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At Riverside, listening to and acting on the voice of our customers and residents is central to our decision-making process. Our customer engagement and involvement teams work diligently to ensure all customers have opportunities to participate in service delivery and improvement programs. By actively listening and collaborating, we gain first-hand insights into what works well, what doesn’t, and where we can make improvements.
Our focus is on expanding our customer engagement structures to foster more meaningful interactions, ensuring inclusivity and embracing the diversity of our customers to reflect the neighbourhoods we serve. We use targeted customer insights to make sure every customer’s voice is heard.
- promoting equality of access to our broad and diverse customer base through criteria set for Tenant and Residents’ Associations (TRA) recognition, Resident Panels, Forums, various grant funding streams and a community language translation service
- in our grant-funded projects, we ensure partner organisations follow our Equality, Diversity and Inclusion (ED&I) principles, addressing these in project out-turn and monitoring reports
- since launching our digital platform, One Community, we’ve made changes to enhance accessibility, allowing users to choose their preferred language. Next steps include promoting One Community to Riverside residents and offering digital training and inclusion programmes
- the ED&I Panel brings together customers from our Disabled, Ethnically Diverse and LGBTQ+ working groups, providing consultations from an ED&I perspective. Customers receive data protection training to listen to customer contact centre calls and make recommendations
- the Disabled Customer Voice is thriving, having reviewed service charge letters, visited extra care schemes, and influenced the aids and adaptations policy. Projects like a community shop and greater digital access are in progress for 2024/25
- engagement has been lower in our LGBTQ+ and Ethnically Diverse Groups, but trained customers conduct quality assurance on contact centre calls, focusing on Language Line, the translation service we use. A mailing list consults LGBTQ+ customers on policy for the ED&I Panel.
The integration between Riverside and One Housing has created an opportunity to develop a new, co-produced customer engagement framework that combines customer involvement services and establishes best practices. A task and finish group of customers has been chosen to lead this initiative.
This group is designed to be as representative as possible, including individuals from key protected characteristics, various geographic areas, tenure types, and business streams. We expect the new customer engagement framework to be finalised in late 2024. Because it will be co-produced by this diverse group of customers, the framework will be more inclusive and enhance the diversity of the customer voice.