Do you want to know how Riverside
is performing?

We proactively publish as much information as we can – everything from financial statements to customer service performance measures and an annual report.

We do so both to comply with legal and regulatory obligations but also to provide as much information as possible for our customers and other key stakeholders to help you understand Riverside, our strengths and weaknesses and what you can expect from us at any given time.

Just click on the section you’re interested in below to get started.

Let’s Talk Performance…

We are currently working with customers to review our Customer Offer and associated Service Standards, and to find out what performance information they would like to see on a regular basis. In the interim, we are providing these key performance indicators, on a quarterly basis, alongside some information about what we are doing to drive improvements.

The figures below are taken from June 2024 and the arrows show how we’re doing compared with the previous quarter.

68.3%
Overall satisfaction

We are reviewing our surveys and other methods of feedback to understand why we’ve seen a slight reduction in overall satisfaction. That feedback will also help to inform our improvement plans. We have seen our scores on “repairs fixed first time” and “repairs completed within target timescales” worsen and this may be linked to the slight reduction. To improve on those key issues we have implemented a new repair management system which went live at the end of June.

10.4
Net easy score (NES)

In line with overall customer satisfaction, we have seen a slight reduction in our Net Easy Score, potentially for similar reasons. It is still, however, far higher than in previous years which may be partly attributable to our continued low call waiting times which have now been maintained for a sustained period.

1 mins 52 secs

Call waiting times

Average Wait Time increased slightly in comparison to the previous quarter, however, we have still maintained a good answer time for our customers. We experienced a couple of minor IT issues along with one more severe issue in June which affected performance for a few days. We’ve hired additional staff who are now trained up. This helped improve our performance in June and counteract some of the problems we experienced.

32.7%
Satisfaction with complaints handling

Whilst we still have a long way to go, this is the highest satisfaction for complaints since score since December 2023 which is encouraging. Our complaints team are working with operational teams across our business to improve our complaints responses and get the right outcomes for our customers. We also have complaints forums across the business where teans get together to understand complaint trends and share best practice.

85.8%

Satisfaction with latest
repair

There has been a consistent improvement in customer satisfaction each month, with encouraging feedback on the level of customer service provided by our repair teams and the quality of work delivered. We have a programme of customer care calls to find out at an early stage of the repair being completed, if customers are happy with the quality of their repair. Where they aren’t happy we take this opportunity to put things right, we also use this feedback in our team training programmes.

83.8%

Percentage of repairs fixed first time

We have seen this score worsen slightly this quarter. To counter that, we have increased our supply chain of contractors for these types of repairs and worked with specialist contractors to provide additional days so we can complete these repairs as quickly as possible.

79.4%

Percentage of appointments
kept

We have seen a slight improvement which is encouraging. We have increased our supply chain of contractors for these types of repairs and worked with specialist contractors to provide additional days so we can complete repairs as quickly as possible and therefore fulfill all of our appointments. We have also been planning an upgrade of our repair IT system which will improve our ability to manage the repairs service more effectively.

80.8%

Percentage of repairs completed within target timescales

We are experiencing above average number of repairs in some areas which has affected our ability to complete repairs within target timescales. We are working with our sub-contractor supply chain to support the completion of repairs and working hard to ensure customers are informed when we can’t meet the timescale and why.

67.7%
Satisfaction homes are well maintained

Our investment programme is underway for 2024/25 and we are replacing components such as kitchens, windows and doors in homes. On top of that, we’re doing some larger scale investment in some of our Retirement Living schemes and communal areas. We have introduced new Quality Assurance audits which are giving us better feedback about how we can improve. On the back of that, we are now doing more to ensure that at the end of every day of work, customers are told what has been done that day, and what will be done tomorrow.

98.6%

Percentage of lettable homes currently occupied

We have seen a further increase in the number of homes which are currently occupied.  We are continuing to deliver against our Empty Homes Improvement Plan across all business areas, with good progress being made and the plan closely monitored by our Steering Group.