Customer Portal FAQs
What can I do via the customer portal?
• Check your balance and make payments (use your RHP property address as the payment reference).
• View your account statements.
• Request repairs.
• View your repairs history from the last two years (apart from communal repairs).
• View ‘how to’ videos for common repairs that are your responsibility.
• View tenancy documents.
• Add and update your personal information.
• Manage your settings.
How can I access the customer portal?
How do I register/ re-register for the customer portal?
Because this is a new portal, even if you’ve had an account previously, you’ll still need to register.
You can do this by following these simple steps:
1. Visit www.rhp.org.uk and select ‘Register’ in the top right corner of the webpage.
2. To complete the process, you’ll need to enter your Service Account Number (SAN), which is the 19-digit number starting with 9826 that you’ll find on your rent letter sent on 24 February.
What should I do if I’m having trouble registering?
Check that you’ve entered your details in correctly, as they’ll need to match with what we have on our system for you. This includes checking your Service Account Number (SAN) has been accurately entered.
If all your details have been entered correctly and you’re still experiencing issues, please get in touch.
Once registered, what should I do if I’ve forgotten my password?
Click the ‘Forgotten your password’ link on the Customer Portal landing page. You’ll then be prompted to enter your registered email address, and a password reset link will be sent there.
What if I’ve forgotten what email address I have registered?
Click the ‘Forgotten your email’ link on Customer Portal landing page. You’ll then be prompted to enter your registered first name, last name, date of birth, and 19-digit Service Account Number (SAN).
What is Multi-Factor Authentication? (MFA)
MFA is a security feature that requires you to prove your identity in more than one way when signing into an online account. So instead of just using a password, you’re asked for additional information. To access your online account on the Customer Portal, a one‑time security code will be sent to your mobile phone, and you will need to enter this code on the sign in page after providing your email address and password.
When would I need a MFA Recovery code?
An MFA recovery code is a backup code you can use to sign into your online account when you can’t access your phone to receive the usual one‑time security code. The number of MFA recovery codes are limited, and each can only be used once. Therefore, it is important to keep your recovery codes somewhere safe and only use one of your codes if your phone is unavailable.
When registering, how can I skip the stage to request an MFA recovery code?
You can skip the MFA and recovery code steps completely by selecting the "Not now" option when you are asked to select MFA.
What’s the difference between my Service Account Number (SAN) and my Account Reference Number (ARN)?
The SAN is a 19-digit number that starts with 9826 and is used to log into the customer and payment portals. The ARN is linked to your tenancy.
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