Repairs and maintenance

Report a repair

Report a repair quickly and easily in a way that works best for you.

Communal repairs

Report any issues in your communal areas quickly and easily using our online form.

Damp and mould

Report damp, mould or condensation in your home.

Home maintenance

Simple checks to keep your home safe and warm, and when to ask us for help.

Aids and adaptations

Get the help you need at home to make you feel more comfortable and secure.

Home energy improvements

Find out about our programme to improve the energy efficiency of our homes.

What repairs is Riverside responsible for?

We're responsible for maintaining the structure of your home and repairing things we've installed, including:

Roofs, walls, windows and doors
Heating and hot water systems
Electrical wiring and fittings
Plumbing, pipes and drains
Kitchens and bathrooms installed by us
Shared and communal areas

What repairs am I responsible for?

You're responsible for looking after your home and carrying out minor repairs, including:

Replacing light bulbs
Decorating your home
Maintaining appliances you own
Replacing lost keys
Repairing damage caused by you, your household or visitors

What should I do if I'm not sure who's responsible?

If you're unsure, report the issue to us. We'll confirm who's responsible and advise on the next steps.

Contact us in a way that works best for you here.

Do I need to report repairs straight away?

Yes. Reporting problems as soon as you notice them helps prevent further damage and allows us to arrange repairs more quickly.

How repairs work

When you report a repair, we'll assess the issue, arrange any appointments needed and keep you updated throughout the process.

Using video calling

For some repairs, we may offer a video call to help us understand the issue more quickly and make sure we send the right person for the job.

For your privacy:

We only video call with your permission.
We only use it to assess the repair.
We only see what you choose to show us.

Our service standards

When we carry out a repair in your home, here’s what you can expect from us.

When we arrive

Our operative will:

introduce themselves and explain why they’re visiting
show you their identification without waiting to be asked
explain the repair or maintenance work they’re there to carry out
listen to any questions or concerns you have before starting.

If there is nobody aged 16 or over at home, our operative won’t enter. We’ll need to arrange another appointment.

If you need help understanding information about your repair, let us know. We’ll arrange the support you need.

If our operative feels threatened by violent or abusive behaviour, they will leave your home and report the incident.

We’ll explain the work

Before starting, we’ll explain the work we’re going to carry out.

Sometimes the repair may be different from what you expected. If this happens, we’ll explain what we can do and answer any questions you have.

We’ll aim to resolve the problem safely, fairly and to a good standard.

Where something can be repaired to a good standard, we’ll repair it rather than replace it. If a replacement is needed, we’ll arrange it.

Our priority is to make sure your home is safe. If the problem happens again or something changes, please let us know.

While we’re working

We’ll treat you and your home with care and respect.

Our operative will:

be polite, patient and considerate
listen to reasonable requests and be flexible where possible
be clean and presentable
wear appropriate Riverside uniform and protective equipment
use appropriate language
not smoke in or around your home while carrying out the repair
avoid unnecessary noise, including playing a radio
keep disruption to a minimum
protect your flooring, furnishings and decorations
use floor coverings and overshoes where needed
keep tools, materials and debris safely out of the way
tell you before disconnecting services such as gas, water or electricity
explain what will happen if a service cannot be restored straight away
keep your home safe and secure while work is taking place
clear away debris and leave the work area tidy.

We’ll aim to complete your repair in one visit where we can.

Before we leave

Once the repair is complete, our operative will explain what they’ve done.

Where appropriate, they’ll show you what has been repaired or replaced and explain how the repair has addressed the problem.

We’ll give you the opportunity to ask questions and tell us if you have any concerns. We’ll try to address those concerns or explain what needs to happen next.

If we need to visit again or order parts, we’ll explain:

why more work is needed
what will happen next
the expected timescale, where this is known.

We’ll keep you informed between visits. You can contact us if you have any questions while you’re waiting.

If you tell us about another repair during the visit, we’ll arrange for it to be recorded. We’ll provide an appointment date where possible or let you know when we’ll contact you.

We’ll listen to you

If you have a question, concern or expectation about your repair, please tell us.

We’ll listen, acknowledge your point of view and respond with care. We’ll explain clearly what we can do and be honest about anything we can’t do under our repairs policy.

We’ll work with you to find the best possible outcome.

At the end of the visit, our operative will thank you for your time and patience.

After your repair, we’ll send you a customer satisfaction text message. This will ask you to rate the service you received. We’ll explain how the scoring works and thank you for taking part.

Your feedback helps us understand your experience and improve our repairs service.

Keeping your home safe

Your safety is our top priority and here you'll find tips to help you reduce the risks of fire, gas, electricity, water and carbon monoxide in your home.

Home safety

What is a disrepair claim?

A disrepair claim is a legal claim made when repairs have not been completed within a reasonable time.

Before making a claim, make sure you've:

Reported the repair to us
Given us access to inspect the issue
Allowed time for repairs to be carried out

What should I do if something needs repairing?

Report the issue to us as soon as possible.

We will:

Investigate the problem
Arrange repairs where needed
Keep you updated

Many repair issues can be resolved through our repairs service.

Should I use a claims company?

Before signing anything, make sure you understand:

What the company will do
Any fees or costs involved
Whether you could be charged if the claim is unsuccessful

You should always read any agreement carefully.

Could making a claim cost me money?

It might.

Depending on the agreement you sign, you could be responsible for:

Legal fees
Insurance costs
Other charges

Make sure you understand any costs before proceeding.

Where can I get independent advice?

You can get free, independent advice from:

Manage your home