Find financial reports, performance measures, and key organisational information.
We have a range of policies that guide how we provide services and make decisions, view them below.
Riverside Scotland is committed to helping all adults live safely and free from harm. This policy explains how we work to prevent abuse and neglect, how we respond to any concerns, and how we work with partners to protect people who may be at risk. It also outlines how we handle information responsibly and ensure our staff are trained to provide the right support when it’s needed.
Riverside provides aids and adaptations to help you live safely and independently at home, offering support with everything from small changes like grab rails to larger adaptations such as wet rooms or ramps. We work with Occupational Therapists and local authorities to make sure adaptations are safe, practical and funded where possible, and if a request can’t be approved, we’ll explain why and help you explore other options.
Riverside is committed to keeping customers safe by carefully managing any asbestos that may be present in the buildings we own or maintain. We identify, assess and control asbestos risks in line with UK safety laws, keep accurate records, and make sure this information is available to anyone who may need it. This applies to communal areas in residential buildings, non‑domestic properties, and any work we carry out in customers’ homes. We take proactive steps to monitor risk, share information, and ensure that any work that could disturb asbestos is managed safely and responsibly.
Becoming a member of Riverside Scotland gives customers and others the opportunity to have a say in how the organisation is run. This policy explains who can become a member, how to apply, and the benefits of membership, including the ability to get involved in decision-making and help shape our services. We welcome people who share our values and want to support the work we do in our communities.
Riverside’s Building Safety Management Policy sets out how the organisation ensures safe homes and working environments by identifying key building‑related risks, complying with statutory and regulatory duties, and defining clear responsibilities for managing safety. It outlines the legal framework, core safety principles, and the controls in place to protect customers, colleagues, and contractors across all Riverside properties.
Riverside Scotland is committed to keeping children and young people safe. This policy explains how we prevent, identify and respond to concerns about child abuse or neglect, and how we work with partner organisations to protect those at risk. It also outlines how we share information responsibly and ensure our staff are trained to recognise and act on any concerns.
Our Community Safety Policy explains how we work to keep your neighbourhood safe, supportive and respectful. We take reports of nuisance, anti‑social behaviour and hate crime seriously, offering a fair, harm‑centred response. Our goal is to help you feel secure in your home and confident that any concerns will be handled promptly and sensitively.
Our Complaints Policy explains how we handle concerns fairly, promptly, and transparently. It sets out what you can expect from us, how to raise a complaint, and how we work to resolve issues and improve our services based on your feedback.
Please note: This policy is currently under review, if you would like any advice regarding making a complaint please contact 0345 112 6600. The previous version of this policy can be found below.
Our Customer Care Policy sets out how we provide fair, respectful and accessible services for everyone. It explains what you can expect from us, how we aim to get things right first time, and how we use your feedback to continually improve your experience.
At Riverside, we want our customers to have a real say in how our services are delivered. This policy explains how we involve tenants and residents in decision-making, listen to feedback, and work together to improve services and communities. It also sets out the different ways you can get involved and how we support you to have your voice heard.
Our Damp and Mould Policy explains how we keep your home safe, warm and dry. It sets out how we prevent, respond to and resolve damp and mould issues, what you can expect from us, and how we’ll support you to report problems early so they can be fixed quickly.
Riverside Scotland is committed to supporting anyone affected by domestic abuse. This policy explains how we recognise and respond to abuse, the support we can offer, and how we work with partner organisations to keep people safe. We aim to handle all concerns with care, respect and confidentiality, while helping customers make informed decisions about their safety and wellbeing.
Our Electrical Safety Policy explains how we keep your home safe by regularly inspecting, maintaining and repairing electrical systems. It sets out our responsibilities, what you can expect from us, and how we make sure all electrical equipment in our buildings is safe and compliant.
This policy explains how Riverside Scotland manages payments, benefits and interests to make sure everything is handled fairly, openly and in line with the law. It sets out what is allowed, what is not, and how we prevent any conflicts of interest, helping to protect our customers, communities and the organisation’s reputation.
Our Equality, Diversity and Inclusion Policy explains how we work to ensure everyone is treated fairly, respected and included. It sets out our commitment to preventing discrimination, celebrating diversity and making sure our services and workplaces are welcoming to all.
Riverside Scotland is committed to providing high-quality services and putting things right when they go wrong. This policy explains how we assess and offer financial redress or compensation if our service falls below expected standards, helping to make sure customers are treated fairly and are not left out of pocket as a result.
Our Fire Safety Management Policy explains how we keep you safe by preventing, identifying and managing fire risks in our buildings. It outlines the measures we take to maintain fire safety equipment, complete regular risk assessments and ensure safe evacuation procedures.
Our Fire Safety Management Policy explains how we keep you safe by preventing, identifying and managing fire risks in our buildings. It outlines the measures we take to maintain fire safety equipment, complete regular risk assessments and ensure safe evacuation procedures.
Riverside Scotland is committed to keeping your home safe, warm and well ventilated. This policy explains how we manage gas safety, heating and ventilation systems across our properties, including regular safety checks, maintenance and the steps we take to reduce risks. It also sets out how we meet legal safety standards and ensure your home remains safe to live in.
Our Health, Safety and Environment Policy explains how we put safety first for customers, colleagues and communities. It outlines how we maintain safe places to live and work, protect the environment, and manage risks responsibly so everyone can feel safe and supported.
Our Income Management Policy explains how we support customers to pay rent and other charges on time while helping prevent financial hardship. It sets out how we offer advice, early support and fair recovery actions.
Our Mechanical Equipment Policy explains how we keep equipment such as lifts and other mechanical systems safe in our buildings. It sets out how we inspect, maintain and manage risks to protect customers, visitors and colleagues and meet health and safety standards.
This policy explains how Riverside Scotland manages and maintains shared areas in factored developments, such as entrances, roofs and outdoor spaces. It sets out the services we provide, how costs are shared, and how we work with homeowners to deliver a reliable, good value service with clear communication and support.
Our Radon Gas Policy explains how we identify, monitor and manage the risk of radon gas in our buildings. It sets out the steps we take to test properties, reduce risks where needed, and protect the health and safety of customers, colleagues and visitors.
Our Responsive Repairs Policy explains how we deal with day‑to‑day repairs in your home and communal areas. It sets out what repairs we’re responsible for, how to report them, and the timescales we work to so your home stays safe, warm and in good working order.
This policy explains how Riverside Scotland sets and reviews rents for its homes, making sure they are fair, affordable and in line with legal and regulatory requirements. It balances the need to provide good quality, well‑maintained homes with keeping rents at a level customers can manage.
This policy explains how we look after and maintain our homes, ensuring they are safe, comfortable and in good condition for our customers. It sets out the standards you can expect from our repairs service, how we prioritise work, and the responsibilities we all share. Our aim is to provide a reliable, high-quality service that offers value for money and keeps your home well maintained.
Our Statement of Tax Policy explains how we manage our tax affairs responsibly and transparently. It sets out our approach to tax compliance, risk management and working with HMRC, ensuring we pay the right amount of tax while supporting our charitable objectives.
Our Tenancy Fraud Policy explains how we prevent, detect and deal with tenancy fraud, such as unlawful subletting or false applications. It sets out how to report concerns, how cases are investigated, and how we protect homes so they are used fairly by those who need them most.
Our Tenancy Policy explains the different types of tenancies we offer and how they are managed. It sets out what customers can expect from us, how we support people to sustain their tenancy, and the steps we take to ensure homes are let and managed fairly and responsibly.
This policy explains how Riverside Scotland manages and maintains trees and woodland areas across our estates. Our aim is to keep these areas safe, healthy and attractive, while protecting wildlife and enhancing the environment. It also sets out how we respond to customer concerns and make decisions about tree maintenance and safety.
This policy explains how Riverside manages situations where customer behaviour becomes unacceptable, while continuing to treat everyone fairly and respectfully. It outlines the types of behaviour that may affect our service, how we respond, and the steps we take to support customers while ensuring the safety and wellbeing of colleagues, contractors and other customers.
This policy explains how Riverside Scotland manages empty properties and prepares them for new customers. Our aim is to re-let homes quickly while making sure they are safe, clean and ready to move into. It also outlines how we balance speed, quality and fairness to support sustainable communities and provide a positive experience for new tenants.
Our Water Safety Policy explains how we manage and reduce risks from water systems in our buildings. It sets out how we identify, monitor and control issues such as water hygiene, helping keep customers, colleagues and visitors safe.