Live service information

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

COVID-19 safety

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With COVID-19 an increasing concern due to the rapid spread of the Omicron variant, 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, are self-isolating or want to cancel an appointment, please call us on 0345 111 0000 and we will work with you to rearrange. 

Contacting us to report repairs

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As a result of the spike in COVID-19 cases across the country, we are experiencing higher than usual sickness absence rates which are affecting service delivery. This may result in some delays. 

The fastest way to report repairs is online through My Riverside. Please use it to report all non-emergency repairs. 

We’ve also extended the booking window in My Riverside from one month to two months to give you more scope to book repairs at a time convenient for you.

To report emergencies please call us on 0345 111 0000.

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.

We will carry out each appointment in line with our COVID-safe guidelines as set out at the top of the page. 

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

Rent and financial support

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We understand this is a financially challenging time and that some customers have experienced challenges in paying rent. 

Whether that’s down to your financial circumstances or recent issues with access to systems, don’t worry, we can help. If you are in arrears, don’t put your home at risk – act now.

Visit our Let’s Talk Rent page 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. 

Anti-social behaviour

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You can report anti-social behaviour using our website form. We will get back to you as soon as we can.

Visiting Riverside Care and Support services

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If you are planning to visit one of our residential services please take note of the following considerations and precautions. Please minimise the contact you have with other residents or staff, other than the person that they are visiting. Please wash your 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 does not need to be a medical/surgical mask. 

Do NOT attempt to visit if you are currently experiencing, or first experienced, coronavirus symptoms in the last seven days, or if anyone in your household has tested positive or 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. 

Malware attack recovery process

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In November 2021, we experienced a serious malware attack on our computer systems which had a significant effect on our ability to operate. 

We wrote to all customers about this issue and you can read that update here. 

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 are still dealing with significant backlog resulting from the malware attack so you may experience delays when booking non-emergency repairs or reporting other non-emergency issues. 

We’ve put together a frequently asked questions page about the malware attack. If you have queries, please read it before calling or contacting us.

If you are a Riverside supplier or contractor with a query please visit our supplier information page.