Review Time
Unbelievable experience with Riverside. Handover the key without checking all the appliances and fittings. From day one having serious difficulty leave a family life. Specially with kids when there is No hot water , No electric shower, broken sink and bath tap , faulty heater and kitchen extractor fan, very bad smell in hallway and living room. 3 weeks gone now but not a single problem resolve by river side. Booked for appointment but no show without any notification several times. Do they have family? Are they human?How can a land lord leave their tenants(family with 2kids) specially without hot water 3 weeks in this cold weather ?
PRE RECORDED MESSAGE SAYS RIVERSIDE VALUES MY SAFETY THAT IS THE BIGGEST LAUGH I HAVE HEARD IN A LONG TIME. NO LIGHTS/EMERGENCY LIGHTS ALL LIGHTING NOT WORKING . FROM REPORTING IT TO THERE SOLUTION TO FIX THE PROBLEM 14 DAYS WITH HEALTH AND SAFETY OUT THE WINDOW
Riverside have now written to ex OHG tenants three letters stating we can no longer pay by standing order from 31 December. That if we do we will be in arrears. This is untrue and any attempt to stop payments by standing order is illegal. This is yet another example of Riverside’s bullying tactics - trying to terrify tenants to adopt one of their preferences. This is in line with the Head of Complaints Mark Morgan asking me to accept an illegal contractor struck off by companies house if I wanted my kitchen done under the Decent Homes Act. This means for the first time in my life and 35 years living in my flat I will have no cooking facilities this Xmas. Whereas Steve Young Acting Head of Repairs wrote to senior management stating that the hole in my living room wall with dangerous electrics had been done - it hadn’t. Riverside staff have no interest in providing a service.It begs the question how they are permitted to run properties.
I'd give zero stars if that was possible. Their customer service line takes you to a queue that goes on for 1-2 hours because they claim to be ''busy''. Called a different department and managed to get a hold of someone in seconds to be given the worst customer service. Spoke to advisor Shauna/Shawna/Shona (however you spell their name) and just by the tone of her voice I could tell how incompetent she was for the role. Wasn't of any assistance whatsoever and claimed my address wasn't in the system to call up someone else to tell me a different story. Not sure how she got the job.Based off the other reviews I can tell my experience is somewhat similar to theirs dealing with incompetent advisors and unpromised scheduled call backs where they will deliberately mute their microphones so they can skip your call.Garbage company, wouldn't recommend, if you're automatically assigned to these guys through housing associations, you will have a miserable experience.
Unresponsive, very expensive, unprofessional, incompetent, slow to respond, overwhelmed, understaffed, poorly managed, poor communication, absolutely horrible. Nasty. It is incredibly frustrating to pay so much money and receive such horrible service. Such extortionate abusive arrangement with RS. Edit to respond to request for details:This is, without exaggeration, the worst management company I have ever dealt with. 1. Lift outage: The lift has been out of service for over a week. No updates. No urgency. No accountability. 2. Customer service farce: I called three separate times, wasting 30–40 minutes per call, only to later discover that your incompetent customer service team had been giving out fake job reference numbers and never actually logged the repair request. This is not a mistake — it is gross negligence. 3. Emails: Zero response. Not slow. Not delayed. Zero. Emails are completely ignored. 4. Complaints process: Entirely useless. I no longer have the energy to repeatedly explain how fundamentally broken and dysfunctional your company is. 5. Communication (or lack of it): • No notice when the lift is out of service • No notice when it’s being repaired or reinstated • No notice when contractors enter the building and knock on residents’ doors • No notice when window cleaners descend from the roof and suddenly appear outside our windows — a serious privacy and safety concern 6. Service charges: This year’s service charge pack has not been issued. Residents have no visibility over how much is being charged, what it’s being spent on, or why the costs are so high. Total opacity. 7. Website: Most functions simply don’t work (FoB key requests, parking permits, etc.). What is the point of the portal? 8. Incorrect billing: I pay £285 per month in service charges. My next-door neighbour and upstairs neighbour — with identical flats — pay £180. Despite raising this, there has been no response. 9. Direct debit changes: Took two months to action a simple update. 10. Shared inbox chaos: One single email address used for all buildings and all residents, which nobody ever responds to. Every excuse is the same: “overwhelmed”, “backlog”. Completely unacceptable.Do not take people’s money if you are incapable of delivering even the most basic level of service.This company survives only because leaseholders are legally forced to pay service charges under their lease agreements. Without that legal obligation, this business would not last a minute.Utterly incompetent. Completely useless. Extremely expensive for what amounts to no service at all. A total waste of time and money. Avoid at all costs.
Been a riverside occupant for 16 years now and you'd think with time there would be improvement. You'd be wrong in assuming so!Appointments booked and no show time and time again. Told morning appointment 8am till 1pm wait all day and no one comes once again, after failing to show on Friday also. No phone calls, text messages or emails regarding why just a new appointment sent by text to not show again. Bare in mind I'm booking days of work for these appointments. My time and money wasted. Might just hold a month's rent and pay for it to be fixed my self. It's funny how they send out the tenants reminder text messages about your appointments maybe they should start sending them to their tradesmen too .
You might ask yourself what kind of a person would wish to be employed by a company with such an abysmal track record of tenants/customers dissatisfaction?A maverick who's genuinely committed to give tenants hope again that a social landlord can improve?Or a jumped-up little upstart who will lie and say anything that comes into her head to avoid any friction (and to keep her job with all the bogus expenses, pension and twice yearly overseas holidays etc)?Take a wild guess folks!
Trying to report emergency repair 8/12/25,spent all afternoon on phone just trying get the call answered .Finally got reply near to closing time after over 4hours waiting .I was offered a callback in 24hrs or more,and live chat,tried live chat it was unavailable .Luckily I wasn't trying to report burst pipes etc,by the time I got an answer the damage to all flats would have been a disaster .Think we need a phone number just for repairs,instead of general number used for everything
I wish there was a 0 star rating. Every dealing with these people is worse than the last. Constant screw-ups followed by vapid apologies and promises to do better, but they never do. Writing this review after being woken up by a random workman sent by Riverside to do some unspecified work on my apartment front door, without any notice whatsoever from Riverside. This is how they always are, they just schedule things without bothering to tell the residents, then act all surprised and contrite when confronted about it.
Ever since the Riverside took over from One Housing, I have encountered multiple issues with the way they communicate with residence regarding any changes or updates. Their customer care team is unprofessional and i even would say they use language that is design to intimidate you. Do not enter into any "relationship" with this company. Avoid properties managed by them
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