Non Executive Director - Customer Experience Committee

Full Job Description

Who we are

Riverside is a group of complementary businesses driven by a clear social purpose, with a charitable housing association at its core. Established over 95 years ago, they remain driven by a deep sense of social purpose, providing a range of homes and wider support services for a diverse community of people across England and Scotland.

On 1 December 2021 TRGL and One Housing Group Limited (OHGL) came together with OHGL joining TRGL as a subsidiary with a view to further integration after two years. That integration project was brought forward and TRGL and OHG completed a Transfer of Engagements on 31 March 2023.

This created a sector-leading national housing association group:

owning over 75,000 homes, putting us in the top five English housing association groups by size

operating across a national footprint, with ‘weight’ in London, the North West, the East Midlands, the East Coast and Scotland being the nation’s largest housing association provider of supported housing with secure financial foundations: £680 million annual turnover, £5 billion assets

About the role

Riverside is seeking to appoint a new committee member to join its Customer Experience Committee. The successful candidate will take up a place on the Committee for an initial three-year term with the possibility of a second three-year term.

The Riverside Customer Experience Committee plays a pivotal role in supporting the TRGL Board by examining and monitoring the services offered by the Social Housing and Home Ownership business. This involves providing advice and recommendations when necessary. Additionally, the committee focuses on ensuring that services are effectively managed, offer value for money, and mitigate risks appropriately. It scrutinizes the Group's interaction with its customers and communities, including aspects of community diversity. Furthermore, the committee evaluates the progress of customer-centric strategies, policies, and plans, particularly in areas such as Income, Customer Satisfaction, and Customer Safety. It also reviews regulatory interventions related to housing services and oversees the implementation of corrective action plans. Additionally, it oversees the execution and efficacy of Neighbourhood Plans and Regional Plans, and ensures compliance with landlord health and safety duties, including building safety, asset compliance, and repairs and maintenance services.

Who we are looking for

Key criteria and expectations of the role:

• Build and maintain effective and constructive working relationships with other members of the Committee, the Chief Executive, Executive Director (Customer Service/Care and Support Services) and other senior staff.
• Prepare adequately for meetings by reading and accessing all relevant papers and reports, seeking clarification from authors as required (preferably in advance of the meeting).
• We are particularly interested in hearing from candidates with a background in one or more of the following areas:
• Asset management (including Health and Safety)
• Financial and commercial acumen
• Current housing services experience
• Customer service and consumer regulations
• experience of delivering landlord services, including asset management and building safety compliance.
• Customer service experience ideally in a consumer focused (and regulated) sector
• Business planning including objective setting and performance monitoring.
• Experience of managing the key risks facing a housing association such as the Riverside Group and/or the ability to quickly gain understanding of the scale and complexity.

We are committed to achieving greater diversity on our boards, and welcome applications regardless of sex, gender, race, age, sexuality, belief, and disability. We would particularly welcome applications from individuals from a diverse background

Application information

For an informal discussion, contact Tom Neely, Director Neemar Search on or Luke Joy on 07539799141 or