Cumbria Crack

Carlisle residents invited to share their views on proposed changes to Riverside services

The housing association is asking Riverside customers to have a say about the possible closure of the reception desk at English Gate Plaza.

In recent years there has been a decrease in the number of customers visiting the reception desk, choosing instead to go online or call the 24-hour customer service centre to book and manage repairs.

Sarah Paton, Regional Director said: “We continually review our service to make sure it offers best value for the rent and service charges customers pay. With less people now visiting the office to speak to someone face-to-face we believe it will be more cost effective to invest in providing services in our neighbourhoods, online and over the phone.

“These changes to our frontline service mean 50 per cent more housing officers are now working in our neighbourhoods, so we are better placed to visit customers at home or somewhere more convenient. Our online service allows customers to book and manage repairs, view live rent and service accounts, and update their personal details.

“We’ve started to consult with customers and key partners about the proposal and are keen to hear from them if they have concerns, questions, comments or suggestions about this.”

Working in partnership with Carlisle City Council, some services will still be available at the Civic Centre in Carlisle. Customers will be able to pick up paper copies of Choice Based Lettings (CBL) application forms instead of applying online and can still use a dedicated telephone to access Riverside services including Cumbria Choice.

Sarah added: “We are committed to ensuring customers can continue to access our services and the Civic Centre will allow customers to still get the help they need.

“We are dedicated to continuing to be a housing provider in Carlisle and our hub office will still remain an important centre for Riverside in the area.”

There are a number of ways that Riverside residents can feedback by calling 0345 111 0000 and ask to speak Jamie Hendry or email Jamie on [email protected] by Friday 1 March.

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