Riverside Reviews 

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...

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.