Riverside in Community Seven - How well are we doing?

Call our 24 hour Customer Service Centre on:
0845 111 0000 or with inclusive call packages or mobile phones, it may be cheaper to call 0345 111 0000

Textphone/Minicom 0845 1117766

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 56880 calls from Riverside tenants in Kensington.

• In December 2008 the CSC took 1018 calls from Riverside tenants in Kensington.

• On average, each call in December 08 was answered within 28 seconds.

Helpline

During 2008, our ‘Helpline’ service, for elderly and vulnerable people, has:

• Responded to 77796 calls in total, 58809 of which were reactive calls

• 80% of the emergency calls received by Helpline this month were answered within 30 seconds and 98.5% were answered within 60 seconds

• 98.5% of non emergency calls received by Helpline this month were answered within 120 seconds and 99% were answered within 90 seconds

Repairs Service

Carrying out repairs to your home is one of the most important services that Riverside provides. That’s why we are putting a great deal of time and effort into getting things right.

• On average 89% of our emergency repairs last year were completed within our target of 12 hours

• On average 96% of our urgent repairs last year were completed within our target of 3 working days

• On average 94% of our routine repairs last year were completed within our target of 10 working days

• Last year, on average, the percentage number of appointments made and kept by Riverside representatives in the Community Seven area was 86%

• Last year 72% of our tenants said they were satisfied with our repairs service