Lifting Equipment Policy review
As part of the three-year review of the Lifting Equipment Policy we conducted consultations with customers living within blocks containing a lift serviced by Beyond Housing. This was to ensure customers are aware of the requirements for testing and meeting customer expectations concerning maintenance and servicing standards and to ensure all residents are aware of how to raise any safety concerns. This feedback was directly fed into the policy review process.
Community Clean up event in Dormanstown
Together with partner organisations we held a clean-up event on Tuesday 6 August with colleagues and vans available to support customers living in Wilton and Broadway West areas. This also included a resident-led litter-picking session and a fun event held at the Corus Club afterwards.
Community drop-in events
Face-to-face customer engagement opportunities were held at Wykeham Court Community Centre and Hildas Church, Redcar. These drop-in style events provided a range of services available to support customers with employability, housing, repairs, health and safety and customer feedback.
Resilience Hubs
Working with Cleveland Resilience Forum and the British Red Cross to create and deliver community hubs within the Greater Eston area. This project will run until October 2024.
Tees Valley Womens Centre, South Bank:
As part of a community volunteer support project we worked with the centre to help with re-painting the main hall and entrance area with members of our painting team taking up the challenge which included supporting the repainting of the nursery. Welcome support came in from PPG Johnstone’s Paints, who supplied the paint, and PB Joinery who kindly provided new radiator covers for the nursery area.
Chestnut Grove, Brotton
We delivered improvement works to Chestnut Grove over the summer as a result of customer involvement and feedback on the proposals. We will then re-engage with customers at the end of the work to ensure we have been successful.
Beech Walk, Eastfield
We sought feedback from all local residents who live and use the open space in Eastfield so we can gather input on potential future uses for the area.
Kirkleatham Community Day
We supported the Kirkleatham Community Fun Day and Litter Pick on Wednesday 28 August with with partners such as Cleveland Fire Brigade, South Gare Litter Pickers, Redcar Police and RCBC. Everyone involved made the day a success.
Dormanstown Locality Plan
Customers told us they wanted to live in a property that is warm, where they can afford their bills, and is located in an area that felt cared for. As part of our approach to provide support to our customers, our Assets Team undertook stock surveys to collate more detailed information to help us understand the needs of our customers better and develop a plan for the next steps.
Regent House, Darlington
As an organisation we have a duty of care and responsibility to keep customers safe, this includes assessing ongoing fire risks in multiple occupancy blocks. During a recent fire risk assessment at Regent House, it was found that the current location of the bin store, in the car park, was a potential fire risk and we acted swiftly to reduce this risk to customers and the building. After the removal of the bin store, we consulted with customers on two options for a new bin store area.
Empty Homes Policy
As part of the three-year review of our Empty Homes Policy, consultations with customers were conducted to identify any support needs or service improvement suggestions within the pre-termination process.
Roseberry Road, Redcar
Customers highlighted the lack of storage within the block for bikes causing issues with multiple properties storing bikes in communal hallways. Consultation was undertaken with customers to understand storage needs.
Church Lane North
Groundworks have started their liaison programme with residents on the Church Lane North Estate and invited them to give their input on the future use of the Community hub via a flyer campaign. Additionally, conducting weekly estate walks and chatting with the community about the future development of the communal green space.
Feet on the street
Our colleagues completed estate walkabouts, engaging with customers and responding to their questions on Wednesday 3 July.
Burnside, Eastfield
Obtained local feedback from customers on improvements to communal areas including fencing.
Bell Close, Seamer
We supported the local resident group which requested support to help spruce up a local communal space which included sanding and painting patio furniture, planting of raised beds and general weeding.
Dormanstown
Engagement event at Dormanstown Primary School held on Tuesday 16 July with Sid the Shark to raise awareness of Loan sharks alongside local partners.
Board chair candidates – stakeholder engagement
We’re committed to ensuring customer voices are heard throughout our organisation, including the important process of selecting our new chair of the board. A virtual meeting was held with customers to learn about the shortlisted potential candidates and provide valuable feedback to the selection committee.
Barrowcliff Community Clean Up
This community event took place on Friday 7 June and was a collaboration between resident volunteers, partner organisations and local charities such as Barrowcliff Big Local, North Yorkshire Council, Sanctuary Housing, Barrowcliff Residents’ Association, Gallows Close Centre and Sparks Project.
We supported the initiative to reduce fly-tipping in the area by;
- Funding one of the community skips
- Supporting our colleagues to take part in a community litter pick
- Providing a van to pick up pre-ordered items.
It was a great team effort and there was lots of community spirit. It was the largest event yet with an estimated 40 tonnes of waste removed from the area! This was achieved by organising free community skips across the estate, tipper vans taking fridge/freezer loads as well as two bin wagons taking additional loads.
It showcased the fantastic efforts of everyone involved and has resulted in a much cleaner and safer environment for the local community to enjoy. Well done to everyone involved!
New digital sign-up process
We contacted customers who recently experienced our new digital sign-up process to collate feedback and suggestions on ways we can further support the customer experience. The feedback was overwhelmingly positive and as a result, we will be adjusting our process to ensure customers are signposted to local support when necessary.
Tpas Diverse Voices focus groups
Beyond Housing is a member of the independent tenant support organisation Tpas. They asked us to promote the opportunity for customers to be part of virtual focus groups designed to understand the barriers faced by people from ethnic minority backgrounds, when it comes to engagement.
Staithes
A free skip provision for the local community in Staithes was held on Tuesday 18 June. We’d listened to customer feedback highlighting the difficulties customers were having removing their rubbish, due to lack of a nearby Household Waste Recycling Centre.
Hungate Court Drop-in event in partnership with Eon
This was an opportunity for local customers to see details of the works planned and ask any questions they had. They were also invited to partake in the project film and discuss what the work means to them and how it will benefit them and their homes.
Barrowcliff Residents Association, Scarborough
As part of our ongoing commitment to support the association via our historic stock transfer agreement, this year’s annual health check process was conducted with the group to strengthen the work of the group and ensure sustainability.
Eastfield Big Clean
Local residents and partner organisations took part in the Eastfield Big Clean event on Monday 20 May. The effort included over 40 people volunteering their time to help with litter picking and waste clearance. Three community skips were provided free of charge for local residents funded via a partnership between Beyond Housing, Eastfield Pact, North Yorkshire Council and McCain. This resulted in a much cleaner environment for the local community.
Dormanstown – ASB digital survey
Customers in Dormanstown tested a new digital survey that will be available for customers in the wider community when anti-social behaviour occurs to gather relevant useful information for support when investigating open cases. The digital survey allows customers to access through text much quicker then paper methods. This is now being used regularly as a more efficient method to obtain information from our customers.
Dormanstown locality plan – Improving spaces & communities
As part of the Dormanstown locality plan customers expressed a need for support with waste removal from gardens and homes. In collaboration with partners, we organised a community spring clean where 10-12 tonnes of waste and over 150 bags of rubbish were collected and removed.
Church Lane North, Grangetown – Residents drop-in
We hosted another opportunity for customers in the Church Lane North area to engage to discuss the ongoing regeneration work in the area. The drop-in provided an opportunity to discuss any issues with their specific homes and wider feedback on the regeneration of the area.
Customer summit
This year’s customer summit brought together customers and colleagues to discuss opportunities for digital services.
Feet on the street
Beyond Housing colleagues completed estate walkabouts, engaging with customers and responding to their questions.
Feet on the street
Beyond Housing colleagues completed estate walkabouts, engaging with customers and responding to their questions.
Tenant satisfaction measures
Following on from the first round of TSM collection data in October 2023, the second round of data collection commenced.
Customer scrutiny
Building on the collaboration with Tpas in developing Beyond Housing’s new approach to customer engagement, we launched our new scrutiny approach. The new scrutiny approach will focus on two key service areas: Neighbourhood management and asset/property management.
Feet on the street
Beyond Housing colleagues completed estate walkabouts, engaging with customers and responding to their questions.
Locality partnership event
A locality partnership event took place at Ennis Square in Dormanstown, involving various statutory, charitable and local organisations to discuss partnership working and customer feedback to move forward a deliverable plan.
Westfield Farm drop in event
A drop in event was held at Westfield Farm, offering customers access to services such as housing, repairs, damp and mould, income, benefits and employability.
Digital survey
A survey was sent to the residents of Dormanstown to understand their needs and expectations in shaping a safe and thriving community. This feedback will be used to develop a deliverable plan with partners.
Damp & Mould Policy review
We asked customers to provide feedback on the content of the new Damp & Mould Policy to help shape revisions to the policy.
Church Lane North customer liaison
Home visits and estate walk conducted by the project team to chat with customers who had raised issues on the Church Lane North community group on Facebook. Works identified have been raised, with some being resolved the day after customer engagement.
Digital service offer engagement
Customers provided feedback on what they want and expect from Beyond Housing’s digital service. Insight from this engagement is to be shared at an upcoming customer summit to validate the findings and to inform the digital service offer requirements.
Rent setting consultation
We consulted with customers on the expected rent increase in April. The consultation took place via a survey, with feedback collected via a digital and postal survey. Alongside the survey, customers were directed to the Beyond Housing website where they could find additional information on how the rent is set and options for additional support.
Digital services customer consultation
We engaged with customers to learn about their satisfaction with our digital services and to understand their needs and expectations for an online portal. We will conduct several digital research campaigns over the next couple of months to achieve this.
Dormanstown, Redcar – Neighbourhood investment consultation
To support the development of the locality plan for the Dormanstown area, we consulted with customers to identify investment opportunities and prioritise them.
Feet on the street
Beyond Housing colleagues completed estate walkabouts, engaging with customers and responding to their questions.
Neighbourhood investment consultation
A neighbourhood investment consultation took place in Dormanstown to understand customers’ needs. This was followed up by a drop in event, offering customers direct access to services.
Dovedale heating consultation
A heating consultation took place with Dovedale residents to understand their needs with regards to communal heating within a multi-occupancy flat.
Concerns, Complaints and Compliments Policy
We consulted with 400 customers to gather feedback on the policy content and adherence to commitments. The feedback will inform policy revisions.
Church Lane North, Grangetown – Estate walkabout
We held an estate walkabout in partnership with the East Cleveland Police and local residents to identify opportunities to reduce anti-social behaviour on the estate.
Feet on the street
Ward councillors and senior leaders, joined housing colleagues on estate walkabouts, where they engaged with customers and responded to their questions.
Dormanstown and Redcar area – Neighbourhood walkaround
Members of Beyond Housing’s Executive team, the director of property and commercial operations, and colleagues from the Housing team met with the local ward councillor on the estates to review opportunities to address reoccurring maintenance issues. Opportunities identified will feed into the creation of the localised action plan.
Communal space painting options
We surveyed customers to understand their preferred colour palette before starting the redecoration of their communal areas. We selected the colour palette with the highest number of votes.
Consumer Standards consultation
Beyond Housing customers were invited to provide their views on the Regulator for Social Housing’s proposed new standards.
Chestnut Grove, Brotton – Open space consultation
Based on customer and community feedback about increased anti-social behaviour, we collaborated with customers and partners to review and revise the proposed plans for improving open and garden spaces to reduce anti-social behaviour.
Beech Walk, Eastfields – Green space consultation
A large area of green space was highlighted by residents via their local councillor regarding ground maintenance and improvements for community use. A number of options have been proposed and a wider customer consultation will take place.
Seaton Close, Whitby – Parking consultation
Housing officers visited local residents to discuss parking concerns and opportunities for improvement.
Greengates mural project
Customers in the Kirkleatham area engaged in a project designed to deter graffiti by providing a mural in the area. Initial feedback has been positive and the project has moved into the planning phase.
Church Lane North community clean up
A community clean up providing an opportunity for customers to dispose of their unwanted items and waste with 61 bags of rubbish being collected, together with areas of fly tipping being cleared.
Church Lane North residents drop in
A regular drop in for customers in the Church Lane North area to discuss the ongoing regeneration project, works on their homes and to provide community feedback.
Tenant satisfaction measures
To measure Beyond Housing’s performance in delivering high-quality homes and services to customers, we started the first round (of two for the financial year 22/23) to gather data for the Regulator of Social Housing’s TSMs.
Thrushwood, Redcar – Open space project
Beyond Housing hosted a community forum with residents and partners to explore tree planting options for Thrushwood open space.
Birkdale Community Centre, Eston
We gathered residents’ opinions on the future use of the building and the types of support that could be provided to customers at the location.
Redcar and Eastfield areas – Community ‘clean-up’ day
Beyond Housing, in partnership with local councillors, hosted a successful community clean-up day. Colleagues from across the business joined volunteers to support the day and provided skips and cleaning equipment.
High Street flats, Eastfield – Safety improvements
We collected residents’ feedback on how to improve safety in the area, based on the recommendations of the local police’s report and our partnership work with the police and North Yorkshire Council. This feedback will help form the locality plan for the area.
Church Lane North, Grangetown – Residents’ group meeting
We held an open session for customers to discuss and give feedback about the current regeneration taking place on the estate.
Service hours consultation
Customers provided feedback via an online and postal survey on how they want to contact Beyond Housing, how they want to be contacted by Beyond Housing and when they want Beyond Housing’s presence in their homes. The feedback collected will be used to tailor and inform future service offers for customers.
Hungate Court, Scarborough – Liaison event
In partnership with Eon, we held a session to discuss proposed energy efficiency improvements for Hungate Court residents, allowing them to ask questions about the changes coming to their homes.
Feet on the street
Board members, directors, and senior leaders joined housing colleagues on estate walkabouts in Whitby, where they engaged with customers and responded to their questions.
Information Governance Policy
We gathered customer views on our privacy notice and the booklet that explains how we handle their data to verify the readability and understanding from a customer perspective. We learned from the feedback how our customers perceive our data practices. Based on the feedback, we revised the policy, the privacy statement and the accompanying booklet.
Equality, diversity and inclusion policy
As part of the review of our equality, diversity, and inclusion policy, we gathered customer feedback to assess customers’ understanding of our statements and commitments. The feedback will help shape the policy and improve the experience for customers.
Loftus town area – Drop-in session
Beyond Housing and the police held a joint drop-in session for local councillors and customers to report anti-social behaviour, share feedback and get help with managing their tenancies.
Danes Dyke, Scarborough – Residents’ meeting
Beyond Housing, Joseph Rowntree Housing Association and local residents discussed opportunities to offer support based on the needs of customers.
Mould and damp prevention leaflet
We gathered customer views on our mould and damp leaflet to verify the readability and understanding from a customer perspective. The feedback helped us make changes to the leaflet which now carries the customer stamp of approval.
Whitby – Feet on the street
Board members, directors, and senior leaders joined housing colleagues on estate walkabouts, where they engaged with customers and responded to their questions.
Robin Hood Close, Castleton – Communal planter consultation
Following discussions with the local residents’ group, we engaged with customers to understand their preferences for existing planters within the communal area. The discussions will inform options to create additional space in the communal area and the future of the communal planters.
Helredale area, Whitby – Grass cutting
Housing officers visited customers in their homes to discuss grass-cutting concerns and opportunities in their neighbourhood.
Church Lane North, Grangetown – Community walk around
We held a neighbourhood walkaround with customers and partners to identify areas of green space, opportunities for partnership working, funding and future community engagement.
Church Lane North, Grangetown – Open space project
We sought local customer views on the options for open spaces an architect had created and held a drop-in session with residents given the opportunity to discuss updates on the regeneration.
Bankfields, Middlesborough – Pulse check
Customers and former customers were engaged with to gather feedback about living in the area, which included anti-social behaviours, crime, and support within the local community. The feedback will be used to inform neighbourhood improvements.
Loftus town area – Drop-in session
Beyond Housing and the Police held a joint drop-in session for local councillors and customers to report anti-social behaviour, share feedback and get help with managing their tenancies.
