Group overview 2010 - Riverside

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Welcome 3 Our vision and values 4 More homes, better places 6 Focusing on customers 8 Older people’s services 10 Supporting people 12 Supporting livelihoods 14 New affordable homes 16 Cleaner, greener, safer 18 Tenant involvement 20 Empowering our employees 22 Doing more for our money 24 National profile and policy 26 Looking back 28 <strong>Group</strong> structure 30 Contact us www.riverside.org.uk email: enquiries@riverside.org.uk Customer Service Centre 24 hours a day, 365 days a year 0845 111 0000 With inclusive call packages or mobile phones, it may be cheaper to call 0345 111 0000 We are happy to accept Typetalk calls Minicom: 0845 111 7766 2
Welcome Housing associations are being challenged to change, to meet the national demand for affordable housing and personal support. Change is not always easy, but the improvements we have already achieved for our customers have inspired us to rise to the challenge. Our merger with ECHG, the sheltered and supported housing provider, has widened the range of support that we can offer those who need it most. It has also helped us to refine our vision: transforming lives, revitalising neighbourhoods. We are now a force for good in the lives of more than 85,000 people nationwide. We have completed major reviews of our services, and an internal excellence and customer service programme. We are making our operations as socially responsible as possible and we have already strengthened our environmental policy to reduce the carbon footprint of our new and existing homes. Extensive consultation with our tenants and service users has ensured that their views have been central to our refreshed strategy. We have also amalgamated our general needs housing associations to create a stronger, financially secure ‘whole’. Over such a period of change, it has been rewarding to see both our customer and employee satisfaction figures rise, and have our achievements recognised with two successive ‘Social Landlord of the year’ awards for 2008 and 2009. As we pass our 80th anniversary, it has been fitting to review our direction. Liverpool Improved Houses was established in 1928 in a bid to make housing affordable to those most in need. The damp slums may be gone but, over 80 years later, the challenge of providing safe, warm, affordable accommodation that meets the acceptable standards of the day is, once again, a pressing issue. We still have plenty to do; we are privileged to be able to do it, and committed to doing the very best we can. Thank you for your interest in <strong>Riverside</strong>. Deborah Shackleton Chief Executive 3
Page 1: Group overview 2010
Page 5 and 6: Communicating positively and listen
Page 7 and 8: Stock locations The map below shows
Page 9 and 10: Contact routes Tailored service Loc
Page 11 and 12: Meeting the challenges of tomorrow
Page 13 and 14: Supporting over 3,000 people every
Page 15 and 16: Increasing prosperity Decent homes,
Page 17 and 18: Own Place: a helping hand Gemma and
Page 19 and 20: Changing spaces Green Spaces for Pe
Page 21 and 22: Tenant involvement with Riverside T
Page 23 and 24: Staff development and benefits At R
Page 25 and 26: Our commercial enterprises WAVE hom
Page 27 and 28: How are we increasing our influence
Page 29 and 30: We’ve come a long way since 1928.
Page 32: Contact us www.riverside.org.uk ema

Group overview 2010 - Riverside

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