Customer Experience Committee

Customer Experience Committee

Sam Scott
Chair

Sam is an Executive Director of Operations at Muir Group Housing Association and has been a Board Member at Chester Aid to The Homeless (CATH) since 2008.

Sam’s strengths lie in housing where he has substantial executive experience, through his current role at Muir, across all aspects of housing management, customer service, investment and development.

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Jackie Grannell

Jackie is an experienced qualified housing professional and has spent much of her career as an Independent Tenant Advisor (ITA), which has given her extensive knowledge relating to housing policy. Jackie is responsible for teaching and assessing CIH professional practice qualifications.

She has worked as a consultant and trainer working with landlords and tenants to improve service delivery and customer focus. Jackie also has governance experience as an Independent Board member for Chester and District Housing Trust and as a school governor for a primary school. Jackie’s experience has made her a passionate advocate for high quality tenant involvement, making her a valuable asset to Riverside’s Customer Experience Committee.

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Maria Milford

With extensive experience within the Youth and Community sector Maria has developed good insight into how communities and neighbourhoods thrive, particularly in relation to the socio-economic investment made to them. Maria has previously served on Riverside’s Tenants and Residents Federation Committee where she was also involved with the Scrutiny Panel and National Scrutiny Committee.

On a national level she has contributed to a number of conferences with TPAS and HQN, and was appointed as Tenant Representative member of the Customer Experience Committee in October 2016.

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Margi Kelly

Margi joined the Customer Experience Committee in July 2019. She is a member of the Riverside Customer Voice Executive.

Margi is dedicated to customer involvement both locally and nationally. She has working relationships with Riverside and other Social Housing landlords to represent her community within organisations. Margi is also involved with representing the older generation at Liverpool City Council.

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Gillian Singh

With over 30 years’ experience of working in complex consumer focussed businesses, Gillian has been an accomplished, result driven Group Marketing Director with a strong strategic focus.

She has substantial digital transformation, customer experience, business development and commercial experience centred on improving the customer proposition and driving top line sustainable growth. Experienced in a diverse range of industry types in the UK, Europe and North America, sectors have included financial services, public transport, home shopping, retail, marketing solutions and credit within complex FTSE 250, CAC40 and market leading organisations.

Companies have included the Studio Retail group, Arriva, part of Deutsche Bahn, The Go- Ahead group, Experian, Pets at Home and the N Brown group. Within Riverside, Gillian has been appointed to the Customer Experience Committee.

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Wayne Booth

Board member of Impact Housing Association since November 2018.

Wayne has extensive experience in Social Housing, Repairs, Maintenance and Construction having worked in the sector for over 25 years with a wide variety of Housing Associations, Councils, and Building Contractors.
Wayne has a well-established reputation in the UK Housing, Maintenance and Construction sector and a proven track record of developing robust commercial processes in organisations and improving operational performance, safety and compliance and enhancing the customer experience.

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Olwen Lintott

Olwen joined the Customer Experience Committee as a Co-optee in September 2021, and has also been appointed as a Group Board Customer Member since 1 January 2022.

Olwen’s early working life included working in the retail sector, at both Tesco and then Marks & Spencer. Olwen went to university and qualified as an Early Years teacher when she was in her forties. From there Olwen has spent a number of years in teaching and became Head of Early Years. Olwen was always interested in Special educational needs and was SENCO for the school she worked at. Later, Olwen joined the county advisory team as an Early Years Coordinator/ Area SENCO. This role enabled Olwen to travel around (mostly) West Cumbria, visiting Nurseries and schools, offering advice in best practice and supporting settings and families with additional needs provision.

Olwen is a leaseholder in a general needs building and has been for over 16 years. During that time Olwen has always taken an interest in her home and surrounding area.

Olwen was a former Tenant Board member of Impact Housing Association Ltd and Impact Committee until full integration in October 2021 and was involved in a variety of Impact residents’ groups and has joined the Riverside Voice online group.

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Jim Strang

Jim was appointed to the Riverside Scotland Board in March 2021 and was elected as Chair in September 2021. Jim is also a Member of Riverside’s Customer Experience Committee

Jim has more than 40 years' experience in the housing sector. He began his career working for local authorities across the west of Scotland before serving as Group Chief Executive of Parkhead Housing Association for 13 years.

Jim is a Fellow of the Chartered Institute of Housing (CIH) and served as Chairman of the Scotland Branch, Vice-President and then President of the CIH.

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