Riverside Arvostelua 

I went to view a new property on Wednesday 17th September and bear in mind I applied for a ground floor flat with a wet room. I arrived at the property and Tyler (housing officer) opened the door and I was greeted with stairs. I walked up the stairs and asked the question “is this the correct property as I was expecting a ground floor flat and I’ve just noticed a bath rather than a wet room” I was then told “I do have another property which is a ground floor flat on the same street but because you are able bodied, this is better for you”… that’s strike 1.

Strike 2 was the fact that I got told it was a new kitchen and workmen are finishing it in the next couple of days. After stupidly accepting everything and signing tenancy and getting keys I decided to have a further inspection. Kitchen is missing cornice off the too of the cupboards, inside the drawers and cupboards are full of grease and are falling to bits. I’m currently on hold to them now (19 minutes) waiting to complain about this.

Here’s strike 3 and this is definitely the best one yet. My bathroom door has a lock feature on the handle but doesn’t actually having the locking bolt attached so it is obsolete. This is by far the worst housing association I’ve ever dealt with!

After a degrading experience with Riverside’s complaints procedure in July 2025 (submitted separately) when I was left with windows I'm unable to open in my flat, I’ve experienced further problems, and for the sake of my safety and rights, I feel compelled to document this here, as my requests and preferences are being disregarded, and I’m not being notified about scheduled works that affect me as a tenant.

I initially submitted a request for information about the works listed below, on Friday, 19 September 2025, and as of today, Saturday, 31 Jan 2026, I have not received any response or details from Riverside regarding the nature of these works, despite following up with multiple emails to Riverside.

One of the emails I received was from a Riverside Digital Services Advisor, stating that my latest submission would be added to the previous case number and that I would receive a phone call, possibly from a withheld number within 2 days.

This response continues a pattern of disregard for my stated preferences—I do not answer withheld numbers and generally do not take phone calls unless I’m expecting one. My preferred methods of communication are email or text message. Additionally, failing to provide advance notice of scheduled works leaves me alarmed and uncertain about activities happening near and around my home.

I’m unclear about the role of the Digital Service Advisor in this process. I’ve never encountered this position before, and I assume they are not part of the housing management team. It’s also unclear how their responsibilities differ from those of a Customer Service Advisor—or whether the responses I’ve received are generated by AI using a human name.

The generic response from Riverside, posted on Trustpilot appears to relate only to my public review and did not engage with the specific issues I raised. The public replies on Trustpilot appear proactive, but I suspect they are generic, scripted responses—possibly generated by AI using a human name. This approach is questionable, as it knowingly creates frustration and funnels tenants into the complaints process, all while maintaining a façade of public engagement.

Wednesday, 17 September 2025

I heard a noise near my flat door around 08:30, which is an internal door accessed from the communal area. When I opened it, I saw a female worker on a step ladder placing something above my door. I had received no prior warning from Riverside. The worker, who identified herself as being from Openreach, said she was installing fibre internet and that Riverside had notified tenants — but neither Riverside nor Openreach had informed me beforehand.

Tuesday, 23 September 2025

I was disturbed by loud noise in the communal area, and discovered scaffolding was being erected around the communal entrance, and I hadn't been notified about this work either.

Thursday, 02 October 2025

Scaffolding was erected around my living room windows without any prior notification of the scheduled works.

Friday, 03 October 2025

I was disturbed at approximately 06:55 in the morning by scaffolders erecting scaffolding around my kitchen and bedroom windows.

Shortly after 07:00, they began using power tools in a residential area.

Friday, 10 October 2025

I was once again disturbed from the morning through to the late afternoon by ongoing scaffolding work around my flat windows. This occurred without any prior notice of scheduled works.

Tuesday, 14 October 2025

Further disturbance occurred due to continued scaffolding activity throughout the day. As with previous instances, there was no advance notification.

15 October 2025

Scaffolders at front, between 11:00 and 16:00.

16 October 2025

Scaffolders at front, between 14:00 around 16:30.

17 October 2025

Scaffolding lorry arrived around 11:36 and departed around 13:41.

22 October 2025

Scaffolders returned around 08:35.

23 October 2025

I was disturbed by loud noise from scaffolders between 14:25and 16:13.

10 November 2025

Around 09:30 an unknown male whom didn't appear to be a works operative or scaffolder had climbed onto scaffolding below my bedroom window.

09 Dec 2025

Scaffolders at front around 11:05.

19 January 2026

Hammering noise during the day,

20 January 2026
Hammering started again at around 09:36.

21 January 2026

Drilling at 11:26. I noticed that scaffolding at rear had been taken away.

22 January 2026

Disturbed by drilling and hammering sounds around 08:55.

26 January 2026

Disturbed by hammering sounds from around 10:26. Scaffolders arrived at front around 13:00.

29 January 2026

Scaffolding was erected at rear again, sometime after 17 Jan 2026.

Workmen never show up, days wages lost waiting for them to show up and they never do, said they were on way but you can’t track them with link provided

As a leaseholder I pay my service charges, which are allot of money. This money should be used for maitenance and repairs.

Riverside doesn't look for things to repair pro actively, even though the estate has an office where a representative could sit at and take care of the 100s of people in the Estate, some of which are very vulnerable people.

They provide very basic means for people to report repairs. They provide an app.

The app is sub par to other apps out there. It looks very poor like something made 15 years ago.

Being very good with apps , even poor apps, I was able to use it to submit a couple repairs, and the repairs were actually actioned.

The cheaper, easier, one days worth of labour repair, was repaired. The harder repair wasn't. It was for a shattered panel, and they just taped over the panel instead of replacing it and doing a proper fix.

Afterr some time I was contacted by SMS and gave feedback about the repair.

What happened to the service charge moneys? Why didn't they use it to action both my requests? Why is so much money charged and the app so poor?

We are proud to be one of the leading registered providers of social housing in the UK, offering affordable housing and support to people of all ages and circumstances. RIVERSIDE U talk out arse yous are worst most rude housing association ever and not one staff is friendly and helpful DO HERES WHAT HAPPENED Housing chucked me and my 2 kids and my cat out on street with no where go and Barr in mind cat is missing getting evicted, amd bullying and one guy DANIEL PATON U BULLY IM SUING U AMD HOUSING FOR UN FARE DISMISSAL AND THOUSANDS POUNDA OFF MY OUR STUFF BINNED WHO DO YAS THINK U ARE I DIDNT HAVE ANY WHERE ELSE GO AMD HAD NO MONEY FOR A VAN WHEN HAD MAKE SIRE ME AMD MY 2 KIDS AND STRESS. MY CAT MISSING yas are really heartless horrible people and not helpful amd nice same as yas put threw GAS SAFETY CHECK
on date and yas cancelled it SO THATS SAFETY FOR ME AND MY FAMILY YOUS ARE MOST we had 14 days from court riverside lie threw teeth they don’t care about families and tenants yet care about helping smack heads and alcoholics over like us we worked and was good tenants and took care families yet things happen change in circumstances 10 years we was a tenant for amd I’m a single mum with 2 kids and dad passed away not long ago which was a stressful sad time and financially we have bad mental health problems and medical exemption since bereavement and yea got into debt and behind in bills due hard circumstances I had a family support with not a lot money under and this is what housing is done well also I raised a complaint 3 times all was done complaints team are just as nasty as that guy she was horrible in all but now don’t worry I’m going to papers amd SPOS so we’ll see who’s laughing now and fact yas binned all our clothes and belongings we’ll I’ll be sueing housing and taking yas court AND GOT A SOLICITOR TO ,trust me yas think what did to me and my family is ok trust me I’ll no stand for it disgusting rude vile people be half battle if yas we’re helping and nice and don’t worry housing I have all letters and prof emails etc just saying prof

It's a shame you can't give zero because Riverside just don't care they don't do their job properly they don't care about their tenants they will give you as much lip service as they possibly can whilst doing nothing else to help you absolute disgrace terrible repairs if you can get repaired done who the heck would want to live in a Riverside House they are falling down

I still have no usable hot water today. Riverside refuse to repair it while a complaint is open. They actually closed my hot water repair job on the grounds that I had complained, leaving me without hot water for over a month. I have two Ombudsman cases open and multiple complaints ongoing, yet nothing has improved. I am now looking for solicitors, when my health allows, to take legal action.

Every complaint response has been evasive, dismissive, or copied from my own letters. They refuse to name decision-makers, ignore direct questions, and breach the Housing Ombudsman Complaint Handling Code at every turn.

They fail their legal duties under:
• Landlord and Tenant Act 1985 – repair structure and exterior
• Equality Act 2010 – reasonable adjustments
• Homes (Fitness for Human Habitation) Act 2018 – keep homes safe

I have chronic health conditions; Riverside and Evolve are fully aware, yet they continue to ignore reasonable accommodations, causing ongoing distress. This is not an isolated case, as neighbours have experienced the same failings. It is a systemic issue of gross negligence, incompetence, and no accountability.

If you are a tenant, prepare for endless delays, broken promises, and the need to fight at every stage. If you are considering Riverside as a landlord, avoid them at all costs.

Update in response to Tracie's reply.
No, you have not sent me any request for more information, why make false claims? Nor has anyone else been in contact about this. a long with 3 other outstanding issues I remain without safe hot water, which is a breach of your statutory duties under the Landlord and Tenant Act 1985, the Equality Act 2010, and the Homes (Fitness for Human Habitation) Act 2018.

Another week has passed with no hot water and no accountability, this is gross negligence, not customer service, and exactly why you deserve the review calling you out.

Would give zero if i could. Left vulnerable, disabled tenants without a working lift for 4 weeks. Despite being told how serious the situation was, how tenants were trapped at home with No medication and food. Got told a housing officer would come check on people. He never came. One tenant with copd and one now with a knee injury. another missed an operation as no access up to 4th floor with no lift. other tenants cry as they drag themselves up the stairs. This behaviour is the most disgusting behaviour i have seen by a housing association in the last 10 years. One housing had its issues but it never had us all feeling this hopeless. Riverside is a dangerous negligent housing association and they will be the cause for fatalities in the future. Accidents have already happened under them. including a head injury. They have zero empathy and they offer zero help or assistance. they absolutely need shutting down.

The worst company I have had the displeasure of dealing with. I have had to deal with them for several years now and it’s a constant headache. They make an art form of making it as difficult as possible to contact or get any kind of answers from.

They employ people to answer your calls (eventually) and give them absolutely no agency or information to help you, their only purpose is to delay and deflect responsibility. Each time I call they have lost all record of my previous calls, every time they promise to call back with answers they fail to.

It takes weeks to get them to address even emergency issues, sometimes months, and will always do the bare minimum.

Issues including cut off water, and communal door locks malfunctioning (locking people out of their homes) do not qualify as emergencies to them, just inconveniences that they hope you will forget about if they just delay long enough.

On 12 June 2025, I emailed Riverside's CEO with a complaint regarding a fire safety contractor. A personal assistant to the CEO misadvised me that emailing the CEO's email address was an inappropriate channel to file a complaint.

I emailed back pointing out Riverside's current complaints policy and the housing ombudsman complaint handling code confirm that an email to the CEO is an appropriate channel. I received an internal email regarding a different complaint and discussions into changes in Riverside's complaints policy, this internal email quoted parts of my own emails and mischaracterised myself as a "very rude customer".

Am aware that Riverside has a complaints backlog, and the housing ombudsman had met with Riverside's chair and CEO recently. This complaint was only logged and resolved at stage one this week! I have no fault with the complaint handler and complaint handling of this complaint when viewed as an isolated incident of toxic organisational culture. Plus with the apology from the personal assistant at the time of the incident.

What concern me that this incident is endemic of Riverside's toxic culture towards "customers" since I first became a Riverside "customer" back in 1998. Riverside places there so called customers at the bottom of their hierarchy of stakeholders.

Any other CEO in other sectors would be highly embarrassed in there organisation being a part of an incident of this nature and would of taken personal steps to reach out the customer concerned. This is something that Riverside's CEO has not untaken!

This is a warning to all Riverside "customers" be prepared to face contempt from Riverside's Chief Executive's office when you email complaints to the CEO's email address.

Don't go to Riverside Housing Association. Dealing with this housing letting company is a nightmare. Horrible living conditions. Your complaints are completely ignored and they refuse to address the issue. I am experiencing very little to no water pressure. They are not interested in investigating the water pressure issue. The gas engineers give out misleading information and fabricate reports, stating that the water pressure is satisfactory. The lack of hot water pressure is making my living conditions unbearable.

I live in their property in Camden Town as a private tenant. They took over this property from One-Housing about a year ago and have already surpassed them in poor management and service.
They have no respect for tenants. When a formal complaint is made, without looking into it they escalate it stage 2 and then no one looks into stage 2 - no response whatsoever from anyone.
Yesterday, without any notice, they cut off my power supply - a breach of contract and harassment. I made a formal against this; but I was met with rudeness and indifference, and to make it worse they cut off my power supply again today with an excuse that they have to fix communal lights.
Are the landlords not supposed to give a prior notice to carry out maintenance? They have respect neither to law nor to the private tenants from whom they take hefty rent.

*Shared ownership review* I recently sold my Riverside shared ownership property. Before I start, I would have never got on the property ladder without Riverside so for that I will be eternally grateful and I always found the staff friendly and helpful. Unfortunately, the sales experience left a bad taste in my mouth. You can only communicate with the sales team via email. The response time was meant to be 7 working days (which is ridiculous when trying to sell a house) but found they would take 2 weeks, sometimes longer. I miraculously managed to get the house sold somehow and would like to thank Eleanor, as it would have never happened without her. So 3* for Riverside.

This part of the review is about shared ownership in general. The rent and service charges get reviewed annually. On the 75% I didn't own in 4 years the rent went up by £150. Not really "affordable" housing as this wiped out pretty much all the pay rises I had in that period. As a single person, it would essentially be impossible to staircase the property to 100% due to the fact you have to purchase the remaining shares at market value and not at the value you purchase it at. This combined with the rent rises, it is just unfeasible without getting a huge salary increase. The worst thing about it all though... You are responsible for 100% of the property repairs, even if you only "own" 25% of the property. New boiler, new roof, subsidence etc the housing association will NOT contribute to the repairs. This has the potential to leave people in a state of financial ruin.

So would I recommend shared ownership with Riverside. I would, however I would go into it with eyes open.

Worst housing association I have ever dealt with! I can see they are able to respond to bad reviews on here, but not respond to complaints sent to them via email!
If anyone has a contact for the CEO or someone higher, please contact me. My next step is the MP and housing ombudsman. Absolutely sick of living in complete misery

All I can really say is that I will not only NOT recommend this incompetent housing association but I will urge people not to take a riverside housing property, I'm done with them and they can have their house back

Deeply Failed by Riverside – Unsafe, Poorly Managed & Neglected Block at 11 Rifle Street:
If I could give it ZERO stars, I would!

As a full-time working resident at 11 Rifle Street, I am extremely disappointed with how Riverside/OHG continues to mismanage this block, showing little regard for resident safety, wellbeing, or basic living standards.

The high noise pollution from the small shared garden is unacceptable. Riverside allows children to scream for hours in a confined space while ignoring repeated suggestions to encourage the use of nearby parks. This ongoing disruption makes it impossible for residents who work from home to concentrate or feel any peace in their own homes.

Recent serious incidents, including a stabbing, have raised deep concerns among residents—especially parents of teenagers. Yet, Riverside has taken no visible action to reassure tenants or improve safety. There are ongoing issues with drug dealing, antisocial behaviour, and unsafe individuals, including reports of residents selling marijuana and even stealing other tenants’ parcels. These are not minor complaints—multiple residents have raised concerns, and Riverside continues to turn a blind eye.

Despite being reported, there are no working lights in the rear carpark exit, which is a clear health and safety hazard, especially during winter months or late hours. The building is in severe disrepair with non-existent cleaning and clear signs of neglect and poor upkeep.

Riverside claims in its policies to be committed to:

Resident safety

Tackling antisocial behaviour

Maintaining safe and well-managed neighbourhoods

Listening and acting on tenant feedback

Yet it has failed to deliver on all of these. The ASB officer assigned is unresponsive and unwilling to investigate serious ongoing issues. It is clear the organisation does not vet its tenants properly and does not enforce its tenancy agreements, which leaves the rest of us to live in fear and frustration.

Many residents are trying to mutually exchange, but no one wants to move into this neglected block. It’s been so poorly managed that people refer to it as a dump. The only silver lining is that this experience has motivated my children to strive for a better future, far away from such living conditions.

Riverside needs to hire competent staff, enforce its policies, and fulfil its duty of care. Until then, I strongly advise anyone never to buy or rent a Riverside property. It’s not worth your peace of mind, your safety, or your money.

Absolutely awful company - I purchased a property under shared ownership and have nothing but issues. The complaints process is a complete joke, and calling a team customer service is an absolute insult to anyone in that field. Multiple formal complaints not resolved, acknowledge then not picked up. Phone goes unanswered, web system doesn't work and locks out, not one aspect of their own complaint policy is followed and not a single named email is available. do not have anything to do with this company at all if you have a choice - as a tenant, purchasing property - ANYTHING

absolute worst housing association I’ve ever been with, passed from this person to that person for 1.5 years after I’ve reported damp and mould. as soon as I got in touch with citizens advice they threaten me with eviction for not living in the house, grass is too long etc liars cheats and thieves

I've raised multiple complaints regarding different essential repairs with Riverside Housing, but none have been resolved—some dating as far back as July of last year, which is still stuck at stage 2. With my latest two problems, which is severe damp and mould in my son's bedroom and a flood of water in my garden, I have contacted Riverside 9 times by telephone, email and via their website. However, over four weeks with no updates, messages, or communication whatsoever.

I will give you an example of how appalling their service is: I tried contacting customer service and was left on hold for 1 hour and 15 minutes without anyone picking up. When I called again and selected the payment option, someone answered within 7 minutes—clearly indicating where their priorities lie. Unfortunately, that person couldn’t assist me and transferred me to another department, where I was told there was only one person ahead of me, but no one ever answered.

Overall, having Riverside as a landlord has been a deeply disappointing and stressful experience. The lack of responsiveness and follow-through is unacceptable.

Riverside are by far the worst landlord in the UK!

I have cried bucketloads because of the distress they have caused me and the critical repairs they refuse to carry out.

p.s. don't believe any of the comments that Riverside Housing Group post here on Trustpilot. They completely ignore you and treat tenants like absolute dirt!

I can't even believe that I'm having to write this review less than 3 weeks into moving into our new home....
We moved into our retirement living bungalow towards the end of June.... When we tried to have a shower it flooded the bathroom, because the shower tray just filled with water very quickly and overspilled into the room, there appeared to be a problem with the pump, because the water wasn't being taken away... We contacted Riverside who sent us an electrician, he had a morning appointment with us, then he had to get a plumber to attend later that day..... The plumber thought it was either we needed a new pump or a new shower tray, because it appeared to be on a slight slope...
He couldn't fix the issue there and then, so he said someone would come out to investigate...... I informed him that i only had days off from work on a Tuesday and a Thursday, so that's when we would need someone to come...We were then given an appointment for Wednesday the 16th of July..... Now not only would there be no-one at home, because we would both be at work but that would mean us not having a functional shower for 13 days after the electrician and plumber had attended...... I then rang Riverside to tell them again when my days off work were and they got the appointment changed to Thursday the 17th of July.... Then my husband got another message to say that the appointment was changed again to Friday the 18th of July..... So once again I had to ring Riverside not just once this time but twice to tell them again that I only get Tuesday and Thursday off work and today my husband got an updated appointment of Tuesday 29th of July...... So yes we have been given an appointment on my day off, but we now have to wait another 15 days with no proper shower..... Me and my husband are beyond disgusted with the way we are being treated, is it not a basic human right to be able to have a shower to keep yourself clean, plus surely the shower should have been tested before we moved in, to make sure there were no issues..... We really don't know who to turn to, to receive a proper and decent duty of care.....