Riverside Reviews 

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.

*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.....

I came home from work today to find my front door key not working. I had to buzz a neighbour to let me in who informed me that they changed the front door locks and they have posted the keys through my front door. I was never informed that the main communal door was having its lock changed. If my neighbour hadn't been in I would of been locked out of my flat in the pouring rain. How do they expect me to get through the main front door when the new keys issued had been posted through my own front door. The idiocy of this is beyond a joke. Then I decide to go out to find out that the keys don't work not just mine everyone's in the flat. The main communal doors now remains wide open to all the elements and for anyone to walk in at anytime. A joke.
Then nearly 3 months ago again without notice, scaffolding goes up with no explanation as to the reason why. This has been blocking the daylight getting through my windows. In 3 months not one person has taken one step on the scaffolding not one neighbours have constantly stopped us asking why they are up but no work done. Another joke.
Then I get a letter informing me that a contractor will be around to check my electrics on 7th July and if the date not suitable to email them. This I did informing them of my days off which are more suitable. No response but arriving home from work on the 7th I see a card informing they called but no one was in. No Shit Sherlock !!!
Riverside is a joke

On 1 January 25 I reported that the button of the lift -(46-7 Coram St) in our block of flats on the 2nd floor was out of order, This impacted a tenant living on the 2nd floor, who just had a stroke who could not use the lift. It also impacted me because another tenant on the 2nd floor used this as an excuse to harass me (on the 1st floor) including stealing parcels from my door which I reported to Riverside several times. They did nothing. Then on Friday, 11 July over 7 months after my complaint I received a call from someone calling himself the Head of Compliance (in fact he is the Interim Head of Compliance Building Safety! not quite the same title). He apologised I had not heard anything for 7 months; and he said the lift would be fixed this week and I would get £450 compensation. In fact this was all a lie. In the letter he sent today; he renegades on this offer reducing it by £300 and stating the lift had been out of order for a completely different reason and when it was fixed the lift button would be addressed!! In fact the contractors came 2 weeks ago and turned the lift off - there was nothing wrong with it asides from this button. Riverside are absolutely shocking. Surely up there with the worst landlords in the country. They fail in their duty of care; they lie, they cheat; they have zero humanity.

I bought my flat since 4 months, and riverside fails to return calls and contact new leaseholders. Its like a ghost company.
Do they even exist???

The administrative process is fundamentally flawed - cases are frequently allowed to expire without resolution, callback commitments are not honoured, and communication appears to vanish into an organisational void.

The operational structure seems perpetually understaffed, with support staff consistently unavailable when required. After months and months of repeated contact through multiple channels - telephone, email, and completing forms on their website.

The evident disregard for customer service standards makes this housing association unsuitable for anyone seeking reliable property management and tenant support.

If I could give riverside housing zero stars I would . Since moving over from one housing to riverside it’s been nothing but a shambles. I put in a mutual exchange form in may before the merge over made several calls and sent emails to be told they can’t find what one housing did with it although I have a reference number to be told to fill out another one . Been waiting for over 4 weeks for my so called housing officer Anisha Begum to call and haven’t heard a thing from her . I’ve opened up a complaint with the complaint department heard nothing from them either! a complete and utter disgrace .*updated review *
it amazes me that they can respond to negative reviews left and ask for more information just so it seems they are “doing their job”and still hear nothing from them they have to be the worst housing association .

SINCE THREE MONTHS I AM WAITING FOR MY HOUSING OFFICER SAPPHIRE BELL TO GET BACK TO ME

Probably the most incompetent management company I have ever come across. If you're looking at an apartment or building managed by Riverside or One House Group, run! Run as quickly as you can, as they will make your life hell! Terrible!

Further to my review of this housing association, I have been i formed that the work on lift which was supposed to be getting done last Wednesday then got put off until this Tuesday is not getting done this Tuesday and residents were told they don't know when lift will be repaired even though parts were on order. As I said in last note thier are many residents that stuggle on stairs so the lift is only way up and down stairs so residents are stuck in thier rooms, people in prisons are treated better than this and to be told they don't know when this will be fixed. The money this company must be making and they havnt got a back up in place. I know of one resident who was struggling to get back upto thier room after doing some laundry and slipped going upstairs, lucky enough they only had slight injury but if this trip was the opposite way thier could of been a more serious injury or death. The company should be doing more and putting procedures in place.

How any one would want to work in this place is beyond me it’s absolutely filthy, & as to eat& drink in there that’s another level, not seen a paintbrush for I don’t know how long,place needs knocking down