Registrations and Customer Services Up-date (week 13th June 2022)

Visual of a playground in a neighborhood

The RTB continues to experience high volumes of calls, web-chat, and emails and we apologise for delays in responding to our customers. Our customer service centre, like many other operations, has experienced staffing shortages, but this situation is now improving and this week newly trained staff have joined the customer service team with more joining over the next two weeks, once their training is completed.

Account Verification – PPS number

If it is the first time that you have engaged with the RTB’s new online system, there are some steps that you will need to take to verify your account. To assist in this one-off account creation process, you may find the following information useful here. 

Remember, to verify a landlord’s account, we require the PPS number, the Date of Birth, and the name as held by the Department of Social Protection (DSP), as the verification comes through their system. Please make sure that you are spelling the name the same as on the DSP records. Do not put in abbreviations e.g. PJ if the name is Patrick Joseph. 

When you are putting in tenants’ details into registration forms or online, it is NOT required to present PPS number and/or Date of Birth.  You can proceed to register without this information.  Nonetheless, we would always strongly advise that you gather the PPS number of your tenant.

Linking Existing Tenancies to your New Account

If you have an active tenancy registration which is not showing on the 'Manage Registrations' page of your RTB online account, you can link it by selecting 'Link to an Existing Registration' from your account homepage and using the guidance provided here

Important, the information shown on the tenancy registration linking result will be the most up to date information you have provided to the RTB for the stated registration.  In some case you may be asked to Accept or Reject this tenancy. 

Some of our customers are Rejecting the link because the details shown do not appear up to date.

Please ensure that you ACCEPT the link to the registration and you can then make up-dates to your registration, at no charge, such as up-dating the rent. 

Annual Registration Information

If queries relate to Annual Registration, explanatory information is available here which you may find helpful

If you have received correspondence from the RTB, requesting that you make an annual registration, please follow through the instructions in this letter.  Before making an annual registration online, you will need to see your tenancy registration on your ‘Managed Registration’ page.  You can do this by going through the Linking Existing Tenancies option, as described above.

Ending a Tenancy

You may still have a tenancy registration with the RTB, but you no longer are renting that property.  Therefore you need to end that tenancy registration with the RTB.  For landlords who are no longer letting any properties, you do not need to set up an online account or link that tenancy.  You can complete a Tenancy Up-date Form and email or post  it in to the RTB.   

If you do have an online account, please choose the option to close a tenancy registration on the ‘Managed Registration’ page of your account. That will mean that the RTB will stop contacting you about this tenancy.

Transition Period

If you are making a new registration or an annual registration, a transition period is currently in place, meaning that any new registration or annual registration, has a window for payment up until and including 3rd August 2022.

We are receiving high volumes of paper registrations, and tenancy up-date forms into our digital mail room.  It is taking a couple of weeks to process these documents, but once we have received them, they are date-stamped and will be processed.  We have a new RTB1 paper form since April, which you can download here.  Please do not post in the old RTB1 or RTB2 forms, as these are no longer acceptable.

The Customer Services Team