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 January 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.

62.3%

Overall satisfaction

We’ve seen a significant increase in customer satisfaction over the last quarter as well as improving performance on almost all of our other performance measures. The overall increase is likely a result of a combination of factors including improved repairs performance, improving recognition that we are listening to customers and improving how we deal with complaints.

-1.5

Net easy score (NES)

As with customer satisfaction, we’ve seen a major improvement in our Net Easy Score – which rates us on how easy we are to deal with – over the last quarter. The causes of the improvement are likely similar – improved repairs performance, improving recognition that we are listening to customers and improving how we deal with complaints.

3 mins 9 secs

Call waiting times

The combined average wait times for the CSC’s has increased slightly since the last report due to the volume of calls, with longer waits in the London region. Numerous improvement actions have been implemented during the last few months to reduce wait times which have included giving further training to existing colleagues and recruiting new colleagues. We have also changed some of our processes so more issues can be resolved by colleagues in the CSC, rather than passing them to other teams.

32.2%

Satisfaction with complaints handling

We continue to see improvements in our satisfaction results around complaints. We have continued to invest in our complaints teams, increasing the numbers of colleagues we have to improve quality and speed of resolution for our customers. We continue to hold multiple complaints forums across the group to establish the challenges for our customers so we can stop issues occurring in the first instance.

85.9%

Satisfaction with latest
repair

There has been a consistent improvement in customer satisfaction each month across all repairs, with customer feedback focusing on the positive behaviour and punctuality of staff.

77.9%

Percentage of repairs fixed first time*

There has been a positive improvement this month. System improvements, van stock monitoring and trialling longer appointments for some trade areas have impacted positively on performance. All areas, however, are below the target satisfaction level and we are working to understand the issues to make the necessary improvements.

86.7%

Percentage of appointments
kept

There has been a slight decline in the South and Central area which is under review. However, our appointment targets are being met within the Liverpool City Region and North areas despite increased demand for the service.

79.1%

Percentage of repairs completed within target timescales

We have been working on reducing ‘out of target’ repairs, operational backlog over the last quarter coupled with improved trade availability in some areas is starting to have a positive impact on repair completion performance.

65.3%

Satisfaction homes are well maintained

All our housing areas have seen improved performance, with all areas above target. Our stock condition exercise is now starting to furnish some early results and we will be feeding these into our Investment strategy.

97.9%

Percentage of lettable homes currently occupied

We have seen slightly longer relet times due to the festive period, during which time it’s impractical for many customers to move as they can experience challenges with arranging removals. We expect this measure to return to the usual level of good performance during the first two months of 2025.