See how your feedback is helping improve communities and services across Scotland.
Here are some of the ways your feedback has helped us make a difference May to July.
You told us:
You want cleaner, tidier neighbourhoods and more opportunities to get involved in your community.
We did:
We worked with our responsive repairs contractor, Bell Group, local schools and community groups to organise a community litter pick in Pennyburn. Residents, young people and volunteers came together to improve the local environment and help keep the area clean and welcoming.
The difference:
Cleaner shared spaces, stronger community pride and more opportunities for residents to work together to improve their neighbourhood.
You told us:
You wanted more local activities and opportunities to meet neighbours, stay active and get involved in your community.
We did:
Working with partner organisations across Ayrshire and Dumfries, we delivered a range of community events, including a Football Fun Day in Kilwinning and a Family Fun Day at The Crichton in Dumfries. These events brought together local families, community groups and housing organisations.
The difference:
Residents had more opportunities to connect with others, enjoy local activities, access support and strengthen community spirit.
You told us:
Residents at Hawthorn Place asked for a more comfortable and welcoming communal space, including better seating, tables and a library area.
We did:
We refurbished the day room with new seating and tables and created a community library with new bookcases. We're also planning further improvements and activities shaped by resident feedback.
The difference:
Residents now have a more comfortable space to socialise, relax and spend time together.
You told us:
You told us it's important that we're visible in your communities, listen to local concerns and take action when issues are raised.
We did:
Between May and July, we carried out 14 estate walkabouts across Ayrshire and Dumfries & Galloway, giving residents the opportunity to speak directly with our teams. To improve how we respond to concerns, our Complaints Officer will also attend future walkabouts whenever possible.
The difference:
We're able to identify issues more quickly, better understand local priorities and work with residents and partners to resolve problems sooner.
You told us:
You wanted more opportunities to influence decisions and help shape Riverside's services.
We did:
We launched the Tenant and Resident Influence Partnership (TRIP), a UK-wide customer group that helps shape services and review performance. Following recruitment in Scotland, Faith from our Scotland Service Improvement Group joined TRIP as a Scottish representative.
The difference:
Scottish customers now have a stronger voice in decisions that affect services locally and across Riverside, helping ensure customer feedback leads to meaningful improvements.
You told us:
You wanted Riverside to support local people with opportunities to learn new skills, gain experience and access employment pathways.
We did:
As part of our Communities and Livelihoods Action Plan, we created two Modern Apprenticeship opportunities and welcomed Beth, our Housing Apprentice, and Maria, our Business Administration Apprentice, to the Scotland team.
The difference:
Local people have more opportunities to develop skills, gain valuable work experience and build careers in housing and business administration.
You told us:
You were concerned about affordability and the ongoing impact of rising living costs.
We did:
Following feedback from our rent consultation, we launched Housing Perks, a free app that gives Riverside Scotland tenants access to discounts and savings at more than 100 high street and online retailers. Customers can choose to keep the savings or pay them directly into their rent account.
The difference:
Tenants have access to extra financial support, helping make everyday spending more affordable and providing another way to manage household budgets.
You told us:
You wanted clearer communication, better updates and more transparency about how anti-social behaviour cases are handled.
We did:
Our Service Improvement Group carried out a detailed review of our anti-social behaviour service, looking at how cases are managed, how we communicate with customers, how we work with partners and how we support victims and witnesses. They developed recommendations to strengthen our processes and improve the customer experience.
The difference:
We're improving how we communicate about anti-social behaviour cases, helping customers better understand what to expect and ensuring support is clear, consistent and accessible.
You told us:
You wanted more information about maintenance works, estate management and services in your area.
We did:
We continued publishing our Factored Owners Newsletter, providing updates on maintenance and improvement works, landscaping programmes, local environmental issues and support available to homeowners.
The difference:
Factored owners have easier access to information about services, planned works and how we're responding to local issues.
You told us:
You wanted a stronger voice in decisions that affect your homes and services.
We did:
We invited tenants to apply to join TRIP (Tenant and Resident Influence Partnership) and promoted new customer panels covering areas such as repairs, complaints and service charges. We also introduced additional groups focused on service improvement, accessibility and communications.
The difference:
Customers have more opportunities to influence decisions, review performance and help shape future services across Riverside.
You told us:
You want us to be visible in your communities, listen to local issues and take action when concerns are raised.
We did:
Between February and April, we carried out 11 estate walkabouts across Ayrshire and Dumfries & Galloway. These visits gave customers the opportunity to speak directly with our teams about local priorities. To strengthen this approach, our Complaints Officer will now attend walkabouts whenever possible.
The difference:
We're better able to identify local issues, spot recurring concerns and work more quickly with residents and partners to find solutions.
You told us:
You wanted simpler information about mutual exchanges and a clearer explanation of the process.
We did:
We created a new Mutual Exchange guide for tenants, explaining how mutual exchanges work, how to apply, what checks are involved and what customers need to do throughout the process.
The difference:
Customers have access to clear, easy-to-understand guidance, making it easier to explore housing options that better meet their needs.
You told us:
You raised concerns about repairs and wanted us to learn from complaints to improve the service you receive.
We did:
We strengthened our partnership with Bell Group by introducing monthly review meetings to discuss repairs-related complaints, identify recurring issues and agree actions to address them.
The difference:
We're improving communication, increasing accountability and using customer feedback to help deliver a better repairs service.
You told us:
You wanted more local support and a stronger Riverside presence in Dumfries.
We did:
We continued to expand our Housing First for Families service in Dumfries, providing dedicated support to local families. We're also exploring options for a more central local office, with plans for regular visits from our asset team to meet customers, discuss concerns and understand local priorities.
The difference:
Customers in Dumfries will have improved access to support, stronger local engagement and more opportunities to influence services in their community.
You told us:
You wanted cleaner, better-maintained outdoor spaces and improvements to areas affected by overgrown or untidy landscaping.
We did:
Using feedback from residents and colleagues, we carried out landscaping improvements at Glenapp Place, Sundrum Place and Culzean Place. This included creating dedicated bin storage space, removing dead or overgrown shrubs and improving the appearance of communal areas with new turfing.
The difference:
Residents can enjoy cleaner, tidier and more attractive neighbourhoods that are easier to maintain and use.
You told us:
You told us that rising living costs are making life more difficult for many families.
We did:
We expanded our annual Christmas Toy Campaign, supporting more than twice as many children as the previous year. Working with Tenant Partners, we provided gifts for 124 children living in Riverside Scotland homes. We also supported local foodbank initiatives through staff donations to help families access essential items during the festive period.
The difference:
More families received practical support during a difficult time, helping to reduce financial pressures and ensure children could enjoy Christmas.
You told us:
You wanted straightforward information about the service standards you can expect from Riverside and how we use customer feedback to improve.
We did:
Working with our Service Improvement Group, we reviewed our Customer Care Policy and developed a new customer leaflet explaining service standards, response times, accessibility commitments and how customer feedback influences our services.
The difference:
Customers will have clearer, more accessible information about their rights, our commitments and the standards of service they can expect.
You told us:
You wanted a greater say in the priorities and improvements planned for your community.
We did:
We completed neighbourhood plan surveys in Irvine and Dumfries, gathering feedback from local residents about the issues and improvements that matter most to them. We're now reviewing the results and developing local offers for each area.
The difference:
Customer feedback will directly shape local priorities, helping ensure future improvements reflect the needs of each community.
You told us:
You wanted regular updates on how we're performing and greater transparency about our services.
We did:
We introduced quarterly performance updates in Word on the Street, keeping customers informed about key performance results and progress across our services. Our latest update showed improvements in customer satisfaction with repairs and an increase in repairs completed right first time.
The difference:
Customers have a clearer understanding of how we're performing and can see where we're making improvements and where we still need to do better.
You told us:
You were frustrated by longer waiting times when contacting our Customer Service Centre and wanted easier ways to get in touch.
We did:
We promoted our digital services, including the My Riverside app, Live Chat and email options, and updated our communications to make these channels easier to find. We also reminded customers that they can contact their Tenant Partner directly for tenancy-related enquiries.
The difference:
Customers have more ways to contact us, making it easier to access support through the channel that works best for them.
You told us:
You wanted information about our performance to be clearer, more accessible and easier to read.
We did:
Working with our Service Improvement Group, we redesigned our Annual Performance Report using customer feedback. The updated report includes more images, clearer graphics, less text and improved presentation of key performance information.
The difference:
Customers can more easily understand how we're performing and how we're investing in homes, services and communities.
You told us:
You wanted clearer information about the service you can expect from us and how we put customers first.
We did:
We began reviewing our Customer Care Policy in partnership with the Service Improvement Group to ensure it clearly sets out our service standards, commitments and approach to customer feedback. We're also producing a customer-friendly guide to make the policy easier to understand.
The difference:
Customers will have clearer information about what they can expect from Riverside and how we are committed to delivering fair, respectful and accessible services.
You told us:
You were concerned about ongoing fly-tipping and the impact it was having on the local environment.
We did:
We organised a Skip Day in Pennyburn, giving residents a convenient way to dispose of unwanted items responsibly. We also shared information about arranging bulk uplifts and highlighted the growing cost of fly-tipping to our communities.
The difference:
Residents had a practical way to dispose of large items, helping to reduce waste in the area and keep neighbourhoods cleaner, safer and more attractive.
You told us:
You raised concerns about repairs and told us that some aspects of the repairs service could be improved.
We did:
We introduced monthly complaints review meetings with our repairs contractor, Bell Group, to look at repairs-related complaints in more detail. Together, we're reviewing trends, identifying recurring issues and agreeing actions to improve the service customers receive.
The difference:
Customer feedback is helping us make improvements to the repairs service and strengthen accountability with our contractors.
You told us:
You wanted regular updates on how we're performing and greater transparency about our services.
We did:
We began sharing quarterly performance updates with customers through Word on the Street, providing information about what's working well and where we're focusing improvement efforts.
The difference:
Customers have better access to information about our performance and can see how we're delivering against our commitments.
You told us:
You wanted complaints to be handled fairly, consistently and in a way that helps improve services.
We did:
Our Service Improvement Group carried out a review of complaints handling, including communication, complaint outcomes and Ombudsman escalations. The group developed recommendations for improving the service, which have been shared with our Board for consideration.
The difference:
Customer insight is helping us strengthen how complaints are managed and ensuring feedback continues to drive service improvements.
You told us:
Residents at Hawthorn Place wanted improvements to their building and shared spaces.
We did:
We completed a major refurbishment programme at Hawthorn Place, including a new roof, removal of the leaking atrium, upgraded lighting, internal and external decoration, and new carpets in all communal areas through Bell Group's community benefits programme.
The difference:
Residents now benefit from a safer, brighter and more welcoming environment, with improvements that enhance comfort and quality of life.
You told us:
You said it can be difficult to attend estate walkabouts because of work, family or caring commitments.
We did:
Alongside estate walkabouts, we've committed to providing more opportunities to meet Tenant Partners in local communities, including community events, investment meetings and other face-to-face engagement activities. During July and August, we carried out walkabouts in Irvine, Dundonald, Monkton and Kilmarnock.
The difference:
More customers can share their views in ways that suit them, helping us better understand local priorities and respond to community concerns.
You told us:
You want us to listen to your concerns, take action when problems are reported and make it easier to contact us.
We did:
Our Complaints Officer continues to gather feedback from customers and follow up on concerns, including outside normal office hours. When a tenant raised a complaint about persistent flooding at their property, we arranged a joint visit with our contractor, identified a solution and completed the required repairs.
The difference:
Customers have more opportunities to share feedback, and issues can be investigated and resolved more effectively, helping improve confidence in our services.
You told us:
You want Riverside to provide support that goes beyond housing and helps people overcome everyday challenges.
We did:
Over the past year, we worked with partners to provide practical support for customers and families, including beds for households in need, financial advice, fuel vouchers, food support, furniture and white goods. We also funded driving lessons and continued to expand our Housing First for Families programme.
The difference:
More customers have access to the support, advice and opportunities they need to improve their wellbeing, maintain their tenancy and build a brighter future.
You told us:
You told us that communication about fencing repairs following Storm Eowyn could be clearer.
We did:
We provided an update through our Word on the Street newsletter and committed to sharing regular progress updates. Following the storm, we carried out urgent safety work and launched a programme of permanent fencing repairs across affected communities, with works continuing throughout 2025.
The difference:
Customers are receiving more information about repair programmes and have a better understanding of what work is taking place in their area.
You told us:
You wanted your feedback from the Big Conversation survey to result in meaningful improvements to services and neighbourhoods.
We did:
Using your feedback, we're developing a new action plan focused on the issues that matter most to customers. This includes creating neighbourhood plans shaped by local priorities, improving contractor monitoring, increasing investment in energy efficiency, introducing clear customer service standards and providing regular updates on actions we've taken.
The difference:
Customer feedback is helping to shape future investment, service improvements and local priorities across our communities.
You told us:
You said that attending estate walkabouts can be difficult because of work, family and caring commitments.
We did:
Alongside our estate walkabouts, we've committed to creating more face-to-face opportunities for customers to meet their Tenant Partner and discuss local issues. These include community events, investment meetings and other engagement activities.
The difference:
More customers can share their views in ways that are accessible and convenient, helping us better understand and respond to local concerns.
You told us:
You wanted to see more opportunities for young people in your communities.
We did:
We welcomed a local secondary school pupil for work experience and partnered with CEIS Ayrshire and Bell Group to support unemployed young people in Pennyburn. As part of the project, participants gained practical experience while helping redecorate a local community centre, with potential pathways into apprenticeships.
The difference:
Young people have more opportunities to gain skills, build confidence and explore future employment opportunities within their local area.
You told us:
You want responsive, helpful services and for us to listen when things don't go as expected.
We did:
Our Complaints Officer reviews customer feedback every week, including both compliments and complaints. We contact customers who are unhappy with our service to better understand their concerns and work towards resolving them. In response to feedback, we've also introduced later call-back times for customers who are unavailable during normal working hours.
The difference:
We're able to respond more effectively to customer concerns, improve our services and make it easier for more customers to speak with us at a time that suits them.
You told us:
You want us to be visible in your communities and take action on issues affecting your neighbourhood.
We did:
Our teams carried out ten estate walkabouts across communities including Kilmarnock, Dundonald, Lawthorn, Irvine, Kilwinning, Dumfries, Drongan, Harbourside and Montgomerie Park. These visits gave residents the opportunity to raise local concerns directly with us.
The difference:
We can identify issues sooner, understand local priorities and work with residents and partners to improve neighbourhoods.
You told us:
You want your views to influence the services we provide and the improvements we make.
We did:
We completed 1,000 follow-up surveys as part of our Big Conversation programme, gathering feedback from tenants and factored owners on our services, future priorities and areas for improvement.
The difference:
Customer feedback will directly inform future service improvements and help us focus on the things that matter most to residents.
You told us:
You wanted clearer information about repairs responsibilities and what to expect when moving into a Riverside home.
We did:
Following feedback from our Service Improvement Group, we updated our website and Welcome Brochure with clearer information about repairs responsibilities. We also added information about void standards and what customers can expect when they begin a tenancy.
The difference:
Customers can now find clear, easy-to-understand information about who is responsible for repairs and what support and services Riverside provides.
You told us:
Customers and partners highlighted the growing need for tenancy support services in Dumfries & Galloway.
We did:
We expanded our Housing First for Families service by recruiting a dedicated Housing First for Families Officer for Dumfries & Galloway. This role provides tailored support and helps families access the services they need to sustain their tenancy.
The difference:
More families can access personalised support, helping them build stable tenancies and improve long-term outcomes.
You told us:
You wanted more opportunities for families and young people to take part in local community events.
We did:
We delivered an Easter Fun Day for children in Pennyburn and supported community Easter events in Dumfries and Drongan by donating Easter eggs for local egg hunts.
The difference:
Families had more opportunities to come together, take part in community activities and enjoy events in their local area.
You told us:
You were concerned about fly-tipping, litter and environmental issues affecting the Pennyburn area.
We did:
We worked with our Tenant Partners, local residents, North Ayrshire Council and contractors to tackle fly-tipping hotspots and remove dumped items. We also carried out an estate walkabout in February with residents, councillors and council partners to identify and address local issues, including fly-tipping, litter, dog fouling, storm damage and parking concerns.
The difference:
We're taking action to create cleaner, safer neighbourhoods and working with residents and partners to prevent issues from becoming recurring problems.
You told us:
You wanted a greater say in the improvements and priorities for your local area.
We did:
We introduced neighbourhood plans for our communities, giving residents the opportunity to share their views through local surveys. Feedback from customers will help shape local priorities, guide future improvements and inform our local offers.
The difference:
Residents have a stronger voice in deciding what matters most in their neighbourhood, helping ensure local improvements reflect community priorities.
You told us:
You wanted affordable rent increases while continuing to invest in the services that matter most to you.
We did:
We consulted customers on the 2025/26 rent increase and received more than 400 responses. You told us your top priorities were repairs and maintenance, home improvements, estate management, window replacements, and investment in roofs and building exteriors. After considering your feedback, we agreed a 3.2% rent increase, allowing us to invest an additional £73,000 in enhanced services and neighbourhood improvements.
The difference:
Customer feedback directly influenced the final decision, helping us protect key services while investing more in the areas residents told us were most important.
You told us:
You wanted to know how your feedback would be used and what improvements would happen in your community.
We did:
We committed to ring-fencing the additional income generated through the rent increase and carrying out surveys and local engagement events across our communities to gather further feedback on improvements, including landscaping, trees and fencing.
The difference:
Customers have more opportunities to influence local investment decisions, and we'll continue reporting back on how feedback is shaping improvements in your neighbourhood.