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We\’ve developed a new customer influence and accountability framework which will ensure more customer scrutiny and influence than ever before.

Our new Customer Influence and Accountability Framework

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Following the merger of Riverside and One Housing Group, it was clear that a stronger customer voice was needed to make sure residents and customers are listened to and recommendations for improved services acted on.

So, a number of residents and customers from across the country came together as a group and set about creating new ways to influence Riverside services; a new ‘framework’ of resident groups that focus on customer and resident priorities.

With support from Riverside, a resident survey was launched in January.

In that survey residents were asked for their views on Riverside’s services, priorities and how they would like to make their voice heard.

Armed with feedback, our resident groups ensured the three key priorities – repairs, complaints and service charges – became Riverside’s three key priorities.

Our resident groups also began to discuss how they could incorporate a strong customer voice into Riverside at all levels.

Forming TRIP, the Tenants and Residents Influencing Partnership, they began to design a Customer Influence Framework.

Now that’s designed, they’re moving to the next phase – recruiting and appointing residents and customers into the groups.

TRIP will be a strategic group, working with Riverside Board and Committees, that ensure the resident voice is heard within Riverside, the Panels will focus on Complaints, Service Charges and Repairs specifically and report into TRIP.

Want to get involved?

Information about becoming a Tenant and Resident Influence Partnership (TRIP) member

Thank you for your interest in joining the Tenant and Resident Influence Partnership (TRIP).

The Tenant and Resident Influence Partnership (TRIP) ensures that the voices, experiences, and insights of customers are central to Riverside’s decision-making processes.

Its role involves shaping, challenging, and influencing services to support the delivery of customer priorities.

As a TRIP member, you would be expected to:

  • Attend formal meetings (currently six a year)
  • Prepare for meetings and activities by reading in advance any papers or information
  • Take part in the meetings and activities by contributing to discussions, providing opinions, comments and suggestions about issues being discussed
  • Take part in One Community platform forums and discussions
  • Volunteer and complete activities for the group outside of formal meetings as requested

TRIP’s role focusses on the following objectives:

  • Strengthen the resident voice within Riverside’s governance and assurance structures
  • Influence strategic decisions related to service quality, customer experience, and engagement
  • Provide feedback and scrutiny on policies, standards, and performance
  • Monitor completions of resident/customer scrutiny recommendations and action plans
  • Ensure transparent two-way communication between Riverside and residents
  • Promote co-creation, diversity of voice, and continuous improvement

As a member you will be able to:

  • work as a team member
  • develop and maintain good working relationships with Riverside staff
  • not raise personal or individual issues on behalf of other residents
  • understand, be committed to and support Equality, Diversity & Inclusion
  • take part in induction, training and events development
  • comply with the group’s terms of reference and code of conduct.

 All meetings are currently held virtually using Microsoft Teams, however, there may be a requirement to travel, where possible, to face-to-face meetings in the future.

Riverside’s Customer Engagement Team will provide ongoing training and support for you to be able to take part in TRIP, alongside the support and guidance you’ll get from other resident TRIP members.  As long as you have a passion and enthusiasm to improve services and ensure the resident voice is heard, you’ll fit right in!

Interested in becoming a TRIP member? Apply here.

Information about becoming a Customer Influence Panel (Repairs, Complaints and Service Charges) member

Thank you for your interest in joining one of the Customer Influence Panels.

We currently have three Panels focussing on Repairs, Complaints and Service Charges.

The Customer Influence Panels are dedicated to improving the customer experience and overall performance of Riversides service charge, complaints and repairs services. They ensure that the voices, experiences and insights of customers are listened to and considered within these services and Riverside’s decision-making processes.

As a Customer Influence Panel member, you would be expected to:

  • Attend formal meetings (currently six a year)
  • Prepare for meetings and activities by reading in advance any papers or information
  • Take part in the meetings and activities by contributing to discussions, providing opinions, comments and suggestions about issues being discussed
  • Take part in One Community platform forums and discussions
  • Volunteer and complete activities for the group outside of formal meetings as requested

Each Panel focusses on service-related objectives.

The Service Charge Panel purpose is to:

  • Support Riverside to ensure service charges are reasonable, fair and transparent
  • Monitor affordability of service charges
  • Analyse and monitor national variation of service charges
  • Support Riverside to continually improve its service to customers who make a service charge enquiry, by offering quality assurance feedback and scrutiny on Riverside’s responses to improve customer satisfaction.
  • Undertake periodic reviews of the customer journey and highlight improvement actions
  • Scrutinise performance against the relevant service charge sections of the Transparency, Influence and Accountability Standard and Landlord and Tenant Act 1985 and provide validation on the organisation self-assessment.
  • Monitor compliance with the Housing Ombudsman Service code of practice in relation to service charge complaints and that core lessons from spotlight reports have been implemented
  • Support with co-creating policies, procedures and communications that will enhance the customer experience

The Repairs Panel purpose is to:

  • Co-create procedures that will deliver a ‘right first time’ service, enhancing the customer journey
  • Influence customer communication on repairs, maintenance and safety that meets customer expectations
  • Advocate for excellent customer service from contractors
  • Scrutinise performance metrics for the repairs and maintenance service along with customer insight, making recommendations for improvements
  • Commission more detailed scrutiny on key service areas as required
  • Scrutinise performance against the Home Standard, providing validation on organisational self-assessments.

The Complaints Panel purpose is to:

  • Support Riverside to continually improve its service to customers who make a formal complaint, by offering quality assurance feedback and scrutiny on Riverside’s complaint handling service to improve customer satisfaction.
  • Scrutinise performance against the Complaints section of the Transparency, Influence and Accountability Standard and provide validation on the organisation self-assessment.
  • Monitor compliance with the Housing Ombudsman Service code of practice.
  • Review outcomes from Ombudsman complaints and monitor Riverside actions to reduce maladministration.
  • Ensure lessons learned are captured and improvement actions are delivered to prevent re-occurring complaints.
  • Support with co-creating policies and procedures that will enhance the customer experience.

The Care & Support Panel purpose is to:

  • Support continuous improvement in Riverside’s Care and Support services by offering quality assurance feedback and constructive scrutiny, with the aim of increasing customer satisfaction and service effectiveness.
  • Provide insight into customer experiences, highlighting areas of success and identifying opportunities for improvement across services.
  • Promote equality, diversity, and inclusion by sharing perspectives on how services are currently meeting the needs of all customers.
  • Identify and share themes of good and poor practice across regions, contributing to strategic discussions and to drive positive change.
  • Champion co-production, by sharing successful practices and exploring areas for development.
  • Contribute to the development of customer-focused strategies, policies, plans, and procedures and reflecting the voices of those who use our services.

As a member you will be able to:

  • work as a team member
  • develop and maintain good working relationships with Riverside staff
  • not raise personal or individual issues on behalf of other residents
  • understand, be committed to and support Equality, Diversity & Inclusion
  • take part in induction, training and events development
  • comply with the group’s terms of reference and code of conduct.

All meetings are currently held virtually using Microsoft Teams, however, there may be a requirement to travel, where possible, to face-to-face meetings in the future.

Riverside’s Customer Engagement Team will provide ongoing training and support for you to be able to take part in a Panel, alongside the support and guidance you’ll get from other resident Panel members.  As long as you have a passion and enthusiasm to improve services and ensure the resident voice is heard, you’ll fit right in!

Interested in becoming a panel member? Apply here.