Riverside Reviews 

Hi all, Can I say I have had trouble with part of my Back Garden flooding for years now, Riverside have continually refused to sought it out they like taking our money but do nothing in return, How can the Garden flooding be Our responsibility ? As a company they are a Joke helping Wreck lives should be there moto some people seem to get everything others get nothing but lies and excuses,, I am at the stage where I am seriously thinking of organising a Tennants Meeting and inviting a friend of mine from a local paper so everyone can get to see hear the truth about how Riverside treat some of us,, What do you think,, Enough is Enough,

I would like to acknowledge the top quality service provided to me today, in replacing a sink in my bathroom. The gentleman who came is the same who first came to see what was needed. Hesham Job No. J37M76. He arrived bang on time . Took his time in fixing everything. The plaster around the sides done like he was family. A real professional, attention to detail absolutely spot-on now looks better than the one replacing.

I am incredibly disappointed with the direction Riverside Housing has taken recently. As one of the country's largest housing associations—managing over 75,000 homes with a massive £686 million turnover and an operating surplus of £108 million—their focus should be on the tenants. Instead, they seem entirely focused on cutting basic customer service to pad their margins.

Here are the key issues I’ve experienced:

Removal of Contact Information: Finding a direct phone number other than the call centre or email address on their website is now nearly impossible. It feels like a deliberate attempt to block tenants from getting in touch.

A Terrible App: We are constantly pushed to use their mobile app, but it is poorly designed, laggy, and frequently fails to work when you actually need to log an issue.

Incredibly Slow Response Times: Even when you do manage to submit a query or repair request, the wait times for a response are unacceptable. Weeks go by with no updates. Complaints panel no longer exists

Broken Escalation Process: If you try to escalate a complaint or an unresolved issue, you run into a brick wall. The escalation process is completely opaque, and there is zero accountability or follow-through.

For an organisation of this size making substantial surpluses, it is unacceptable to hide behind broken digital systems. Riverside urgently needs to reinvest some of those millions into basic, accessible customer service for its tenants.

Terrible Housing Association and completely Incompetent ASB Investigations in Liverpool.

We have had very serious ASB issues for I’d say around 2 years. One of the people on our street is a drug dealer. He frequently wanders the street selling drugs and has done for years.

We have reported this to the previous Housing Officer for the area who originally ignored our emails including one when Riverside’s own front door was being kicked in by a dealer wanting his money.

The issues have been ongoing for many years. It’s the worst kept secret on the street that this tenant is dealing in front of my house and others historically.

We found the ASB investigator absolutely appalling in the way he handled the situation. He failed to attend the initial meeting with us because he had forgot. We then had to continually remind them to collect evidence from various sources. Then to put the icing on the cake, after 2 years of issues decided it would be a good idea just to have a phone chat with the tenant and not pull them in for an interview.

The previous housing officer weeks found unhelpful and with a real attitude problem. It has come to our attention this week that this Housing Officer has now left the organisation which is not surprising. When approached our emails regarding ASB were ignored by Riverside, in the hope we would go away.

More recently a drug dealer was banging on Riversides front door and we rightly contacted them and they were not interested in this was happening. How can any property owner not be concerned about their own stock? If this happened to my house I would want that tenant out of the property before any more serious damage occurred. We really struggle with Riverside Housings rationale of these serious incidents.

We had to approach the Manager of the Housing Team to even receive a response. We were actively ignored by the previous Housing Officer even when criminal acts were reported to the local police force.

The complaints procedure for non-tenants also needs revising. It’s very unfortunate Riverside feel non-tenants are not able to complain especially in such serious circumstances. We found the support generally unhelpful and almost arrogant in their approach in serving the wider community here in Liverpool.

We wanted to share our experience of Riverside as we think the current system that it employs to combat longstanding ASB issues, and the way it manages non- tenants complaints, is not fit for purpose.

We have had to seek legal advice and our solicitors are putting together a letter to send to Riverside Housing.

(14 years as tenant with riverside)

My experience with this housing association has been extremely disappointing. Instead of taking responsibility when issues are reported, I felt I was treated unfairly for speaking up. The complaints process did not give me confidence that my concerns were investigated independently, and I believe it mainly protected the organisation rather than resolving problems. I was also unhappy with the quality of work carried out by contractors and how my concerns about it were handled. I will be sharing photos of the work so others can make their own judgement. If you're considering signing a tenancy agreement, I recommend researching thoroughly before making a decision.

Incompetent and irresponsible. I live a road with several apartment blocks managed by Riverside. Riverside also has responsibility for managing the road. There seems to be zero ground maintenance. Wooden planters decayed and disintegrated, with sharp metal spikes poking out of them. Weeds everywhere, dead trees are not replaced, laws are not looked after. A broken toil seat was left in front of one of the entrances for years. Fly tipping by their residents is rampant, and they do nothing about it, even when residents' names and addresses are know.. Piles of old furniture and appliances are nearly permanent. One of the concierges is very rude and refuses to their job. Cars park on double red lines all the time and they do nothing, although London Fire Brigade ruled it is a major fire risk. Their sewage flooded the whole underground round parking for 7 apartment blocks, and the response was abysmal, nearly a week later than still have not cleaned it. If you send a complaint they ignore it or send a totally irrelevant response. Avoid living anywhere close to any estate managed by these incompetent and inept outfit

Riverside are my building manager - my fob has stopped working and Riverside have taken over a month to get back to me - bouncing me around different departments suggesting different approaches. I pay service charge on time each month - the least they can do is enable me to access my building.

I have spent days trying to report a problem with the communal aerial and there is nowhere on their site to report such a problem. I have had no tv since Saturday, I have re tuned my tv several times and I get nothing. I have complained hundreds of times over the years stating that it is not fit for purpose, but nothing is solved.

Well what can I say about this housing association riverside,there shocking they really are,this company charges you surcharges every single week ontop of your rent for what exactly,they don't do anything with the millions they rob off people each year,firstly I waited 2 months for my toilet to be repaired which I need for my terminal illness which is Crohn's disease amongst other illnesses also I have children,secondly I have asked if they could help to lower my garden hedges as they are shockenly high not down to me as I've always cut my hedges from the very day I moved in,no it was past neighbours who were lazy and wouldn't cut them ,now I have new neighbours and they carnt manage them as well as me,my opinion they should of been cut before my new neighbours moved in they weren't,so I asked if they could help by cutting them down to a reasonable height so me and my neighbours could keep on top of them and we can manage no problem.the answer I got we don't have a gardening team anymore,pack of lies there are gardening teams round my area quite a lot doing communal areas,no gardening teams hey really.this problem isn't down to me as I explained to them it was past neighbours who were lazy,they should of cut those hedges before new tenants moved in they didn't,disgraceful company,I wish I could afford private rented accomadation because I would in the drop of a hat.the house I live in that I rent from them the window frames on all windows are rotten damp you name it and it's freezing in the winter,but here they are gaining millions from surcharges they put ontop of everyones rent for what,for nothing that's what.nothing but robbers simple as that.

I received a random demand today for £660, with no explanation of what it was for just that I have 14 days to pay it. I pay my rent and other charges via direct debit and they are all up to date. I live in a house so they do not maintain any of my property. When I have tried to access my Building Insurance they say I can’t. So what is this random £660 for?? I am so fed up of this shambolic housing association.

I live in a residence in Kentish Town and my balcony door has been unable to be opened for the past two months, The staff are rude and make promises that they cannot keep. The contractors they send are cowboys and don't care about the residents. I am currently on the phone waiting for them to tell me yet again that there is no update on my issue. The app is always offline as they are doing maintenance. Maybe they should maintain the houses before worrying about the website. But as other people have said if you miss your rent you are treated like a criminal.

access to my riverside property is by intercom, i asked the question if any of the tenants cannot use their intercom due to ill health could riverside put a key safe outside to allow emergency access and was as follows police would break the door down this is versus spending £20 on a key safe so essentially riverside doesnt give a dam

I m very happy with their during difficult time they help me trough and special thanks to member of staffs

Riverside's management of our development has been incredibly disappointing. The building is only seven years old, yet due to a lack of maintenance and upkeep it is already looking tired, shabby and far older than it should.

Repairs are routinely ignored or allowed to drag on for months. The most serious example was a leak in our basement that residents reported repeatedly. Rather than dealing with the issue properly when it was first raised, Riverside failed to take effective action and allowed the problem to worsen over a prolonged period. The leak eventually spread into the lift shafts, damaging both lifts and leaving residents without a working lift for around three months.

This is a seven-storey building with elderly residents living on the upper floors, yet Riverside appeared to show little urgency in resolving the situation. During this period everyone was forced to use the stairs, resulting in significant wear and damage to the stairway carpet throughout the winter months.

I subsequently raised a complaint seeking confirmation that residents would not be charged for the lift repairs or carpet replacement, as both issues could have been avoided had Riverside addressed the leak when it was first reported. Riverside refused to provide this assurance and intends to pass these costs on to residents.

We have also experienced ongoing issues with hot water outages. When I raised a complaint about Riverside's handling of these problems, I received a response that failed to address the concerns raised and made very little sense. The complaint was then closed without any meaningful resolution.

Overall, Riverside's communication, maintenance standards and complaint handling have been extremely poor. They are by far the most incompetent housing management company I have ever had to deal with.

It will be laughable if Riverside reply to this review, given they can't send a response to my emails. I've just sent a third email chasing a reply to my recent complaint where their initial response made no sense. It proves that they only want to be seen to care, not to actually action meaningful solutions to issues raised by residents

As has already been stated so many times previously by customers, this social housing association (previously IRVINE or whatever equally as abysmal H.A. maybe "trading under the name...") REALLY do employ some despicably devious & cowardly "tenancy support partners" who will constantly lie and discriminate against "softer target*" tenants in order to simplify their work while awaiting a retirement plan.
I'm talking in particular about the Riverside Scotland (SW) team where any genuinely decent employees (with a conscience) have always left becoming aware of their actual workplace culture.

* If you're viewed as vulnerable and/or without a sufficient network of support in place, rather than having the strength of character to deal with the few (unfortunately still residing) notorious tenants who gave the original council estate such an awful reputation in the first place!

I’ve had a blocked bathroom sink for a long time. Today finally Fidel the plumber came and spent several hours and worked very hard to discover the problem and fixed it with new pipes. I’m very happy at last. He did a great job

The most empathetic, patient undestanding help I have received from all the services that I've received and due my diagnosed disability which leave me unable to physically and mentally so I'm impaired and need a lot of help just to live independently at my home.

I've Been under the care or supervision of support, medical,psychiatric and needing advocates to manage things so I am able to keep my own accommodation I have 2 pets chihuahuas who I would be unable to keep if I were not independent social flat with no housing issues it would destroy me not haviny them

EMMA MIDDLETON housing sustainment employed by
THE RIVERSIDE HOUSING

I cannot express the level of gratitude I have this woman has done so much for me in the time since she accepted me on her case load than all the help I've had from every service in the whole time since I was formally diagnosed and then evaluated as needing home support from variety agencies nhs and care services

She isn't even an assigned from care worker she's the riverside housing grous fantastic housing sustain mentioned worker there to help vulnar able riverside residents who need support for many reasons are unable and vulnerable

I have lived in my Riverside tenancy since July 2021. I moved to Scotland from London after growing up in care and after years of abuse from my family. In truth, I ran away from London and started my life again from nothing. I had never been to Scotland before. I did not know a single person here.

This flat was meant to be more than just a tenancy. It was meant to be safety, stability, and a chance to build a life somewhere I could finally feel settled. I have lived with documented mental health conditions for a long time. Because of that, feeling safe at home is not a small thing for me. After my experience with Riverside Scotland, I no longer feel safe or settled here.

In early 2025, Riverside wrote about a dog-fouling complaint identifying me directly but giving no date, time, or evidence. I denied it and asked for specifics. No evidence was provided. A second allegation came later in 2025. I complained about being targeted without evidence. Riverside said they had followed their process. But process alone does not protect you from living under suspicion.

The day after I complained, I was violently attacked in the communal stairwell by the same neighbour who made the unsubstantiated complaints. Police attended. There was eventually a conviction.

I expected Riverside to look at the full context with real care. They recorded some steps. But the response did not feel joined-up, careful, or human enough.

I was avoiding leaving my address because I did not feel safe in the building. I also felt I had no choice but to place my dog with a local foster charity, because I did not feel that either of us was safe while I was still living next to another Riverside tenant who had made the unsubstantiated complaints and then attacked me.

That was devastating. At a time when I already felt alone and forgotten, my dog was my closest companion. Losing him from the flat, even temporarily, made the situation feel even more isolating.

But here’s what destroyed me: nobody at Riverside told me the neighbour had vacated his property..

Months later, I found out my neighbour had vacated a few weeks after he attacked me. The threat was gone. The moment I knew he was gone, I brought my dog home. Finally. After all that time, thinking I was still living next to someone dangerous when he’d already vacated, was soul destroying to me!

That lack of communication matters. A simple conversation telling me the neighbour had moved out would have changed everything. Instead, I was left living as if danger was next door, too afraid to move forward, too afraid to let my dog come home.

After that, I started to wonder whether there was something in Riverside’s records that explained why the relationship felt so cold and defensive.

That is why I made a subject access request.

That is when I discovered the warning marker.

Riverside held a warning marker against me and my property since June 2023 describing me as a medium risk to staff and contractors, based on a disputed allegation (someone shouted “cow” at a housing officer, and I was named as that person, even though I’ve never had a face to face contact with said housing officers and they don’t know me by sight, I’ve never met any housing officer except from when I moved into my home, I only ever email with them and Riverside and I’m polite & respectful). What I still do not understand is how that allegation became part of the basis for a warning marker describing me as a medium risk to staff and contractors for years afterwards. When I challenged the marker, Riverside accepted that disclosure had been incomplete and that review timings had not been handled properly. But it did not accept that the marker itself was wrong. It did not remove it.

One repair record included: “WARNING JOINT VISITING MANDATORY MEDIUM RISK TO CONTRACTORS.” No contractor-related incident has ever been identified to me.

I have never been violent. I hold no hostility towards Riverside staff or contractors. I do not understand why a social landlord treats me as a risk rather than a tenant asking for clear answers.

Living under that label changed how appointments felt. Before repairs, I found myself anxious, wondering what people had been told. You feel pre-judged in your own home.

After the attack, the warning marker felt even more damaging. I was the person attacked in my building, yet I remained subject to a marker describing me as a medium risk that’s been in place for nearly three years, without any supporting evidence.

Because of what this has done to my health and safety, I have submitted a housing application to move home.

I came to Scotland to build a life where I felt safe. Instead, Riverside’s handling has left me feeling treated as a problem to be managed, rather than a person who needed safety, clarity and care. That is not acceptable.​​​​​​​​​​​​​​​​

My 82 year old mother has been waiting two weeks for a leak on her ceiling to be repaired and it's getting worse every day the ceiling is turning brown and I didn't it will be long before mould starts to appear we know were the leak is coming from but riverside housing keeps sending the wrong people to fix it I will be taking photos of the damp and reporting riverside to the council

After weeks of frustration with different plumbers coming and going without solving the problem, Uche from Riverside reached out and assured me he would send the best team for the job. He sent Fidel and Aqeeb, who arrived promptly, accurately diagnosed the issue, and fixed it with complete perfection and professionalism.
They not only resolved the root cause but also installed in a very tidy and professional manner — the installation looks clean, neat, and extremely well done. They refused to leave until everything was working perfectly and the job was finished to the highest standard. Uche, Fidel, and Aqeeb have fully restored my faith in Riverside. I’m truly grateful for the fantastic job they did
Thank you again!