We’re changing our repairs service in line with government advice on Coronavirus. Please see our Coronavirus FAQs for the latest information.
You can report a repair at any time. Our repairs reporting service is open 24 hours a day, 365 days a year.
To report a repair you can login to My Riverside or call our Customer Service Centre on 0345 112 6600, or complete the online form. Please don’t use the website if you have a health and safety or urgent repair, call us.
The Association splits repairs into several categories of urgency. The response time to carry out a repair will largely depend on which category it falls into.
P0 – Health & Safety : Fire, gas leak; boiler fumes leak; water mains leak within property (or flat above); no power; burst radiator (not a minor leak); insecure property; blocked or broken WC (if only one in property); community alarm failure; smoke alarm failure; health & safety related matters. Target Response Time: 4 hrs
P1 – Emergency Repair: Water leak; part power failure; leaking radiator (not a major leak); no hot water; faulty drainage; common stair lighting failure; major rain penetration through roof; safety related matters. Target Response Time: 12 hrs
P3 – Appointable Repairs: All other non-Health & Safety and Emergency Repairs will normally be completed within 28 working days
Please find more information on your right to repair here.
What repairs am I responsible for?
If you are responsible for causing damage then we may ask you to pay to fix the problem.
Your tenancy agreement states what small maintenance and repairs you should be able to carry out to keep your home in good working order. Read our Our House Your Home leaflet for more information.
If you are liable for the cost of a repair and we have to carry it out then you will be charged for it.
We ensure that all of our homes have building insurance to protect them from major issues but it is up to you to pay for your own home contents insurance and to insure your own personal belongings.
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