Complaints give us an opportunity to understand how customers feel about our services and put things right. At Riverside we have 75,000 properties and in 2023/24 we received 10,175 complaints from customers.

We have done extensive work in this area throughout the year to understand the issues our customers are facing and we have implemented a number of improvements. We will continue to focus on the reasons for customer dissatisfaction, seen in summary below, and take action to improve.

• Our communication around complaints needs to improve

complaints are sometimes closed prior to being fully resolved leading customers to feel they have not been listened to or treated with sufficient respect.

• Our timeliness needs to improve

around one in five complaints are not responded to within our target timeframes. This can lead customers to having to chase up responses, increasing the effort required and causing customers to feel disrespected and not listened to.

• There are clear areas of focus

Repairs, as our most frequent service, are naturally the highest area of complaint. Tenancy management, service charges and behaviour of colleagues also lead to a high volume of complaints.