The Riverside Group is committed to providing high quality services in everything we do and to resolve customer complaints in a consistent, fair, impartial, and transparent way. We realise that there will be occasions where the level of service falls below our accepted standard and we will work to put things right and this may include paying redress

We aim to be consistent in our approach to redress and financial redress payments ensuring customers are not left out of pocket by our actions and we will calculate redress by assessing each case by its impact on the customer we are aligned to the Housing Ombudsman Service remedies guidance.

We will always consider whether any statutory payments are due, if any quantifiable losses have been incurred, the time and trouble a resident has been put to as well as any distress and inconvenience caused.

You can ask someone else to act on your behalf. As long as we have your permission we can discuss and resolve your complaint with them.

If your complaint is not resolved by us, you can take your complaint directly to the Ombudsman.

The Housing Ombudsman Service can also assist residents throughout the life of a complaint and not just at the point where you have been through our process to encourage earlier and more effective complaint resolution.

For more details about our policy click here.

As with all our complaints, these are triaged to the most relevant person to deal with the complaint.

We will accept complaints about staff and contractor conduct and aim to provide a suitable solution on completion of the complaint investigation.

However due to the nature of this type of investigation we would not be able to provide information regarding any disciplinary action. No person who is the subject of a complaint will take part in the investigation process. If the complaint relates to protected characteristics, an Investigating Manager who has the same or similar protected characteristics to the customer raising the complaint will be appointed to carry out the investigation wherever possible.