Report a repair

If you smell gas or suspect a gas or carbon monoxide leak, call the National Gas Emergency Helpline immediately on 0800 111 999.

While waiting for assistance, you should:

• Open doors and windows to ventilate the property.
• Shut off the gas supply at the mains, if it is safe to do so.
• Leave the property immediately.
• Remain outside and follow any instructions from the emergency services.

From 27 October 2025, a new legal requirement called Awaab’s Law will come into effect. This law is named after Awaab Ishak, who tragically died in 2020 following extended exposure to mould in his home. This means landlords, including Riverside, must act quickly to fix damp and mould and other serious hazards in homes within a fixed timescale.

At Riverside, we’re committed to your wellbeing. If you let us know about a problem, we may ask you a few extra questions so we can:

• Make sure your case is prioritised correctly
• Understand if you or anyone in your household may be more affected by some of these hazards
• Ensure your concerns are handled with care

If you’d like to learn more about Awaab’s Law and what landlords need to do, please visit www.gov.uk.

• Damaged or faulty fire safety equipment, or damaged fire safety signage.
• Faulty carbon monoxide detectors.
• Equipment or debris blocking escape routes, communal areas and bin chutes, or problems with removing waste materials.
• Damaged asbestos-containing materials.
• Any hazard in communal areas, such as slip, trip and fall hazards, rodent infestations or damaged play equipment.
• Severe, visible mould on internal plastered surfaces, such as ceilings or walls.

• Loss of heating, hot water or mains water supply.
• Blocked drains, or sewage overflowing into your home.
• Small leaks.
• Problems flushing the toilet.
• Problems with water systems in communal areas.
• Burst plumbing or flood that cannot be stopped by turning off the water.
• Burst storage tanks, cylinders or pipes.

• Damaged or failing electrical wiring, lighting or light fittings.
• Complete loss of electricity.
• Problems with kitchen or bathroom lights.
• Faulty lifts (e.g. doesn’t return to the ground floor).
• Problems with equipment installed as part of an adaptation.
• Problems with communal TV aerials.

• Any serious security issue, such as a front door that doesn’t lock.
• Windows jammed open or shut.
• Unsafe or broken doors and windows, including front, back, communal and fire doors.
• Problems with internal doors – where needed to help those self-isolating.
• Faulty external or automatic doors, gates or warden call systems.