We are changing the way we manage repairs.

Instead of waiting for you to report repairs, we will visit you to find out what needs to be done. We call this new way of dealing with repairs ‘property MOTs’.

Property MOTs will reduce the number of calls you need to make to tell us about repairs and the number of times we need to visit you to get the repairs done.

Once all work is finished, you should only need emergency repairs in the next 12–36 months. These will be checked before they are carried out.

We will inspect your home to identify what needs doing and will ask you if there is anything you think needs looking at. Work will then start around five days after the inspection. The length of time to complete the works will depend on what needs doing.

We will contact you to explain the process before the property MOT or you can visit our website for more details.

Tenant Frank Todd said: “It was a dream. Riverside was interested in us, what we wanted and what we needed doing. It’s really appreciated.”

We can’t tell you exactly when your home will have its property MOT but we will let you know before we plan to carry out the inspection.

Replacement kitchens, bathrooms, windows, doors and roofs will be completed as part of our investment programme.

 

New service standards for repairs

We have updated our services standards for repairs:

• health and safety – if there is serious risk to tenant or property, such as serious electrical faults, we will respond within four hours
• emergency repair – in cases like heating breakdowns in winter if there is no alternative source of heating we will respond within 12 hours
• routine repair – for minor repairs such as plumbing or roof leaks we will attend within 14 days and complete work within 28 days
• programmed – non-urgent jobs such as replacement kitchens and windows are carried out as part of our planned maintenance.//BOX 2//Riverside has a legal obligation to carry out gas checks, which are free of charge and ensure that the appliances we supply are working effectively and safely. Most tenants allow us to complete safety checks on schedule but occasionally, and as a last resort, we are forced to go to court to gain access.  

 

Be gas safe

Riverside has a legal obligation to carry out gas checks, which are free of charge and ensure that the appliances we supply are working effectively and safely.

Most tenants allow us to complete safety checks on schedule but occasionally, and as a last resort, we are forced to go to court to gain access.

If this happens, tenants can be ordered to let the contractor in or face a possible jail term. The tenant will have to pay the cost of the court case, which can be more than £400.

If your gas service is due, please help us by allowing our contractors into your home.

 

Keeping you informed

From April 2015/16 we have planned to invest £38,152,335 on improvements to homes we manage across the country and we are well underway with the programme of works in your region.

Our team will contact you if your home is included in the programme. More details about the planned improvements will be on the website soon.