Live service information

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

Repairs and planned works

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Repairs

We are operating as normal and you can report all repairs and issues. Please do so via My Riverside for all non-emergency jobs. This helps to reduce waiting times for those who need to call with emergency issues.

We are, however, experiencing significant pressures on our services as a result of a range of issues. We’re currently facing challenges with:

  • recruiting skilled trades people
  • materials delivery issues as a result of the national shortage of HGV drivers
  • increased appointment times and sickness absence due to COVID-19.

As a result, we’re currently working to a 56-day target for routine repairs, instead of our usual 28-day target. This means you may wait longer for an appointment and some repairs may take longer to complete.


Planned works and communal areas

We are still carrying out improvement programmes and services (e.g. external decoration, kitchen and bathroom upgrades, boiler replacements, windows and doors) as normal. We’ll contact you directly if there is work outstanding. The same applies to disability related home adaptations and communal areas.

Safety inspections

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Gas and other routine safety checks are operating as normal.

This is a legal requirement and is essential to your safety and the safety of your home, so please ensure we can get access to your property. We’ll be in touch to arrange a visit if you have an inspection due.

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

COVID-19 safety

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To keep you COVID secure, we’re continuing to use enhanced safety precautions while working in your home. Watch the video below to understand more about how we’ll keep you safe.

If you have an appointment booked and you have tested positive for COVID-19 or are self-isolating, please call us on 0345 111 0000 and we will work with you to rearrange the appointment for when you are well.

Customer Service Centre

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Our Customer Service Centre is operating as normal. Please use My Riverside for all non-emergency repairs issues. This helps us to minimise waiting times and ensure you have the best experience when you do call up with an emergency or urgent issue.

Rent and financial support

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We know many customers are experiencing severe financial hardship and challenges and this will be made more difficult by the recent changes to Universal Credit. If you are in arrears, don’t put your home at risk – act now. Please visit www.riverside.org.uk/letstalkrent to arrange an appointment to speak to us. We have a comprehensive range of support available which may be able to help you maximise your money and save on energy costs. We may be able to arrange more favourable payment terms that could help you manage your money more effectively and pay down the outstanding balance.

Visiting Riverside Care and Support services

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We ask that a number of considerations and precautions should be taken when visiting our residential services. We ask that visitors minimise the contact they have with customers other than the person that they are visiting. Visitors wash their hands for 20 seconds or use hand sanitiser on entering and leaving the service. Visitors are recommended to wear a face covering when visiting. A face covering is not a medical/surgical mask

No one who is currently experiencing, or first experienced, coronavirus symptoms in the last seven days, should be allowed to enter the premises, nor anyone who is a household contact of a case or who has been advised to self-isolate by NHS Test and Trace.

Additional considerations are in place for Supported Housing Services which are staffed 24/7. These services have additional arrangements to enable booking/appointments for visitors, including maintaining a record of any visitors for Test and Trace purposes.