Registrations and Customer Services Up-date (week 30th May 2022)

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Registration and Customer Services Up-date

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 is experiencing ongoing staff shortages, which we are working to address, but it is impacting our services.

Our web chat remains busy, but we will have more agents answering web chats this week.    There is a delay in responding to registration emails and we suggest that you use our WebChat channels if you are waiting for a response to the email.  Web Chat is open Monday to Friday, 9am to 5pm.

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 like 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 do not appear up to date. Please ensure that you ACCEPT the link (unless you really are unsure about the tenancy) and then link the registration. You can then update the information on your registration, such as rent amounts or any new tenants at the property, with no fee charged.  But you must accept the tenancy link, otherwise you will not be able to then up-date or amend the registration.

If you are a landlord or agent operating with a CRO number, first check check first whether your CRO number has a B or C ending before creating a new RTB account. If you have a CRO-C number, please click through the company landlord route. If you have a CRO-B number, please follow the instructions and go through the individual landlord route and quote your CRO-B number from there.  

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. 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