One Housing reviews

★★★★★ 1/5

Trustpilot

Difficult Working Conditions Led to My Resignation

I worked for OneHousing - Riverside in Hackney for few years and I left recently. The work was demanding but the most difficult part was the management culture. Working under Sam Hines who was the senior manager was exceptionally challenging. In my experience her leadership created an intimidating environment that often felt hostile rather than supportive. I experienced what I believe was bullying behaviour including repeated undermining, dismissive communication, public criticism, shifting expectations and a pattern of blame being directed downwards. Over time this impacted morale and made it difficult to do the job with confidence. There were also frequent staff disputes which I felt were not managed fairly or consistently. I observed favouritism in decision making and in how issues were handled which damaged trust within the team. This created division and made the workplace feel unpredictable. Instead of clear processes and constructive support it often felt like people were navigating personalities and politics. During my time there I witnessed significant turnover across the Hackney. Many managers and support staff left and the pace of departures was alarming. The constant change affected continuity increased pressure on remaining staff and made the day to day operation feel unstable. By the end the combined impact of bullying, disputes, favouritism and ongoing turnover made the role unsustainable for me. These issues were a key factor in my resignation and I would strongly encourage anyone considering a role here to ask detailed questions about management culture, retention and how staff concerns are handled in practice.

Angel · 1 January 2026

★★★★★ 1/5

Google

I have 2 problems with Onehousing and now Riverside. One is the repair and one is a Mutual Exchange. The repair is since March 2022 and still has not been done. The Mutual exchange is since the 6th of May and still not done. The exchange should have been done within 6 weeks and now we are in the 10th week. I even email their CEO 3 times Mr Paul Dolan and still no reply. If the CEO is not replying and not doing anything about it how can staff will do their job. The Ombudsman is taking ages and letting get away with it. These housing associations should be ripped off contracts. Shameful

Hocine · 17 July 2025

★★★★★ 1/5

Google

We have had ongoing issues with our boiler for over three years, despite repeatedly reporting the problem through multiple channels. We have been given several reference numbers, yet it often feels as though our reports are not properly logged or followed up. We were repeatedly told that the boiler would be repaired or replaced, but this has never happened. On multiple occasions, we were informed that an engineer would attend, only for no one to turn up and no communication to be provided. Recently, someone from the same housing association attended our property for annual checks. During this visit, they informed us that they had not been made aware of the ongoing boiler issues at all. They stated that, according to their system, the last check recorded was in May, despite us having reported further problems and having had issues in the months since. This clearly shows a serious lack of communication and record-keeping within the organisation. We are expected to continue paying rent and bills as normal, yet essential services such as heating and hot water are not being properly maintained. Living without heating during cold weather is unacceptable. Overall, this has been an extremely frustrating experience marked by poor communication, broken promises, and a complete failure to address a long-standing and serious issue.

Jasmeina · 6 January 2026

★★★★★ 1/5

Trustpilot

Thoroughly incompetent

Thoroughly incompetent. I have no heating. I rang last week - spending over 30 minutes waiting on the phone, and booked the next available appointment for this morning. No one turned up. When I rang earlier, I was told by a 'Customer Service agent' that the wrong booking had been made. I was assured that a manager called 'Aran' (?) would ring me but that they were currently in a meeting. The person I spoke to could not give me any information on when I would get a call or when my heating might be fixed. There was no apology either. About an hour later I got a nameless text saying an 'agent' called Ben would be arriving 'shortly'. He hasn't turned up either. I'm currently on the phone again waiting to speak to someone and have been trying to do this for 35 minutes so far. If there is a 'shortage' of customer service advisers, then why don't they employ more staff?

Tan · 29 November 2023

★★★★★ 1/5

Trustpilot

Yet again.One Housing is proving they…

Yet again.One Housing is proving they are a fraud. 30 years a tenant & by God I have let them get away with s lot.Uncluding the time I have to LIVE with Damp & Black Mould (Mushrooms growing weekly from damp) Plus much much much more.I will not be letting them get away with this matter.I have a serious fall on the stairs because of COWBOY Builders they have leaving rubbish on stairs.I fell backwards. They PROMISED to come and clean up the mess so no kne else was in Danger.You guested it NEVER COME.I got a No Win No Fee team who I have to say were rubbish.however Seems One Housing & their new partners in crime Riverside are ignoring these lawfirms. Well Ill be fitting this all the way.The fall because of their cowboy builder's could of killed me.No once did anyone contact me to see if I was DISGUSTING. I have requested a FOI of All my files from 1993 .After 5 months of delays (Which is a law breach by them) i get it via email today from Nov 2022 to June 2023 only and Via Email from their paryner RIVERSIDE ( I have Not goven tjem permission to allow a 3rd party to have excess to my private data) I dont care of they have went into partnership with this RIVERSIDE who are 1 of the Worst Social landlords in the UK. I have contactedlthem to get my FULL FILES I will be dealing with my injury caused by theur negligence

Philips · 26 October 2023

★★★★★ 1/5

Google

I just got a bill for a new lift (which btw is already broken) of £4800 to be paid in 12 months!!!. She was even demanding i should pay in 9 month instalments...She was talking to me as if it was just £5. There is no breakdown of cost, receipt or anything, just a letter informing they were looking into it, and there were funds for the majority of the cost... And 2 weeks after that, i received another letter informing of the purchase of an insurance to follow that will cost me more than £200, but they don't have the total amount yet. I'm absolutely dreading it!!!. I've been living in this flat for 10 years and never had anything like this before, apart from the service charge going up a lot in no time... Tried to speak to them about it but it's like speaking to a wall, they won't say anything, just want to pass the call to another person, and i also requested a visit to the office many times but i'm still waiting... Like a few reviews are saying we need to get a lawyer, because this doesn't sound right.

Eva · 15 June 2023

★★★★★ 1/5

Google

They are an absolute disgrace. They blame you for their incompetence even when you email the chief executive (Richard Hill), who just passes your email onto someone else with a glib comment, think this is for you. They have all kinds of excuse for not responding or why thing aren't done. They blame sub-contractors, who can't do repairs until One Housing authorising them. They say they will organise for things to be done, but don't. I was told I needed to speak to someone in another department, but they couldn't transfer me, I had to phone back and put in a request for that person to phone me back. They over charge you every year and 1-3 years later the money they owe is divided by 52 (number of weeks in a year) and that amount, is taken off your weekly bill. If you leave before the end of the financial year, you lose what they owe you. I was told the money doesn't belong to me it belongs to the building, at which point I explained it's not the building paying the rent but me. There is a charge for the cleaning the outside of the building,i.e window, nobody has seen anyone do this in years. Everyone misses Toynbee, who were in charge before merging with One Housing took over. They try and portray themselves as a caring organisation, when in fact the only thing they care about is making as much money as possible from the tenants for doing absolutely nothing. Trust me one star is very generous for this company.

Red · 15 June 2023

★★★★★ 1/5

Trustpilot

One Housing is the worst housing…

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.

Habiba · 7 March 2026

★★★★★ 1/5

Trustpilot

Avoid like the plague

One of the worst building overseeing companies in existence. They are simply awful. There is real malice in the construction and aftercare of the new build properties they have made. I come from a new build house where there have been multiple problems since moving in. None of the appliances working. Fuses kept tripping. Holes and leaks. Poor quality walls and construction. Really poor 0/5 customer service where no one ever has a clue with what’s going on. Worst company ever. Avoid their houses like the plague.

ProfC · 8 April 2023

★★★★★ 1/5

Trustpilot

Server is slow

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

Neil · 31 January 2026

★★★★★ 1/5

Trustpilot

Absolutely terrible service

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.

Hana · 16 March 2026

★★★★★ 1/5

Trustpilot

No hot water or heating for over 3…

No hot water or heating for over 3 weeks with no sign of repair ahead (the temperature has gone below -5, Dec '22). Despite a multitude of complaints and extortionate service charges, One Housing has failed drastically once again. Being made to live without hot water or heating for this long is ridiculous. With revenue of around 307 million GBP, these criminals get away with murder, forcing the elderly and young children to live without basic amenities. If you are thinking of moving into or purchasing one of their properties I urge you not to, your life will be hell because of these people.

Pete · 21 December 2022

★★★★★ 1/5

Google

Our lift has not been working for over 2 weeks now, a repair person came out and we thought he fixed it. It broke the same day. I have been constantly calling but the line is always too busy. I have messaged plenty of times through the portal. No one bothers to get back to you. Disgusting. I got through on Friday and the person on the line said they should be out by 1.40 the next day. Surprise surprise still no one turns up. Why are we paying a service charge.

Pamela · 11 June 2025

★★★★★ 1/5

Trustpilot

I tried to book an appointment online…

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.

Jabir · 8 May 2025

★★★★★ 1/5

Trustpilot

One housing are a disgrace

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

Ems · 15 April 2025

★★★★★ 1/5

Trustpilot

24 EMERGENCY CALL OUT NO SHOW

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

Tyrone · 6 April 2025

★★★★★ 1/5

Trustpilot

experience with this housing…

experience with this housing association has been extremely disappointing. From day one, I faced numerous issues, hidden costs, insufficient parking, and a lack of transparency in payments. I do not recommend them at all

Rami · 11 June 2026

★★★★★ 1/5

Trustpilot

One Housing - appalling!

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!

M · 14 May 2025

★★★★★ 1/5

Trustpilot

Dangerous boiler

I have so far had 3 duplicate surveys for a boiler replacement during the 2020/21 lockdowns for my 17 year old floor standing boiler from Swale heating authorised by you. After a massive leak that was patched by a One Housing workman, Swale was sent out to me yesterday to replace a part. No mention of anything about the boiler replacement.The workman came and said he didn't have the part as the boiler is so old and a part cannot be ordered. He advised me to call Swale tomorrow at 11 am to arrange a new boiler fit. so far I have had a week of no hot water. I called Swale as advised and was told they don't arrange fitting in new boilers but just survey and report to you. You need to authorise this to be done asap otherwise I will be forced into taking legal advice. The One Housing workman said that limescale on the part was causing the leak and degradation of it and that the limescale was an indication it had been leaking for some time and that the boiler was unsafe at this point due to electrical parts and that we could have had an electric shock by touching the boiler. He took the fuse out after capping the leak. WE HAVE NOT HAD ANY HOT WATER FOR A WHOLE WEEK.

Lesley · 29 May 2021

★★★★★ 1/5

Trustpilot

IAM now being AVICTED not my fault its…

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.

STEVE · 7 January 2025

★★★★★ 1/5

Trustpilot

No Hot water or Heating for two months…

No Hot water or Heating for two months now from the 8th October till today and they are very aware that I have a 4yr old and a sick parent over the age of 70. the ceiling have started to leak also and the whole case has not been taken seriously.

Kelly · 28 November 2025

★★★★★ 1/5

Google

I rarely give any bad reviews, this is an exception! Case support is not existing, when you ask for an update on the case the current case is closed and another one opened. You really need to chase for every single paperwork. Assistance is not existing, case is not solved for over two months!

Maria · 18 October 2023

★★★★★ 1/5

Trustpilot

Terrible Customer Service, Ongoing Issues for Months

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.

Ash · 17 January 2025

★★★★★ 1/5

Trustpilot

No heating or hot water for 25 days…

I was left left without heating or hot water for 25 days, family Christmas was ruined I had to book into a hotel for 2 days, using contracted Swale engineers whom I believe let me down in 3 visits before the boiler was fixed on the 29th of December.

Anne · 29 December 2023