We’re delighted to welcome Tracy Thomas to the Riverside Group Board as our new Customer Board Member, effective from 1 August 2025.

Tracy, a longstanding resident – first with One Housing and now with Riverside – succeeds Olwen Lintott, who recently retired after nearly seven years of dedicated service. We thank Olwen for her invaluable contributions and commitment to improving our services.

As Customer Board Member, Tracy will help shape the services we offer, ensuring customer feedback is heard and acted upon at our most senior forum.

She will support and challenge our executive team, monitor performance, and engage with communities and stakeholders.

Tracy brings a deep, lived understanding of the customer experience to the work of the Board – something she has championed through her time with Riverside.

Before her appointment, Tracy served as a Non-Executive Director on One Housing Group’s Board and was a member of the Customer Service Committee.

Since the merger with One Housing, she has continued her involvement as a member of the Customer Experience Committee, contributing to the Customer Engagement Framework, the Task and Finish Group, and the Tenant and Resident Involvement Panel (TRIP).

Tracy is also a member of the G15 Residents’ Group, a forum representing the views of the residents living in the 770,000 homes under management by the G15 across London and England. The group works to amplify resident voices and influence sector-wide change, including contributions to government policy.

Tracy said: “I am passionate about being part of a Board that empowers their resident and customer voices to be heard at the highest level, while supporting Riverside to fulfil their vision to transform lives and revitalise neighbourhoods.

“My role will ensure that the customer remains central when shaping, challenging and influencing services – particularly the three priorities customers highlighted in the recent Customer Engagement survey.

“I am pleased that Riverside remains committed to fostering a culture of meaningful customer engagement by recruiting more customers to their governance structure and the ongoing co-creation of the new Customer Engagement Framework. This will contribute to clearer, more personalised communication, greater transparency and accountability, and improved understanding and accessibility for customers.”

Terrie Alafat CBE, Group Chair of Riverside’s Board, added:

“We’re pleased to welcome Tracy to the Board. Her commitment to customer advocacy and her thoughtful approach will bring valuable insight to our strategic discussions.

“Tracy’s appointment reflects our continued commitment to ensuring customer voices are not only heard but actively shape the future of our organisation.

“We want to also take this opportunity to thank Olwen for her support over the years and for helping to make a difference to the services we provide.”

Tracy joins the Board at a key time following the appointment of three sector leaders, including Maggie Porteous as our new Vice Chair.

See here for more information on our passionate Group Board.