Questions about the disruption to services

We’ve put together some answers to questions you may have about the IT attack on our systems.


Has any of my personal data been lost or shared because of the IT attack? 

We want to reassure you that we dealt with the attack straight away and our expert advisers have confirmed there is no evidence of any data loss as a result of the incident. 

Do I need to change any of my passwords? 

There is no immediate need for you to do this as a result of this incident, but it’s good practice to change passwords on a regular basis. It is important you do not share passwords with other people. Riverside will never ask you for your password. There is information online about to how to set a strong password. 

How long will it take to return services to normal? 

We have taken a cautious and careful approach to ensure we recover our IT systems safely and securely. This is the best way of ensuring that the malware that infected our systems can be completely wiped out. We will reopen My Riverside, our online customer services portal and our Customer Service Centre on Monday 20 December.

If I’ve not heard from you, do I need to resubmit my enquiry? 

No, you do not need to resubmit any enquiries. 

We have a list of all enquiries received and as soon as we can bring our systems back online our teams will be in touch with you to deal with your enquiry. While services are disrupted, we are prioritising emergency repairs and actively contacting customers who need care and support. We acknowledge it may take a little longer to get in touch with you about other services such as letting our homes, accessing My Riverside etc., and we apologise for this. 

What do you mean by emergency contact? 

An emergency repair could be loss of power, heating or hot water. It could be a flood or burst pipe or a safety issue with an electrical, gas or door entry system. An emergency could also be someone who is imminently homeless or there is a serious risk to their personal safety. 

Visit our repairs page for a list of what an emergency repair may include or to report anti-social behaviour. 

When can I log back into My Riverside account? 

You will have access to My Riverside from Monday 20 December.

Can I still pay my rent using My Riverside? 

You make a payment using My Riverside from Monday 20 December.  There are a range of other ways you can pay your rent – more information is provided below.  

Please be assured that all payments made during the disruption will be posted to your account. We will do this as soon as possible once our systems are restored. Please note it may take our teams a little time to catch up on this work, but we will be working as quickly as possible to update accounts.  

If you have held back on making a payment during the disruption, we urge you to make a payment as soon as possible and catch up on any missed payments.   

How can I pay my rent? 

From Monday 20 December you can make a payment using My Riverside. 

If you have an easy pay card you can pay your rent at any Post Office or PayPoint. You can also pay online at allpay or you can download the allpay app to your mobile. You will need your easy pay card number, so that any payments are allocated to your rent account.   

You can also pay by our automated payment telephone line on 03300 416 122.  

If you already have a direct debit or reoccurring card payment set up, these will continue to be taken as normal. 

How can I report a repair? 

For emergency repairs only please call 0345 111 000. If your repair is not urgent, we ask that report this as soon as our systems are back online. 

When will my repair be completed? 

If your repair is an emergency, we will deal with this within our agreed timescales.  

How do I check the progress of my repair? 

As soon as we recover our systems you will be able to check your repair progress through My Riverside.  

Can I still report an anti-social behaviour? 

Yes you can still report anti-social behaviour through our website. Call 999 if you are in immediate danger or concerned for the safety of a neighbour. 

I’ve applied for a Riverside home, will the disruption mean I have to reapply? 

No, you do not need to reapply. There will be a delay in responding to your application and we apologies for this. As soon as our systems are back online, we will get in touch with you about your application. If you are homeless, or at immediate risk of becoming homeless, please call the Customer Service Centre on 0345 111 000. 

Will I have to wait longer for you to offer me a home? 

As we work to recover our systems, there will be delays to the letting of our homes and we apologise for this. The team will be in touch with you as soon as they can. We understand how frustrating this can be, but it important we recover systems safely and securely. 

I have been shortlisted for a property, but I have not been contacted 

We are working to prioritise key services including the letting of homes. We will be in contact with you as soon as our systems are back online. We apologise for any delay and inconvenience this may cause you.  

I am waiting to sign for my new property 

We want to sign you up for your new property as quickly as we can, but we can’t do this until we have access to our systems. We are working hard to bring services back online and we are planning and prioritising work while we do this. Our teams will be in touch with you as soon as they can. Please only contact us in an emergency or if you are at risk of being imminently homeless.