Complaints Policy
October 2026
At Riverside, we welcome feedback and recognise the key role complaints play in helping us improve. This policy explains how we will record and investigate complaints, put things right where we can, and use learning to improve the services we provide. Complaints will be investigated fairly, consistently and in line with the Housing Ombudsman Complaint Handling Code.
We also provide a separate quick guide to making a complaint. This gives customers a shorter summary of how to complain, what happens next, timescales and how to contact the Housing Ombudsman.
Legislation
We will adhere to all relevant legislation and requirements as they apply, including but not limited to:
- Localism Act 2011
- Housing Act 1996 (Schedule 2)
- Equality Act 2010
- Building Safety Act 2022
Who can make a complaint?
This policy applies to all operations in England, including general needs housing, Care & Support and Home Ownership. It does not include Scotland where there is a separate Policy and Procedure.
Any customer in a landlord/tenant relationship and receiving a service from Riverside can make a complaint. Applicants for properties we own or manage (only regarding the management of their application), and ex-occupiers with a legal relationship at the time the issue arose can also make a complaint. This policy applies to all contractors and service providers including managing agents working on our behalf.
Where we provide a service to someone who is not in a landlord and tenant relationship with Riverside, we may consider their concern outside the formal complaints process. We will still give the concern proper care and attention, explain how it will be investigated and signpost to any relevant process where appropriate.
Additionally, our policy extends to all colleagues and all contractors and customer-facing personnel, who must comply with this policy and use the associated business tools.
We will ensure that our complaints service is accessible and inclusive for all customers. Where required, we will provide support and make reasonable adjustments to enable customers to access and engage with our service. Customers may choose to be supported by, or have a complaint managed on their behalf by, a representative, advocate, family member, Member of Parliament, Councillor, or third-party organisation, subject to the customer's consent.
We will consider all requests from customers to make our complaints policy available in a clear and accessible format.
Complaints relating to how Riverside has collected, used, stored, shared, or otherwise processed someone’s personal information will be investigated by the Data Protection team.
We can accept group complaints with a nominated lead contact. These will be investigated as one complaint in line with our complaint procedure.We will consider the complaint raised by the group and explain how we will communicate with the nominated lead contact.
When we may not accept a complaint
Riverside will accept and recognise complaints unless there is a valid reason not to do so, as outlined in the Housing Ombudsman’s Complaint Handling Code 2024. Riverside considers complaints on their merits, and any exclusions must be fair and reasonable.
There are circumstances when it is not appropriate to accept a complaint because there is another process which is better suited to resolving the problem. Therefore, Riverside will not consider the following under this complaints policy:
- Where legal proceedings have started. This is defined as where details of the claim, such as the claim form and particulars of claim, having been filed at court.
- Where issues have already been fully considered through Riverside’s complaints processes.
- Where the issue happened, or the customer became aware of the issue, more than 12 months ago. In this instance, we will consider a complaint on a case-by-case basis and apply appropriate discretion in accepting them outside of this timeframe.
- Personal Injury claims or claims for damaged items valued at over £5,000; these will be assessed and usually passed to Riverside’s insurers.
- Reports of issues that Riverside has not previously been made aware of. These will normally be managed as service requests rather than complaints. For example, a first report of a repair issue.
- Initial contact from a customer to chase up a service request, for example a missed appointment that can be resolved there and then with an apology and the provision of a new appointment. However, if a satisfactory resolution cannot be offered to the customer at the time of the contact or if the customer asks, a complaint must be logged.
- Anti -social behaviour or neighbour nuisance (unless related to our investigation of the report).
Where we decide not to accept a complaint, we will provide an explanation to the customer explaining the reason and their right to take the decision to the Ombudsman.
How can a complaint be made?
Customers can make a complaint by any of the following methods.
- By telephone to our Customer Service Centre on 0345 111 0000
- By visiting our complaints and feedback pages
- By email to info@riverside.org.uk
- In person to any staff member
Customers can use the same routes to make a Stage 1 complaint or ask for a Stage 2 review.
Riverside’s complaints Policy as well as information about the Housing Ombudsman Service and the Complaint Handling Code, can be found on our website
We want our complaints process to be accessible. We will consider each customer’s needs and make reasonable adjustments where these are needed. This may include providing information in another format, using an interpreter, communicating through a representative or advocate, or agreeing a way to stay connected.
Customers can tell us about any support they need at any point. We will also consider whether additional support may be needed based on the information we already hold or the circumstances of the complaint.
Complaints Process
Definition of Complaint
Riverside’s definition of a complaint is in line with the Housing Ombudsman Service’s (HOS) Complaint Handling Code (2024). “An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”
Customers do not need to use the word ‘complaint,’ where dissatisfaction is expressed, residents will be offered the choice to have the matter treated as a complaint. Raising a complaint will not prevent, delay, or impact on actions required to resolve any service request
A service request is a request from a resident for the landlord to take action to put something right.
Riverside has a two stage complaints process, in line with the Housing Ombudsman Code of Practice.
Across both stages of the process, we will address complaints fairly, effectively, and promptly, ensuring our approach to investigating complaints is simple, accessible, and publicised. At all times we will aim to:
- Deal with complaints on their merits, acting independently with an open mind.
- Take measures to address any actual or perceived conflict of interest and consider all relevant information and evidence carefully.
- Support customers to access relevant advocacy services where required.
- Treat customers with respect and empathy, taking ownership of resolving issues and apologising when we have got things wrong, or service standards have not been met.
- Consider the individual circumstances of each complaint and not take a blanket approach to excluding complaints.
- Promote the Housing Ombudsman Service to customers to ensure that they are aware of the support that is available to them.
Complaints will be acknowledged, defined, and logged at Stage 1 of the complaint’s procedure within five working days of the complaint being received.
We will acknowledge, define, and log Stage 2 escalation requests within five working days of receiving them.
When a complaint is logged at Stage 1 or escalated to Stage 2, we set out our understanding of the complaint and the outcomes the customer is seeking. This is referred to as “the complaint definition.” If any aspect of the complaint is unclear, the customer will be asked for clarification.
At both Stage 1 and Stage 2, our acknowledgement will confirm our understanding of the complaint, the outcome the customer is seeking, and which parts of the complaint Riverside is and is not responsible for investigating.
We will respond to Stage1 complaints within ten working days of the complaint being acknowledged.
If a customer wishes to raise additional complaints during the investigation, these will be incorporated into the Stage 1 response if they are related and the stage 1 response has not been issued. If Stage 1 response has been issued and the new issues raised are not related or it would unreasonably delay the response, the new issues must be logged as a new complaint.
If a customer remains dissatisfied with the outcome of the complaint at Stage 1, they may ask for the complaint to be escalated to Stage 2.
The review will be conducted independently by a complaint investigator who was not involved with the Stage 1 response.
We will issue a final response to the Stage 2 complaint within twenty working days of the complaint being acknowledged.
Customers are not required to provide reasons for requesting an escalation to Stage 2.
If an extension to this timescale is needed when considering the complexity of the complaint we will agree with customers, the new expected timescale for response.
Any extension must be no more than ten working days for Stage 1 and twenty working days for Stage 2.
Complaints should not be extended without good reason and clear explanation. Customers will also be provided with the contact details for the Housing Ombudsman Service (HOS).
At both stages we will issue our complaint response when we know the answer to the complaint. We will not delay the response if actions are still outstanding. Where actions remain outstanding, we will explain what will happen next and how we will keep the customer updated.
We will confirm in writing the outcome of all stages of this complaints process, including any findings, proposed actions to put things right, and will provide customers with information about what options they have if they remain unhappy, including contact details for the Housing Ombudsman Service. For building safety complaints, we will include contact details for the (Building Safety Regulator) BSR.
We will not refuse to escalate a complaint through all stages of the complaints procedure unless there are valid reasons to do so. If we decline to escalate a complaint, we will provide the customer with clear reasoning for this refusal and will provide details of the Housing Ombudsman Service and advise of the customers right to approach the Ombudsman about our decision.
Reasons for declining a complaint will be in line with the exclusions set out in this Policy.
Referral to the Housing Ombudsman Service
If a customer remains unhappy after both stages of our internal process, they can contact the Housing Ombudsman Service for further assistance. The Housing Ombudsman Service is accessible to customers at any point for advice and usually investigates formally after our internal process is exhausted.
Customers can contact the Housing Ombudsman Service by calling them on 0300 111 3000, via email to info@housing-ombudsman.org.uk, using their online form on the website or by writing to them at PO BOX 1484 Unit D Preston PR2 0ET.
Complaints about Care and Support Services
In addition to the above principles, complaints about our care services should be referred to the Local Government & Social Care Ombudsman (LGO) or by calling 0300 061 0614.
Where a service is registered with the Care Quality Commission (CQC), complaints can also be referred to the CQC. Customers can contact the Care Quality Commission or by calling 0300 061 6161. Where Ofsted regulates a service, customers can also raise concerns directly with them. You can contact Ofsted or 0300 123 123. It is important to note that although CQC and Ofsted may not investigate individual concerns, they will use information provided to inform inspections of services.
Where we are providing services on behalf of a local authority, customers can also complain direct to the authority. This will apply to customers in temporary or supported housing in receipt of services such as floating support. Find your Local Authority.
Building Safety
Any complaints regarding the safety of a building can be directed to the Building Safety Regulator.
The Building Safety Act Complaint Policy Statement can be found in Appendix 1
The Energy Ombudsman
The Energy Ombudsman is a free and impartial service to help resolve disputes with Energy Suppliers, Heat Networks, Network Operators, Flexibility Service Providers, and Green Deal.
Consistency in Redress and Financial Remedies
We aim to be consistent in our approach to redress and financial redress payments, ensuring customers are not left out of pocket by our actions. We calculate redress by assessing each case based on its impact on the customer. We consider statutory payments, quantifiable losses, the time, and trouble a customer has been put to, and any distress and inconvenience caused.
Our goal is to resolve complaints quickly and fairly at any stage of our complaints process, focusing on the cause of dissatisfaction to prevent recurrence. Financial remedies are not the only way to resolve a complaint; we also consider:
- Providing an explanation, assistance, or reasons
- Acknowledging where things have gone wrong
- Apologising
- Acting if there has been a delay
- Reconsidering or changing a decision
- Amending a record
- Providing a financial remedy
- Changing policies, procedures, or practices.
Awaab’s Law
Any complaints associated with repairs relating to damp and mould will be dealt with in line with the Damp and Mould policy. This policy is regularly reviewed and updated in accordance with guidance from the regulator.
Customer Behaviour in the Complaints Process
We understand that complaints often arise when customers feel frustrated, worried, or let down. We will not treat behaviour as unacceptable just because someone is upset, persistent or determined.
We will always try to work with customers constructively. However, we also have a responsibility to protect colleagues and other customers from behaviour that is abusive, threatening, or unreasonable. Where this happens, we may take steps to manage contact in line with our relevant procedures, while continuing to make sure the complaint is investigated fairly.
Related Riverside Policies
Customers and other stakeholders can access our policies through the Riverside website:
Customer Care policy
Compensation Policy
Damp and Mould policy
Equality, diversity, and inclusion policy
Responsive Repairs policy
Tenancy policy
We manage personal information fairly and lawfully in line with our Privacy Notice.
Other Resources
About us | Our mission | Housing Ombudsman Service
Building Safety Regulator - GOV.UK
Regulator of Social Housing - GOV.UK
Customer leaflet. – Quick guide
This Policy has been written in collaboration with our customers through our approved customer panel.
A review of this policy will be undertaken every three years, or as required when new legislation or regulatory requirements are published.
In line with the Housing Ombudsman Complaint Handling Code, we will produce an annual complaints performance and service improvement report for scrutiny and challenge. This is reported to Riverside’s governing body and published on our website. The governing body’s response to the report will be published alongside this. We will conduct a self-assessment annually and submit to Housing Ombudsman Service and publish on our website.
The Member Responsible for Complaints is the Chair of the Customer Experience Committee.
Accountability and transparency are integral to a positive complaints culture, complaint performance, customer feedback, Housing Ombudsman outcomes and service improvements are monitored regularly to assess the effectiveness of this policy and ensure compliance with the Housing Ombudsman Complaint Handling Code. This includes reviewing complaint volumes, themes, trends, response times, customer outcomes, and learning identified through complaints.
Operational leaders are responsible for ensuring complaints are investigated in accordance with this policy and that appropriate action is taken where service failures are identified, and learning is embedded within their services.
Chief Officers and relevant governance committees are responsible for overseeing complaint performance, reviewing emerging themes and risks, and ensuring that learning from complaints contributes to continuous service improvement. Customers will be involved in reviewing complaint performance and influencing service improvements through Riverside's customer governance arrangements wherever possible.
Poor complaint handling may adversely affect customers, regulatory compliance, organisational reputation and Riverside's ability to learn from service failures. Riverside mitigates these risks through compliance with the Housing Ombudsman Complaint Handling Code, regular performance monitoring, governance oversight, annual self-assessment and the implementation of learning and service improvements arising from complaints. This policy supports Riverside's wider risk management and assurance framework.
If a customer wishes to complain about the service they have received under this policy, this should be investigated through our Complaints Procedure, which is governed by the Housing Ombudsman's Complaint Handling Code of Practice.
We are committed to Equality, Diversity & Inclusion. We strive to be fair in our dealings with all people, communities, and organisations, considering the diverse nature of their culture and background and actively promoting inclusion. This policy aligns with our Equality, Diversity and Inclusion Policy and has been subject to an Equality Impact Assessment.
We encourage customers to tell us about any support needs, vulnerabilities, disabilities, or circumstances that may affect how they access our services or complaints process. We will consider reasonable adjustments and use information already available to us where appropriate to help make the process accessible.
1. Purpose
At Riverside, we welcome feedback and recognise the key role complaints play in helping us improve. This policy explains how we will record and investigate complaints, put things right where we can, and use learning to improve the services we provide. Complaints will be investigated fairly, consistently and in line with the Housing Ombudsman Complaint Handling Code.
We also provide a separate quick guide to making a complaint. This gives customers a shorter summary of how to complain, what happens next, timescales and how to contact the Housing Ombudsman.
Legislation
We will adhere to all relevant legislation and requirements as they apply, including but not limited to:
- Localism Act 2011
- Housing Act 1996 (Schedule 2)
- Equality Act 2010
- Building Safety Act 2022
2. Scope
Who can make a complaint?
This policy applies to all operations in England, including general needs housing, Care & Support and Home Ownership. It does not include Scotland where there is a separate Policy and Procedure.
Any customer in a landlord/tenant relationship and receiving a service from Riverside can make a complaint. Applicants for properties we own or manage (only regarding the management of their application), and ex-occupiers with a legal relationship at the time the issue arose can also make a complaint. This policy applies to all contractors and service providers including managing agents working on our behalf.
Where we provide a service to someone who is not in a landlord and tenant relationship with Riverside, we may consider their concern outside the formal complaints process. We will still give the concern proper care and attention, explain how it will be investigated and signpost to any relevant process where appropriate.
Additionally, our policy extends to all colleagues and all contractors and customer-facing personnel, who must comply with this policy and use the associated business tools.
We will ensure that our complaints service is accessible and inclusive for all customers. Where required, we will provide support and make reasonable adjustments to enable customers to access and engage with our service. Customers may choose to be supported by, or have a complaint managed on their behalf by, a representative, advocate, family member, Member of Parliament, Councillor, or third-party organisation, subject to the customer's consent.
We will consider all requests from customers to make our complaints policy available in a clear and accessible format.
Complaints relating to how Riverside has collected, used, stored, shared, or otherwise processed someone’s personal information will be investigated by the Data Protection team.
We can accept group complaints with a nominated lead contact. These will be investigated as one complaint in line with our complaint procedure.We will consider the complaint raised by the group and explain how we will communicate with the nominated lead contact.
When we may not accept a complaint
Riverside will accept and recognise complaints unless there is a valid reason not to do so, as outlined in the Housing Ombudsman’s Complaint Handling Code 2024. Riverside considers complaints on their merits, and any exclusions must be fair and reasonable.
There are circumstances when it is not appropriate to accept a complaint because there is another process which is better suited to resolving the problem. Therefore, Riverside will not consider the following under this complaints policy:
- Where legal proceedings have started. This is defined as where details of the claim, such as the claim form and particulars of claim, having been filed at court.
- Where issues have already been fully considered through Riverside’s complaints processes.
- Where the issue happened, or the customer became aware of the issue, more than 12 months ago. In this instance, we will consider a complaint on a case-by-case basis and apply appropriate discretion in accepting them outside of this timeframe.
- Personal Injury claims or claims for damaged items valued at over £5,000; these will be assessed and usually passed to Riverside’s insurers.
- Reports of issues that Riverside has not previously been made aware of. These will normally be managed as service requests rather than complaints. For example, a first report of a repair issue.
- Initial contact from a customer to chase up a service request, for example a missed appointment that can be resolved there and then with an apology and the provision of a new appointment. However, if a satisfactory resolution cannot be offered to the customer at the time of the contact or if the customer asks, a complaint must be logged.
- Anti -social behaviour or neighbour nuisance (unless related to our investigation of the report).
Where we decide not to accept a complaint, we will provide an explanation to the customer explaining the reason and their right to take the decision to the Ombudsman.
How can a complaint be made?
Customers can make a complaint by any of the following methods.
- By telephone to our Customer Service Centre on 0345 111 0000
- By visiting our complaints and feedback pages
- By email to info@riverside.org.uk
- In person to any staff member
Customers can use the same routes to make a Stage 1 complaint or ask for a Stage 2 review.
Riverside’s complaints Policy as well as information about the Housing Ombudsman Service and the Complaint Handling Code, can be found on our website
We want our complaints process to be accessible. We will consider each customer’s needs and make reasonable adjustments where these are needed. This may include providing information in another format, using an interpreter, communicating through a representative or advocate, or agreeing a way to stay connected.
Customers can tell us about any support they need at any point. We will also consider whether additional support may be needed based on the information we already hold or the circumstances of the complaint.
3. Principles
Complaints Process
Definition of Complaint
Riverside’s definition of a complaint is in line with the Housing Ombudsman Service’s (HOS) Complaint Handling Code (2024). “An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”
Customers do not need to use the word ‘complaint,’ where dissatisfaction is expressed, residents will be offered the choice to have the matter treated as a complaint. Raising a complaint will not prevent, delay, or impact on actions required to resolve any service request
A service request is a request from a resident for the landlord to take action to put something right.
Riverside has a two stage complaints process, in line with the Housing Ombudsman Code of Practice.
Across both stages of the process, we will address complaints fairly, effectively, and promptly, ensuring our approach to investigating complaints is simple, accessible, and publicised. At all times we will aim to:
- Deal with complaints on their merits, acting independently with an open mind.
- Take measures to address any actual or perceived conflict of interest and consider all relevant information and evidence carefully.
- Support customers to access relevant advocacy services where required.
- Treat customers with respect and empathy, taking ownership of resolving issues and apologising when we have got things wrong, or service standards have not been met.
- Consider the individual circumstances of each complaint and not take a blanket approach to excluding complaints.
- Promote the Housing Ombudsman Service to customers to ensure that they are aware of the support that is available to them.
Complaints will be acknowledged, defined, and logged at Stage 1 of the complaint’s procedure within five working days of the complaint being received.
We will acknowledge, define, and log Stage 2 escalation requests within five working days of receiving them.
When a complaint is logged at Stage 1 or escalated to Stage 2, we set out our understanding of the complaint and the outcomes the customer is seeking. This is referred to as “the complaint definition.” If any aspect of the complaint is unclear, the customer will be asked for clarification.
At both Stage 1 and Stage 2, our acknowledgement will confirm our understanding of the complaint, the outcome the customer is seeking, and which parts of the complaint Riverside is and is not responsible for investigating.
We will respond to Stage1 complaints within ten working days of the complaint being acknowledged.
If a customer wishes to raise additional complaints during the investigation, these will be incorporated into the Stage 1 response if they are related and the stage 1 response has not been issued. If Stage 1 response has been issued and the new issues raised are not related or it would unreasonably delay the response, the new issues must be logged as a new complaint.
If a customer remains dissatisfied with the outcome of the complaint at Stage 1, they may ask for the complaint to be escalated to Stage 2.
The review will be conducted independently by a complaint investigator who was not involved with the Stage 1 response.
We will issue a final response to the Stage 2 complaint within twenty working days of the complaint being acknowledged.
Customers are not required to provide reasons for requesting an escalation to Stage 2.
If an extension to this timescale is needed when considering the complexity of the complaint we will agree with customers, the new expected timescale for response.
Any extension must be no more than ten working days for Stage 1 and twenty working days for Stage 2.
Complaints should not be extended without good reason and clear explanation. Customers will also be provided with the contact details for the Housing Ombudsman Service (HOS).
At both stages we will issue our complaint response when we know the answer to the complaint. We will not delay the response if actions are still outstanding. Where actions remain outstanding, we will explain what will happen next and how we will keep the customer updated.
We will confirm in writing the outcome of all stages of this complaints process, including any findings, proposed actions to put things right, and will provide customers with information about what options they have if they remain unhappy, including contact details for the Housing Ombudsman Service. For building safety complaints, we will include contact details for the (Building Safety Regulator) BSR.
We will not refuse to escalate a complaint through all stages of the complaints procedure unless there are valid reasons to do so. If we decline to escalate a complaint, we will provide the customer with clear reasoning for this refusal and will provide details of the Housing Ombudsman Service and advise of the customers right to approach the Ombudsman about our decision.
Reasons for declining a complaint will be in line with the exclusions set out in this Policy.
Referral to the Housing Ombudsman Service
If a customer remains unhappy after both stages of our internal process, they can contact the Housing Ombudsman Service for further assistance. The Housing Ombudsman Service is accessible to customers at any point for advice and usually investigates formally after our internal process is exhausted.
Customers can contact the Housing Ombudsman Service by calling them on 0300 111 3000, via email to info@housing-ombudsman.org.uk, using their online form on the website or by writing to them at PO BOX 1484 Unit D Preston PR2 0ET.
Complaints about Care and Support Services
In addition to the above principles, complaints about our care services should be referred to the Local Government & Social Care Ombudsman (LGO) or by calling 0300 061 0614.
Where a service is registered with the Care Quality Commission (CQC), complaints can also be referred to the CQC. Customers can contact the Care Quality Commission or by calling 0300 061 6161. Where Ofsted regulates a service, customers can also raise concerns directly with them. You can contact Ofsted or 0300 123 123. It is important to note that although CQC and Ofsted may not investigate individual concerns, they will use information provided to inform inspections of services.
Where we are providing services on behalf of a local authority, customers can also complain direct to the authority. This will apply to customers in temporary or supported housing in receipt of services such as floating support. Find your Local Authority.
Building Safety
Any complaints regarding the safety of a building can be directed to the Building Safety Regulator.
The Building Safety Act Complaint Policy Statement can be found in Appendix 1
The Energy Ombudsman
The Energy Ombudsman is a free and impartial service to help resolve disputes with Energy Suppliers, Heat Networks, Network Operators, Flexibility Service Providers, and Green Deal.
Consistency in Redress and Financial Remedies
We aim to be consistent in our approach to redress and financial redress payments, ensuring customers are not left out of pocket by our actions. We calculate redress by assessing each case based on its impact on the customer. We consider statutory payments, quantifiable losses, the time, and trouble a customer has been put to, and any distress and inconvenience caused.
Our goal is to resolve complaints quickly and fairly at any stage of our complaints process, focusing on the cause of dissatisfaction to prevent recurrence. Financial remedies are not the only way to resolve a complaint; we also consider:
- Providing an explanation, assistance, or reasons
- Acknowledging where things have gone wrong
- Apologising
- Acting if there has been a delay
- Reconsidering or changing a decision
- Amending a record
- Providing a financial remedy
- Changing policies, procedures, or practices.
Awaab’s Law
Any complaints associated with repairs relating to damp and mould will be dealt with in line with the Damp and Mould policy. This policy is regularly reviewed and updated in accordance with guidance from the regulator.
Customer Behaviour in the Complaints Process
We understand that complaints often arise when customers feel frustrated, worried, or let down. We will not treat behaviour as unacceptable just because someone is upset, persistent or determined.
We will always try to work with customers constructively. However, we also have a responsibility to protect colleagues and other customers from behaviour that is abusive, threatening, or unreasonable. Where this happens, we may take steps to manage contact in line with our relevant procedures, while continuing to make sure the complaint is investigated fairly.
4. Further Information & Support
Related Riverside Policies
Customers and other stakeholders can access our policies through the Riverside website:
Customer Care policy
Compensation Policy
Damp and Mould policy
Equality, diversity, and inclusion policy
Responsive Repairs policy
Tenancy policy
We manage personal information fairly and lawfully in line with our Privacy Notice.
Other Resources
About us | Our mission | Housing Ombudsman Service
Building Safety Regulator - GOV.UK
Regulator of Social Housing - GOV.UK
Customer leaflet. – Quick guide
5. Monitoring & Risk
This Policy has been written in collaboration with our customers through our approved customer panel.
A review of this policy will be undertaken every three years, or as required when new legislation or regulatory requirements are published.
In line with the Housing Ombudsman Complaint Handling Code, we will produce an annual complaints performance and service improvement report for scrutiny and challenge. This is reported to Riverside’s governing body and published on our website. The governing body’s response to the report will be published alongside this. We will conduct a self-assessment annually and submit to Housing Ombudsman Service and publish on our website.
The Member Responsible for Complaints is the Chair of the Customer Experience Committee.
Accountability and transparency are integral to a positive complaints culture, complaint performance, customer feedback, Housing Ombudsman outcomes and service improvements are monitored regularly to assess the effectiveness of this policy and ensure compliance with the Housing Ombudsman Complaint Handling Code. This includes reviewing complaint volumes, themes, trends, response times, customer outcomes, and learning identified through complaints.
Operational leaders are responsible for ensuring complaints are investigated in accordance with this policy and that appropriate action is taken where service failures are identified, and learning is embedded within their services.
Chief Officers and relevant governance committees are responsible for overseeing complaint performance, reviewing emerging themes and risks, and ensuring that learning from complaints contributes to continuous service improvement. Customers will be involved in reviewing complaint performance and influencing service improvements through Riverside's customer governance arrangements wherever possible.
Poor complaint handling may adversely affect customers, regulatory compliance, organisational reputation and Riverside's ability to learn from service failures. Riverside mitigates these risks through compliance with the Housing Ombudsman Complaint Handling Code, regular performance monitoring, governance oversight, annual self-assessment and the implementation of learning and service improvements arising from complaints. This policy supports Riverside's wider risk management and assurance framework.
6. Appeal & Complaints
If a customer wishes to complain about the service they have received under this policy, this should be investigated through our Complaints Procedure, which is governed by the Housing Ombudsman's Complaint Handling Code of Practice.
7. Equality, Diversity, and Inclusion
We are committed to Equality, Diversity & Inclusion. We strive to be fair in our dealings with all people, communities, and organisations, considering the diverse nature of their culture and background and actively promoting inclusion. This policy aligns with our Equality, Diversity and Inclusion Policy and has been subject to an Equality Impact Assessment.
We encourage customers to tell us about any support needs, vulnerabilities, disabilities, or circumstances that may affect how they access our services or complaints process. We will consider reasonable adjustments and use information already available to us where appropriate to help make the process accessible.