We’ve faced some technical challenges since the moving customers from My One Housing to My Riverside last weekend and we’re extremely sorry if that has affected our service to you over the past week.

We care deeply about getting services right for our London residents so it’s disappointing that we’ve not been able to provide you with the smooth introduction to My Riverside which we had hoped.

We’ll post further updates on our website and write to you once the issues are resolved.

A summary of the issues we’ve encountered and how you can continue to use digital services and register for My Riverside is below.

Yours sincerely,

Liz Fairburn
Chief Customer Officer

Summary

• Our app is affected by a software error that is beyond our control. This is making it difficult for some customers to download it. Please use the web version of My Riverside if you can’t get on the app. It has the same functionality as the app and still works on your smartphone via a browser.
• If you’re registering for the first time, you can do that using our website too.
• If you haven’t received a registration email or have problems registering, don’t worry. If your registration attempt doesn’t work, your issue will be logged automatically, and we’ll be in touch to help fix it within 48 hours.
• As a result of these issues, and the emergencies-only service we had to run last weekend to give all former One Housing Group customers access to My Riverside, we’re still seeing high volumes of calls which has meant higher than usual waiting times. We sincerely apologise if you’ve had a long wait on the phone. That is now beginning to reduce and we’re confident it will reduce further once the issues we’ve had with our app are resolved.