Our new Customer Influence and Accountability Framework

We’re inviting customers to help shape Riverside’s services by joining our Care & Support Customer Panel

As part of our governance community, panel members will ensure customer
voices are heard at the highest level. We value lived experience, and we want panel members to play a key role in making sure feedback leads to meaningful change. If you’re passionate about improving care and support services, we’d love to
hear from you.

No prior experience is needed—just a commitment to Care & Support, a willingness to learn, and confidence to contribute. We’ll provide full induction and ongoing training to support you in the role.

View Terms of Reference

What’s the Customer Panel all about?

It’s a way for people living in our services to share their views
and help shape what we do.

  • You’ll give feedback on what’s working well, what could be better.

  • Help us spot common themes and challenges so we can keep improving together.

  • Highlight great examples of working together with customers.

  • Make sure we’re meeting customer needs around equality, diversity and inclusion.

  • Review plans, audits and policies to help us keep improving.

Role Description

Here is a simple guide that explains what the role involves. It helps you understand what to expect and how you’ll be making a difference.

  1. Meet with Regional Representatives.
  2. Meet monthly with the Customer Panel to talk about what’s
    going well and what needs work.
  3. Share insights with the Care & Support Committee to help shape
    decisions.
  4. Champion coproduction by sharing success stories and ideas.
  5. Build positive relationships with staff and board members.
  6. Follow Riverside’s Code of Conduct.
  7. Bring energy, passion and a commitment to our values.
  8. Always act in the best interests of current and future residents

You would need to commit about one day a month. This includes yearly Panel meetings, meetings with customer groups and representatives, plus some induction, training and occasional extra
meetings if needed.

We would also invite you to visit Riverside services to get a better feel of what we do. Travel and lunch costs will be covered or reimbursed.

Person specification

Here is a simple list of the kind of qualities, skills and attitudes that would help you do well in the role. It’s not about ticking every box—it’s more about giving you an idea of what we’re looking for and how you can make a difference as part of the Customer Panel.

  1. Willing to learn about Riverside and how things work
  2. Confident sharing your views in a constructive manner
  3. Good at thinking things through and solving problems
  4. Keen to understand how decisions are made and how you can help
  5. Passionate about Riverside’s values and making a difference
  6. Committed to supporting current and future residents
  7. Able to give time to the role
  8. Works well with others in an open and positive way

About Riverside

Riverside owns over 76,000 homes and is the largest provider of supported housing in England and one of the UK’s biggest social housing organisations. We’re a mix of not-for-profit and commercial companies, with a charitable housing association at the heart of what we do.
Riverside is more than just a housing provider.

We build homes – As a developer, Riverside creates new housing to meet local needs and support thriving communities.

We provide affordable housing – As a social housing provider, we offer homes for people who need support to access safe, secure and affordable places to live.

We offer care and support – We run services for people with different needs, including older adults, people experiencing homelessness, and those with mental health or learning disabilities, helping them live independently and with dignity.

We’re guided by our three core values in everything we do

We care passionately about our customers and our people, putting them first every time and keeping them at the heart of everything we do.

We are inclusive and respect and value the diversity of our customers and colleagues, welcoming and appreciating the contribution of others.

We are trusted, working together to build positive relationships, protecting our customers and our Riverside.

Our people know they are trusted to get the job done and deliver their best every day while maintaining a healthy balance in their home and work lives.

That’s how we do things around here – that’s Our Riverside Way.

Ready to get involved?

Thanks so much for your interest in joining our Care & Support Customer Panel! If you’d like to apply, just complete the application form telling us why you’re interested and how you meet the role requirements. Interviews will take place via online Microsoft Teams.

We’d also really appreciate it if you could complete our Equality and Diversity form — it’s optional, but it helps us stay true to our commitment to inclusion and fairness and ensures representation from our diverse customer base.

We’re excited to hear from you!

Apply now