Frequently asked questions

• You can contact us 24 hours a day, 7 days a week, 365 days a year.
• The quickest way to report a repair is through your online account, My Riverside.
• If your repair is an emergency, call us immediately on 0345 112 6600.
• Report non-emergency repairs in the way that suits you – by phone, Live Chat, email or through My Riverside.

An emergency repair is a problem that needs immediate attention because it could put your safety, security or home at risk.

Examples include:

• A gas leak or smell of gas.
• Loss of heating, hot water or mains water supply.
  
• A blocked drain or sewage overflowing into your home.
• A leak that could cause damage to your home.
• A problem flushing your toilet.
• A problem with water systems in a communal area.

If you have an emergency repair, call us immediately on 0345 112 6600.

• Log in to My Riverside to check the status of your repair.
• You'll be able to see updates, upcoming appointments and completed repairs.
• If you can't access My Riverside, contact us and we'll be happy to help.

If you rent a home from us, we're responsible for maintaining the structure of your home and repairing things we've installed, including:

• Roofs, walls, windows and doors
• Heating and hot water systems
• Electrical wiring and fittings
• Plumbing, pipes and drains
• Kitchens and bathrooms installed by us
• Shared and communal areas
  

You're responsible for looking after your home and carrying out minor repairs, including:

• Replacing light bulbs
• Decorating your home
• Maintaining appliances you own
• Replacing lost keys
• Repairing damage caused by you, your household or visitors

A communal repair is a problem in a shared area of your building or neighbourhood that we are responsible for.

Examples include:

• Broken communal doors or entry systems.
• Faulty lighting in shared areas.
• Damaged pathways, steps or handrails.
• Problems with lifts.
• Overflowing bins or bin store issues.
• Damage to shared fences, gates or walls.

You can report a communal repair through My Riverside or by using our online communal repair form. If it's an emergency, call us immediately on 0345 112 6600.

You may need our permission before making changes to your home.

Examples include:

• Replacing your kitchen or bathroom.
• Installing a shower.
• Replacing windows or doors.
• Building an extension or conservatory.
• Making structural alterations.

Contact us before you start any work. If permission is needed, we'll explain what you need to do.

An adaptation is a change to your home to help you live more safely and independently if you have a disability or reduced mobility.

Examples include:

• Grab rails.
• Lever taps.
• Key safes.
• Flashing doorbells.
• Ramps.
• Level-access showers.
• Stairlifts.

To request an adaptation:

• For minor adaptations, contact our Customer Service Centre on 0345 112 6600.
  
• For major adaptations, contact your local authority to arrange an Occupational Therapist (OT) assessment.
• We'll guide you through the next steps and keep you updated throughout the process.

Read more about aids and adaptations →

There are several ways to pay your rent, so you can choose the option that works best for you.

You can pay:

• By Direct Debit – your rent is paid automatically, and you choose the payment date.
• Online – log in to My Riverside to view your account and make a secure payment.
• By phone – call 0345 112 6600 and select the payment option. You'll need your Easypay number.
• In person – pay by cash or card at any Post Office or PayPoint.

Read more about paying your rent →

You can check your rent account anytime using My Riverside.

You'll be able to:

• View your current balance.
• Check your rent charges.
• See your recent payments.

Log in to My Riverside to manage your account online.

Read more about My Riverside benefits →

A Direct Debit is the simplest way to pay your rent.

With a Direct Debit:

• Your rent is paid automatically.
• You choose your payment date.
• You don't have to remember to make a payment each month.

Call us on 0345 112 6600 to set up or change  a Direct Debit.

If you're worried about paying your rent, contact us as soon as possible.

We can help you:

• Understand your options.
• Get support with managing your payments.
• Access money and budgeting advice.

The sooner you get in touch, the sooner we can help.

Read more about getting help with rent payments  →

A service charge helps pay for services in shared areas where you live.

Examples include:

• Cleaning communal areas.
• Grounds maintenance.
• Communal lighting.
• Shared repairs and maintenance.

Your tenancy agreement will tell you if you pay a service charge.

Read more about service charges →

If you're struggling with money, we're here to help.

We can support you with:

• Budgeting.
• Managing your rent payments.
• Accessing financial support.
• Maximising your income.

Contact us to speak to our Money Advice team.

Read more about money advice and support →

If you're struggling to pay your rent, you may be able to get financial support.

You may be able to claim:

• Universal Credit.
• Housing Benefit (if you're eligible).
• Discretionary Housing Payments (through your local council).

If you're not sure what you're entitled to, our Money Advice team can help you understand your options and access the support available.

Read more about money advice and support →

If you smell gas, act quickly to keep yourself and others safe.

You should:

• Open all doors and windows.
• Turn off the gas supply at the meter, if you know where it is.
• Don't smoke or light matches.
• Don't turn electrical switches or appliances on or off.
• Call the National Gas Emergency Service free on 0800 111 999.
• Make a note of your incident number for any follow-up work.

Read more about gas safety →

We'll contact you around two months before your annual gas safety check is due to arrange a convenient appointment. It's important that you allow access so we can carry out this essential safety inspection.

If you've noticed damp or mould in your home, let us know as soon as possible.

You can report:

• Damp patches on walls or ceilings.
• Mould growth.
• Condensation problems.
• Water leaks that may be causing damp.

Report damp and mould through My Riverside, by Live Chat, email or by calling us on 0345 111 0000 (or 0300 123 9966 if you're a former One Housing customer).

We'll arrange an inspection and, if needed, carry out repairs to resolve the problem.

Read more about damp and mould →

If you think something in your home or building is unsafe, let us know as soon as possible.

You can report concerns about:

• Fire safety.
• Electrical safety.
• Gas safety.
• Structural damage.
• Shared areas or building safety.

Contact us by phone, Live Chat, email or through My Riverside. If there's an immediate risk to you or others, call us straight away.

Call 0345 112 6600.

Read more about home safety →

If there's an emergency in your home, act quickly to keep yourself and others safe.

Depending on the emergency:

• Call 999 if there's an immediate risk to life or a fire.
• Call the National Gas Emergency Service on 0800 111 999 if you smell gas.
• Call Riverside immediately if your home has an emergency repair, such as a major leak or loss of essential services.
• Leave the building if it's unsafe to stay inside and follow any emergency advice from the emergency services.

Read more about home safety and emergency repairs →

If you're experiencing anti-social behaviour (ASB), report it to us as soon as possible.

Examples include:

• Noise nuisance.
• Harassment or intimidation.
• Vandalism or graffiti.
• Drug-related activity.
• Threatening or abusive behaviour.

Contact us with as much information as you can, including what happened, when it happened and who was involved. If you're in immediate danger, call 999.

Read more about reporting anti-social behaviour → 

If your home no longer meets your needs, you may be able to move to another Riverside property.

You may be able to:

• Apply for a transfer.
• Exchange your home with another tenant.
• Apply through your local housing register.

We'll help you understand the options available to you.

Read more about swapping your home →

If you're ending your tenancy, let us know as soon as possible.

Before you leave:

• Give the required notice.
• Leave your home clean and empty.
• Return all keys.
• Make sure any belongings have been removed.

We'll let you know what happens next and arrange any final checks.

You may be able to keep a pet, depending on your tenancy agreement and the type of home you live in.

Before getting a pet:

• Check your tenancy agreement.
• Ask us if you're unsure.
• Make sure your pet doesn't cause nuisance or damage.

Some homes may have restrictions on the type or number of pets allowed.

You may need our permission before making changes to your home.

Examples include:

• Decorating or altering your home.
• Installing a new kitchen or bathroom.
• Replacing windows or doors.
• Building an extension or conservatory.
• Making structural changes.

Contact us before starting any work. We'll let you know if permission is needed and explain the next steps.

My Riverside lets you manage your tenancy and access services online, anytime you want.

You can:

• Report and track repairs.
• Pay your rent and check your balance.
• View your rent account.
• Update your contact details.
• Manage your appointments.

Read more about My Riverside benefits →

You can register for My Riverside online in just a few minutes.

Before you start, you'll need:

• Your tenancy or rent account number.
• Your email address.
• Some personal details to verify your account.

Once you've registered, you can access your account anytime.

You can log in to My Riverside online or through the app.

You'll need:

• Your email address or username.
• Your password.

If you're having trouble logging in, you can reset your password or contact us for help.

If you've forgotten your password, you can reset it online by clicking "Forgot my password".

You'll need:

• The email address you used to register.
• Access to your email to follow the reset instructions.

If you're still having trouble, contact us and we'll be happy to help.

You can keep your contact details up to date through My Riverside.

You can update:

• Your email address.
• Your phone number.
• Your contact preferences.

If you can't update your details online, contact us and we'll help you.

Yes. You can use the My Riverside app to manage your account wherever you are, on your mobile or tablet.

With the app, you can:

• Report and track repairs.
• Pay your rent.
• Check your rent account.
• Manage your appointments.

Download the app from your device's app store.

• Download from the Apple App store
  
• Download from Google Play store
  

You can apply for a Riverside home in a number of ways, depending on the type of home you're looking for.

You can:

• Apply through your local council's housing register.
• Search and apply for homes on our website.
• Apply for shared ownership or private rent homes, where available.
   
  

Read more about finding a home →

You may be able to swap your home with another social housing tenant through a mutual exchange.

Before you move:

• Find another tenant to swap with.
• Get approval from both landlords.
• Wait until permission has been confirmed.
  

Read more about swapping your home →

We're sorry if we've let you down. If something has gone wrong, we'd like the opportunity to put it right.

You can make a complaint in a way that works best for you:

• Online
• By phone
• By email
• In writing

We'll acknowledge your complaint and explain what happens next.

Read more about our complaints process and how to get in touch →

Once we've received your complaint, we'll investigate what happened.

We'll:

• Acknowledge your complaint.
• Keep you updated.
• Explain our decision.
• Let you know if any action will be taken.

Read more about our complaints process →

We aim to resolve complaints as quickly as possible.

Our complaints process includes:

• Stage 1 response times.
• Stage 2 review times, if needed.
• Updates if we need more time.

We'll keep you informed throughout.

Read more about our complaints process →

If you're not happy with our response, you can ask us to review your complaint.

If you're still dissatisfied after we've completed our process, you can contact:

• The Housing Ombudsman Service.
• Other relevant independent bodies, where appropriate.

We welcome your feedback and suggestions.

You can:

• Share a compliment.
• Tell us about your experience.
• Suggest ways we can improve.

Your feedback helps us improve our services.

Give feedback →

You can contact us in the way that works best for you.

You can get in touch:

• By phone.
• Through Live Chat.
• By email.
• Through My Riverside.

View all contact options →

You can contact your Tenant Partner between 10am and 4pm, Monday to Friday, excluding public holidays.

If you leave a voicemail, we aim to respond within two working days.

You can contact us 24 hours a day, 7 days a week, with different services available at different times.

Our opening hours are:

• Phone: 24 hours a day, 7 days a week.
• My Riverside: Available 24/7.
• Email: Send us an enquiry anytime.
• Live Chat: Monday to Friday, 10am–2pm.

Emergency repairs can be reported at any time by calling 0345 112 6600.

Live Chat is a quick way to get help online.

You can use Live Chat to:

• Ask questions.
• Get help with your account.
• Find the right service.
• Speak to our Customer Service team.

Live Chat is available Monday to Friday, 10am–2pm.

Start a Live Chat →

Keeping your contact details up to date helps us contact you when we need to.

You can update:

• Your phone number.
• Your email address.
• Your contact preferences.

The quickest and easiest way to update your details is through your online account My Riverside.
 
If you can't access My Riverside, contact us in a way that works best for you.

View all contact options →

If you're a journalist or media representative, our Communications team can help.

You can contact us about:

• Media enquiries.
• Interviews.
• Press statements.
• Filming requests.
  

Contact our Media Office →

We're always interested in working with organisations that share our values.

This may include:

• Partnerships.
• Community projects.
• Supplier opportunities.
• Corporate enquiries.

Get in touch and we'll direct your enquiry to the right team.