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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Mary McAndrew

Mary has extensive experience both voluntary and paid, working with vulnerable groups. More specifically Mary has worked as a Youth and Community Worker gaining skills along the way in teaching, social work and probation. She later volunteered for 3 years for Changel Charity in Russia, working specifically in orphanages, training staff and fundraising. She has helped to rehouse female ex-offenders, has served as a mental health inclusion worker and has worked for Parkview Rehab. Mary was a tenant inspector for LHT and served on their Scrutiny panel, and also volunteers for KADRA tenants and residents association. Mary brings a unique body of experience and knowledge with her contributions as a tenant 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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Sara Naylor CIPFA MBA

With over 20 years working in a public sector financial environment, Sara is a Strategic Business Accountant for the Mersey Care Foundation Trust.

Prior to this she worked at Liverpool NHS Clinical Commissioning Group as Contracts Manager. She has also worked in various local authority finance positons including Commissioning and Contracts Manager and Supporting People Finance at Liverpool City Council between 2006 and 2013.

Within Riverside, Sara has previously served as a Non-Executive Board member for Riverside’s Mersey North Division. She is now a valued member of the Customer Experience Committee and has more recently been appointed to our Group Audit Committee.

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Sue Powell BA CIHCM

A Housing professional with over 30 years’ experience, Sue was a Riverside Group Limited Board Member from 2014 to 2016 when she served on the Cumbria Divisional Board as Chair. She joined the Customer Experience Committee in 2016. She is currently the MD of Sue Powell Consultancy Limited and has recently overseen the operational merger of two Housing Associations. She also an experienced facilitator and has a keen interest in developing the role of tenants and residents. Prior to this, Sue has held several management positions within the Housing Sector. Sue has a BA in Housing Studies and is a Corporate Member of the Chartered Institute of Housing, and also sits on their North West Board as policy lead.

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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

Tenant Board member of Impact Housing Association since November 2018.

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 Impact building and has been for over 16 years. During that time Olwen has always taken an interest in her home and surrounding area.
Olwen has been actively involved in a variety of Impact residents’ groups and has joined the Riverside Voice online group.

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