You said, we did

Customers set priorities for new scrutiny framework

Better communications

You told us:
Customers want a bigger say in how Riverside communicates.

We did:
We’re setting up a new Customer Communications Group. Customers will help shape important communications, including our website, messaging and annual communications.

Customers in London have already helped influence this work. The London Residents Hub asked us to bring back a quarterly London-wide newsletter, and we’ve agreed to do it.

The difference:
Customers will have a more direct role in shaping how Riverside communicates with them.

Making digital services easier to use

You told us:
Some customers at our new extra care scheme, Harbour Place in Workington, were finding it difficult to use digital services.

We did:
We worked with a contractor to provide Echo Dot smart speakers to customers who needed additional support.

The difference:
Customers can use the devices to interact with digital services and communicate with each other more easily.

Cleaner, safer neighbourhoods

You told us:
Customers in Gilesgate Moor, Durham, were concerned about fly-tipping and anti-social behaviour.

We did:
We worked with our Community Safety Team and the police, alongside local customers, to organise a community action day.

We helped clear the area, collected unwanted and fly-tipped items and spoke to customers about the issues affecting their neighbourhood.

The difference:
A van full of rubbish was removed and the area was left cleaner, while local concerns were fed into wider neighbourhood planning.

Bringing services closer to you

You told us:
Customers on Samuda Estate in London had experienced difficulties reporting issues and accessing our digital services.

We did:
Our Customer Service Centre team held two face-to-face drop-in events on the estate.

Customers could talk directly to our team, explain the problems they were experiencing and get a demonstration of how to report issues online.

The difference:
Customers had the opportunity to get help in person and build confidence using our digital services.

Taking action together in Kirkby

You told us:
Customers in Kirkby, Knowsley, wanted improvements to their neighbourhood.

We did:
We organised a community action day and worked alongside customers to tackle local environmental issues.

During the event, our team also identified a customer who needed additional support. Colleagues worked together to clear heavy concrete rubble from her garden following the partial demolition of an old BBQ structure.

The difference:
The neighbourhood was improved — and one customer received practical help with a problem that had felt overwhelming.

Poets Park fun day

You told us:
Customers enjoyed last year’s community fun day and wanted to see it return.

We did:
Working with local partners across Liverpool, we’re bringing a similar event back to Poets Park, Bootle. There’ll be bouncy castles, children’s activities, a pre-loved school uniform initiative and more.

The difference:
A chance for customers, families and local organisations to come together, have fun and connect with their community.

Young people creating change

You told us:
Young residents wanted more activities for teenagers in their community.

We did:
Through our Environmental Challenge Fund, we arranged a six-week graffiti workshop. Local young people took the lead, designing and creating a vibrant mural themselves.

The difference:
Young people have created something they can be proud of — celebrating their community, positive thoughts and their sense of belonging.

A cleaner, better Birkenhead

You told us:
Customers wanted their neighbourhoods to be cleaner and had ideas about how they could be improved.

We did:
With funding from our Community Fund, we organised a community clean-up in Cannon Hill and Cannon Mount. We provided a skip so customers could safely dispose of unwanted items and took the opportunity to talk to people about their experiences of living in the area.

The difference:
The area was given a clean-up, while customers’ ideas and feedback will help shape the new local neighbourhood plan.

A safer, stronger Dovecot

You told us:
Customers wanted action to improve their neighbourhood, particularly around environmental issues and safety.

We did:
We brought together Riverside teams and local partners for a Community Action Day in Dovecot. As well as a community clean-up, a range of organisations were available to offer advice and support to customers.

The difference:
The event helped improve the local environment, connect customers with support and bring people together to make a difference in their community.

Building digital confidence

You told us:
Some customers weren’t confident using online services to report repairs and other issues.

We did:
Our Customer Service Centre team held a My Riverside masterclass for customers on some of our key estates in London. The sessions gave customers practical help and guidance on using online services from their smartphones.

The difference:
Customers have more confidence using My Riverside, making it easier to report issues online and helping keep our phone lines available for customers who need urgent support.

Making it easier to visit us

You told us:
Customers on the Isle of Dogs were concerned when our Castalia Square office closed, as it was a place where they could drop in and speak to their local housing team.

We did:
Following discussions with the Tenants & Residents Association of St Johns Estate, we’re re-opening the office from Monday to Thursday, 10am to 3pm.

The difference:
Customers will once again have a place to drop in and speak to their local housing team in person.

More useful digital information

You told us:
Customers who took part in our Building Safety communications scrutiny exercise recommended that digital noticeboards should be used for a wider range of information, rather than just building safety updates.

We did:
We’ve transferred responsibility for the noticeboards to our Communications team and updated them with a range of local and national campaigns.

The difference:
Customers can now see more useful and relevant information, while a centralised system helps us keep messages up to date.

A safer, brighter woodland walk

You told us:
The CETRA Residents Group in Wilmslow wanted to improve the woodland walk at Colshaw Farm and make it a more welcoming and safer space for the community.

We did:
We invested more than £8,000 from our Community Fund to tidy the area, replace steps and bridges and install solar lighting. We also held a launch event to encourage local families to use the space.

The difference:
The woodland walk is cleaner, brighter and safer, creating a more enjoyable space for the community to use.

More opportunities for young people

You told us:
Following the tragic death of a young man on one of our Rochdale estates, young people and the wider community told us they wanted more positive activities and opportunities locally.

We did:
With almost £10,000 from our Community Fund, we helped launch a year-long programme of activities including boxing and football, music and podcast sessions and graffiti art classes. The project will also train volunteers in youth and community work.

The difference:
Young people have access to positive activities, new skills and opportunities, while trained local volunteers will help keep the project going into the future.

Customers shaping our services

You told us:
Customers wanted meaningful opportunities to influence how Riverside services are designed and delivered.

We did:
As part of our new Customer Influence and Accountability Framework, we’ve appointed members to four customer panels covering Care & Support, Complaints, Service Charges and Repairs. Members are now receiving training and beginning to plan the issues they want to focus on.

The difference:
Customers now have a stronger voice in key areas of our services, with representatives helping us understand what matters and where improvements are needed.

Bringing the community together

You told us:
Customers wanted to have a say in how their local neighbourhood could be improved and to have more opportunities to connect with their community.

We did:
We brought together Riverside colleagues and local partners, including Merseyside Police, Live Well Sefton and Lancashire Wildlife Trust, for a community event in Sandfield and Clayfield, Bootle.

Customers could complete surveys to help shape their local neighbourhood plan, while the Live Well Sefton bus provided health checks and vaccinations. There were also family activities, refreshments and new signage installed by our contractors.

The difference:
Customers had the chance to share their views, access support and enjoy activities with their community — all in one local event.

Building digital confidence

You told us:
Members of the Friendship Group at our Moss Green office wanted help building their confidence with digital skills.

We did:
We ran a three-day Digital Skills for Beginners programme, starting with a session focused on online safety.

The difference:
Customers had the opportunity to build their digital confidence in a friendly environment, ask questions and learn skills they can use in everyday life.

“It’s been a great session — very engaging and I’m really looking forward to the next one.”
— Rita, customer

Challenging social housing stigma

You told us:
Campaigners from Stop Social Housing Stigma asked us to think about how we talk about social housing and help promote more positive perceptions.

We did:
Campaigners met with Riverside leaders to share their experiences and explain what they want to change. Our Customer Influence and Accountability team is now taking their feedback forward and working on a plan.

The difference:
Their ideas are helping us think differently about the language we use and how we can promote a more positive picture of social housing.

A cleaner Willowbank

You told us:
Customers wanted an easier way to dispose of unwanted household items responsibly.

We did:
We organised a community clean-up day on the Willowbank Road Estate, providing a convenient way for customers to get rid of items they no longer needed.

The difference:
The event was well attended and filled both our trailer and van, helping customers clear unwanted items while making a positive difference to the local environment.

More community events 

You told us:
Customers enjoyed our community events at Flower and Dean in London and told us they wanted more.

We did:
We listened and decided to make the events a regular part of the community calendar. The next event is taking place at the local community centre on Monday 11 May.

The difference:
Customers now have more regular opportunities to meet with Riverside, connect with each other and get involved in their local community.

Getting customers online

You told us:
Customers at Windsor Court in Bootle told us they wanted to build their digital skills and feel more confident getting online.

We did:
Working with Liverpool Combined Authority through the LOGIN LCR scheme, we provided interested customers with a tablet, portable Wi-Fi device and six months of free data, alongside training and guidance to help them develop their digital skills.

The difference:
Customers now have the tools, connectivity and confidence to get online. They also decided to set up a peer support group so they can continue learning together.

Working together to improve Haydn Road

You told us:
Residents on Haydn Road, Dovecot, raised concerns about fly-tipping, dog fouling, environmental issues and feeling unsafe in their neighbourhood.

We did:
Working with Liverpool City Council, we held a Community Action Day shaped around residents’ feedback. Customers had access to skips to remove unwanted items and fly-tipped waste, as well as litter-picking equipment, advice and support from local teams and partners.

The difference:
The event helped tackle local environmental issues, improve the neighbourhood and bring residents and local organisations together.

Putting local priorities first

You told us:
Customers wanted local services to reflect the issues and priorities that matter most in their communities.

We did:
Following the partnership between Riverside and One Housing, we began developing local plans for communities across London. Our first Local Offer has now been created for Spitalfields, Tower Hamlets, focusing on priorities including the environment, anti-social behaviour, traffic and activities at the local community centre.

The difference:
Customers in Spitalfields now have a local plan focused on the issues that matter most to their community, helping shape how we work in the area.

Warmer homes, better informed

You told us:
Customers were keen to know more about our Warm Homes programme and when improvements would be coming to their homes.

We did:
We’ve been taking our Warm Homes information out into communities, including Harraby in Cumbria, to keep customers updated on when work is expected to take place.

We’re currently expecting to improve at least 115 properties this year, with a further 220 properties identified for the following year.

The difference:
Customers have clearer information about our plans and when they can expect energy-efficiency improvements to their homes.

Spring cleaning in Leicester

You told us:
Residents raised concerns about rubbish and the appearance of the Beaumanor estate.

We did:
Our Leicester team joined the Great British Spring Clean, organising a community litter-picking event on the estate. Together, the team cleared a significant amount of long-standing rubbish.

The difference:
The estate was left cleaner and more welcoming, while colleagues had the opportunity to work together and make a visible difference in the community.

More customers having their say

You told us:
Customers wanted more opportunities to influence Riverside and have a say in the services that matter to them.

We did:
We launched recruitment for our new customer groups and panels as part of our Customer Influence & Accountability Framework.

The difference:
More than 500 customers volunteered to get involved. Their enthusiasm shows how much customers want to help shape Riverside, and interviews will now take place to confirm panel members.

Shaping better neighbourhoods

You told us:
Customers wanted to share their views about their homes and neighbourhoods and help shape local priorities.

We did:
Our teams visited customers at Hird Close in Gateshead and in Gilesgate Moor, Durham, to hear their concerns, ideas and experiences. We’re using what we heard to develop new Neighbourhood Plans for the areas.

The difference:
Customers have helped identify the issues that matter most locally, which will feed directly into plans for their neighbourhoods.

A cleaner Halton Brook

You told us:
Customers raised concerns about littering in the Halton Brook area.

We did:
Our teams sourced funding for two new bins to help tackle the problem. We’ll empty them regularly and monitor how they’re being used.

The difference:
Customers now have more convenient places to dispose of rubbish, helping to keep the neighbourhood cleaner and more welcoming.

Bringing support closer to you

You told us:
Customers at Flower and Dean wanted to talk about concerns in their neighbourhood, including anti-social behaviour, and share ideas for improvements.

We did:
We held a local drop-in day at the Flower and Dean Community Centre, bringing together Riverside’s Community Safety team and council officers so customers could raise issues directly with the people who could help.

The difference:
The event was so well received that the local team is now looking at holding regular drop-in sessions every couple of months.

Working together to improve Moss Green

You told us:
Customers in Moss Green were concerned about fly-tipping and nuisance caused by e-bikes and e-scooters.

We did:
We joined forces with Stoke-on-Trent City Council’s Community Safety Team and Staffordshire Police for a Partnership Action Day. Riverside colleagues carried out a litter pick, while police focused on vehicles involved in waste disposal and nuisance e-bikes and e-scooters.

The difference:
Local partners worked together to tackle some of the issues affecting Moss Green, helping make the neighbourhood cleaner and safer for residents.