Riverside

The Riverside Group Responsive Repairs Policy
May 2025

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This policy sets out Riverside’s commitment to deliver an efficient and effective responsive repairs service that meets the needs of Riverside customers and enables us to fulfil our statutory, regulatory and contractual obligations.

Carrying out repairs is one of the most important services we deliver to our customers. We want Riverside homes to be maintained in an affordable manner and ensure all our homes provide our customers with a safe, warm and dry home, where everything is in working order.

This policy covers repairs services to customers who rent their home under a tenancy agreement, customers who rent under a license, and those who own them as a leaseholder (whether through shared ownership or outright). Both our repair obligations and those of our customers vary between those tenures, and this is reflected in the policy. The policy covers responsive repairs to customers’ homes, both internally and externally, including their gardens and garages (exclusion may apply depending on the terms of the tenancy, license, or lease agreement), in communal areas, and to communal assets for example, shared gardens, shared spaces including lifts and corridors.

Riverside defines a ‘responsive repair’ as unplanned work that is reported by our customers about their homes, or which arise from damage or wear and tear to communal areas and common parts. It rectifies and makes good a component, installation or part of a Riverside property for which we are responsible, when it is faulty or needs repairing.

This policy should be read in conjunction with the policies outlined in Section 4.

This policy does not include Planned or Cyclical Maintenance, which includes any Aids and Adaptations installation works.

Appendix 1 sets out our definitions of Responsive Repairs and Planned and Cyclical Maintenance.

3.1 Our policy is to:

• Ensure we meet our repair obligations so that Riverside homes are well maintained, throughout the duration of the tenancy.
• Comply with all legislative, regulatory and contractual (including tenancy) obligations.
• Deliver an effective repairs service which responds to the needs of customers, and which aims to complete repairs at the first visit within the priority times outlined within the policy.
• Ensure our customers are aware of their repair responsibilities and our repair responsibilities, and that these are met.
• Communicate effectively to our customers at all times in relation to the delivery of our responsive repairs service and enable customers to communicate effectively with us (see Appendix 3).
• Offer our customers suitable and convenient choice in booking appointments for repairs.

3.2 The following standards are the minimum that must be achieved:

• Complete an inspection where this is required to determine the nature of the repair.
• Resolve the fault at the first repair visit, wherever possible.
• Meet the repair obligations that are contained within the tenancy agreement / lease and as set within law.
• Deliver a customer focused service (Homes, not houses).
• Use a range of communications tools to deliver an efficient service to our customers during and after booking a repair with us (see Appendix 2).
• Deliver quality work in a courteous manner.
• Be cost effective and provide a value for money service.
• Proactively consult with customers when required.
• Flexibility to cover all types of contractual arrangements.

3.3 As a landlord, we are required to meet certain obligations that are set out in law. Additionally, our tenancy (or leasehold) agreements set out the responsibilities for both Riverside and our customers. Appendix 2 provides a breakdown of the responsibilities for Riverside and our customers.

3.4 Not all repairs will require an inspection. If an inspection is required, this will be completed within 7 calendar days.

We categorise repairs with varying timescales as follows. Please note that this list is not exhaustive:

Further details of categories for ‘Emergency’ and ‘Urgent’ repairs are contained in Appendix 1.

3.5 We will seek to offer our customers reasonable choice in making a repair appointment. If we need to change agreed arrangements, we will contact the customer as far in advance as possible to advise them.

Appointment Times:

Please note that the above appointment times are not applicable to repairs which fall into the ‘Emergency’ category (see Appendix 1).

We recognise that our customer’s availability and schedule may not always align with the standard appointment times offered above. As such, where possible, we offer non-standard appointment times to customers upon request.

Appointment Communication:

Once an appointment has been scheduled, customers will receive a text message confirming the appointment date and estimated arrival time frame. A second text message will be sent on the morning (approximately 6:00am) of the scheduled appointment as a reminder. Subject to regional availability, a third text message will be sent to the customer when the operative is on their way. Customer’s may also receive further communication via text message if an appointment is rescheduled or a follow-on appointment is required. For more information on how to report a repair and tracking the progress of a repair, please see Appendix 3.

3.6 Our tenancy, license and leasehold agreements require customers to allow us (including appointed contractors) access to their home to carry out repairs at the agreed appointment time. If we are unable to gain access to carry out the repairs and the integrity of the property, its fabric and/or the safety of the customer or those in the vicinity of the property is compromised, we will take appropriate action to gain access to carry out the repair. This may include but is not limited to obtaining an injunction for access. If we are required to gain access this way, we will consider taking both immediate and retrospective action against the customer for the breach of their tenancy conditions. We may pass on the costs incurred by us taking this action to the customer.

3.7 Anyone working in our customer’s home on our behalf is expected to meet our Code of Conduct (see Appendix 4). We will monitor the quality of our contractor’s work and how they behave in our customers’ homes. In return, we expect our customers to always treat our employees and contractors with respect.

3.8 We aim to meet all our obligations to carry out repairs within statute and this policy. If we do not, our customers can contact us and inform us of this. We will respond to complaints regarding our repairs service in line with our Complaints policy and Customer Feedback procedure.

3.9 We will monitor the quality of repairs through the completion of Customer Satisfaction Surveys, the results of which will be published on our website.

Stock Transfers:

In some instances, specific transfer promises were made as part of a former stock transfer. If this is the case, Riverside will honour any promises that were made within a formal stock transfer agreement that was issued to customers.

Right to Repair (Scotland):

Right to Repair covers a number of defined repairs identified under legislation, which if not completed within the target timescales allows the customer to seek an alternative contractor and compensation may be payable for non-completion of the works. Our Right to Repair leaflet provides further information on applicable repairs and is available on Riverside Scotland’s web page.

Key Legal and Regulatory References:

• Awaab’s Law.
• Building Safety Bill.
• Construction (Design & Management) Regulations 2015.
• Decent Homes Standard.
• Defective Premises Act 1972.
• Electricity at Work Regulations 1989.
• Environmental Protection Act 1990.
• Equality Act 2010.
• Fire Safety Act 2021.
• Gas Safety (Installations and Use) Regulations 1998.
• Gas Safety Management Regulation 1996.
• Health and Safety at Work etc Act 1974.
• Health and Social Care Act 2008.
• Homes (Fitness for Human Habitation) Act 2018.
• Housing Act 1988.
• Housing Act 2004.
• Housing Health and Safety Rating System (HHSRS).
• Housing Scotland Act 2001.
• Housing Scotland Act 2006.
• Landlord and Tenant Act 1985.
• Lifting Operations and Lifting Equipment Regulations 1998 (LOLER).
• Party Wall Act 2016.
• Safety and Quality Standard, Regulator of Social Housing 2024.

Related Policies and Procedures:

• Aids & Adaptation Policy.
• Asbestos Procedure.
• Compensation Policy.
• Complaints Policy.
• Customer Care Policy.
• Customer Feedback Procedure.
• Damp and Mould Policy.
• Decant Procedure.
• Driving to Work Policy.
• Electric Vehicle Charging Point Process.
• Electrical Management Plan.
• Electrical Protocol.
• Electrical Safety Policy.
• Empty Homes Standard.
• Environmental and Sustainability Policy.
• Equality, Diversity & Inclusion Policy.
• Financial Redress Procedure.
• Fire Safety Policy.
• Gas Management Policy.
• Gas Protocol.
• Health & Safety Policy.
• Home Improvement Procedure.
• Lone Worker Policy.
• Our Planned Standard.
• Procurement and Contract Management Policy.
• Safeguarding Policy.
• Warning Marker Procedure.
• Water Safety Policy.
• Work Attendance / Sickness Policy.

5.1 What we and our customers are each responsible for is set out in our tenancy, leasehold and licence agreements.

5.2 We will maintain a list on our website of our and our customers’ responsibilities (see Appendix 2). However, it is always the law and the individual tenancy agreements that govern these responsibilities in each case, not this website list.

In particular:

• We expect our customers to treat their homes, and carry out repairs and maintenance, in accordance with the responsibilities set out in their tenancy or lease agreement. We will not normally undertake repairs which, under the tenancy or lease agreement, are the customer’s responsibility (please see section below on ‘Assisting our Customers’).
• If Riverside undertake a repair which is deemed a customer’s responsibility, Riverside will look to recover costs. If the repair is equal to or exceeds £109 but no more than £299, a flat rate cost of £109 will be raised and recharged back to the customer. If the repair is equal to or exceeds £300, Riverside will look to make a full recovery of repair costs. Both the flat rate and full recovery costs will move in line with the Customer Price Index (CPI). A repair will only be recharged if there is sufficient evidence. For a list of exemptions, please refer to Appendix 4.
• We will not normally undertake repairs to fixtures and fittings installed by our customers. If we do attend a customer’s home and it is found to be a customer’s own installed component, we reserve the right to recover the cost of the repair from the customer; if we cannot repair then we will replace it with a component from the Riverside specification.
• Where damage is caused by customers (or their family or visitors) to their home we will expect the customer to rectify it. If the customer does not do so, or does not do so to the required standard, we may carry out the repair and recover the cost of doing so from the customer.

5.3 We know that occasionally our customers believe that we should undertake repairs and maintenance that, under the tenancy, licence, or lease agreements, are not considered to be Riverside’s responsibility. These most commonly relate to:

Trees and Bushes: At the start of the tenancy, Riverside will ensure they are at a reasonable height and span (taking into account proximity to paths/buildings, blocking light etc.), are not causing damage and are not significantly diseased. We will expect customers to then maintain trees at the height and span during the tenancy. Leaseholders should check their lease agreement to check on where responsibility for trees lies, as there can be variations depending on the agreement and where the tree is situated, for example within communal gardens tree maintenance is usually Riverside’s responsibility or the responsibility of a managing agent.

Walls, Fences and Boundaries: Riverside is responsible for boundary fences, this includes fences that lead onto a public right of way such as a road, field, waterway or car park. This also includes dividing fences that are between two properties.

Graffiti Removal: Riverside will remove both offensive and inoffensive graffiti from property that it owns (dwellings, non-residential properties, walls or street furniture). There may be instances where a mural (decorative graffiti) has been created without our permission. In these circumstances, Riverside will consider whether it adds value to the neighbourhood and may consult with community leaders or resident groups to gather their feedback.

Mould and Condensation: We ask our customers, where they can, to adequately heat rooms – the World Health Organisation recommends a room temperature of at least 18°C. Customers should also ensure that the ventilation units provided are switched on to eradicate the possibility of condensation and mould occurring. Customers who are concerned about the cost of energy bills can contact Riverside’s Affordable Warmth Team for advice. We advise that our customers clear mould spots as soon as they appear using an anti-fungal cleaning product. If customers have attempted to clean the area and it continues to come back, it should be reported to us so we can arrange for it to be inspected and assess the underlying cause. This only relates to social and affordable rent properties. Leasehold customers should refer to their individual lease. Please also refer to Riverside’s Damp and Mould Policy for further guidance.

Decoration: Customers are responsible for decorating and maintaining decorative order within their homes. However, where we have completed a repair and that repair has resulted in damage to existing decoration, or an obvious and significant contrast between the repaired area and existing decoration, we will make good that area and decorate it or provide decoration vouchers for the customer. The nature and extent of the decoration will be solely at our discretion. This only relates to social and affordable rent properties. We have no such equivalent responsibilities in respect of leasehold homes.

5.4 Assisting our Customers:

We recognise that some of our customers may need help when it comes to meeting their repair responsibilities. We may, entirely at our discretion, provide a service in addition to the statutory and contractual responsibilities, to assist our customers who may need support to meet the conditions of their tenancy. We will make this assessment based on the individual customer’s needs at the point of the repair request, including whether there is anyone else who might reasonably assist them, and whether there are any immediate risks to their health or safety. This may include an extension to the scope of repairs which we carry out.

Riverside aim to meet all its obligations to carry out repairs within statute and the Responsive Repairs policy. If we do not, our customers can contact us and inform us of this. We will respond to complaints regarding our repairs service in line with our Complaints Policy and Customer Feedback Procedure.

Riverside is committed to Equality, Diversity & Inclusion. We strive to be fair in our dealings with all people, communities and organisations, taking into account the diverse nature of their culture and background and actively promoting inclusion. This policy aligns with Riverside’s Equality, Diversity and Inclusion Policy and has been subject to an Equality Impact Assessment.

Appendix 1: Definitions

Appendix 2: Responsibilities

Riverside’s Responsibilities:

We will maintain the structure and exterior of your home including:

• The roof.
• Drains, gutters, and external pipes.
• External walls and doors, windowsills, sash cords, external window and door frames, catches and glass, including necessary painting and decoration.
• Internal walls, skirting boards, doors and door frames, floors, ceilings and plasterwork, but not including any decoration of these.
• Chimneys and chimney stacks and flues (excluding the sweeping of chimneys).
• Pathways and steps (when they are the main means of access to your home).
• Garages and stores (if included in your tenancy).
• Boundary walls and fences that are present at the start of your tenancy.
• Faulty locks to windows and doors (excluding lost keys).
• Washing lines (communal areas only).

We will maintain and working order the installations for room heating, water heating and sanitation and for the supply of water, gas and electricity, including:

• Basins, sinks, baths, toilets (but not the toilet seat), flushing systems and waste pipes.
• Electrical wiring, gas pipes and water pipes within the boundaries of the property.
• Water heaters, fitted fires and central heating installations (if a gas fire or any other fossil fuel appliance is installed as a secondary source, it will not be replaced).
• Sockets and light fittings that were present or installed at the time the tenancy started.
• Bathroom and kitchen light bulbs that were present or installed at the time the tenancy started.
• Smoke alarms which were present in the property at the time the tenancy started.
• Ventilation (extractor fans).
• Fire doors within communal premises, entrance doors onto communal walkway, and internal doors (flats only).

We must carry out annual inspections of gas appliances, pipework and flues and all properties must have a valid electrical safety inspection certificate (EICR) every five years.

We must take care to keep in repair the communal entrances, hallways, stairways, lifts, passageways, rubbish chutes and any, and all communal parts and areas, including electric lighting and septic tanks.

We will keep in repair and working order any adaptations that we have provided in the customers home, including stair lifts and hoists. We will not be responsible for anything installed by the customer or a third party (including any person or organisation that provides support to the customer).

We will not be liable for the repair of any of the items listed above, if the repair is necessary because of damage to, or neglect of the customers home by the customer (including any failure to comply with their tenancy agreement), or members of their household or visitors (please refer to section 5.2).

Our Customers:

The customer will tell us about any repairs that need to be done that are our responsibility as soon as they become aware of them. The customer will allow our staff, agents and contractors access to their home.

The customer will carry out any minor repairs to their home that are not Riverside’s responsibility. This includes, but not limited to:

• Replacing or repairing any fixtures or fittings (such as locks and keys, hinges, glass in doors and windows, baths, toilets, sinks, and basins) which require attention due to misuse by the customer, or members of their household or visitors to their home.
• Decorating the inside of their home and keeping it in a reasonable state of decoration.
• Keeping all baths, sinks and cisterns, sanitary fittings and drains clean and unblocked.
• Renewing chains and plugs for sinks, baths and basins.
• Replacing light bulbs (were maintainable).
• Repairing and, if necessary, replacing gate catches, fireplace tiles and locks.
• Maintaining in a good state of repair any fixtures and fittings that the customer installs in their home (including cookers and electrical appliances).
• Maintaining in a good state of repair all toilet seats.
• Replacing lost keys.
• Cleaning any mould caused by condensation.
• Altering doors for carpets (unless flats within communal blocks).
• Filling small plaster cracks.
• Clothes posts and lines (unless communal).
• TV aerials (unless communal).
• All ‘making good’ and outstanding repairs when vacating a property.

The customer must keep their private garden tidy by cutting any grass regularly, keeping trees and shrubs trimmed and maintaining any flower beds.

Please be aware that repair responsibilities for Supported Housing customers will be covered by our ‘Assisting our Customers’.

Pest Infestations:

Riverside’s Responsibility: If the infestation has been caused due to a problem with the design or fabric of the building, it is Riverside’s responsibility to make safe and complete repairs. A P1 (Emergency Repair) will be raised to make safe and then a P3 (Routine Repair) to complete the repair. Riverside will be responsible for covering costs associated with pest control and property remediation, excluding special damages for customers.

Customer’s Responsibility: If the infestation has not been caused by the design or fabric of the building, it is the customer’s responsibility to resolve the matter and cover all associated costs. The customer may use local councils, low-cost services or private companies to help remove infestations.

Appendix 3: How to Report a Repair and Understanding the Progress of a Repair

Riverside offer a variety of methods in which a customer can report a repair. These include:

• Calling our Customer Service Centre (available 24/7) via telephone on 0345 111 0000 or for legacy OHG customers, please call 0300 123 9966.
• Online via our website, or by using our Live Chat function.
• Online using our customer app – MyRiverside.
• Via email [email protected]
• Contacting their local Riverside representative.

Following a repair request, customers will receive a repair confirmation via email or text message and are able to check the repair status via the MyRiverside app which can be downloaded from our website.

On the day that a repair is due to be completed customers may, subject to regional availability, be able to track where operatives are while travelling to their home for a repair appointment. This feature provides a real-time location and a method of two-way communication between the customer and operative during the journey, should there be a need for contact before arrival.

During the repair appointment, operatives will advise customers on the status of their repair, for example, if the repair is complete or if any follow-on works will be required.

Appendix 4: Code of Conduct and Expectations

Our contractors agree to meet our code of conduct. We expect them to:

• Keep their appointments or, if it is necessary to change them, do so and advise customers of this in good time.
• Carry and show an identification card bearing their name, the name of their employer, and a recent photograph of themselves.
• Work efficiently and tidily.
• Treat the customer and their home with respect.
• Be polite at all times.
• Clear up after themselves.
• If a repair cannot be resolved on first contact, a follow-on appointment will be agreed upon on-site between the Riverside contractor and customer.

Our colleagues and contractors have a right to feel safe while at work and may remove themselves from any situation if they determine it to be necessary.

In return, we ask our customers to:

• Provide Riverside and our contractors access to their home at the agreed appointment time – or change it as soon as possible if the customer is not going to be at home at the agreed time.
• Treat our staff and contractors with respect.
• Check the contractor’s identification card and if there are any concerns about the authenticity of the identity to call our Customer Service Centre immediately on 0345 111 000 or for legacy OHG customers, please call 0300 123 9966.
• Take children with them if they have to leave the property whilst the contractor is in their home.
• Refrain from smoking inside while the contractor is in their home.
• We ask that all non-contained pets (e.g. dogs, cats) are removed from the area of repair.

Period of Review:

Our policy review programme is driven by service improvement initiatives, changes to legislation, regulation, evolving good practice or feedback from customers and other stakeholders. Typically, we review policies on a three-year cycle. This policy will be maintained by the Business Management & Repairs team who will be responsible for all amendments to the document.

Rechargeable Repair Exemptions:

• Damage to the property as a result of domestic violence, harassment or a hate crime.
• Forced entry by the Emergency Services in order to conduct a welfare check.
• A previously booked job which was then cancelled at the customer’s request.
• Damage to the property as a result of a mental health episode which resulted in the customer being sectioned.
• Discrepancy in the amount initially agreed and the amount actually recharged.
• Damage to the property caused by a police raid which turned out to be a case of mistaken identity.
• A repair which was missed at the time of a void inspection and is reported by the new tenant. Void inspection photos must be reviewed to provide evidence that repair was pre-existing.