Riverside in Mersey North - 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

Or email enquiries@riverside.org.uk

Our staff are fully trained to answer all of your enquiries.
Below are some statistics that show the total number of calls handled across all our Riverside Divisions.

• From January 2006 to March 2009 the CSC has taken 1,765,598 calls from Riverside tenants.

• In March 2009 the CSC took 44,078 calls from Riverside tenants.

• On average, each call in March 2009 was answered within 41 seconds.

Helpline

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

• Responded to 110421 calls in total, 102229 of which were reactive calls

• In December 2008 helpline responded to 11053 calls in total. 10256 of which were reactive calls.

• In December 2008 94% of all life critical calls were answered within 30 seconds and 98% were answered within 60 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 94% of our health and safety repairs last year were completed within our target of same day

• On average 97% of our urgent repairs last year were completed within our target of 5 working days

• On average 95% of our routine repairs last year were completed within our target of 15 working days

• Last year, on average, the percentage number of appointments made and kept by Riverside representatives was 90%

• Last year 75% of our tenants said they were satisfied with our repairs service