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Be Involved – Take a look back

Here are the activities that have been carried out in previous years.

What you think really matters, and by getting involved you can join us on our mission to provide you with the best customer experience we can.

Adaptions

We collected feedback from customers on the current minor adaptation services available to them and what they would like to see available in the future. This feedback was fed into the recent adaptations policy review, which is exploring new service opportunities to improve the existing service provisions for customers.

Neighbourhood policy consultation

We conducted a consultation with customers to create a view of what customers feel is most important in creating a successful neighbourhood and Beyond Housing’s role in supporting this. The consultation received a positive response, and we are using the feedback to shape our future plans for neighbourhoods.

Spencerbeck House consultation

We consulted with customers who live within Spencerbeck House (Ormesby) about the long-term future of the building. Two options were presented to customers, and the feedback from customers will help us decide the future of the building.

Birkdale Community Centre

In partnership with a charity, we surveyed warm space users to gather their feedback on how to maximize the use of the building in the future.

Repairs policy

We reviewed our repairs policy with customers to ensure it is clear and easy to understand. We also asked customers what is most important to them when they need a repair to their home. The importance of communication and keeping customers informed of the next steps with their repairs was a significant theme for inclusion in the policy.

Rent increase

We gathered feedback from customers on our proposed rent increase for April 2023. This feedback was used to inform our decision to cap the rent increase below inflation at 7%.

We conducted a post-consultation survey to ask customers when they would like to receive feedback on how their feedback has been used. We have committed to providing an update within 30 days after the completion of a consultation.

Church Lane North

We held an informal event at Church Lane North in Grangetown to encourage customers to visit their community hub, meet the team and local partners, and raise any enquiries or discuss the progress of the works.

Grounds maintenance contract

A Beyond Housing customer sat on the tender interviewing panel, asking potential providers questions from a customer perspective. This highlighted stronger bid offers from contractors as a result.

Affordability

We obtained customer views on our ‘Let’s start a conversation‘ affordability web page to check readability and content from a customer perspective. This feedback helped us to make the page more user-friendly and informative.

On hold music

We established customer preferences for the on hold music and voice type used for recorded messages. This feedback was used to inform the development of our new customer telephone system.

Anti-social behaviour (ASB)

We conducted a website review of our ASB services. Customers provided feedback on their expectations and what’s most important to them about our ASB services. This feedback was incorporated into our ASB web page to ensure that it meets the needs of our customers.

CLN perception survey

The annual survey took place to measure the perception of customers who live within the CLN regeneration area.

Anti-Social Behaviour Policy (ASB) (phase 2 – policy review)

We shared the final draft of our anti-social behaviour policy with customers for their final approval, following a number of previous consultations with them.

Stair lift

We consulted with customers to establish their wants, needs, and expectations for a new stair lift provider, and incorporated their feedback into the tender and used it to frame the questions we asked potential providers.

Church Lane North Regeneration

As part of the regeneration process at Church Lane North (Eston), through partnership work with Grangetown Generations – You’ve Got This and Barefoot Kitchen, local residents attended sessions to design their ideal green spaces as well as learn new gardening and cookery skills.

Fountains Close (Whitby)

Obtained local customer views on the potential use of land following demolition of garage sites at Fountains Close (Whitby), capturing what customers would like to see the land used for with parking spaces created as a result.

Customer Summit event

Opportunity for customers to attend an event focusing on reviewing the services they receive, giving feedback on case studies and how improvements could be made.

Anti-Social Behaviour Policy (ASB) (phase 1)

Face to face and online meetings to ask customers what they felt constitutes ASB. Themes were pulled from the revised ASB policy and discussed with customers.

SEND family voice group

Sought local customer views on the opportunity of SEND family voice group (group of parents and carers of disabled children) delivering their service out of Sleights Courts Community Centre (Guisborough).

Musham Bank (Eastfield)

Customers’ feedback was reviewed on the proposed plans for development at Musham Bank (Eastfield). Feedback reviewed, collated and submitted into North Yorkshire Council planning process.

Leasing of Wykeham Court Community Centre

Prior to the leasing Wykeham Court Community Centre (Skelton) to TEES (Together Engage, Encourage, Support), customers in the nearby area were consulted to capture views on what they would like to see TEES offering the local community, with TEES being welcomed into Wykeham Community Centre in June 2022.

CompAir damp monitors

CompAir damp monitors were issued to a small group of customers to monitor the damp levels in their properties and to trial the equipment’s effectiveness for future use. Due to lack of consistent data collection the trial was ended.

Development of land

Local customers within the Manham Hill area (Eastfield) were given the opportunity to provide feedback on the improvement proposals for the communal area. Feedback was used to inform the final designs for the area.

Church Lane North (Eston)

Customers were asked about opportunities to improve the community spirit and employment opportunities in the local area. This feedback informed the bespoke community plan for the estate and the partners we need to engage with.

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