Repairs FAQ's

  • Who do I contact if I have a problem in the evening, or on a weekend?

    You can report your repair through the MyRBH Portal. If your repair is an emergency, you can call us on 0800 027 7769 and a member of our out of hours team will help you.

  • My smoke alarm doesn't work properly. What should I do?

    Please let us know if your smoke alarm is faulty. If it is battery operated, it is your responsibility to try replacing the battery. If this doesn't work, contact us, and we can arrange a job to fix it. If it is hard wired, contact us to arrange a job to fix it.

    I don't know if my smoke alarm is hard wired or battery operated. What do I do?

    Please contact us and we can help you.

  • I have pests in my home. What is your policy about this?

    Our policy is that customers take responsibility for pest control, including vermin removal i.e. squirrels, rats or mice in the dwelling, wasp/bees nests and all disinfestation in accordance with standard tenancy terms.

    Where point of entry has been proven to be as a result of damage to the exterior of the property RBH will be responsible for both repairs and removal of pests.

    General Needs

    RBH will be responsible for making good any defects to a property that allows pests to gain access.

    If it is apparent that an infestation is caused by disrepair or lack of maintenance action on RBH’s part, we will take responsibility for completing the repairs and treating the infestation, regardless of the pest. RBH will not, however, be responsible for damage to resident’s belongings that was caused by pests.

    Supported/Sheltered Accommodation

    Where an individual infestation has the risk of spreading to other units within the building, RBH will be responsible for treatment of this including making good any defects which allows a pest to gain access. This does not include any airbricks or vents that are there to provide ventilation to the property.

    RBH will be responsible for eradication of all pest infestations within the curtilage of these properties. 

    Customers Responsibility

    It is the resident’s responsibility to take action to deal with any pests or infestation to their properties and to meet any costs incurred, if they do not fall into one of the categories set out in the previous section. 

    It is the resident’s responsibility to inform RBH of any infestation issues in or around their property.

  • Who is responsible for graffiti?

    We are responsible if the graffiti is on one of our properties, and has been caused by someone other than the resident or household member. We aim to remove offensive graffiti within 24 hours; other graffiti will be removed within 20 days. If it is not on one of our properties, it is highways responsibility and you will need to contact your local authority.

  • After a new carpet is fitted in a property, do you plane the door down?

    We will plane doors down after you have fitted a carpet however this will be classed as a chargeable repair. This is the same whether the property is general needs or independent living. Report the repair and we will inform you of the cost prior to beginning the work.

  • Can I bury my deceased pet in my garden?

    Yes you can, but please follow these guidelines -

    • Your pet should be buried in something biodegradable, like a towel, blanket, wood, wicker or cardboard. Please avoid using plastic, or anything else that is non-biodegradable.
    • Be careful not to bury it near water, electrical or gas pipes.
    • Please bury it at least two feet underground.
    • Check with your vet that the cause of death wasn't due to something hazardous to the environment.
  • Am I allowed a shed in my garden?

    Yes you are, but it must be of sound construction, and it must blend in to the surrounding areas. You will be responsible for it, and we reserve the right to dismantle it at any time in the future. Please follow these guidelines -

    • Please write to us to ask permission before you purchase your shed.
    • Try not to place it too close to yours or your neighbours’ homes, and be respectful of boundaries.
    • For fire safety issues, do not keep anything flammable in your shed, such as propane bottles, flammable liquids such as lighter fuel or white spirit, and no petrol or diesel.
    • Remember, it is your responsibility to maintain the shed, and you must remove it if you leave the property.
  • My garden floods during wet weather. What should I do?

    Garden maintenance is your responsibility as outlined in your tenancy agreement.

    To reduce the risk of flooding in your garden, we recommend that you follow these guidelines -

    • Remove any debris that may stop rainwater from draining, such as leaves and other garden debris.
    • Make sure there is nothing blocking the drains.
    • Keep off the soil after a downpour, so it does not become compacted.
    • Aerate your lawn with a garden fork, to help the water drain better

    If you are experiencing flooding on a regular basis please contact us to arrange an inspection.

  • Does RBH maintain trees, or cut them down if they are a nuisance?

    Yes, we maintain trees in communal areas. If the tree is in your garden and isn’t causing damage to your home or causing a health and safety risk, then it is your responsibility to maintain it.

  • Can you soundproof my property?

    No, unfortunately we do not provide this service to our customers.

Hints and tips: Condensation and Mould

Condensation occurs whether it is raining or dry outside. Condensation and mould growth is a sign that the air in your home is too wet.

How to avoid condensation

Ventilate your home and allow air to circulate, use trickle vents and shut kitchen and bathroom doors when they are in use.

Produce less moisture by using correct lids on pans when cooking, venting your tumble dryer and avoid using paraffin or flue less bottle heaters. If possible don’t place furniture against external walls.

Insulate and draught proof your home, using draught excluders around window and doors including keyholes and letterboxes, loft hatches and electrical fittings on walls and ceilings. Efficient use of heating, keeping at a lower temperature for a longer time rather than higher for a shorter time.

How to treat condensation

Mould spots and spores can be removed using antifungal wash available from local DIY stores.

If you want a cheaper alternative you can use a weak bleach and warm water mix - always follow the instructions

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