Riverside Arvostelua 

Very bad service from this housing association tiles falling off my kitchen walls for over 2 years decided to do it myself spent alot of money on marble tiles and had to buy adhesive and grout also a cutting machine I started to remove the tiles slide the tiles that were around the plug sockets a live wire shot straight out and electrocuted me the next morning I had a heart attack riverside when they were told sent everyone out to test the electrics out was told by one team the electrics were a mess needed rewiring waited days sent another man out he said its fine just need new fuse box as some of the wires are scorched but its safe riverside told me they will send someone to do the tiles made an appointment date they never turned up im now going to take it now to solicitor and take legal action against them for the faulty sockets and the disrepairs

Currently the 5th time I’ve called Riverside. The first time I was told it was an emergency and someone would be with me in 12 hours and wasn’t given a reference code and nobody turned up despite me waiting in all day for that, and the agent even asked me if I’d be in all day for it so we had a talk about this. I called up again 4am as it was freezing and the man didn’t seem much bothered but said he would log it. On hold now and you’re saying you can’t come out until Monday despite me having no heating or hot water for 3 days now. This is how you treat people. You cannot lie about this either as I have it all documented. Shame on you. Pull your finger out!

Riverside have now written to ex OHG tenants three letters stating we can no longer pay by standing order from 31 December. That if we do we will be in arrears. This is untrue and any attempt to stop payments by standing order is illegal. This is yet another example of Riverside’s bullying tactics - trying to terrify tenants to adopt one of their preferences. This is in line with the Head of Complaints Mark Morgan asking me to accept an illegal contractor struck off by companies house if I wanted my kitchen done under the Decent Homes Act. This means for the first time in my life and 35 years living in my flat I will have no cooking facilities this Xmas. Whereas Steve Young Acting Head of Repairs wrote to senior management stating that the hole in my living room wall with dangerous electrics had been done - it hadn’t. Riverside staff have no interest in providing a service.
It begs the question how they are permitted to run properties.

I'd give zero stars if that was possible.

Their customer service line takes you to a queue that goes on for 1-2 hours because they claim to be ''busy''. Called a different department and managed to get a hold of someone in seconds to be given the worst customer service.

Spoke to advisor Shauna/Shawna/Shona (however you spell their name) and just by the tone of her voice I could tell how incompetent she was for the role. Wasn't of any assistance whatsoever and claimed my address wasn't in the system to call up someone else to tell me a different story. Not sure how she got the job.

Based off the other reviews I can tell my experience is somewhat similar to theirs dealing with incompetent advisors and unpromised scheduled call backs where they will deliberately mute their microphones so they can skip your call.

Garbage company, wouldn't recommend, if you're automatically assigned to these guys through housing associations, you will have a miserable experience.

Unresponsive, very expensive, unprofessional, incompetent, slow to respond, overwhelmed, understaffed, poorly managed, poor communication, absolutely horrible. Nasty. It is incredibly frustrating to pay so much money and receive such horrible service. Such extortionate abusive arrangement with RS.

Edit to respond to request for details:

This is, without exaggeration, the worst management company I have ever dealt with.
1. Lift outage: The lift has been out of service for over a week. No updates. No urgency. No accountability.
2. Customer service farce: I called three separate times, wasting 30–40 minutes per call, only to later discover that your incompetent customer service team had been giving out fake job reference numbers and never actually logged the repair request. This is not a mistake — it is gross negligence.
3. Emails: Zero response. Not slow. Not delayed. Zero. Emails are completely ignored.
4. Complaints process: Entirely useless. I no longer have the energy to repeatedly explain how fundamentally broken and dysfunctional your company is.
5. Communication (or lack of it):
• No notice when the lift is out of service
• No notice when it’s being repaired or reinstated
• No notice when contractors enter the building and knock on residents’ doors
• No notice when window cleaners descend from the roof and suddenly appear outside our windows — a serious privacy and safety concern
6. Service charges: This year’s service charge pack has not been issued. Residents have no visibility over how much is being charged, what it’s being spent on, or why the costs are so high. Total opacity.
7. Website: Most functions simply don’t work (FoB key requests, parking permits, etc.). What is the point of the portal?
8. Incorrect billing: I pay £285 per month in service charges. My next-door neighbour and upstairs neighbour — with identical flats — pay £180. Despite raising this, there has been no response.
9. Direct debit changes: Took two months to action a simple update.
10. Shared inbox chaos: One single email address used for all buildings and all residents, which nobody ever responds to. Every excuse is the same: “overwhelmed”, “backlog”. Completely unacceptable.

Do not take people’s money if you are incapable of delivering even the most basic level of service.

This company survives only because leaseholders are legally forced to pay service charges under their lease agreements. Without that legal obligation, this business would not last a minute.

Utterly incompetent. Completely useless. Extremely expensive for what amounts to no service at all. A total waste of time and money. Avoid at all costs.

You might ask yourself what kind of a person would wish to be employed by a company with such an abysmal track record of tenants/customers dissatisfaction?
A maverick who's genuinely committed to give tenants hope again that a social landlord can improve?
Or a jumped-up little upstart who will lie and say anything that comes into her head to avoid any friction (and to keep her job with all the bogus expenses, pension and twice yearly overseas holidays etc)?
Take a wild guess folks!

Been a riverside occupant for 16 years now and you'd think with time there would be improvement. You'd be wrong in assuming so!
Appointments booked and no show time and time again. Told morning appointment 8am till 1pm wait all day and no one comes once again, after failing to show on Friday also. No phone calls, text messages or emails regarding why just a new appointment sent by text to not show again. Bare in mind I'm booking days of work for these appointments. My time and money wasted. Might just hold a month's rent and pay for it to be fixed my self. It's funny how they send out the tenants reminder text messages about your appointments maybe they should start sending them to their tradesmen too .

Trying to report emergency repair 8/12/25,spent all afternoon on phone just trying get the call answered .Finally got reply near to closing time after over 4hours waiting .I was offered a callback in 24hrs or more,and live chat,tried live chat it was unavailable .Luckily I wasn't trying to report burst pipes etc,by the time I got an answer the damage to all flats would have been a disaster .Think we need a phone number just for repairs,instead of general number used for everything

I wish there was a 0 star rating. Every dealing with these people is worse than the last. Constant screw-ups followed by vapid apologies and promises to do better, but they never do. Writing this review after being woken up by a random workman sent by Riverside to do some unspecified work on my apartment front door, without any notice whatsoever from Riverside. This is how they always are, they just schedule things without bothering to tell the residents, then act all surprised and contrite when confronted about it.

Apart from a bit of a blip when I was given the wrong code for my keysafe and not being able to move in on my planned date, so far I have found Riverside to be a very good landlord. I worked for ten years with an award winning housing partnership that was consistently in the UK top 10, so I know what I'm talking about.

I've found Riverside to be responsive, efficient and prompt where repairs are concerned, and the workmen have always been extremely polite and respectful. The rent is very reasonable, even with the yearly increase. The staff at the call centre have always been really helpful too. My only criticism would be that I've never met my housing officer. I had a five minute call from her a few months after I moved in and that was it. I would like to see her around the estate occasionally - but that's all.

I've been here two years and so far, I can't fault them. I am really thankful that I have them as my landlord.

terrible been taking the piss for over 10 years

gutter causing damp and mold the building being in disrepair

i have lived here for 20+ years

We’ve had a water leak starting from the top of our passageway for over a month, and the water has now reached several tenants’ doorsteps. There’s water constantly flowing and accumulating along the passageway, and each day it creeps further. Despite this ongoing problem, nothing has been done to fix it.

To make things worse, we tenants were not even notified about this problem, and to this day, we have received NO WRITTEN NOTICE, OR EXPLANATION and there is NO SIGN OF URGENCY from Riverside. The leak is getting worse, posing a clear health and safety issue.

It is unacceptable for a housing organisation to ignore it this long!

Riverside housing Liverpool had ignored my reports about damp and mould in my bathroom after almost 1 year I had to engage with solicitors to get the point across,for just over 1 year the damp and mould was that bad it was reading over the limit for how wet my home was the smell was disgusting I had a newborn baby in my property and has severe asthma &me and my partner also have asthma ,I'm a disabled person who is limited to my daily life duties, it's a long story everything that's going on but in short they have not completed the work when they have said it's completed ,my new laminate flooring is destroyed with the damp and mould , there is still leaks in my bathroom ,and now I've just moved back in and noticed everything that has and not been completed flooring ect, now IV noticed my brand new 85" TV has been damaged and cracked the screen the TV come on for a moment that was when I noticed the crack to my new TV there has been no respect for my home or myself riverside do not care about me and this is causing my mental health to be deterioratednmaking me have suicidal feelings £1000s of damage to my personal items and now I have yo buy a TV just so my son can watch his cartoons, riverside housing needs exposing for what they are it's disgusting how IV been treated and my home with no consideration for my home or it's items ..... I'm sure there will be a lot more to discover in my home I don't feel comfortable living in my home because of the treatment I'm receiving...........

Truly disappointing. Since this organisation replaced One Housing Group, the quality of service has declined sharply.
They’ve removed all email contact options, making it impossible to reach them easily. You’re now forced to call — and typically wait over an hour and a half just to get through.
Tenants deserve far better communication and support. The organisation’s management and funders should urgently address the continuing deterioration in this social-housing provider.

Worst HO ever - the CEO and board are all very well paid for what!? Repairs are NEVER completed first time to a suitable standard; you always have to call again to get someone to finish the job. You complain they sent the same numpties out to do the work. Rent & Service charges are going up and up for a service that gets worse. They put antisocial tenants in properties and take no responsibility for the mess and damage they create - why? So the CEO and board can all get CBEs? NIMBYs the lot of them.

Save your generic reply. If Riverside did really take these matters seriously something would have been done by now - nothing has changed in 5 years -

I wanted to commend the woman I have been dealing with at Charlton Court in Halifax.
My experience from walking in to Andrea’s office to now, my dad leaving to go into full time care.
You have employed an absolute angel, so helpful, very knowledgeable, and simply goes out of her way to help with things she really doesn’t get paid to do.
She needs recognition in her work place for everything she does for the tenants. She’s always on hand to speak to, and has made my dad’s stay and my peace of mind a pleasant experience. There’s not many people out there that still have honesty morals and a massive heart.
She is totally devoted to her job and the tenants that live there.
The apartments are absolutely beautiful and the set up of the place, to the beautiful conservatory where people congregate to all the beautiful gardens.
Thank you so much Andrea for all your support, during our short period of staying with you, you have been an absolute superstar.

Linzy Rhodes
Ralph Mallinson.

Given one Star because zero was unavailable , riverside do not maintain property meaning areas fall in to disrepair and neglect

Since riverside took over our building is extremely poorly maintained while the service charge is rocketing.
It’s still unclear how to complaint as their previous complaint email is out of use.

What an horrible company.
Don't use riverside at all

Riverside are now blocking all complaints from me. Even complaints that they have failed to deal with to their own resolution letters in the past.

I'm not even allowed to complain about my housing officer or housing manager who have let me down for years with their lies. The same people who have ignored me in the past and not dealt with anything, I'm no longer can complain about.

What a joke.

So all the issues that I have described in detail to both telephone staff, complaints team and mentioned on here, are not going to be dealt with at all and I'm not allowed to complain about it any more.

I've already been to the ombudsman about many issues which ruled in my favour, are now being ignored by riverside and I'm not allowed to address them any more.

So riverside. As you have now blocked all communication with myself. I will be returning the favour to yourselves

All communications from your company will be blocked, destroyed unread or returned to yourselves.

You are now blocked from all communication with me.

Anyone contacting me in any way will be reported to the police for harassment and intimidation.

I give up with your company now. I'm wasting my time trying to resolve these issues. You really don't care about your customers at all.

Goodbye riverside.

I have been a leaseholder for almost 2 years and I have been trying for months now to get the gutters of our building cleaned and repaired to no results yet. I have sent plenty of emails and every time they tell me someone will phone (which they never do, I recently learned they didn't even have my phone number what a joke), or the workers couldn't get access, or a scaffholding request needs to be approved by a manager, or my request is too old and they now have to create a new one which means I will have to wait for another 20 days, it goes around and around in circles as if they hope I will get tired and stop asking.... It's my property' value at risk so I won't stop chasing them for a repair I actually pay service charge for...