Independent · not part of Riverside
Riverside repairs: how to report a repair, phone numbers and timescales
How to report a repair to Riverside: the repairs phone numbers and emergency line, reporting a repair online, and how long Riverside has to fix it. Riverside’s own target for routine repairs is 20 working days.
Other names: One Housing
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: riverside.org.uk
Has Riverside been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Riverside’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Riverside’s emergency line is here.
How to report
Reporting a repair to Riverside
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Riverside misses its own target, complain. You may also be able to claim.
- Live chatMonday to Friday, 10am to 2pm.
- Emailinfo@riverside.org.uk
- Communal repairsReport problems in shared areas such as entrances, hallways, lifts and bin stores online: riverside.org.uk/manage-your-home/repairs-and-maintenance/report-a-communal-repair
Emergency repairs
When to call Riverside straight away
Phone Riverside straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours a day, 365 days a year, including for emergencies. The number is in Riverside’s repair contacts.
- 01A smell of gas or a suspected gas or carbon monoxide leak
- 02Serious damp and mould
- 03No heating, hot water or water supply
- 04Burst pipes or flooding you can’t control
- 05Blocked drains or sewage overflowing
- 06No power at all
- 07Damaged electrical wiring or fittings
- 08A front door that won’t lock
What counts as an emergency, from riverside.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Riverside.
Timescales
How long Riverside has to fix it
Riverside’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Riverside’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 12 hoursFor example, no heating, hot water, water or electricity. Riverside aims to respond within 4 hours and attend and make safe within 12 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Damp, mould and other hazards (emergency) | 24 hoursAttend and make safe. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working daysFor example, pests, lighting faults, severe mould or hazards in shared areas. | No fixed legal limit unless it’s a hazard |
| Damp, mould and other hazards (significant) | 10 working daysTo investigate. | No fixed legal limit unless it’s a hazard |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Planned | 40 working daysBigger jobs such as structural or roof work and major damp works. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency hazards are investigated and made safe within 24 hours. Other serious hazards are investigated within 10 working days, with a written summary within 3 working days and safety work done within 5 working days of the investigation. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from riverside.org.uk and Riverside’s damp and mould page, checked 14 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 working days ago? That’s past Riverside’s own target. You could claim compensation.
Start your claimYour options
If Riverside doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Riverside for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Riverside
This can get Riverside to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Riverside to put things right. In its recent decisions about Riverside, it ordered between £400 and £1,000 in compensation.
How to complain to RiversideYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Riverside
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Riverside
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days of asking to escalate, with a reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Riverside to put things right.
Riverside’s record
How Riverside performs on repairs
of Riverside tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Riverside in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Riverside
- How it handled structural issues at the property.Maladministration
£400 ordered - How it handled a leak and the associated damp and mould.Maladministration
£1,000 ordered
Sources: Riverside tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Riverside’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Riverside repairs: questions
What is Riverside’s repairs number?
0345 111 0000 (Repairs line) or 0300 123 9966 (Former One Housing customers). Open 24 hours a day, 365 days a year, including for emergencies.
What is Riverside’s emergency or out of hours repairs number?
0345 111 0000 (Repairs line). Open 24 hours a day, 365 days a year, including for emergencies.
Can I report a repair to Riverside online?
Yes, at my.riverside.org.uk. Report non-emergency repairs and track them through the My Riverside portal or app. You need an account.
How long does Riverside have to fix a repair?
Its own targets run from 12 hours (emergency) to 40 working days (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Riverside tenants?
Since 27 October 2025, Riverside must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Riverside’s own damp and mould commitment: Emergency hazards are investigated and made safe within 24 hours. Other serious hazards are investigated within 10 working days, with a written summary within 3 working days and safety work done within 5 working days of the investigation.
How do I complain about a repair to Riverside?
Complain to Riverside first, online, by email (info@riverside.org.uk) or by phone on 0345 111 0000. Acknowledged within 5 working days, with a reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Riverside?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Riverside for you. It’s free to check.
Start your claimIs Report Repair part of Riverside?
No. Report Repair is independent and not part of Riverside or any council or housing association. We show Riverside’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Riverside has to fix, by problem
Not Riverside?
Other landlords in the North of England
- Home Group repairsHousing association
- Rochdale Boroughwide Housing repairsHousing association
- Rotherham Council repairsCouncil
- Salford City Council repairsCouncil
- Salix Homes repairsHousing association
- Thirteen repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Riverside and still waiting?
About 2 minutes. No documents. Free to check.