How to make a complaint

Just fill in the online complaints form on the make a complaint page and we’ll be in touch to discuss the complaint and what we will do.

Alternatively, you can:

• Write to us: Riverside, PO Box 2065 Liverpool L4 4YX
• Email us: [email protected]
• Phone us: 0345 111 0000
• Talk to a member of our team
• Social Media: Facebook @RiversideHousing | Twitter @RiversideUK

When contacting us on Facebook or Twitter, please make it clear in your social media post that you wish to make a complaint. For your safety and security, please do not publish any personal or account information within a social media post. If you make a complaint via social media, our Team may contact you via direct message or respond to a direct message you have sent. When doing so, we may ask for personal information such as your name and contact details to assist us in identifying you. We do this to ensure that we are able to direct further communication through a secure channel, managed by Riverside. If you are contacting us via direct message, please refrain from providing personal data until one of our team has requested this. Please note that we will never ask you to provide any more personal data than is required or ask you to provide copies of documents containing personal data via our social medial channels.

Our Privacy Notice

For more information about how we process your personal data, please read our privacy notice.

Things to consider before logging a complaint:

• If you are reporting anti-social behaviour, please complete the anti-social behaviour form.
• If you are reporting a repair for the first time, this can be logged through My Riverside.
• Let us know who you are, we want to work with you to find a solution and won’t be able to anonymously.
• Complaints need to be received within six months of the event occurrence.

What to do when you’re unhappy with the service you’ve received
Things go wrong from time to time and by telling us what’s gone wrong, we can help put things right for you. Your feedback will help us improve our service to you.

What is Riverside’s Complaints Process?
When you complain to us, your complaint will be allocated to a trained member of our team who will support you along the complaints process. We will contact you by the end of the next working day  we will try to resolve the problem when we first contact you and agree with you what will happen next. We aim to provide a response within five working days. We understand that all complaints are different and will always agree any new timescales. We refer to this as our Frontline Resolution-Stage 1 complaint. If you are not happy with the resolution provided at this stage, you can contact us to ask us to escalate your complaint for review. This is referred to as a Review-Stage 2 complaint. At this point, you can let us know why you feel the issue is unresolved and what you think should have been done to resolve it. Further investigation and review will take place and we aim to do this and provide a final resolution within 10 days.

Financial redress if a complaint is upheld

The Riverside Group is committed to providing high quality services in everything we do and to resolve customer complaints in a consistent, fair, impartial, and transparent way. We realise that there will be occasions where the level of service falls below our accepted standard and we will work to put things right and this may include paying redress

We aim to be consistent in our approach to redress and financial redress payments ensuring customers are not left out of pocket by our actions and we will calculate redress by assessing each case by its impact on the customer we are aligned to the Housing Ombudsman Service remedies guidance.

We will always consider whether any statutory payments are due, if any quantifiable losses have been incurred, the time and trouble a resident has been put to as well as any distress and inconvenience caused.

What if I’m unhappy with the outcome?

If your complaint is not resolved by us, you can take your complaint directly to the Housing Ombudsman.

The Housing Ombudsman Service can also assist residents throughout the life of a complaint and not just at the point where you have been through our process to encourage earlier and more effective complaint resolution.

For more details about our policy click here.

Tell us when things have gone well

It’s good to hear about when we’ve delivered excellent service, you’ve had a positive experience that you want to share or you just want to give us a general comment. Tell us what you think by filling in a comments form.

Our complaints self-assessment

We’re required by the Housing Ombudsman Service to carry out a self-assessment of our complaints procedures. You can read our full assessment here.