RHP Group Reviews 

Great customer service from Medina and our shower was usable again the same day until a new one arrives

Medina was very helpful with my query and dealt with it in a very professional manner.

Outstanding really helpful definitely would give a pay rise if she was my employee

*Update* Thank you for your reply. Email with discussed - sent - marked for your attention. It won’t let me write anymore on here.

Thanks.

I had my boiler (and immersion heater) replaced a few weeks ago, after years of it frequently breaking down (please see other two reviews, FYI). After the work was completed, I was contacted via email by Edward to touch base on how the job went and whether I was satisfied with it etc. I really appreciated this pleasant follow up email, as from dealing with RHP for years, I’ve not experienced personal courtesy contact after completion of a repair, just the standard text questionnaire with, ‘How did we do?’… I replied to this email, saying that I was really happy and relieved to have the replacement boiler. I also mentioned that I don’t even mind all the copper pipes showing underneath (as to me, it actually looks quite cool!) which was something I’d previously mentioned via email that I was concerned may look unsightly. However, what I did want ‘made good’ again, is the damage to my tiles (some now cracked with no sealant around the pipes going into the wall, also. And some tiles need replacing), the huge hole that is currently filled with what looks like dark grey concrete filler needs tiling over as it looks awful (I sent attached pictures in that same email). I also have damage to my recently repainted decor, from the work involving taking the old radiator knobs off and replacing them (I have holes left in my walls) and also where the thermostat gauge was replaced. I said in my email to Edward, that I didn’t mind sorting the damage to my paintwork myself, BUT, I wanted the tiles and filled hole sorted in my kitchen, by RHP, like it should be anyway. I also asked Edward how I go about claiming my money back from having to use the fan heaters for the period where I had no heating.

After sending my first email in reply to Edward’s, coincidently, my fire alarm also randomly fell off my ceiling soon after! It’s ‘fixture’ provided was only 3 little strips of sticky back tape, so rather an insecure fixing, especially considering the importance of its purpose for safety! These weren’t even ‘installed’ by RHP; instead, they were handed to me on my doorstep for customers to ‘put them up themselves’…!). And just for your information, my ceiling is clean with no grease residue. So that’ll need replacing, with an alarm that has secure fixtures that go into the ceiling like the one that preceded it before the ‘Blue Peter’ one…! And someone will need to do this for me this time, rather than them being handed to me on my doorstep…

These emails were sent over 3 WEEKS ago on the 14/05/2021, with NO reply. I then sent another on the 28/05/2021, informing you I still hadn’t received a reply, and still, NO reply! Hence having to take time out again to write yet ANOTHER POOR review?! What is wrong with you lot? Like a previous reviewer said, what you claim on your website doesn’t match reality. You CHOSE to take on the role of being a home provider, and like I’ve said before, with that comes HUGE responsibilities and having to meet appropriate legal safety requirements. Please stop just scraping by with a ‘that’ll do attitude’, as it’s quite frankly **ss poor! And whilst I’m at it:

. Be more transparent with information you provide on your website - make it known that this site (Trustpilot) is another option for customers/tenants to share their reviews if they wish, and that you’re called RHP ‘Group’ (as I only knew it was definitely RHP myself when I started reading the reviews! Others will no doubt be the same).

. Be clear and sure worded with any information you provide, including policies, without the air of ambiguity

. Sort out a specific complaints handling team!

. Make the management teams and senior management more known and directly contactable. They need to be regularly involved in the daily running of this organisation to truly understand and make positive changes happen.

. Provide continuity and consistency of contact, especially when dealing with complaints and repairs…! (to be honest, I feel complaints should always be dealt with by more senior staff in any business anyway…)

. Answering emails more promptly and not mostly leaving them for Fridays, knowing that you then won’t have to deal with anything until the following week… if you can provide a ‘real time’ service, then you can also promptly answer regular emails. Any customer / tenant has a right to choose how they’d like to send / receive correspondence from your stated means of contact. I choose email as not only is information clearer, it’s more convenient for me, and I like to have things in writing for reference should further action be required. I don’t care for ‘web chat’ or phone calls, and that should be completely respected.

I look forward to your prompt reply.

Weeks ago RHP asked if they could access the kitchen of our flat at Milton Court, to enable a plumber to make a hole in a blocked waste pipe and try to clear it from above, as it were.
Our tenants were not responsible for the blockage, but were suffering from the consequences, so we agreed - on condition that the damage was made good immediately the job had been done.
After some chaotic and utterly incompetent attempts to arrange access for London Drainage to do the work, the job finally got done. But not the making-good.
There is a temporary repair to the pipe, and the wall has not been made good. We waited several weeks. Nothing happened.
Then I had a phone call from Mears (?), a part of RHP, saying they would like to repair the wall, but I pointed out the pipe should be repaired first. They said they'd call me back. That was also several weeks ago. I then phoned RHP repeatedly, talking to Lisa, asking to speak to Dawson or Brett, but neither has responded.
I asked Lisa to ask her superior to ring me. Nothing has happened.
Lisa said they were waiting for a quote from London Drainage to mend the pipe. That should take about 15 minutes! Not a month!
We did everyone a favour, and were given a firm promise by RHP, about 3 months ago, which they have not kept. When I compare what RHP say about themselves on their web-site, and our first-hand experience of them, I realise they have completely lost touch with reality.

Responsive and helpful with regards to a request for additional storage.

Absolutely terrible service, they cancel maintenance appointments without advising the customer what’s going on, never call back on outstanding queries. They’re more interested in making sure their employees are happy than their tenants. David Done should be ashamed, paying staff thousands in bonuses bit never maintaining their properties. Appalling

thank you Medina in answering all my questions today about a mutual exchange, very helpful

Can’t comment on repairs as only just booked but Lisa was helpful when booking appointment. So Thankyou Lisa

Explained what I wanted, to make alterations and The RHP representative knew exactly what was required and undertook to email me a form by the end of the afternoon which they did.

Lisa was incredibly helpful and polite. Her kind voice brightened my gloomy day. :)

Medina is so kind and helpful. I literally tried to solve my boiler replacement for almost one month and I met her at the last three days. Although the time is limited and tight, she kindly chased other departments to speed up application up. I can’t express how grateful I am.

Review based on Garage rental, customer service by Roxanna at RHP.

The whole process was dealt with by Roxanna. Simply excellent customer service.
From the very first contact all communication was clear and all replies quick. Every question I asked was answered in detail and the whole thing was easy purely down to how Roxanna dealt with everything.

Good customer service is very rare these days. On this occasion 5 stars.

The Customer Service Representative I spoke to Dawson was excellent, extremely helpful, friendly and professional and he dealt with my problem swiftly and efficiently.

I have had a nightmare neighbour who treated me badly. Sam has been very kind and very patient throughout all of this and has been a complete star and made me feel more safe. She is very kind and professional and has helped me out alot through a long ongoing case. I feel happier and better

Lisa was so helpful and kept me up to date with everything that was going on with my enquiry. She was polite, efficient and courteous every time we spoke. The issue I had though was with the admin team who delayed a reference that I needed quickly. However, Lisa made sure they were made aware of the urgency of the matter and helped to get it sorted.

Just want to give a huge thank you to John Pullen who did an absolute fantastic job in the bath tub and shower today. I've had issues for so long and this job was neglected previously. I've finally seen the amount of work that was left undone and in bad condition. John did a super amazing job unblocking and stopped the leak and also changed the old rusty pipe he also replaced. I'm so greatful for his service as well his lovely humour. I need more professional and friendly staff like you helping me here.