Message to our Customers: Call Centre Delays & Useful Information to Help Register your Tenancies
The RTB continues to experience high volumes of calls, web-chat, and emails. The RTB recognises that this is particularly testing and frustrating for landlords and we sincerely apologise for the long waiting times to get through to our call centre and web-chat agents as well as for the delays in receiving a response. We are continuing to monitor the issues raised with us and are working hard to address these issues. We thank you for your continued patience as we work through this period of transition.
The RTB has created several useful resources to support customers to create their online accounts, link tenancies, update their tenancies and more. To access this information, please click our Information Data Hub here.
For more information on annual registration, please click here.
Below is an overview of some further helpful information and tips to support you in registering your tenancy.
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.
It is important to note that 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 cases, 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.
Lastly, the RTB has created a ‘Data Linking’ Excel file for those landlords or agents who have several tenancies that need to be linked at the one time. You can access the excel file here. Please fill in as much information about the tenancies that need to be linked to your account as possible. Once filled in, send the excel file to firstname.lastname@example.org and an RTB staff member will be in touch.
Annual Registration Information
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 of your online account. 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 are no longer 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.
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 to and including 3 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