Have your say, nationally

Listening to customers, being accountable and using customer feedback to influence our services is at the heart of everything we do. We’re in the process of developing a new customer influence and accountability framework which will ensure more customer scrutiny and influence than ever before. You can read more about that – and the different ways customers influence our services at a national level below.

Customer Influence and Accountability Framework

Our new Customer Influence and Accountability Framework aims to increase customer scrutiny and influence within the organisation. It replaces the Riverside Customer Voice and London Resident Panels, ensuring more direct involvement of customers in decision-making processes.

Board and committee membership

Our Board and Committees are where our most important decisions are made about how Riverside is run. We have customers as members and observers of these panels to represent customer views at this most senior level. We share what happens in these meetings on our website so that customers can keep informed and hold Riverside to account.

Scrutiny panel

Customer scrutiny panels take an in-depth look into the services Riverside provides. Their aim is to analyse those services and ensure they are doing everything possible to support customers.  Training and support are provided. Read about recent scrutiny exercises and how to get involved by clicking the button below.

Equality, diversity and inclusion panels

We are passionate about putting our people first and we want to ensure that our services meet the diverse needs of all our customers. Our LGBTQ+, Ethnic Minority and Disabled Customer Voice Panels allow customers to share their views and suggest areas for improvement across Riverside to make a real difference. Click the button below to find out more and get involved.

Complaints panel

Involved customers play a key role in helping us to improve our service to customers who make a formal complaint. The panel review a selection of complaint responses at random and give their feedback and score the quality of the responses. Find out more about how you could help by clicking Read more below.

Customer inspectors

Our trained Customer Inspectors our made up of tenants who go visit and inspect our Care and Support services. By becoming an inspector, it allows customers to have a positive impact on services as well as maybe improving their own skills at the same time. For more information on becoming a customer inspector and the role, click below.