Review Time
I originally purchased my shared ownership property through One Housing, which has since been taken over by Riverside. Unfortunately, neither organisation is fit for purpose when it comes to supporting leaseholders — whether you purchased via shared ownership or otherwise.Raising a complaint is a dead end. Despite following their formal complaints procedure to the letter, issues simply disappear into a black hole with no resolution. Communication is consistently poor, and you're left to chase answers at every step.I'm writing this review to warn others, just as I wish someone had warned me back in 2016 when I first purchased through shared ownership. It has been a long, stressful, and isolating experience — particularly when trying to staircase.I have now managed to staircase fully, but I did this in spite of One Housing/Riverside’s involvement, not because of their support.If you're considering shared ownership with them, please think twice. The long-term cost, emotionally and financially, may not be worth it.
I've just hung up the phone after 90 wasted minutes talking to an ignorant person who was no help at all I had to change from council paying my rent to universal credit paying my rent at the start of the pandemic in the first year of UC payments there was some delays in payments but to help with that the council payed an extra 2 weeks rent and also I myself made a full months payment on my debit card now by the end of the rent year Universal credit had caught up with all their required payments which should then have put my rent account approximately 1 month and 2 weeks in credit but and I do mean but riverside still to this very day despute this and keep threatening me with LEGAL ACTION regarding imaginary arrears and also Riversides explanations regarding the extra weeks rent every 6 or 7 years is also lies they are actually taking extra payments every leap year also the person I spoke to today his attitude stank he was that bad I ended up shouting and getting very angry so had to hang up all this rubbish they keep saying about being helping and respectful to customers is a joke disgraceful
The customer service advisor was very rude and passive aggressive to me. This telephonist is in need of training and should not be working as a customer representative of this housing association. He was unable to offer me a email address or phone number to make a complaint and every time I tried to resolve my issue he responded with no and was unable to log basic information, it really seemed like he was not interested in working at all. Then he accused me of being rude and threatened to end the call several times which he didn't as I clearly wasn't being rude he was. I'm extremely upset with my experience and still have no resolve.
I moved into a flat in Oxton May 2023 and at first I was very happy. However, my flat was constantly freezing and my heating bills became horrendous like £300+pm I had massive disagreements with my provider who installed a smart metre and they kept telling me that it’s my flat, I thought no way. I went to James at Riverside warm home department, he said I can’t help you! In January the builder for my bathroom said your flat is freezing, I said I know you should see my bills….. horrendous. He didn’t believe me, I WhatsApp him my latest bill! He told me later that day the flat has no insulation and it’s an F on my EPC. My EPC states this property should NOT be rented out! Furthermore, I phone my housing officer Lindsey Henderson who apparently was about to call me….. she said she knows I’m not insulated and she’ll look into it! And, for my trouble here’s £150 Aldo voucher. I emailed her stating £150 aldi voucher does not cut it, what about the 18 months worth of heating bills and sitting freezing in my flat? I have now received an email from Lindsey Henderson saying they have until 2030 to rectify the issue. I’m disgusted that they believe it’s ok to treat people this way. It does not stop there, they’ve left my bathroom with wires hanging out the wall since January and no heating just a towel warmer that has no on off switch. I’ve taken numerous days off and been chasing this and today I was told 8am they’d be there, nope!
Terrible customer service and wrong advice given. Awaiting someone from the SPR team to make contact regarding a complaint about CF, Housing Officer. Her attitude was absolutely appalling and before I could finish my sentence she disconnected the call, which was recorded. Staff should not be allowed to get away with this and further training about communication, conduct and professionalism is required. Also given the wrong information about damp and mould. Was advised I would receive a call within 48 hrs and have now been told 14 working days - up until 9th April for someone to call. Whilst Jack offered an apology for being misinformed, he was reluctant to share the feedback in order for customer's/tenants expectations to be managed.I am extremely saddened by my experience in the last 24 hours and it has a significant impact on my wellbeing. I have struggled to get through by for several weeks, whilst experiencing unprecedented wait times. At work at present, and so far have been waiting on hold for 57 minutes ad 47 seconds - this is totally unacceptable, in addition to the accumulated hours I have spent trying to get through to no avail. We should not have to deal with this and whilst we understand there is a merge taking place between One Housing and Riverside - it is very important to significant improve the standard of customer service that is being delivered, at least across East of England. This is totally unacceptable.
This Housing Association couldn’t care less about their residents. It has now been 31 days that residents of The Oxygen building have been without a lift and 28 days since the last update was communicated to residents from Riverside on the situation despite their original email sent out on the 31st January stating “We will keep you regularly updated…”. I sent an email to Riverside requesting an update on the situation last Friday, 21st February and they haven’t even bothered to reply. Nothing but radio silence. I pay my rent and service charge on time every month and have done so for the past 16 years never missing a payment and this is the way you are treated by Riverside. They couldn’t care less about you. A complete and utter joke!
Been on hold waiting to speak to the income team, currently at 1hr 35 minutes. That's bloody appalling in my opinion. Riverside has the worst customer service I've ever come across in my 49yrs of life. How can you operate your business without sufficient infrastructure to deal with your tenants.
Wow thank you so much Riverside Liverpool.I reported my front door was very difficult to get in using the key.I was frightened the key would snap in the lock.I tried to do it online but the earliest was the 19TH of March. I called you and the lovely customer care lady put it through as an emergency and you arrived within 10 min.Thank you so much to all at Riverside and the person that does the appointments not sure if it is still Evolve.Say thank you for me.Thank you to Chris who arrived 10 min after my call.If you have an emergency guys call them rather than doing it online
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