thankyou for bringing a solution to our problems.
Coming in late at night will return our car park into a well lit safe place.
Well done.

Roxana was incredibly helpful and rushed through our garage hire so we could have it arranged over the Christmas break. We have had wonderful customer service and I am very happy with RHP Group

I applied for a Garage shortly after getting a property with RHP. I had the fortunate experience of having Roxanna deal with my inquiry from beginning to end( when l received keys). From receiving clear information about the Garage licence, followed up on deadlines, responded promptly to every email and made telephone calls where necessary.
Her level of customer service was excellent and exemplary. Just want to say thank you.

I’ve absolutely had enough my oven hasn’t been working for months and they know this. It’s their fault that my oven isn’t working because they used the wrong voltage plug socket so my oven burnt through the plug socket, the technician said I was lucky there wasn’t a fire. I’ve sent them an email with the report and they still haven’t gotten back to me. I’ve been having takeaways and meal deals for months because of this, and my heating has stopped working as well, but trying to get through to RHP makes me want to slam my head into concrete. My flat is 13 degrees, I’m freezing I can even see my breath when I’m talking, I’m having to sleep in my living room because it’s just too cold. If I had ever known that this is what it’s like dealing with this housing association I never would have moved out in the first place, here I am like an absolute mug paying for rent and service charges every month when nothing works, this housing association is horrendous.