Riverside

The Housing Ombudsman is the independent body that investigates complaints about social landlords. When it finds a landlord got things wrong, it makes a finding of "maladministration" — or "severe maladministration" for the most serious failings. The findings below concern The Riverside Group Limited — the housing association you rent from, whether your tenancy says Riverside or began with One Housing.^[2][8]

The 2024-25 performance report. The Ombudsman's report covers the cases it decided (its "determinations") for Riverside between 1 April 2024 and 31 March 2025 — 109 of them, producing 228 findings, since one case can carry a finding on each issue investigated.^[1] As the Ombudsman set out the rate: "The number of 'Mal' findings recorded for The Riverside Group Limited is 167, which gives the Maladministration rate of 76.6% (167 / 218)" — rounded to 77% on the report's front page, against a national maladministration rate of 71%, and 69% for landlords of a similar size and type.^[1] Nine of those findings were severe maladministration, the Ombudsman's most serious category — 4% of Riverside's findings, against a 5% national outcome.^[1]

“The number of 'Mal' findings recorded for The Riverside Group Limited is 167, which gives the Maladministration rate of 76.6% (167 / 218)”^[1]

Housing Ombudsman Service, Landlord Performance Report 2024/2025 – The Riverside Group Limited (1 May 2025)

Where the failings fell. The largest single category was property condition — the state of people's homes — with 92 findings, 80% of them upheld as maladministration against 73% nationally; complaint handling was next, with 50 findings, upheld in 84% of cases against 77% nationally.^[1] Within the year's findings, repairs dominate: leaks, damp and mould and general responsive repairs were the two biggest sub-categories, with 31 findings each, and heating and hot water repairs added 16 more.^[1]

Orders and compensation. Across the year the Ombudsman made 351 orders and recorded £73,342 in compensation — ordered and recommended combined — and made 3 complaint handling failure orders, which it makes when complaint handling itself fails.^[1]

A rising three-year picture. The Ombudsman's own restated figures show Riverside's maladministration rate rising across three years: 46% in 2022-23, 71% in 2023-24 and 77% in 2024-25.^[1] Because One Housing joined Riverside, the Ombudsman folded the earlier years' casework from both organisations into Riverside's record, noting: "Where a landlord has merged, we have merged the 2022-24 data" — so the comparison years already include former One Housing cases.^[1][8]

“Where a landlord has merged, we have merged the 2022-24 data and it may therefore be different to the published figures last year.”^[1]

Housing Ombudsman Service, Landlord Performance Report 2024/2025 – The Riverside Group Limited (1 May 2025)

What Riverside reports. In Riverside's own 2025-26 figures, 34.1% of its social-rent tenants said they were satisfied with how it handles complaints, while it answered 76.3% of Stage One complaints and 78.9% of Stage Two complaints within the Housing Ombudsman's Complaint Handling Code timescales.^[6]

The Regulator of Social Housing (RSH) is the government body that checks social landlords meet required standards for safe, decent homes. It grades landlords in two ways that matter here: a governance grade — from G1 (the strongest) to G4 — for how well a landlord is run and manages its risks; and, since 2024, a separate consumer grade — from C1 to C4 — for how well it delivers safe, decent homes and good services to tenants.

Riverside's governance grade is G1 — the strongest. In its most recent judgement, published on 17 December 2025, the regulator graded The Riverside Group Limited G1 for governance: "Our judgement is that the landlord meets our governance requirements."^[2] Riverside was upgraded from G2 to G1 in March 2024, and the grade has been confirmed at each of the regulator's checks since.^[2]

“Our judgement is that the landlord meets our governance requirements.”^[2]

Regulator of Social Housing (GOV.UK), The Riverside Group Limited (L4552) – Regulatory Judgement: 17 December 2025 (17 December 2025)

On financial viability, the grade is V2. The same judgement graded Riverside V2: "Our judgement is that the landlord meets our viability requirements. It has the financial capacity to deal with a reasonable range of adverse scenarios but needs to manage material risks to ensure continued compliance."^[2]

“Our judgement is that the landlord meets our viability requirements. It has the financial capacity to deal with a reasonable range of adverse scenarios but needs to manage material risks to ensure continued compliance.”^[2]

Regulator of Social Housing (GOV.UK), The Riverside Group Limited (L4552) – Regulatory Judgement: 17 December 2025 (17 December 2025)

No consumer grade yet. Riverside has not yet had a consumer-standards inspection, so the regulator has not published a consumer grade (C1–C4) for it — its recent judgements are stability checks of governance and finances, and the December 2025 judgement records Riverside's consumer standards as not assessed yet.^[2] That absence is not a failing in itself. A governance grade measures how the organisation is run, not the state of any home or how repairs and complaints were handled — for that, the Housing Ombudsman's findings for Riverside are the record.^[1][2]

“Our judgement is that the landlord meets our governance requirements.”^[2]

Regulator of Social Housing (GOV.UK), The Riverside Group Limited (L4552) – Regulatory Judgement: 17 December 2025 (17 December 2025)

No regulatory notice. Separately from these grades, there is no regulatory notice — a formal published finding of a breach — currently in force against Riverside, and the regulator's publication page lists only its judgements, not any notice.^[5] Regulatory grades are reviewed from time to time and may change — the date above is the one that matters.

A housing association's repair duties are just as strong as a council's — and they do not depend on its track record.

Repairs. Under section 11 of the Landlord and Tenant Act 1985, Riverside must keep the structure and exterior of your home in repair — the roof, walls, windows and doors — and keep the installations for heating, hot water, gas, electricity, water and sanitation in proper working order. This applies to almost every tenancy and cannot be signed away in a tenancy agreement.

Fitness for human habitation. Under the Homes (Fitness for Human Habitation) Act 2018 (section 9A of the 1985 Act), your home must also be fit to live in — free from serious hazards, including damp and mould that could harm your health.

Awaab's Law. Awaab's Law now sets legally binding timescales for social landlords, housing associations included, to investigate hazards such as damp and mould and make homes safe — the disrepair page sets them out.^[11]

Riverside's own published repair timescales. Riverside's responsive repairs policy sorts repairs into priorities, each with a published target time — the disrepair page lists the figures.^[7]

Where to report and complain. Report a repair to Riverside through its Customer Service Centre or the MyRiverside app, and make a complaint through Riverside's two-stage complaints process at riverside.org.uk/about-us/our-policies/complaints-policy.^[14]