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 April 2025 and the arrows show how we’re doing compared with the previous quarter. The figures are for the entire group, other than Percentage of repairs fixed first time which is for Riverside only.

60.4%

Overall satisfaction

We’ve seen a dip in customer satisfaction which reflects the trend across several of the areas that matter most to customers. The drops in complaints handling, service charge value for money and repairs performance will have fed into customer satisfaction. Each of these areas will see a greater focus over the coming year.

-4.0

Net easy score (NES)

This indicator had been improving for most of the year with some small dips. With the number of repairs being fixed first time being down, as well as the scores for Listens to Views & Acts and Complaint Handling, customers are understandably finding us less easy to deal with. The focus on the areas that customers have told us are their priorities should improve this over the year ahead.

1 mins 44 secs

Call waiting times

The average wait times for our Customer Service Centre have reduced over the last period. We are actively recruiting more staff to the Customer Service Centre, so hopefully this trend will continue over the next few months to ensure customers can easily make contact with Riverside.

28.6%

Satisfaction with complaints handling

Even though we have seen a reduction in our complaint handling satisfaction, we have seen improvements in some service areas. The drop in satisfaction has been seen across core services, particularly relating to repairs and building safety. We are working on how we better deal with complaints internally to become more efficient at resolving them.

85.8%

Satisfaction with latest
repair

There has been a slight drop in customer satisfaction. However, each month customers tell us about the friendly and professional service provided by our repair team operatives. We know how important this is and we are continuing to build on this good customer service through a refresher training programme for operatives during May and June.

77.4%

Percentage of repairs fixed first time*

We have trialled extended appointment times for plastering repairs in some areas of the North to complete these repairs in one visit. The small trial has had a positive impact so we are extending the trial across a wider area of the North during Spring and will continue to monitor performance. We are also testing out new video technology to help improve our repair diagnosis.

82.3%

Percentage of appointments
kept

It’s disappointing to see a further drop in keeping appointments for customers, we are investigating what is driving this to understand the causes and take action to improve the service. As a precaution we are delivering refresher training to our contractors to ensure all appointments are being recorded correctly.

77.3%

Percentage of repairs completed within target timescales

While performance has dipped, this was expected given the higher number of repair reports received during winter. We know that some complex repairs can take longer to complete such as drainage repairs and roofing or structural works where we need scaffolding. We are setting up a new repair category for complex repairs so we can focus our teams on completing day to day repairs more quickly.

63.6%

Satisfaction homes are well maintained

Whilst there has been a drop in performance, it’s encouraging that customer satisfaction in ‘well maintained homes’ remains at one of its highest levels in the last 12 months. Satisfied customers comment on respectful and friendly contractors undertaking work to a high standard. We continue to focus on how we can improve with a focus on Home Ownership customers.

98.5%

Percentage of lettable homes currently occupied

As anticipated, this measure has improved following the festive period when we expect slightly longer relet periods due to the practical challenges for customers in moving home. We have made good progress in delivering our annual Empty Homes Improvement Plan during the last financial year and are now in the process of developing our 2025/26 Plan to improve the quality of more homes.