Before making any final decisions, it was vital that Riverside listened to the views of customers. To ensure impartiality and support customers through the process, we appointed an Independent Tenant Advisor as part of the consultation process. This feedback was one of the key pillars of evidence provided to senior leaders in making the decision. Senior leaders also had to consider all the evidence put forward before making a final decision which also included building survey reports, the level of current and previous investment made to the building and the repairs and investment risks.

The view of those tenants who engaged with the consultation can be summarised as: 

• Customers want to remain in their homes or at least the area.
• Customers want investment in their homes to bring them up to standard.
• Some customers have a close attachment to the specific area having lived there for decades. 
• Most customers consulted were not concerned about heating their homes.
• There’s a lack of trust in Riverside.

Riverside carefully considered all the evidence put forward which included customer feedback through the independent customer consultation process, building survey reports, the level of current and previous investment made to the building and the repairs and investment risks.

Riverside’s senior leadership considered several options which focused on the long-term future and investment requirements for the properties and reached the decision to sell 3 & 4 Summerhill Grove due to the complex nature of the building; the planning restrictions due to Grade II listed status; and the extent of the work required which would still not achieve homes that are fit for the future.

As a charitable organisation, we have a duty to be a financially prudent and responsible organisation, following careful consideration we have concluded that these homes do not present a long-term solution for social housing. 

Riverside has invested over £400,000 in the building since 2021. This investment includes building surveys, multiple roof repairs, fitting new lead to the gutters, scaffolding and internal repairs. The works to prevent water ingress into the building have been very challenging and we appreciate the patience of the customers throughout the disruption caused with scaffolding and ongoing works.

We have a continued obligation to ensure the building as a whole and the individual properties within it are well maintained and safe for our customers. It has been estimated that in excess of a further £1,000,000 is needed, however due to the building’s makeup its long-term energy performance is likely to remain poor, creating longer term heating and damp issues. As a charitable organisation, we have a duty to be a financially prudent and responsible organisation, following careful consideration we have concluded that these homes do not present a long-term solution for social housing.

We continue to apologise to residents for the length of time this has taken to resolve and we are really sorry for that. The decision to sell the building hasn’t been taken lightly and we fully understand the concerns you as customers have raised with us prior to and during the consultation period. We are putting in place a considerable financial and support package to work with each resident on an individual basis to secure an alternative permanent home and support you through every aspect of the relocation.

We operate a variable service charge regime, at 3 and 4 Summerhill Grove, which means that we set the budget based on our best estimate of the costs at the beginning of the financial year. At the end of the financial year in March, we review the income received and compare it to the expenditure for each unit. The difference between the income and the expenditure is the balancing charge. If we have spent more on providing the services than the income collected, then there is deficit balancing charge. If our expenditure on the services provided is less than the income received, then there is a surplus balancing charge for the unit. The balancing charge is calculated from April to September and the balancing charge is issued in September. 

Services have been delivered during this period and will continue to do so up to the point when the building is sold.  

The offer of temporary moves was done so on the basis of our response to the Prohibition and Improvement Notices served by Newcastle City Council on specific flats within the building. Those individual customers were identified at that time as requiring alternative accommodation. The offer of alternative accommodation was extended to all customers at that time.

We understand that this will be an uncertain time for customers within the building and we recognise the importance of securing you an alternative permanent home as quickly as possible. To put a time on this process at this stage would be remiss of us as we are subject to challenges within the local housing market and what is available and when. Our housing team will work collaboratively with you to support you through your relocation, this will include a housing needs assessment, registration on Newcastle Homes and help and guidance to secure a new permanent home. 

We will work with each one of you on an individual basis to secure an alternative permanent home.

We will try to meet your needs in terms of tenure, number of bedrooms (and floor level where relevant), and requirements in terms of location for any available alternative Riverside property as well as helping you bid for other social housing properties on Newcastle Homes.   

We are committed to delivering a high-quality service, however we don’t always get things right and we can help put things right for you.

Our customer feedback and complaints process can be found here. Once your complaint has been fully investigated and if you remain unhappy with the outcome, you can take your complaint directly to the Ombudsman.

No decision was made in September 2023 and at that stage we were determined to explore all options available to us and allow time and space for customers to share with us your views. Having collated all available information and data, including customer feedback and concerns, the decision to sell 3 & 4 Summerhill Grove was made by Riverside’s senior leaders. 

This will depend on availability of housing and the type of property required. We will work with each one of you on an individual basis to secure an alternative permanent home.

We will look to get individuals registered onto the local choice-based lettings system Newcastle Homes if you are not already registered. If you are registered we will ask that your application is amended to reflect the change in circumstances. Your application banding will reflect your housing situation.

We understand how disruptive this move will be and will work individually with you on your specific circumstances to ensure this move is as hassle free and smooth as possible. You will be able to discuss your individual requirements which could include packing and repacking if appropriate and working closely with you and the appointed removals company to provide you with the support you will need throughout the move.

Riverside will cover the costs incurred with moving.  Expenses for disturbance costs that will be reimbursed may include the following costs:

• Removals  
• Disconnection and re-connection of gas or electric cooker 
• Disconnection and re-connection of washing machine/dish washer 
• Disconnection and re-connection of satellite dish and/or TV aerial 
• Re-direction of mail.  In the case of a permanent decant re-direction of mail will be paid for the first three months 
• Disconnection and re-connection of telephone lines 
• Disconnection and re-connection of light fittings

The financial package will be paid directly to you on completion of you moving into your new home. Riverside will deduct any outstanding rent or service charge arrears before making the final payment.

Yes, in the interest of fairness we are offering all customers the same financial package offer of home-loss and discretionary payments. The standard disturbance costs will vary dependent on the circumstances of each customer’s requirements when they relocate.

This will depend on the tenancy agreement with any new landlord. We will support you through any sign-up process with a new landlord as much as we can.

No, you do not have to move to another Riverside property. Through Newcastle Homes, you will be entitled to bid for a new home across all social housing providers in the area. You may alternatively prefer to move into a private rented home.