One Housing Avis 158

Absolutely terrible service. I reported serious bathroom issues over three years ago and they still haven’t been fixed. Despite repeated reports and follow-ups, nothing has been done and communication has been poor. Leaving tenants with unresolved bathroom problems for years is completely unacceptable and shows a clear lack of care and responsibility.

One Housing is the worst housing association to exist! They ignore all the repair requests and lie about booking in contractors when they have not! They charge such high rent for what reason? Why are we even paying? They can’t even adhere to our small requests, god forbid an emergency. This housing association can’t be trusted with anything.

Repairs to a boiler have been waiting over 6 weeks now no helpful responce .Keyfob the same time framedespite having it paid for!

Server is slow, no proper follow up. Work not delivered as promised.

Probably the most incompetent management company I have ever come across. If you're looking at an apartment or building managed by One House Group or Riverside, run! Run as quickly as you can, as they will make your life hell! Terrible!

Extremely Frustrating Experience with One Housing

I've raised multiple complaints with One Housing, but none have been resolved—some dating as far back as July of last year, which is still stuck at stage 2. I also submitted a mutual exchange application and have now been waiting over four weeks with no updates, messages, or communication whatsoever.

To make matters worse, I tried contacting customer service and was left on hold for 1 hour and 15 minutes without anyone picking up. When I called again and selected the payment option, someone answered within 7 minutes—clearly indicating where their priorities lie. Unfortunately, that person couldn’t assist me and transferred me to another department, where I was told there was only one person ahead of me, but no one ever answered.

Overall, this has been a deeply disappointing and stressful experience. The lack of responsiveness and follow-through is unacceptable.

Hey, So One housing/ Riverside are not following The equality act 2010 section 20/21.
Neither are they following the Landlord and Tenant act 1985 section 11. amongst other unfortunate failures made by the housing association I will he exploring these issues further and will be writing an article about this neglect, and shameful behaviour towards tenants. Especially those with disabilities.
so if you have been failed or had your life disrupted by this housing association and want an opportunity to tell your story pls get in touch.

One Housing is by far the worst housing association! Service charges consistently going up, but fail to follow up on structural repairs, which is extremely concerning. Constantly have to chase, finding out the case raised has expired, no call backs, it's appalling. It seems everyone bar the call handlers are on holiday, the operatives are never around or available. Messages from call centres seem to go into the ether, nothing is ever done!
Customer service is not high or their priority list. If I could give a minus score, I would. Merging with Riverside doesn't seem to have brought about any improvements whatsoever.

I tried to book an appointment online but they did not give an appointment or give any idea of when they will contact me to book one. I then called a few days later to book an appointment for today (8th May 2025). However, they decided to cancel the appointment despite me needing it urgently and also contacted me on the wrong number. This also after texting the wrong number when I initially booked the appointment in. I spoke to someone called Shana who just didnt care and was adamant her two options are perfect solutions. She also though an apology was more than enough, despite the number of times One Housing has failed us. She then tried to stop me from complaining by forcing me to go online. Once I quoted the website to her which says I can complain over the phone, she changed her answer to, 'it's another department' and conveniently left out the fact the phone lines are closed till 12pm.

One Housing's service is extremely poor and they need to fix up urgently

I fixed my windows, . I use better quality locks than have ever seen. Yeah locks Very polite Person

I am trying to sell a property. I paid for the management pack and they have not given the details required of the pack. Meanwhile they have been impossible to contact - solicitors etc. Now the sale has fallen through. Absolute disaster. NEVER deal with these people.

When first moved in to property 15 years ago before accepting I was told the garden would be cleared and done before I move in as it was over grown really bad, so I accepted.. once signed tenancy and got keys went back to property to find the garden had not been touched to then be told it’s classed as gardening and that one housing don’t deal with that it’s down to me to sort it out, been going back and fourth with them as it’s one of the reasons I accepted my property in first place is they have the garden cleared as it’s really bad we have never been unable to use it and would cost around £900 to get done as it’s that bad, they lied in order to get me to accept the property as there was other things wrong with it that I was promised would be done before moving in which wasn’t which I have had to fight and finally last year got the bathroom and kitchen done which was also ment to of been done before I moved in, the garden is so over grown with nettle bushes , Japanese knot weed and a broken trampoline withen the bushes, which was not ment to be my problem but one housing made it my problem,I think it’s disgusting the way one housing treats people, if you ever get offered a property with one housing (known now as riverside) DONT NOT ACCEPT IT as they will lie and tell you they will have this done n that done but it’s a lie it’s a con to get you to take there property that no one else wants, they are the worst housing association I have ever come across

Booked a urgent call as my NEW boiler no longer works So No Heat ir Hit Water .Im a disabled person znd was told by one housing now part if Riverside that it would take 12 to 24 hours for emergency call out & you guessed it No one called or shown up.I have been left freezing and with no water.I have hust rang to get uo date first girl hung up DISGUSTING.I rang back & was told after the person checked call out now before 6pm ? That wibt happen .im not seating in a freezubg flat again .A manager better cintact me as this is not tje last time we had a priblem with this new boiler which took over a week last time to fix LAWSUIT still i am waiting this is a case of being neglected by my landlord (30 years tenant) and each time they do wrong they ignore you .UNPROFESSIONAL behaviour from a major social landlord. Shame on you .im now kooking into ongoing cases/complaints thst i have had go make as some serious ones are outstanding .Including the 1 where i fell on the stair & you ignored me then too so you need go be held accountable. Shame on you

Very disappointed with this company. Had a kitchen tap that was flowing non stop despite it being turned off. Plumber came and repaired it, but unknown to me, caused another problem to the drainage system. Can’t use the washing machine or sink because water is pouring onto the floor.
Called back for repair, but given 12hr rolling appointment since Tuesday 24th/02/25 only to be told today 28/2/25 that a plumber will come on 05/3/25. I’ve been made to wait and had to ask my neighbour to help because I had to go to work, too.
OHG/ Riverside is a joke. Repairs can take up to several weeks. Online procedures of making a complaint or booking a repair is not working and hasn’t been for several months.
As for a call back, forget it! Their residents are not worth it. Our worth is measured by the areas we live in and we are not a priority.

If I could give One Housing zero stars, I would. Their complete lack of basic competence and responsibility is beyond unacceptable. For weeks now, the entrance doors to the building have been broken, leaving the property wide open to anyone who wants to walk in. Security? Non-existent. Concern for residents' safety? Clearly not a priority.

Despite multiple reports, calls, and emails, absolutely nothing has been done. The management team at One Housing either doesn’t care or is utterly incapable of doing their job. It’s laughable how quickly they demand service charges, yet when it comes to actually maintaining the property and ensuring the safety of the people who live here, they are nowhere to be found.

How long does it take to fix a door? Apparently, indefinitely. In the meantime, residents are left vulnerable to trespassers, and who knows what else. It’s only a matter of time before something serious happens due to their negligence. If you’re considering moving into a building managed by One Housing, run in the other direction. They are unreliable, unprofessional, and completely incompetent.

Sort this out, One Housing—if you even care.

The customer service of One Housing/Riverside is absolutely terrible. I have never experienced anything like it.
The staff seem frustrated in their jobs and it seems like you are bothering them by asking basic queries. You shouldn't have to plead for help. I asked for an email address to put my concern in writing and was given the generic ask at riverside (anonymised for the purpose of this review). I was then told that due to the merge with Riverside, there is a significant backlog so it would take a long time for my email to be picked up. I have been left with no other option but to make my experience public knowledge which is in the best interest of Customers and other Tenants.

On 27/02/2025, I raised 2 queries - one of which was about damp and mould. I was then asked a series of questions as part of a questionnaire, and, as a result was informed that someone would make contact with me within 48 hrs. As of 05/03/2025 - I have called to follow up and was informed that I was given the incorrect information, it would take up to 14 working days and therefore I should expect a call by 09/04/2025. This is absolutely shocking, and whilst Jack offered an apology I asked for feedback to be provided to the case handler on the basis that I was misinformed. He seemed reluctant to do so - how are people supposed to learn if they are not provided with feedback about the incorrect information they are providing people with?

Furthermore, I received 2 phone calls from Caroline Fortune about a separate matter. Caroline did not have the correct details in front of her, had to go away to do this and then call me back. Her attitude and demeanour was very poor. Before I could finish my sentence, she put the phone down on me. This lady has called me back again on 05/03/2025 and once again, her demeanour was unwelcoming. All telephone encounters are recorded and this needs to be looked into.

As a working professional this level of service is suboptimal and below standard - and requires significant improvement.

I purchased a property in September and have been trying to set up my account ever since, but despite countless emails and calls, nothing has been resolved. I’ve been trying to get a parking fob for over a month now, and the process has been a complete nightmare. Every day, I spend over two hours on the phone, only to be forwarded to another team and placed back in a never-ending queue. It’s exhausting and unacceptable.

The lack of communication and efficiency is shocking. Even after following up multiple times, there’s no resolution or accountability. I feel completely ignored, and it’s clear they don’t value their customers’ time or concerns. If you’re considering dealing with One Housing, think twice – their customer service is one of the worst I’ve ever experienced.

No hot water or heating since 15th October 2024.

🔸Broken boiler
🔸Keep sending out wrong worker to fix it
🔸Lack of communication amongst staff and managers
🔸No response to emails
🔸Cooker not working because of electrical fuse board is faulty
🔸Calls from various workers to fix my boiler but no confirmation of appointment
🔸Feel unsafe in my flat
🔸My stage 1 complaint has still not been escalated to a Stage 2 it's been 3 months last year 2024

Appalling that this housing association has the power to house residents that they are negligent of. I hope they face the consequences of their negligent behaviour towards their residents. And all the inconvenience and stress we are facing. I have read bad review after badreview and it's scary.

My advice is to Stay safe and use every lawful avenue to get your repairs fixed.

And DO NOT JOIN Onehousing.

IAM now being AVICTED not my fault its NOT easy for me one housing & the council DONT care THAY GIVE ME MORE HI ANGXITY STRESS IAM NOT SLEEPING WELL DUE TO BEING AVICTED IN JAN 2025 NOT MY FAULT SAID STAFF ITS BECAUSE YOU HAVE NOT BEEN BIDDING ITS NOT ABOUT THE MOULD ON THE WALLS OR THE ( BUILDING STRUCTULE LEAKS ON 2nd FLOOR OR 1st FLOOR & WORSE IN MY STUDIO FLAT YOUR BEING AVICTED BECAUSE OF NOT BIDDING (YET) IWAS GIVEN FALSE HOPE BY COUNCIL ON 6th JAN 2019 I WAS TOLD IAM ALLOWED TO HAVE A BUNGERLOW YET NOW IAM TOLD BY A FEMALE COUNCIL OFFICAL CALLED OGER SHE SAID CAN YOU WALK UP A FEW STAIRS & BUNGERLOWS ARE ONLY FO COUPLES OGER SAID IN AN APPONTMENT WITH MY STROKE BRAIN INJURY KEY WORKER, TO TALK ABOUT WHAT HAPPENS ON AVICTION & OLGER WILL DO EVERY THING TO HELP ME TO MOVE INTO A GOOD SAVE APPROPEAT TEMPERY PLACE OR A FLAT AS AS AN AN M.H.O WOULD NOT BE SUITABLE FOR MY HEALTH NEEDS AS A STROKE BRAIN INJURED MAN (YET) IT NEEDS TO BE OVER 55s NO ALCOHOLICS & NO DRUG ADDICTS. YET DOES OLGER LISTEN AS SHE WILL NOT READ THE INFO ON ONE HOUSING RESEDENT REVIEWS TO SHOW THE REAL TRUTH ABOUT ONE HOUSING STAFF ETC PAST & PRESENT & THE RENT THAY GIVE ONE HOUSING A £48.000 per month THATS THOURTY EAIGHT THOUSAND POUNDS FOR 29 RESADENTS WHO LIVE IN A ONE HOUSING SPECAL CARE SUPPORT CLEAN HOSTEL. YET ITS A A DANGEROUSE BUILDING SITE DAMP IN MY FLAT & MOULD & IAM BEING TOLD BY HEAD MANERGER FEMALE FAB ITS YOUR FAULT WHEN IN ACTUAL TRUTHFULL FACTS ITS TO DO WITH STRUCTUAL BUILDING PROBLEAMS & EVEN (MAINTANACE HAVE SAID THE MOULD & DAMPNESS ON IN YOUR FLAT IS NOT YOUR FAULT IT COMES DOWN TO STAFF NOT NOT DOING THERE DUTY OF CARE FROM THE START TO STOP THE BULLYING TOWARDS YOU ON THE FIRST FLOOR & BULLYING YOU OUT OF THE LAUNDRY ROOM SO YOU WASHED YOU CLOTHES IN YOUR ROOM BECAUSE OF REAL FEAR FEAR ON BOTH FLOORS PAST & PRESANT PRESS HAVE TO INVESTERGATE ALL THIS TO CLEAR MY NAME PAST & PRESENT IF ONLY ALL STARFF DID THERE DUTY OF CARE I WOULD NOT BE IN THIS POSTION PAST & PRESENT & THE LIES OF ONE HOUSING ETC. I FEAR ABOUT MY PROPERTY BEING PUT IN STORAGE BY SOME ONE I DOND KNOW YET OLGER RECOMENDS THE REMOVEL MAN HE IS TRUST WORTHY SHE REOMENDS THEM & THE COUNCIL WILL KEEP YOUR PROPERTY REAL SAF IN A STORAGE BUILDING & COUNCIL WILL PAY FOR THE STORAGE & YOU WILL GET YOUR OWN SAFE KEY TO GO & SEE IT ANY TIME SAID OLGER YET IAM STILL VERY VERY CONCERNED THE PROMESES & AGREEMENTS FORM THE COUNCIL HOUSING OFFICALS WHICH GAVE ME FALSE HOPE PAST & PRESENT IN HAVING THE RIGHT TO HAVE A BUNGERLOW ETC . & IAM TOLD I CAN BE NEAR MY STROKE BRAIN INJURY PLACE I GO TO EACH WEEK I NEED TO BE & NEAR MY GP (YET) IS OLGER TRUE TO HER WORDS OR IS SHE VERY DESPTIVE LIKE ALL THE OTHERS WHO SAY THAY ARE THERE TO HELP.

Another year of no heating or hotwater- ignored for a week dispute several calls and telling them what’s needed, they don’t care for any of their tenants, the lack empathy and in fact the people who work for them laugh at you down the phone. Laugh at your child having epilepsy and it been so cold it triggers there seizures!! This company is beyond disgusting.