Previous activities – 2023

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 – estate walkabout

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 regard 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 – estate walkabout

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 our 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 recurring maintenance issues. Opportunities identified will feed into the creation of the localised action plan.

Communal space painting options

We asked customers to complete a survey 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 green space area was highlighted by residents to their local councillor regarding ground maintenance and improvements for community use. Several 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 

We hosted a community clean-up day, which provided an opportunity for customers to dispose of their unwanted items and waste. 61 bags of rubbish were collected, and areas of fly-tipping were 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 our 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 Tenant Satisfaction Measures (TSMs).

Thrushwood, Redcar – open space project

We 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

In partnership with local councillors, we hosted a successful community clean-up day. Colleagues 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. This was 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 by a (online and postal) survey on:

• How they want to contact Beyond Housing
• How they want to be contacted by Beyond Housing
• When they want Beyond Housing’s presence in their homes.

The feedback will 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 – estate walkabout

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 data, to verify the readability and understanding from a customer perspective.

We learned about how our customers perceive our data practice and 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

Together with the police, we 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 customer needs.

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, and it now has the customer stamp of approval.

Feet on the street – estate walkabout (Whitby)

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.

Bankfields, Middlesborough – pulse check

We engaged with customers and former customers to gather feedback about living in the area, which included anti-social behaviours, crime, and support within the local community. The feedback was used to inform neighbourhood improvements.

Loftus town area – drop-in session

Together with the police, we held a joint drop-in session for local councillors and customers to report anti-social behaviour, share feedback, and get help managing their tenancies.

Church Lane North – resident drop-in

Feet on the street – estate walkabout

Feet on the street – estate walkabout