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Complaints process

Find out what happens after you make a complaint and what to expect.

Putting things right

At Riverside, our customers are at the heart of what we do and we are committed to delivering a high-quality service. It’s important to tell us when things go right or when they go wrong so we can continue to improve our service.

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Your questions answered

Things go wrong from time to time and by telling us what’s gone wrong, we can help put things right for you. Here are some of the most common questions our customers have asked, that might help you.

How does the complaints process work?

We take every complaint seriously and aim to resolve it fairly and as quickly as possible. We'll:

  • Listen to your concerns.
  • Investigate what happened.
  • Keep you informed.
  • Respond in line with our Complaints Policy.

You can read our Complaints Policy for more information.

Will I receive compensation?

We want to provide a high-quality service and put things right when we don't meet your expectations.

If we've made a mistake, we'll look at what happened and decide whether you're entitled to compensation or another form of redress.

When making this decision, we'll consider:

  • Whether we've caused you to lose money.
  • Any time, trouble or inconvenience you've experienced.
  • Any distress caused by our actions.
  • Any payments you're entitled to by law.

We assess each complaint fairly and follow the Housing Ombudsman's guidance when deciding on compensation or other remedies.

Can someone act on my behalf?

Yes. You can ask someone you trust to make or manage a complaint on your behalf. We'll just need your permission before we can discuss your complaint with them.

What if I’m unhappy with the outcome?

If you're not happy with our final response, you can take your complaint to the Housing Ombudsman Service.

The Housing Ombudsman can also offer advice and support at any stage of your complaint to help resolve issues as early as possible.

Can I complain about a member of staff or contractor?

Yes. We'll investigate complaints about the behaviour or conduct of our staff or contractors.

We'll make sure:

  • Your complaint is handled by the right person.
  • The person you're complaining about is not involved in the investigation.
  • If your complaint relates to a protected characteristic, we'll appoint a suitable investigating manager wherever possible.

We'll let you know the outcome of our investigation. However, we can't share details of any disciplinary action taken against a member of staff or contractor.

What's the best way to make a complaint?

The quickest and easiest way is to use our online complaints form. This helps us get all the information we need so we can start investigating your complaint as soon as possible.

If you prefer, you can also make a complaint:

  • By phone
  • By live chat
  • By email
  • By post

Whichever way you contact us, we'll handle your complaint fairly and keep you updated throughout the process.

Learn about the Housing Ombudsman

The Housing Ombudsman sets the standards for how we handle complaints. Read the Complaint Handling Code and see how we're meeting those standards.

Read the Complaint Handling Code View our Self-Assessment

Before you make a complaint

Many issues can be resolved more quickly without making a formal complaint.
If you're reporting a problem for the first time, use the relevant service below and we'll do our best to help.

Pages in this section

Report a repair

The quickest and easiest way to report a repair is via our My Riverside app. Is it an emergency? Call us immediately on 0345 111 0000.
Report a repair: Learn more

Communal repairs

The Communal Repair webpage allows residents to quickly report maintenance issues in shared areas, upload details or photos, and track the progress of their repair request online.
Communal repairs: Learn more

Damp and mould

If you have problems with condensation, damp or mould in your home, you should report it to us immediately. The quickest and easiest way to do that is via our My Riversid
Damp and mould: Learn more

Annual Complaints Report

See how we've handled complaints over the last year, what we've learned and the improvements we're making to our services. 

Download the report (PDF)