A recent survey revealed that Riverside
tenants have maintained their high level of satisfaction with their
social landlord, with 82% of them satisfied with its services.
In April over 20,000 people nationwide received a Survey of
Tenants and Residents (STAR) questionnaire - 5,000 completed the
The North East and Midlands, as well as
Riverside’s newest Scottish partner, Irvine, recorded the strongest
overall satisfaction levels, with 87% of North East tenants happy
with their landlord.
John Wood is Riverside’s group director for
housing services, he said: “We had a really good response rate for
this postal survey and I’m delighted with the results. As a
national organisation it’s often a challenge to deliver a
consistent and high quality service across the country. Our aim is
for all of our divisions to be as good as the best and we are
closing the gap. Our tenants in the South East reported steady
improvements in their overall satisfaction - up 9% over the last
The greatest increase in satisfaction is with
service charges as value for money, up 9% on last year. This is an
area that had been weak in previous surveys. As a result, Riverside
carried out a service charge review to find out more about why
tenants were dissatisfied.
John Wood added: “We’ve been working with our
tenants across the country to improve our communication with people
about their service charges. People now believe they are getting a
better value for money service.”
Significant increases in satisfaction with
service charges were recorded in some areas - North East increased
by 26%, Midlands by 16% and the South East by 10%.
Finally, seven out of every ten tenants and
residents have, or would, recommend Riverside to friends and