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Our services, your home

We provide and manage a range of services to our leaseholder, shared owner and rental customers.
Find out what we do, and what you can expect from us here. 

Our service to you

Customer information

Find out about your lease, our services and more below. If your question isn’t answered here, just drop us a line. We’re here to help.

Keep up to date with live service information here.

A warm welcome to Impact customers

From Monday 4 October, the Impact brand will no longer exist, and Impact customers will become Riverside customers. All the services you receive, any letters or correspondence, and the systems you use will be with Riverside. In case you missed it, read your welcome letter and brochure below to help you understand what this means for you.

Our services

Your lease & insurance

Get an overview of our lease agreements and buildings insurance arrangements.

Repairs, defects and maintenance

Find out about repairs responsibilities – both yours and ours – and our repairs, maintenance and defects services.

Service charges & rent

An overview of how service charges and rent work and what they cover.

Sinking funds

Some of our developments have a sinking fund in place for major repairs, renewals and replacements. Find out how this money is managed and collected.

Selling your home

You should notify us straight away if you want to sell your home. read how we’ll be involved and what we will need from you.

Buying a home

If you are buying a home we manage or part-own, here we explain how the process works.

Buying more shares - Staircasing

Shared Owners can buy more shares of their home from us, which is known as Staircasing. See how it works.

Re-mortgages and name changes

If you are re-mortgaging your home, changing mortgage lender, or want to change the names on your lease, you’ll need our consent. Here is what we will need to do.

Home improvements

You’ll need to let us know before you plan and carry out any major improvements to your home. Find out more here.

Anti-social behaviour (ASB)

Information and advice if you’re experiencing anti-social behaviour around your home.

Administration fees

Some work we carry out for individual customers falls outside of what is covered by your service charge. Here you’ll find a list of our additional fees.

Get involved

There’s lots of ways you get involved and have a say in how we work. Find out more here.

Paying Service Charges & Rent


It’s important to pay service charges or rent on time. 

You can check your account balance and view recent pages online –

Sign up or log in to My Riverside

Direct Debit – the simplest way to pay automatically. Call us to set up your Direct Debit.

By phone – call us on 0345 111 0000 and pick the payment option. You’ll need your Easypay number.

In person – pay by cash or card at any post office or where you see the PayPoint sign. You’ll need an Easypay card from us to show the cashier.

Struggling to make payments?
Contact us so we can do our best to help. We have a range of free, confidential money advice services which are available to all our customers.

Customer feedback and complaints


Make a complaint or tell us when things have gone well so we can continue to improve our service.

Helping you to manage your finances

As a leaseholder with Riverside Home Ownership you can speak to our very own Money Advisor for guidance with your finances.

Whether you currently receive benefits or not, or just think you don’t qualify for extra assistance because you’re a home owner, there may be some financial support available to you.

Our service is free and confidential.

You can call us on : 0345 111 0000

Affordable warmth

Helping to reduce your heating costs or advice with boiler problems.

George is in his 60s and is a leaseholder with Riverside Home Ownership in Carlisle. Our Money Advisor helped him with his Personal Independence Payments resulting in an award of almost £2,500 and a weekly increase in his income of £139.75.

George

Riverside Home Ownership

Sally's boiler broke down. Living on Employment & Support Allowance meant it would be a stretch for her to replace it, but RHO helped her contact the Energy Saving Trust who secured money from her electricity supplier to help towards the cost.

Sally

Riverside Home Ownership

Other useful resources

We’ve put together a list of organisations that we think our residents may find helpful.

Leasehold Information and Advice

Help and advice for leaseholders:

Money and financial help

If you find yourself in financial difficulty, you may also find some of these services helpful:

Government Bodies and Regulators

Sources of information from the government: