FAQs

Your Customer Experience Liaison Officer (CELO) is your first point of contact every step of the way and are here to help you during our working hours. Please do not hesitate to contact them at any point. 

Please find their contact details within the Our Team section.

Please speak with your CELO in the first instance. We encourage all communications whether it's face to face, email, text or a phone call. We will take your complaint seriously and conduct an investigation, we will then report our finding back to you. 

We are always happy to hear that you are happy. So please drop us a note, letter, email or text to your CELO (make sure to note your name and address). This is always appreciated. We also have a feedback sheet that allows you to praise us, please ask your CELO for a copy.

We also conduct surveys after the works in your home has finished, where you can share feedback with the team. 

Our works will be carried out during our working hours which are Monday to Friday between 8am and 5pm, there is no scheduled weekend working. 

From time to time we may be required to work outside these hours, this will be with prior agreement of The Riverside Group. There may also be times where our works overrun due to unforeseen circumstances however we will work to do everything we can to avoid this.

We will be doing all we can to keep noise, disruption and dust to a minimum. These levels are monitored continuously and measures are reviewed frequently. However due to the nature of the works there are likely to be periods of noise and/or dust.

We will keep you updated of when to expect these works.

We will provide regular updates on this microsite to update you on how the works are progressing as well as providing any instructional or safety information. Please keep an eye on our News Feed section.

You can contact your CELO if you have any queries about the works.