Our new Customer Influence and Accountability Framework

We’re inviting customers to help shape Riverside’s services by joining our Complaints Panel

Complaint Panel members will ensure customer voices are heard at the highest level in Riverside’s Seven Steps customer influence framework.

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 the customer experience and overall performance of Riverside complaints service, we’d love to hear from you.

No prior experience is needed—just a commitment to help improve our services and a willingness to learn, and confidence to contribute. We’ll provide  an annual allowance of £2400, full induction and ongoing training to support you in the role.

View Terms of Reference

What’s the Complaints Panel all about?

It’s a way for residents to support Riverside to continually improve its service to customers who make a formal complaint, and to scrutinise and monitor performance of the complaints service.

  • You’ll  recommend service improvements that improve the customer experience of the complaints handling process.

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

  • You’ll  advise on and support customer consultation on policies and procedures relating to complaints and compensation.

  • You’ll monitor and confirm that recommendations from the Ombudsman have been completed and that customers are satisfied with the outcome.

  • You’ll review complaints journeys and responses for quality assurance purposes and recommend and track improvements from lessons learned.

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. Recommend service improvements to boost customer satisfaction
  2. Monitor and challenge complaints performance data.
  3. Contribute to service reviews, improvement plans, and communications
  4. Hold Riverside to account for accessibility to services and compliance with regulatory standards
  5. Maintain open communication across the Seven Steps Customer Influence Framework
  6. Collaborate with the Repairs Panel and Service Charge Panel to align priorities
  7. Advise on policies and procedures through customer consultation
  8. Carry out quality assurance checks on complaint handling

You’ll need to commit around ten days a year. This includes six Panel meetings, usually held online, one Group Strategy Day, plus some induction, training and occasional extra meetings if needed.

We may also invite you to visit Riverside services to get a better feel for 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 Complaints  Panel.

  1. Willing to learn about Riverside and how things work
  2. Confident sharing your views in a constructive manner
  3. Digitally literate (good grasp of how to use the internet, send & receive emails and able to use applications like Microsoft Word, Excel and Powerpoint)
  4. Keen to understand how decisions are made and how you can help shape them
  5. Passionate about Riverside’s values and making a difference
  6. Committed to supporting current and future residents
  7. Able to give the time needed to the role
  8. Willing to work 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 Complaints 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