She will take up her new role on Tuesday 22 April 2025, following the retirement of former executive director Patrick New.

Ms Fairburn joins Riverside from the Department for Work and Pensions, where she served as director of customer experience and has 25 years’ experience leading operational and customer experience teams across the private and public sectors. She was previously head of household claims for insurer Direct Line Group.

Within the executive role for the national housing provider, Ms Fairburn will focus on shaping and implementing customer strategy, enhancing customer experience and ensuring the delivery of quality services.

She is set to achieve this through leading Riverside’s Homes and Communities, Customer Contact and Resolution, Home Ownership and Riverside Scotland teams - which together oversee tenancy management, income collection, complaints handling, allocations, customer engagement and compliance with regulatory and housing standards.

Paul Dolan, Riverside’s group chief executive, said: “We are thrilled to welcome Liz as our new Chief Customer Officer and look forward to working with her.

“Having merged with One Housing Group three years ago, Liz joins us at a critical time as we roll out our new operating model for the delivery of customer services following an intensive period of transition and integration.

“Liz is a passionate, energic and inspiring leader. Her wealth of experience and commitment to customer service will be instrumental in supporting our new teams to provide excellent services for our customers and enhancing the communities we serve.”

Liz Fairburn added: “I’m delighted to be appointed as the new chief customer officer and to join Riverside. It’s clear to me that, at Riverside, our customers are at the heart of everything we do and I’m keen to carry on the strong foundations laid by the senior team.

“Whilst housing associations like Riverside face a number of pressing challenges at the moment, I’m determined we continue to strive for excellence in customer service and champion customer-focused change.”

Other senior changes at Riverside have seen Ian Gregg move to a new role as chief property officer, now responsible for all property-related functions alongside development including London and growth.