Review Time
The worst company I have had the displeasure of dealing with. I have had to deal with them for several years now and it’s a constant headache. They make an art form of making it as difficult as possible to contact or get any kind of answers from. They employ people to answer your calls (eventually) and give them absolutely no agency or information to help you, their only purpose is to delay and deflect responsibility. Each time I call they have lost all record of my previous calls, every time they promise to call back with answers they fail to.It takes weeks to get them to address even emergency issues, sometimes months, and will always do the bare minimum.Issues including cut off water, and communal door locks malfunctioning (locking people out of their homes) do not qualify as emergencies to them, just inconveniences that they hope you will forget about if they just delay long enough.
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.
Worst housing association I have ever dealt with! I can see they are able to respond to bad reviews on here, but not respond to complaints sent to them via email! If anyone has a contact for the CEO or someone higher, please contact me. My next step is the MP and housing ombudsman. Absolutely sick of living in complete misery
I live in their property in Camden Town as a private tenant. They took over this property from One-Housing about a year ago and have already surpassed them in poor management and service.They have no respect for tenants. When a formal complaint is made, without looking into it they escalate it stage 2 and then no one looks into stage 2 - no response whatsoever from anyone.Yesterday, without any notice, they cut off my power supply - a breach of contract and harassment. I made a formal against this; but I was met with rudeness and indifference, and to make it worse they cut off my power supply again today with an excuse that they have to fix communal lights.Are the landlords not supposed to give a prior notice to carry out maintenance? They have respect neither to law nor to the private tenants from whom they take hefty rent.
Deeply Failed by Riverside – Unsafe, Poorly Managed & Neglected Block at 11 Rifle Street:If I could give it ZERO stars, I would!As a full-time working resident at 11 Rifle Street, I am extremely disappointed with how Riverside/OHG continues to mismanage this block, showing little regard for resident safety, wellbeing, or basic living standards.The high noise pollution from the small shared garden is unacceptable. Riverside allows children to scream for hours in a confined space while ignoring repeated suggestions to encourage the use of nearby parks. This ongoing disruption makes it impossible for residents who work from home to concentrate or feel any peace in their own homes.Recent serious incidents, including a stabbing, have raised deep concerns among residents—especially parents of teenagers. Yet, Riverside has taken no visible action to reassure tenants or improve safety. There are ongoing issues with drug dealing, antisocial behaviour, and unsafe individuals, including reports of residents selling marijuana and even stealing other tenants’ parcels. These are not minor complaints—multiple residents have raised concerns, and Riverside continues to turn a blind eye.Despite being reported, there are no working lights in the rear carpark exit, which is a clear health and safety hazard, especially during winter months or late hours. The building is in severe disrepair with non-existent cleaning and clear signs of neglect and poor upkeep.Riverside claims in its policies to be committed to:Resident safetyTackling antisocial behaviourMaintaining safe and well-managed neighbourhoodsListening and acting on tenant feedbackYet it has failed to deliver on all of these. The ASB officer assigned is unresponsive and unwilling to investigate serious ongoing issues. It is clear the organisation does not vet its tenants properly and does not enforce its tenancy agreements, which leaves the rest of us to live in fear and frustration.Many residents are trying to mutually exchange, but no one wants to move into this neglected block. It’s been so poorly managed that people refer to it as a dump. The only silver lining is that this experience has motivated my children to strive for a better future, far away from such living conditions.Riverside needs to hire competent staff, enforce its policies, and fulfil its duty of care. Until then, I strongly advise anyone never to buy or rent a Riverside property. It’s not worth your peace of mind, your safety, or your money.
Don't go to Riverside Housing Association. Dealing with this housing letting company is a nightmare. Horrible living conditions. Your complaints are completely ignored and they refuse to address the issue. I am experiencing very little to no water pressure. They are not interested in investigating the water pressure issue. The gas engineers give out misleading information and fabricate reports, stating that the water pressure is satisfactory. The lack of hot water pressure is making my living conditions unbearable.
Absolutely awful company - I purchased a property under shared ownership and have nothing but issues. The complaints process is a complete joke, and calling a team customer service is an absolute insult to anyone in that field. Multiple formal complaints not resolved, acknowledge then not picked up. Phone goes unanswered, web system doesn't work and locks out, not one aspect of their own complaint policy is followed and not a single named email is available. do not have anything to do with this company at all if you have a choice - as a tenant, purchasing property - ANYTHING
I can't even believe that I'm having to write this review less than 3 weeks into moving into our new home....We moved into our retirement living bungalow towards the end of June.... When we tried to have a shower it flooded the bathroom, because the shower tray just filled with water very quickly and overspilled into the room, there appeared to be a problem with the pump, because the water wasn't being taken away... We contacted Riverside who sent us an electrician, he had a morning appointment with us, then he had to get a plumber to attend later that day..... The plumber thought it was either we needed a new pump or a new shower tray, because it appeared to be on a slight slope... He couldn't fix the issue there and then, so he said someone would come out to investigate...... I informed him that i only had days off from work on a Tuesday and a Thursday, so that's when we would need someone to come...We were then given an appointment for Wednesday the 16th of July..... Now not only would there be no-one at home, because we would both be at work but that would mean us not having a functional shower for 13 days after the electrician and plumber had attended...... I then rang Riverside to tell them again when my days off work were and they got the appointment changed to Thursday the 17th of July.... Then my husband got another message to say that the appointment was changed again to Friday the 18th of July..... So once again I had to ring Riverside not just once this time but twice to tell them again that I only get Tuesday and Thursday off work and today my husband got an updated appointment of Tuesday 29th of July...... So yes we have been given an appointment on my day off, but we now have to wait another 15 days with no proper shower..... Me and my husband are beyond disgusted with the way we are being treated, is it not a basic human right to be able to have a shower to keep yourself clean, plus surely the shower should have been tested before we moved in, to make sure there were no issues..... We really don't know who to turn to, to receive a proper and decent duty of care.....
I came home from work today to find my front door key not working. I had to buzz a neighbour to let me in who informed me that they changed the front door locks and they have posted the keys through my front door. I was never informed that the main communal door was having its lock changed. If my neighbour hadn't been in I would of been locked out of my flat in the pouring rain. How do they expect me to get through the main front door when the new keys issued had been posted through my own front door. The idiocy of this is beyond a joke. Then I decide to go out to find out that the keys don't work not just mine everyone's in the flat. The main communal doors now remains wide open to all the elements and for anyone to walk in at anytime. A joke. Then nearly 3 months ago again without notice, scaffolding goes up with no explanation as to the reason why. This has been blocking the daylight getting through my windows. In 3 months not one person has taken one step on the scaffolding not one neighbours have constantly stopped us asking why they are up but no work done. Another joke.Then I get a letter informing me that a contractor will be around to check my electrics on 7th July and if the date not suitable to email them. This I did informing them of my days off which are more suitable. No response but arriving home from work on the 7th I see a card informing they called but no one was in. No Shit Sherlock !!!Riverside is a joke
On 1 January 25 I reported that the button of the lift -(46-7 Coram St) in our block of flats on the 2nd floor was out of order, This impacted a tenant living on the 2nd floor, who just had a stroke who could not use the lift. It also impacted me because another tenant on the 2nd floor used this as an excuse to harass me (on the 1st floor) including stealing parcels from my door which I reported to Riverside several times. They did nothing. Then on Friday, 11 July over 7 months after my complaint I received a call from someone calling himself the Head of Compliance (in fact he is the Interim Head of Compliance Building Safety! not quite the same title). He apologised I had not heard anything for 7 months; and he said the lift would be fixed this week and I would get £450 compensation. In fact this was all a lie. In the letter he sent today; he renegades on this offer reducing it by £300 and stating the lift had been out of order for a completely different reason and when it was fixed the lift button would be addressed!! In fact the contractors came 2 weeks ago and turned the lift off - there was nothing wrong with it asides from this button. Riverside are absolutely shocking. Surely up there with the worst landlords in the country. They fail in their duty of care; they lie, they cheat; they have zero humanity.
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