On 12 June 2025, I emailed Riverside's CEO with a complaint regarding a fire safety contractor. A personal assistant to the CEO misadvised me that emailing the CEO's email address was an inappropriate channel to file a complaint.I emailed back pointing out Riverside's current complaints policy and the housing ombudsman complaint handling code confirm that an email to the CEO is an appropriate channel. I received an internal email regarding a different complaint and discussions into changes in Riverside's complaints policy, this internal email quoted parts of my own emails and mischaracterised myself as a "very rude customer".Am aware that Riverside has a complaints backlog, and the housing ombudsman had met with Riverside's chair and CEO recently. This complaint was only logged and resolved at stage one this week! I have no fault with the complaint handler and complaint handling of this complaint when viewed as an isolated incident of toxic organisational culture. Plus with the apology from the personal assistant at the time of the incident.What concern me that this incident is endemic of Riverside's toxic culture towards "customers" since I first became a Riverside "customer" back in 1998. Riverside places there so called customers at the bottom of their hierarchy of stakeholders. Any other CEO in other sectors would be highly embarrassed in there organisation being a part of an incident of this nature and would of taken personal steps to reach out the customer concerned. This is something that Riverside's CEO has not untaken! This is a warning to all Riverside "customers" be prepared to face contempt from Riverside's Chief Executive's office when you email complaints to the CEO's email address.
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