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.
Our customer service centre, like many other operations, has experienced staffing shortages, but this situation is now improving. Action has been underway to reduce these waiting times, with the onboarding of further staff, and the RTB is implementing various technical changes to the online registration system which will ease some of the issues for our landlords and letting agents.
As of the end of June, the RTB has nearly doubled the staffing in our outsourced call centre from 49 to 80. The 80 customer service agents are working between the back office, call centre and web-chat functions. We have been working hard to find the right balance between ensuring contracted staff are adequately trained and capable of assisting our customers with their different queries, ranging from linking tenancies, verifying accounts, and data-inputting paper applications, to also ensuring the appropriate amount of staff can cover the different functions like the call centre and web-chat; all whilst ensuring staffing levels are provided which can cover upcoming annual leave and impacts from COVID sickness.
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.
Information for Receivers
If you are a Receiver, you will be creating an account as an individual and selecting ‘Receiver’ as your role. To create an account as an individual you will need the following information:
- Your first name and last name.
- A document on company headed paper confirming you are a receiver.
- An email address to access your account.
To access the RTB online account system go to www.rtb.ie and click the green Login/Register button on the top right corner of the screen.
Next click to create an ‘Individual/Business Account’ and fill in your full name, email address and password. Your new password must be at least 8 characters long with at least 1 of the following characters: uppercase letter, lowercase letter, number and a special character. Only the following special characters are accepted for passwords: ! @ # $ & ; * -
You will receive a verification link to the email address you have provided. Click on this link to continue with your account creation and follow the prompts to enter further details.
Select the box to say “I do not have a PPS Number” and upload a document as described above confirming you are a receiver to verify your identity.
You are required to select your role when creating your RTB online account. As a Receiver you will select ‘Receiver’ as your role. Additional roles can also be added at any time.
Next, the RTB will verify your account and email you with a link to access your new RTB online account. Verification of uploaded documentation can take up to two working days to complete. If there are any issues with verification, the RTB will contact you. Access to online services will be limited until such a time as your verification is successful.
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.
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. 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 until 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.