Customer Portal – Terms & Conditions

Last updated: 10‑02‑2026

1. Introduction

Welcome to the Customer Portal at portal.rhp.org.uk. These Terms & Conditions explain how you may use the portal and what you can expect from us. If you do not follow these terms, we may suspend or remove your access.

The portal is for customers of Richmond Housing Partnership Limited (RHP). You should only use it if you have an agreement with us for services (for example, as a tenant, shared owner, leaseholder, or other RHP customer). These terms do not replace or change your tenancy, lease, licence, or any other agreement you hold with RHP. Your existing agreement always takes precedence. 

2. Your Online Account

You are responsible for keeping your login details private and secure, and for all activity carried out through your account. To help protect your information, please enable available security features such as multi‑factor authentication (MFA). If you believe your account has been accessed without your permission, contact us as soon as possible.

3. What the Portal Provides

The portal allows you to view and manage information relating to your account.

Features include:

  • Updating personal details
  • Submitting requests and forms
  • Reporting repairs and viewing appointments
  • Viewing account information such as statements and balances
  • Managing communication settings
  • Accessing documents and messages
  • Making payments towards rent, service charges, and other fees

We may introduce new features from time to time. While we aim to provide accurate information and reliable service, we cannot guarantee uninterrupted, secure, or error‑free access. If something is not working as expected, please let us know. 

4. Intellectual Property and Acceptable Use

All content and materials in the portal are owned by RHP or our partners. You may only use them as intended and in line with these terms.

You must not:

  • Misuse or disrupt the service
  • Upload harmful, illegal, or misleading content
  • Attempt to bypass security protections
  • Access areas you are not authorised to view
  • Infringe copyright or intellectual property rights
  • Provide false, inaccurate, or misleading information

We may suspend access or take action if these terms are not followed. 

5. Governing Law and Jurisdiction

These terms are governed by the laws of England and Wales. Any disputes will be handled by the courts of England and Wales. 

6. Fairness and Transparency

We aim to keep our terms clear and reasonable. Nothing here is intended to mislead you or place you at an unfair disadvantage. If anything is unclear, please contact us. 

7. Updates to These Terms

We may update these terms from time to time. If substantial changes are made, we will notify you. Continuing to use the portal means you accept the updated terms.

8. Help and Support

For help using the portal or for questions about these terms, please use the “Contact us” form.

9. Technical Limits and Security

We take reasonable steps to keep the portal secure, up to date, and free from harmful software. However, no online service can be guaranteed to be uninterrupted, secure, or free from technical issues.

To help protect yourself, please:

  • Keep your device and software up to date
  • Use current security or antivirus tools
  • Access the portal in a sensible and secure manner

If you notice unusual activity or a potential security issue, please tell us as soon as possible.

10. External Links

The portal may include links to services we do not operate. Our responsibility applies only to the security and operation of this portal. We do not guarantee, and are not liable for, the security, availability, accuracy, or performance of external sites. Any use of external links is entirely at your own discretion and risk.

11. User‑Provided Information and Content

You are responsible for ensuring that all information, documents, and content you provide through the portal are accurate, lawful, and supplied in line with your tenancy, lease, or other agreement with RHP. We rely on this information to deliver services and manage your account.

If the information you provide is inaccurate, incomplete, unlawful, or not submitted on time, RHP is not liable for delays, decisions, or issues that result.

12. Responsibility and Limits of Our Liability

Except where the law prevents it, RHP does not accept responsibility for:

  • Decisions or actions you take based on incorrect or incomplete information you provided
  • Any loss or inconvenience caused by inaccurate, outdated, or incomplete information submitted by you
  • Issues arising from your failure to meet responsibilities under your tenancy, lease, or other agreement
  • Any difference between the information shown in the portal and the legally binding terms of your housing agreement

Your tenancy, lease, or other agreement with RHP always takes priority over portal content.