Between Friday 13 June to Monday 16 June, we’re upgrading services so we can resolve your queries more efficiently and effectively. These changes will bring all our customers on to the same services.

As a result of these upgrades, we will be able to offer an ‘emergencies only’ service so we want to give you advanced notice of what that means for you during this period.

What does this mean for me?

• If you have an emergency that is a risk to life or home during this time, such as a burst pipe, antisocial behaviour or a safeguarding concern, please call us on the number at the top of this letter. Service for these issues will not change.
• If you need a normal repair, for example if a door hinge is broken, please report it before 4pm Friday 13 June or wait until 8am Tuesday 17 June where you will be able to log on to My Riverside, live chat or call us.
• If you have any repair work already scheduled over that period, this will not be affected.
• My Riverside will not be available during the timeframe detailed above.
• All automated payments will not be affected and will process as normal.

Please accept our apologies for any inconvenience the work needed for the upgrades will cause.

These changes are among the final steps in completing the merger of Riverside and One Housing Group and are designed to make services better for former One Housing Group customers.

The timings of our final step, creating one single main phone number for the whole of the group, will be announced soon. We’ll send you a full update on the conclusion of the merger process in the coming months.