Annual Report for customers 2021

Here you can read about what we’ve been doing for Care and Support customers.

Care and Support


Our Care and Support team provide over 300 accommodation, support and outreach services across England. We supported over 12,000 people in 2020-21.

Getting Online

We have heard from customers that you would like more support to get online and make the most of digital services. Where Wi-Fi has been installed at 193 Care and Support sites, we have provided Chromebooks so that customers with online skills but no equipment can get onto the internet.

GROW training and employment programme

Our GROW (Giving Real Opportunities for Work) programme continues to provide training and employment to people with lived experience of homelessness, unemployment and/or receiving mental health services.

Lockdown has provided an opportunity to review the GROW offer and a full consultation is planned across Care and Support throughout September 2021. This feedback will be used to form a proposal for an updated GROW offer to be submitted to the Care & Support Executive in October 2021.

Floating Support

Over the past four years, we have seen a significant increase in the number of Floating Support services we deliver to non-Riverside residents, including a number of large contracts in London. We now have a total of circa 3,500 customers in receipt of a floating support service nationally.

We recognise there were previously barriers for floating support customers around activities such as membership of Riverside Customer Voice Executive (RCVE) and the i-community and have worked in collaboration with RCVE to ensure these barriers have been removed and ensure that voices of floating support customers are heard.

In 2021/22 we will introduce a range of floating support specific Key Performance Indicators, designed to give us better oversight of the health and quality of these services.