Riverside Reviews 

Kidwells close Avon house maidenhead resident.The carpark gate open now 3weeks not fixed looking into drug related problems still on going getting worse since they took over this place has gone down hill.Do they care about tennants or do they just money pinch

Faddel El Bakali
Aqueeb
Very lovely guys
Shame you haven’t got more workers like them …. Also Mason the area supervisor lovely guy
After my complaint and being without a working shower

They changed the front door lock while I was away on holiday, leaving me completely locked out. This is just one of many outrageous actions by this rogue company.

Data breaches, failed risk assesments, lies and victim blaming, all round gang of evil and snidey non empathetic people that need to be fully investigated and shut down they literally leave people to suffer and make them feel like its their own fault, horrible

I am a disabled Riverside tenant living alone with autism, mental-health conditions and trauma. Email is my agreed communication adjustment.

On 6 August, Riverside said herbicide treatment outside my home was paused and its contractor would attend the next day only to cut vegetation.

On 7 August, the contractor sprayed herbicide anyway.

Riverside said it had neither instructed nor authorised the spraying. When I developed unfamiliar symptoms, NHS 111 needed the exact product and registration number. I did not claim the spraying caused them.

Riverside supplied “contractor-confirmed” information.

It was wrong.

After further questions, Riverside corrected both the product and MAPP number. Its first answer would have left NHS 111 with inaccurate information.

I kept writing because I needed a reliable answer about chemicals sprayed where I live with my dogs. Behind the emails was me, alone and frightened.

Before Riverside completed the correction on 14 August, its Managing Director intervened about my emails.

I expected the Managing Director to ask why spraying happened despite the pause, why the information was wrong and how Riverside would prevent a repeat.

Instead, the Managing Director said my correspondence placed an “unreasonable demand” on staff and imposed “Future Communication Arrangements” with immediate effect.

I was told to shorten messages, use selected contacts and avoid matters Riverside considered answered. Riverside could redirect or decline responses.

Riverside had not finished correcting its information when the controls arrived. It says no blame was intended, but its errors prompted questions and I was treated as the problem for asking them.

When asked, the Managing Director identified no needless repetition after a complete answer, no wrongdoing and no test separating repetition from necessary follow-up.

The route producing corrected information remained; only my replies were controlled. Riverside created the follow-up, my follow-up became workload, and the workload was blamed on me.

My circumstances were known. In May, the Managing Director acknowledged my vulnerability, that Riverside’s communication had “fallen short, particularly in terms of clarity, timeliness and reassurance,” and that my trust had been damaged.

I repeatedly explained that my health made a face-to-face meeting impossible. The Managing Director said this was understood, yet continued offering one as the most effective way to rebuild trust. The barrier was acknowledged but given no practical weight. No accessible written process offering the same benefits was provided.

As a resident, this makes me hesitate before reporting a problem with my home. As a disabled person, it makes me fear that using the written adjustment Riverside accepted will itself be treated as unreasonable. I am left wondering whether a new safety concern is serious enough to risk another intervention about my communication.

No vulnerable tenant should feel forced to choose between silence and being treated as a burden for seeking accurate answers about their home, health or safety.

But I will not be silenced because Riverside’s delayed, disputed or corrected information creates work for Riverside. I will not leave necessary questions unasked so its inbox looks quieter.

I am the human being behind these emails. I should not have to become quieter to be heard, less visible to be supported or less disabled to participate.

In my experience, the Managing Director’s intervention was a devastating failure of empathy, accessibility, accountability and leadership.

One star.

The repair came at the scheduled time and the service was highly professional. We are very thankful for the service.
Especially for Faddel.

Amazing service from Faddel. We booked him just to change our bathroom taps, but he kindly fixed our shower head, handle, drain and even our broken toilet seat. Such a lovely and helpful man. Can’t thank him enough for going above and beyond. Highly recommend!

Piss poor housing association, they took over my previous landlord one housing and it’s been downhill ever since. When i first moved in the place was kept clean, we had a gardener, security, the lifts were cleaned. Now the place is a shit hole with mice taking over the bin room. Never saw mice before. There’s also a case of bed bugs in the block which they’re dragging their feet to deal with. I hate them so much that after 13 years of living here i’m looking to move. They change housing officers every few seconds and they don’t give a crap when you email them. The levels of incompetence are off the charts. Why is it employees in housing are always morons?

Got threatened by another tenant and the housing officer just fobbed me off so she didnt have to DO HER JOB. Police have been notified and hopefully I will be moving out of this hellhole

⭐️⭐️⭐️⭐️⭐️ Excellent Service – Highly Recommended!

I would highly recommend Fidal for his excellent plumbing and boiler service. He came to clean and fix my boiler, and as always, he did a fantastic job. He is professional, reliable, knowledgeable, and takes great care in his work.

Fidal always does a great job, and I have complete confidence in his work. He is also friendly, respectful, and makes sure everything is working properly before he leaves.

If you are looking for a trustworthy and skilled plumber, I would definitely recommend Fidal. Excellent service every time! 👏👏👏

Riverside are pretty useless as a housing association, however Faddel El-Bakali was incredibly helpful in fixing a problem with my water meter at very short notice. Very professional and friendly.

I would like to congratulate Riverside Housing for there great working in breaking up a 14 Year relationship and 13 Year marriage

I would like to acknowledge the top quality service provided to me today, in replacing a sink in my bathroom. The gentleman who came is the same who first came to see what was needed. Hesham Job No. J37M76. He arrived bang on time . Took his time in fixing everything. The plaster around the sides done like he was family. A real professional, attention to detail absolutely spot-on now looks better than the one replacing.

I am incredibly disappointed with the direction Riverside Housing has taken recently. As one of the country's largest housing associations—managing over 75,000 homes with a massive £686 million turnover and an operating surplus of £108 million—their focus should be on the tenants. Instead, they seem entirely focused on cutting basic customer service to pad their margins.

Here are the key issues I’ve experienced:

Removal of Contact Information: Finding a direct phone number other than the call centre or email address on their website is now nearly impossible. It feels like a deliberate attempt to block tenants from getting in touch.

A Terrible App: We are constantly pushed to use their mobile app, but it is poorly designed, laggy, and frequently fails to work when you actually need to log an issue.

Incredibly Slow Response Times: Even when you do manage to submit a query or repair request, the wait times for a response are unacceptable. Weeks go by with no updates. Complaints panel no longer exists

Broken Escalation Process: If you try to escalate a complaint or an unresolved issue, you run into a brick wall. The escalation process is completely opaque, and there is zero accountability or follow-through.

For an organisation of this size making substantial surpluses, it is unacceptable to hide behind broken digital systems. Riverside urgently needs to reinvest some of those millions into basic, accessible customer service for its tenants.

Terrible Housing Association and completely Incompetent ASB Investigations in Liverpool.

We have had very serious ASB issues for I’d say around 2 years. One of the people on our street is a drug dealer. He frequently wanders the street selling drugs and has done for years.

We have reported this to the previous Housing Officer for the area who originally ignored our emails including one when Riverside’s own front door was being kicked in by a dealer wanting his money.

The issues have been ongoing for many years. It’s the worst kept secret on the street that this tenant is dealing in front of my house and others historically.

We found the ASB investigator absolutely appalling in the way he handled the situation. He failed to attend the initial meeting with us because he had forgot. We then had to continually remind them to collect evidence from various sources. Then to put the icing on the cake, after 2 years of issues decided it would be a good idea just to have a phone chat with the tenant and not pull them in for an interview.

The previous housing officer weeks found unhelpful and with a real attitude problem. It has come to our attention this week that this Housing Officer has now left the organisation which is not surprising. When approached our emails regarding ASB were ignored by Riverside, in the hope we would go away.

More recently a drug dealer was banging on Riversides front door and we rightly contacted them and they were not interested in this was happening. How can any property owner not be concerned about their own stock? If this happened to my house I would want that tenant out of the property before any more serious damage occurred. We really struggle with Riverside Housings rationale of these serious incidents.

We had to approach the Manager of the Housing Team to even receive a response. We were actively ignored by the previous Housing Officer even when criminal acts were reported to the local police force.

The complaints procedure for non-tenants also needs revising. It’s very unfortunate Riverside feel non-tenants are not able to complain especially in such serious circumstances. We found the support generally unhelpful and almost arrogant in their approach in serving the wider community here in Liverpool.

We wanted to share our experience of Riverside as we think the current system that it employs to combat longstanding ASB issues, and the way it manages non- tenants complaints, is not fit for purpose.

We have had to seek legal advice and our solicitors are putting together a letter to send to Riverside Housing.

(14 years as tenant with riverside)

My experience with this housing association has been extremely disappointing. Instead of taking responsibility when issues are reported, I felt I was treated unfairly for speaking up. The complaints process did not give me confidence that my concerns were investigated independently, and I believe it mainly protected the organisation rather than resolving problems. I was also unhappy with the quality of work carried out by contractors and how my concerns about it were handled. I will be sharing photos of the work so others can make their own judgement. If you're considering signing a tenancy agreement, I recommend researching thoroughly before making a decision.

Incompetent and irresponsible. I live a road with several apartment blocks managed by Riverside. Riverside also has responsibility for managing the road. There seems to be zero ground maintenance. Wooden planters decayed and disintegrated, with sharp metal spikes poking out of them. Weeds everywhere, dead trees are not replaced, laws are not looked after. A broken toil seat was left in front of one of the entrances for years. Fly tipping by their residents is rampant, and they do nothing about it, even when residents' names and addresses are know.. Piles of old furniture and appliances are nearly permanent. One of the concierges is very rude and refuses to their job. Cars park on double red lines all the time and they do nothing, although London Fire Brigade ruled it is a major fire risk. Their sewage flooded the whole underground round parking for 7 apartment blocks, and the response was abysmal, nearly a week later than still have not cleaned it. If you send a complaint they ignore it or send a totally irrelevant response. Avoid living anywhere close to any estate managed by these incompetent and inept outfit

Riverside are my building manager - my fob has stopped working and Riverside have taken over a month to get back to me - bouncing me around different departments suggesting different approaches. I pay service charge on time each month - the least they can do is enable me to access my building.

I have spent days trying to report a problem with the communal aerial and there is nowhere on their site to report such a problem. I have had no tv since Saturday, I have re tuned my tv several times and I get nothing. I have complained hundreds of times over the years stating that it is not fit for purpose, but nothing is solved.

Well what can I say about this housing association riverside,there shocking they really are,this company charges you surcharges every single week ontop of your rent for what exactly,they don't do anything with the millions they rob off people each year,firstly I waited 2 months for my toilet to be repaired which I need for my terminal illness which is Crohn's disease amongst other illnesses also I have children,secondly I have asked if they could help to lower my garden hedges as they are shockenly high not down to me as I've always cut my hedges from the very day I moved in,no it was past neighbours who were lazy and wouldn't cut them ,now I have new neighbours and they carnt manage them as well as me,my opinion they should of been cut before my new neighbours moved in they weren't,so I asked if they could help by cutting them down to a reasonable height so me and my neighbours could keep on top of them and we can manage no problem.the answer I got we don't have a gardening team anymore,pack of lies there are gardening teams round my area quite a lot doing communal areas,no gardening teams hey really.this problem isn't down to me as I explained to them it was past neighbours who were lazy,they should of cut those hedges before new tenants moved in they didn't,disgraceful company,I wish I could afford private rented accomadation because I would in the drop of a hat.the house I live in that I rent from them the window frames on all windows are rotten damp you name it and it's freezing in the winter,but here they are gaining millions from surcharges they put ontop of everyones rent for what,for nothing that's what.nothing but robbers simple as that.