Using co-production to build relationships with residents and shape services at Riverside

Mickey Clark, 12 October 2022

As early adopters of Together with Tenants, Riverside Housing Group have rolled out co-production by working with residents to help shape and design our services.

This has involved embedding our customer consultation, involvement, and co-production procedure across our Care and Support services.

As part of my role, I’ve worked with customers and colleagues at services across the country to identify local, flexible opportunities for customer engagement and started to create local co-production charters individual to each service.

What is co-production?

Co-production is a collaborative approach to resident engagement with residents and landlords working together to create services that work best for everyone. Ensuring residents are listened to is at the heart of the Social Housing White Paper. 

It’s important customers' voices are heard to be able to shape the way services are delivered to make them more user-centered. Co-production ensures customers feel valued, it increases engagement and can help revitalise communities.                                                                       


Co-production helps social landlords to place customers at the heart of everything they do and improve every element of how services run.

 This includes:

  • Increasing levels of customer satisfaction and engagement by ensuring you listen to customer views and take action.
  • Gaining a better understanding from the voice of lived experience and being able to make sure services work best for the people who need them.

Watch my video below and find out how we’ve used co-production at Riverside to work in partnership with residents to help shape and design services that work best for them.