Information for customers

Find out about the latest updates and changes to our services.

Lockdown latest – a summary

Back to top

Updated 4 May 2021

  • Customers can now report repairs to us as normal, but things may take longer than usual as our additional safety measures continue.

  • If you are shielding, you can choose whether to have non-essential work (e.g. a non-emergency repair, or some planned improvement work you’re due for) completed in your home. If you don’t wish to have this type of work done, we’ll continue to carry out emergency and essential safety work only.

  • We continue to operate in line with government advice and guidelines, taking all necessary safety precautions to protect you and our colleagues while working in your home.

Staying safe

Back to top

How are we keeping you safe?
In line with social distancing and safety guidelines, we’ll only meet customers in person if it’s absolutely necessary, such as to carry out a repair, undertaking support work, or to show a potential customer a new property. Otherwise we will provide the service to you over the phone or via email. For an example of how we’re keeping people safe face-to-face, watch our repairs video below.


I am ill / self-isolating / shielding. What should I do?
If you (or your household) have Coronavirus symptoms, or been told to self-isolate by NHS Test and Trace, please let us know by calling 0345 111 0000. This is to help prevent the virus from spreading and to protect you, our staff and other customers, as we will not visit you unless it is an emergency. In an emergency, we’ll ask for your co-operation in taking all possible precautions. Please follow the latest Government advice.

If you are shielding and you still want to have non-emergency work completed in your home, let us know when you report a repair, or when we contact you about planned improvement work. We’ll complete the work with all the necessary safety measures in place to reduce risk to you and our colleagues.

Can I still visit a relative in a care home?
No. Sadly, one of the measures Government has outlined as part of the additional lockdown measures is the suspension of visits to care homes and some other residential facilities. We will contact all customers affected by this directly.

I’m experiencing domestic abuse or anti-social behaviour. What support is available?
We are continuing to support customers experiencing this type of issue. For advice and support on domestic abuse, please visit our dedicated webpage. You can report anti-social behaviour online here.

I live in Liverpool. How do I book a test?
Liverpool City Council are encouraging residents to get tested and have setup testing centres around the city. You can find your nearest test centre here.

Repairs and maintenance

Back to top

Can I still report non-emergency repairs?
Yes, you can still report repairs to us as normal. However, repairs and appointments may take longer than usual due to additional safety precautions as well as the impact of the Coronavirus on the supply of materials and on our staffing, so please bear with us.

For information on how we’re keeping you safe whilst carrying out repairs, please watch this video.

I’m due for an annual gas safety check. Is it still happening?
Yes. Unless you or someone in your home is self-isolating, we’ll still visit your home for your gas safety check. To see how we’re carrying out these checks safely, please watch this video.

We may need to reschedule your appointment if we need to prioritise emergency work, but if we do, please be assured that all Riverside gas appliances in your home have been well-maintained and serviced regularly, so should continue to work normally.

Gas safety checks are essential for your safety and the safety of your home, so even if you or someone in your home is shielding, we still need to carry out the check.

If you’re worried that a gas appliance in your home isn’t working as it should, call us immediately on 0345 111 0000.

I’m due to have a new kitchen/bathroom/roof/windows/heating system. Will this still go ahead?
We are still carrying out some improvement programmes and services, including incomplete external work external decoration, kitchen and bathroom upgrades, boiler replacements, windows and doors, and some surveys. We’ll contact you directly if there is work outstanding.

I’m due to have a new aid/adaptation in my home. What will happen now?
We’re still carrying out urgent adaptations that support you or a member of your household to be discharged from hospital, wherever we can. We’re also continuing to log any referrals we receive during this time, and we’ll contact you about next steps.

I live in a flat. Are communal area safety inspections still happening?
Yes, but some of them may happen less frequently than usual. This is to help us make the most of our resources, so we can support those customers that need our help most, whilst continuing to keep you safe. You can still report any problems you see in communal areas to us in the usual ways.

Our teams are following the latest Government advice on social distancing whilst carrying out these checks so please make sure you stay in your home and keep a distance from our teams.

Money and rent

Back to top

I’m struggling to pay my rent due to Coronavirus, what should I do?
Many customers have experienced this situation and we’ve been able to help them through our ‘Let’s Talk Rent’ campaign. Don’t wait and allow arrears to start building up – get in touch straight away. Fill in our form now or call us on 0345 111 0000 and choose option 3.

Is there any financial help from Government?
If you’ve been told to self-isolate by NHS Test and Trace and cannot work as a result, you may be able to claim a Test and Trace Support payment of £500. Contact your local council to find out how you can apply.

See the Government website for more information about Test and Trace Support payment.

Can I pay without leaving my home?
Yes, we have other more convenient and safer ways for you to pay your rent or charges. You can pay online by signing up for My Riverside now. Alternatively you can call us on 0345 111 0000 to setup a direct debit, recurring card payment and or make one-off payments.

Can I get help with my benefits?
If you need help with your benefits, please visit our dedicated advice page. We also have information on key benefit changes which came into force from April 2020.

How is Coronavirus affecting Riverside?
As an organisation, we’re having to make big changes so we can deliver essential services safely, keep customers and staff safe whilst facing staff shortages. This means we’ve had to reduce or delay services such as repairs but also provide additional support for customers who need it most – those who are elderly, homeless or ill. As things change, we’ll keep updating our customers with new information about our services.

Contacting us

Back to top

Can I still contact Riverside 24 hours a day, 7 days a week?
Yes, but there may be a longer wait than usual due to a higher number of calls at this time and potential sickness and self-isolation amongst our staff.

So, please be patient and we will do our best to assist as soon as possible. You could help us manage this by signing up to My Riverside, which enables you to view your rent account, pay your rent and book your repairs online. Alternatively, you can get in touch by using our contact us page to find the information you need.

I’m a member of Riverside Customer Voice and iCommunity. Are they affected?
Riverside Customer Voice and Riverside Customer Voice Executive (RCVE) are keeping in touch with customers and Riverside through online methods. They are continuing to chair meetings, engage in consultations, convene complaint panels, host Facebook live Q&A sessions and finalise the Scrutiny Working Project started before Coronavirus.

Find the latest meeting highlights and other information on our Get Involved page, and make your voice heard on Riverside services by joining our digital Voice iCommunity.

Follow us on RCVE Facebook page and @VoiceRiverside for real time information and updates.

I’ve been in touch with Riverside to make a complaint about the service, will this still be looked into?
We are still continuing to investigate complaints in line with our procedure wherever possible and we will agree any actions and timescales based on your complaint query when we speak to you. We may need to put on hold some cases where we would need to carry out work but due to the current service provided we are unable to complete the work, we’ll discuss this with you when we contact you.

Information for customers

Back to top

Is this information available in another format?
Yes, you can call 0345 112 4466 to hear a recorded telephone message which will give you information on this page.