Riverside in North East - How well are we doing?

Customer Service Centre

Our Customer Service Centre (CSC) is open 24 hours a day, 365 days a year. If you are a Riverside tenant please call:
0845 111 0000 or with inclusive call packages or mobile phones, it may be cheaper to call 0345 111 0000

Textphone/Minicom 0845 1117766

Or email enquiries@riverside.org.uk

Our staff are fully trained to answer all of your enquiries, including payment enquiries, repairs requests and general enquiries regarding finding a home with us.

Since January 2006 the CSC has taken 29061 calls from Riverside tenants in the North East.

In December 2008 the CSC took 1110 calls from Riverside tenants in the North East.

During December 2008 calls were answered within 31 seconds

Key Performance Indicators

Gas Servicing
98.9% of properties have a valid Gas Safety certificate. Appropriate action is being taken to enforce compliance with the 1.1% tenants who have not provided access.

Emergency (24 hour) repairs 93% completed within 24 hours

Urgent (5 day) repairs 97% completed within 5 working days

Routine (10 day) repairs 94% completed within 15 working days

Customer Feedback April - June 2008

We have received:

16 compliments

14 formal complaints

2 comment (suggestion)

We also surveyed 78 tenants who have benefited from major improvements such as new kitchens. All tenants were satisfied with the work and the service provided. Our repairs satisfaction continues to be high (90%) but we are concerned about the satisfaction with opportunities for participation in management and decision making (60%).

We have a range of opportunities for involvement, depending on the preferences of tenants, and will be monitoring this area closely to see what improvements can be made. We will also be announcing the results of the latest Tenant Satisfaction survey. Thanks to all tenants who completed this survey.