Find Riverside policies on housing, safety, repairs, complaints and more.
We have a range of policies that guide how we provide services and make decisions, view them below.
Riverside provides aids and adaptations to help you live safely and independently at home, offering support with everything from small changes like grab rails to larger adaptations such as wet rooms or ramps. We work with Occupational Therapists and local authorities to make sure adaptations are safe, practical and funded where possible, and if a request can’t be approved, we’ll explain why and help you explore other options.
Riverside is committed to keeping customers safe by carefully managing any asbestos that may be present in the buildings we own or maintain. We identify, assess and control asbestos risks in line with UK safety laws, keep accurate records, and make sure this information is available to anyone who may need it. This applies to communal areas in residential buildings, non‑domestic properties, and any work we carry out in customers’ homes. We take proactive steps to monitor risk, share information, and ensure that any work that could disturb asbestos is managed safely and responsibly.
Riverside’s Building Safety Management Policy sets out how the organisation ensures safe homes and working environments by identifying key building‑related risks, complying with statutory and regulatory duties, and defining clear responsibilities for managing safety. It outlines the legal framework, core safety principles, and the controls in place to protect customers, colleagues, and contractors across all Riverside properties.
Our Community Safety Policy explains how we work to keep your neighbourhood safe, supportive and respectful. We take reports of nuisance, anti‑social behaviour and hate crime seriously, offering a fair, harm‑centred response. Our goal is to help you feel secure in your home and confident that any concerns will be handled promptly and sensitively.
Our Compensation Policy explains when we may offer payments to put things right if our service falls below expected standards. It sets out how we assess compensation fairly and consistently, helping ensure customers receive clear, transparent redress when things go wrong.
Our Complaints Policy explains how we handle concerns fairly, promptly, and transparently. It sets out what you can expect from us, how to raise a complaint, and how we work to resolve issues and improve our services based on your feedback.
Our Customer Care Policy sets out how we provide fair, respectful and accessible services for everyone. It explains what you can expect from us, how we aim to get things right first time, and how we use your feedback to continually improve your experience.
Our Damp and Mould Policy explains how we keep your home safe, warm and dry. It sets out how we prevent, respond to and resolve damp and mould issues, what you can expect from us, and how we’ll support you to report problems early so they can be fixed quickly.
Our Domestic Abuse Policy explains how we support people experiencing domestic abuse. It sets out how to report concerns safely, the support and protection we offer, and how we work with partners to help keep customers and their families safe.
Our Electrical Safety Policy explains how we keep your home safe by regularly inspecting, maintaining and repairing electrical systems. It sets out our responsibilities, what you can expect from us, and how we make sure all electrical equipment in our buildings is safe and compliant.
Our Equality, Diversity and Inclusion Policy explains how we work to ensure everyone is treated fairly, respected and included. It sets out our commitment to preventing discrimination, celebrating diversity and making sure our services and workplaces are welcoming to all.
Our Fire Safety Management Policy explains how we keep you safe by preventing, identifying and managing fire risks in our buildings. It outlines the measures we take to maintain fire safety equipment, complete regular risk assessments and ensure safe evacuation procedures.
Our Gas Safety, Heating and Ventilation Policy explains how we keep your home safe by regularly checking, maintaining and servicing gas, heating and ventilation systems. It sets out what you can expect from us and how we manage risks to protect you and your household.
Our Health, Safety and Environment Policy explains how we put safety first for customers, colleagues and communities. It outlines how we maintain safe places to live and work, protect the environment, and manage risks responsibly so everyone can feel safe and supported.
Our First Come, First Served Sales Policy explains how shared ownership homes are allocated when demand is high. It sets out how applications are prioritised fairly, based on eligibility and affordability checks, so customers understand how decisions are made and what to expect when applying.
Our Minimum Monthly Surplus Income Policy explains how we assess whether shared ownership homes are affordable and sustainable. It sets out the minimum level of monthly income customers need after housing costs, helping ensure home ownership remains manageable and financially secure.
Our Income Management Policy explains how we support customers to pay rent and other charges on time while helping prevent financial hardship. It sets out how we offer advice, early support and fair recovery actions.
Our Leasehold Management Policy explains how we manage leasehold and shared ownership homes. It sets out the services we provide, your responsibilities as a leaseholder, and how we ensure charges, repairs and building safety are managed fairly, transparently and in line with your lease.
Our Lettings Policy explains how we allocate our homes fairly and transparently to people in housing need. It sets out who can apply, how decisions are made, and how we work with local authorities to make best use of our homes and support sustainable communities.
Our Mechanical Equipment Policy explains how we keep equipment such as lifts and other mechanical systems safe in our buildings. It sets out how we inspect, maintain and manage risks to protect customers, visitors and colleagues and meet health and safety standards.
Our Neighbourhood and Estate Management Policy explains how we keep shared spaces, estates and neighbourhoods safe, clean and well maintained. It sets out how we work with customers and partners to tackle issues, manage communal areas and support positive, well‑cared‑for communities.
Our Property Buy Back Policy explains when and how we may buy back homes previously sold through Right to Buy, Right to Acquire or full staircasing. It sets out who may be eligible, how decisions are made, and how we aim to provide a fair, transparent process for homeowners.
Our Radon Gas Policy explains how we identify, monitor and manage the risk of radon gas in our buildings. It sets out the steps we take to test properties, reduce risks where needed, and protect the health and safety of customers, colleagues and visitors.
Our Rent Setting Policy explains how we set and review rents in a fair and transparent way. It sets out how we balance affordability for customers with legal and regulatory requirements, helping ensure rents are reasonable while supporting the long‑term sustainability of our homes and services.
Our Responsive Repairs Policy explains how we deal with day‑to‑day repairs in your home and communal areas. It sets out what repairs we’re responsible for, how to report them, and the timescales we work to so your home stays safe, warm and in good working order.
Our Safeguarding Adults Policy explains how we protect adults from abuse and neglect. It sets out our commitment to keeping people safe, how we recognise and respond to concerns, and how we work with partners to support adults at risk and uphold their rights.
Our Safeguarding Children Policy explains how we protect children and young people from abuse and neglect. It sets out our commitment to keeping children safe, recognising concerns, and working with families and partner agencies to promote wellbeing and positive outcomes.
Our Service Charge Policy explains how service charges are set, managed and reviewed for homes with shared services. It sets out what costs can be charged, how charges are calculated, and how we make sure they are fair, transparent and provide value for money.
Our Shared Ownership Sales Policy explains how we market and sell shared ownership homes. It sets out who is eligible, how homes are allocated, and the steps we take to ensure sales are fair, transparent and affordable, helping customers understand what to expect when buying a shared ownership home.
Our Statement of Tax Policy explains how we manage our tax affairs responsibly and transparently. It sets out our approach to tax compliance, risk management and working with HMRC, ensuring we pay the right amount of tax while supporting our charitable objectives.
Our Tenancy Fraud Policy explains how we prevent, detect and deal with tenancy fraud, such as unlawful subletting or false applications. It sets out how to report concerns, how cases are investigated, and how we protect homes so they are used fairly by those who need them most.
Our Tenancy Policy explains the different types of tenancies we offer and how they are managed. It sets out what customers can expect from us, how we support people to sustain their tenancy, and the steps we take to ensure homes are let and managed fairly and responsibly.
Our Tenanted Sales Policy explains the different ways existing tenants can buy their home. It sets out who may be eligible, how applications are assessed, and how we deliver a fair, transparent sales process for schemes such as Right to Buy and other home purchase options.
Our Water Safety Policy explains how we manage and reduce risks from water systems in our buildings. It sets out how we identify, monitor and control issues such as water hygiene, helping keep customers, colleagues and visitors safe.