Live service information

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

Service disruption update: 25 November 12:30pm

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We’re working hard to recover our services to you following an attack on our computer systems.

How to contact us while our systems are affected:

  • For emergencies please call us on 0345 111 0000
  • You can also send us a direct message on Twitter or Facebook from 8am to 8pm Monday – Friday
  • You can still continue to report anti-social behaviour or make a complaint using our website forms. Please note there may be a delay in responding while we recover systems, but we will get back to you as soon as we can.
  • If your query is non-urgent please email us at [email protected]

If you have already contacted us via any of these methods please be assured that we will get back to you as soon as we can. There is no need to resubmit your information.

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

We sincerely apologise for any inconvenience.  Please be assured we are treating this as a priority and are working hard to bring services back online as quickly and safely as we can.

Further information

  • We’ve put together some answers to questions you may have on our FAQ Page.
  • If you are a Riverside supplier or contractor please visit our supplier information page.

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.

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.