Previous activities – 2025

Community centre decorating consultation – Glaves Close, Ayton 

Following local customer feedback we will be undertaking some redecoration works to the community centre at Glaves Close in East Ayton.

Prior to this work commencing we consulted with residents on their preferred colour scheme for the centre, to support our decorating team to meet customers expectations and deliver a space everyone can enjoy.

Community clean up event, Bridlington  

On Tuesday 25 November 2026, we supported the local community, of Salkeld Meadows estate in Bridlington, with the removal of any unwanted items. Our friendly estate caretaking team and vans were on handamd removed five tipper van loads and two additional smaller van loads of electrical items.

Decoration voucher scheme  

We asked customers with recent lived experience of using our decoration voucher scheme (in partnership with PPG) for their feedback, to ensure the scheme is continuing to meet customer needs and also to identify any areas where we can improve the overall customer experience.  

Complaints and compliments policy  

We usually review our complaints and compliments policy every three years. Although our current policy is not yet due its review till January 2027, in light of several internal changes with how we manage our complaints processes, we commenced our review earlier. It is important we ensure our customers’ perspective is considered as part of this review process.

Customer insights confirm that the revised principles align with what customers expect from our service. Our involved customer feedback supported the focus on clear expectations, learning, and transparency – showing that the revised principles reflect customer priorities.

Acceptable communications procedure  

We have developed a new ‘acceptable communications procedure’. This procedure sets out how we will manage situations where a customer’s communication frequency, or method, places an excessive burden on resources, impacts colleague wellbeing, or prevents us from effectively serving other customers. 

We commenced consultations on this proposed procedure to ensure customer views can influence the content before it is finalised and then implemented. The consultations received overwhelmingly positive support from customers with 96% agreeing that the proposed procedure ‘takes a fair, transparent and reasonable approach and will help us to provide a better service to all customers’.  

New AI chatbot service  

Involved customers were invited to test our new AI enabled chatbot function, before it was launched on our website. They helped to obtain real-time feedback on the new service from a customer perspective.

Community litter pick – Skelton  

We held a community litter pick event at Byland Road, Skelton on Monday 10 November 2026. The event had a visible, positive impact on the local area and offered colleagues a chance to engage with customers, while helping to improve the local environment for the benefit of the wider community.

Me & My Home service

As part of our ongoing commitment to improving customer services, we’re introducing a new way to capture feedback on the Me & My Home digital system. This will help us better understand customer experiences, ensure the platform is easy to navigate, and identify opportunities to enhance the services we offer.

Feet on the street (Quarter 3)

We welcomed local customers and partner organisations to join us at our Feet on the Street estate walkabout events – an important opportunity to engage directly with communities, respond to local queries, and explore ways to work together to enhance neighbourhoods.

These walkabouts took place in Skelton, Cayton, Redcar, Barrowcliff, and Guisborough, where participants walked through each area, shared insights, and discussed opportunities for improvement.

Our teams are now reviewing the feedback gathered and will develop action plans to track progress on the issues raised. You can read key updates for each location by visiting our dedicated feet on the street webpage.

Customer energy-saving information event- Castleton

On Thursday 16 October 2025, we teamed up with our delivery partner YES Energy Solutions, for an amazing customer engagement event in Castleton. We showcased how ECO-funded energy efficiency upgrades to low energy efficient homes can support our customers. These upgrades include air source heat pumps, solar panels, upgraded insulation, and improved ventilation.

Those customers who joined us benefited from expert advice, practical resources and winter warmer goodie bags. It was fantastic to meet so many residents, answer their questions, and build confidence within the community how significant energy efficiency investment can make a real difference to their wellbeing and future energy costs.

Community clean up event – Seamer

Following feedback from residents at Bell Close, Seamer during a recent community meeting, an estate clean up event took place on Thursday 9 October 2025. Members of our estate caretaking team were joined by colleague volunteers to help improve the area and respond to the concerns raised.

Fire safety management in multi-occupied blocks

We recently engaged with customers to explore the most effective ways of sharing fire safety information in our multi-occupied buildings. As part of this, we sought feedback on our updated fire safety booklets, which are issued at the start of each tenancy and reviewed annually.

The consultation aimed to ensure customers clearly understand the safety procedures in place, along with their individual responsibilities. Their feedback will help us improve how we communicate key fire safety messages and raise awareness of important topics such as evacuation strategies, safe storage practices, and risks in communal areas.

Community clean up event – Dormanstown

On Thursday 23 October 2025, in partnership with Redcar & Cleveland Fire Service, we supported with the removal of any unwanted items for residents within the Dormanstown West area to ensure the local community have a clean environment to enjoy.

Ring doorbell giveaway – Dormanstown West

In response to customer feedback highlighting safety concerns in Dormanstown, we offered selected streets in Dormanstown West the opportunity to register interest in receiving a Ring Doorbell for their home.

This initiative forms part of our broader commitment to improving neighbourhood security and helping residents feel safer in their communities. Eligible households will be contacted with details on how to express interest. Installations will follow our established guidelines to ensure responsible use and respect for privacy.

Independent Living Forum – Sleights

We hosted our quarterly Independent Living Forum, in partnership with Reach & Respond, at Ingham Close Community Centre in Sleights. Local customers were invited to drop in for a cup of tea and chat, and provide feedback on services with our friendly team.

The session was held in partnership with local charitable organisation Revival North Yorkshire. There was also a housing officer present in order to help customers with any housing-related queries.

Unveiling of art installation – Whitby

Members of our Whitby team recently attended the unveiling of a vibrant community tile art installation at Kirkham Close Community Centre, proudly funded by Beyond Housing. Organised by Carers Plus Yorkshire, the event celebrated the creativity and collaboration of local residents who designed and contributed their own unique tiles to the display. A commemorative wall plaque was also revealed, honouring the community’s efforts. The finished artwork is now on permanent display on the exterior walls and in the rear garden of the centre, serving as a lasting symbol of local pride and partnership.

Scooter storage consultation – Hunmanby

We consulted with residents at Hungate Court, Hunmanby regarding the current mobility scooter storage arrangements and gathered feedback on potential neighbourhood improvements. This followed external changes to the building as part of the environmental improvement works funded through the Social Housing Decarbonisation Fund (SHDF).

The consultation aimed to identify a secure, accessible location for mobility scooter storage that aligns with the updated site layout, ensuring both safety and convenience for residents.

Stock condition surveys review

We engaged with customers to gather their feedback on our current stock condition survey letter and accompanying leaflet. Their insights provided a valuable customer perspective on the overall survey process, helping us identify opportunities to improve clarity and relevance.

Community clean up event – East Ayton

Our estate caretaking team and colleague volunteers assisted residents at Glaves Close, East Ayton with the removal of unwanted household goods. We took away two tipper vans items, including furniture, carpets, broken appliances and garden debris. This collaborative effort helped create a cleaner, more enjoyable environment for the local community.

Anti-social behaviour portal

We’ve recently launched a new digital customer portal for reporting anti-social behaviour, giving customers fast and easy access from any device. The portal also allows users to upload large files directly, making the reporting process more convenient and efficient.

As part of our commitment to continuous improvement, we’ve introduced a new feedback mechanism to capture customer experiences with the system. This will help us ensure the portal is user-friendly, meets customer needs, and highlights opportunities to further enhance the service.

Emergency services community support- Whitby

In response to the Langdale Moor Whitby fires, Reach & Respond, in partnership with Mark Bruce (Community Connector at Woodsmith Foundation), held a community donation event at Marton Court Community Centre to collect items for North Yorkshire Fire & Rescue Service.

The community response was overwhelmingly supportive with items such as bottled water, canned energy drinks, nonperishable snack foods being donated for those working to prevent the fire from spreading further.

Power down session – The Dunes, Redcar

During a planned full-building powerdown at The Dunes to carry out essential electrical works, we held a dedicated community support session for residents. Colleagues from across Beyond Housing came together to provide hot refreshments, social activities, and friendly conversation to help residents feel comfortable and supported throughout the disruption. We remained on-site until the works were complete, power was restored, and customers were able to safely return to their accommodation.

Carers Plus North Yorkshire event – Kirkham Close, Whitby

Beyond Housing and Reach & Respond colleagues attended a special event for local residents organised by Carers Plus North Yorkshire. There was lots of discussion about the progress of the art installation project, as well as a collection of repairs and maintenance requests and Reach & Respond queries. Carers Plus also kindly organised a visit from Butterwick Alpaca Retreat for residents and their families.

Customer engagement in procurement

At Beyond Housing, we value customer feedback and use it to shape how our contractors work in partnership with us to deliver high-quality services. Customer insight plays a key role in our procurement process, it helps us identify the principles that contractors must demonstrate when working in our communities. This means customer feedback directly influences how services are delivered both internally and through our supply chain.

By analysing customer insight, we identified the behaviours and standards that matter most to residents when operatives are working in their homes. These priorities have been embedded into our specification documents, ensuring that our tender requirements reflect what’s important to our customers and that contractors deliver services aligned with these expectations.

Feet on the street (Quarter 2)

We had a great opportunity to engage directly with our customers and partners during our estate walkabouts in Brotton, Dormanstown, East Ayton, Filey, Grangetown, Laburnham Road area, Overfields and South Bank. Thank you to local residents and partners for their attendance and feedback on the day.

Mayoral visit – Hungate Court

Following large-scale investment into improving the energy efficiency of our sheltered housing scheme at Hungate Court, we welcomed the Mayor of York and North Yorkshire to tour the building and talk through the improvements made with representatives from our contractor E.ON and the Beyond Housing team.

Our customers also had the opportunity to discuss the impact the changes have made to their daily lives, warmth, wellbeing and energy costs.

Anti-social behaviour (ASB) policy review

As part of our three-year review of the ASB policy, we consulted customers with recent lived experience of anti-social behaviour cases, to ensure their needs and expectations were directly reflected in the policy.

We gathered feedback from those involved in ASB cases within the past 12 months and reviewed internal customer insight data from recent complaints.

Customers highlighted ‘the importance of clear and consistent communication throughout the case process’ and ‘feeling supported’ as key drivers of satisfaction with our ASB management. These priorities have been embedded into the updated policy to ensure complainants are kept informed and supported every step of the way.

Barrowcliff Residents Association annual health check

We carried out the annual health check with the Barrowcliff Residents’ Association as part of their agreement to receive yearly revenue grants – an arrangement established during an historic stock transfer.

The process involved reviewing audited accounts, reflecting on the group’s activities over the past year, and working collaboratively to agree on improvement actions for the year ahead.

Community clean up event – Redcar

We held a community clean-up at Micklow Close in Redcar. Together with our partners we removed one full skip, 15 van fulls of rubbish, as well as a deep clean of roads and weed removal. In the afternoon RCBC Streetz Youth Team and local ward councillors were on site with free food and games to support the litter pick.

Customer forum

We launched the application process for customer forum members which received over 40 applications. These were reviewed by both customer-colleagues and our customer insight panel.

Applicants were also invited to our ‘Meet & Greet’ events, held at our Redcar and Scarborough offices on Friday 27 June 2025, giving prospective members the opportunity to learn more about the role and ask any questions.

Community fund customer panel

This year’s Beyond Housing Community Fund saw a strong response, with 52 applications submitted – an increase of 10 from the previous year.

In June, our 15 community fund customer panel members took on the exciting task of reviewing the submissions. They  participated either by post or through online forms, using a scoring matrix to guide their assessments. To ensure fairness, each application was scored by three different panel members.

Newsletter redesign – Whitby

As part of our commitment to improving the customer experience, we recently worked with residents to review our localised newsletters. We began by redesigning the bi-annual Whitby digital newsletter to make it more useful, engaging, and relevant to the community.

During the review, customers shared which sections they found most valuable, with housing maintenance emerging as the most popular. They also expressed interest in future topics such as anti-social behaviour and neighbourhood improvement updates.

Based on this feedback, we plan to roll out the new, more interactive format across our wider range of localised newsletters.

Community drop-in – Bell Close, Seamer

At the request of the community group Ding Dong Bells, and in collaboration with our customers, we hosted a dedicated drop-in session with the area’s housing officer and community engagement manager.

The session provided an opportunity to discuss communal spaces, individual housing concerns, and explore ways to further support the group’s initiatives.

In response to the feedback received, we are now looking into improvements to path safety and communal lighting to better meet the needs of the community.

Community clean up event – Redcar

In collaboration with our partners, we hosted a community clean-up event to assist the residents of Keilder Close and Wykeham Close in Redcar. Our goal was to help them clear unwanted rubbish from their homes and open spaces. The event also featured additional activities led by local councillors, including a litter pick and enjoyable activities for children.

Communal decorating consultation – Hungate Court, Hunmanby

Following the successful completion of a large-scale energy efficiency project, we consulted customers on their preferred colour scheme for the communal areas at Hungate Court. The valuable feedback we received enabled our decorating team to meet customers’ expectations and deliver a result everyone is pleased with.

Community clean up event – Southbank

In collaboration with our partners, we hosted a community clean-up event to assist the residents of Bevanlee Road and Keir Hardie in Southbank. Our goal was to help them clear unwanted rubbish from their homes and open spaces. The event also featured additional activities led by local councillors, including a litter pick and enjoyable activities for children.

Broadacres community drop in – Scarborough

In partnership with Broadacres Housing Association, we participated in their community drop-in event at Scarborough library. Our objective was to connect with the local community, support Broadacres in building links with Beyond Housing and other stakeholders, and assist residents with any home-related queries.

Community information sharing event – Eastfield

Our communities team joined local partners to host an information event for customers who live in the Eastfield area. The event took place at the Eastfield Community Shop, where the team met customers and gave advice and guidance on our services.

Feet on the street – Whitby

As part of a Whitby pilot project, we had a fantastic opportunity to connect directly with customers and community partners during an estate walk across the Stakesby, White Leys, Castle Park, St Peters, and Helredale areas.

This initiative allowed us to listen to local feedback, strengthen relationships, and gain valuable insights into the needs of each neighbourhood.

Scarborough beach clean event

Eight of our colleagues joined customers in volunteering for a community event organised by our contractor, Equans. This large-scale initiative focused on cleaning Scarborough beach and enhancing the local environment for residents.

Thanks to everyone’s efforts, the event made a meaningful impact on the area and demonstrated the power of collaboration in supporting our communities.

Community art project – Kirkham Close, Whitby

June saw the two final community art ‘creation’ sessions for customers and residents in the local area. Participants had the opportunity to design and create tiles, which will be part of a large-scale external art installation on the side of the community centre in September 2025.

A dedicated session for children and their families was also held on Saturday 14 June 2025, to encourage intergenerational engagement.

Feet on the street (Quarter 1)

We have enhanced our feet on the street estate walkabouts for 2025. These events provide us with a great opportunity to directly engage with our customers and communities. We respond to any localised queries and look at ways we can work in partnership with other organisations and agencies to further develop areas for the benefit of our local communities.

Our first quarterly sessions took place on Tuesday 1 April 2025 and were hugely successful as colleagues from across the business got out of the office and into the heart of our local communities. We also welcomed along local residents and partner organisations too.

We covered a total of eight locations including Ayton Drive Estate, Bankfields, Boosbeck, Coniston Road Estate, Easington, Eastfield, Greengates Estate and Northstead. We had some great collaborative discussions and improvement suggestions, and it was really positive to have a visible partnership presence within our communities from organisations such as the police and the fire and rescue services.

Tenancy sustainment support project

Our communities and customer insight teams have collaborated to explore the best ways to support tenancy sustainment and help customers remain in their Beyond Housing homes.

This initiative involved engaging with customers who frequently bid on the online housing portals, to understand their main reasons for wanting to move and identify potential support opportunities to retain them in their current homes.

This feedback exercise will now progress to phase two, where further customer engagement will take place in the coming months to ensure the approach is optimised for both the business and customer support.

Community art project – Whitby

Beyond Housing is working with Carers Plus North Yorkshire on a community art project to design and create a large mosaic for the exterior of the Kirkham Close Community Centre and gardens. The first of four community art project sessions took place in April.

The purpose is to make the centre uniquely identifiable to the local community, engage with a wider resident base and increase awareness of the range of support groups and services available at the centre.

Woodland Action Day – Loftus

As part of our continued commitment to the Loftus Woodland project, we held an action day on Wednesday 2 April 2025. These action days, in partnership with Loftus Town Council and Redcar & Cleveland Borough Council, are organised to help refresh the area ready for summer, with new trees and flowers, path repairs and general maintenance.

Easter gifts – Gallows Close, Barrowcliff

Our roofing contractor F&I reently donated 100 easter eggs to Gallows Close Community Centre as part of a social value pledge. Approximately 50 children attended the easter holiday club all received an egg, and the remaining 50 were distributed via the centre’s free café and food parcel scheme.

Beyond Housing Community Fund

We launched the 2025/26 Beyond Housing Community Fund and this year’s theme was focused on supporting youth activities and providing an opportunity for community projects and activities.

The fund will provide successful projects with a cash boost which will be used to strengthen their activities in the local community.

Bankfields communal areas consultation

We hosted this consultation following comments from customers about their waste bins being regularly removed from their communal spaces. We gained valuable feedback from customers, which explored different ways for their communal bins to be secured. The outcome will be run as a pilot project, with the potential to be rolled out across other communal areas.

Digital inclusion community events

Our local Reach & Respond Responders hosted a roadshow of community events to introduce the benefits of modern technology, in a supportive and engaging way, to foster digital inclusion.

By encouraging residents to access and enjoy the benefits of tools such as an Amazon Alexa, we hope to reduce social isolation and hopefully make people’s lives a little bit easier.

Following on from our four successful community sessions which took place in February, we held a further three session in March, engaging a further 75 local customers. These took place at:

• Beck Hole Community Centre in Cayton – Thursday 6 March
• Glaves Close Community Centre, Ayton – Friday 7 March
• Bell Close Community Centre in Seamer – Tuesday 11 March.

Rent To Buy Policy review

The Rent To Buy policy sets out our approach for the allocation, reservation, sale and management of rent to buy homes. Our low-cost home ownership scheme allows working households to rent a home at an intermediate rent, providing them the opportunity to save for a deposit over time to purchase their first home.

Our policy document is currently undergoing its three-year review, and as part of this process, we engaged with our current rent to buy customers to ensure their feedback and experiences are considered within the review process.

Pre-tenancy checks

This consultation was organised following changes to the new digital approach to ‘pre-tenancy affordability and support checks’ for prospective customers, with our Income Management team. We captured customer feedback on these changes and reviewed how they impacted customer from their perspective.

We reached out to 79 customers to gather their thoughts on the new process and found that:

• 86% felt very satisfied with their recent interactions with Beyond Housing providing comments such as
  • ‘It was very helpful, keep up the good work’
  • ‘The were very helpful and informative staff’.

As part of the new procedure, one of the key improvements we made was to send customers a digital copy of the pre-tenancy check document to reinforce the conversation and keep them fully informed. We asked the same recent lived experience customers if they found the pre-tenancy check document helpful:

• 82% agreed, expressing high satisfaction.

From this positive feedback, we will now continue with the implementation of this new approach going forward for the benefit of future customers.

Castle Ward community clean-up event

Following our successful clean-up day held in November 2024, we recently hosted another event in the Castle Ward area of Scarborough on Friday 28 March.

Supporting North Yorkshire Council’s ‘Sprucing Up Scarborough’ events (28 & 29 March), skips were placed at East Mount Flats and Cross Street to encourage residents to have a spring clean. Our neighbourhoods team was also on site to support with removing fly-tipping and large items.

Safer Streets’ engagement sessions – Redcar

During February and March, we worked with local partners, such as Redcar & Cleveland Borough Council, to host several community engagement sessions at Westfield Farm.

Loftus Woodland Action Day

As part of our continued commitment to our Loftus Woodland project delivered in 2021, we are held an action day on Wednesday 26 March.

These action days, in partnership with Loftus Town Council & Redcar & Cleveland Borough Council, will help refresh the area ready for summer with new trees and flowers, path repairs and general maintenance

Digital inclusion community events

Our local Reach & Respond Responders hosted a roadshow of community events to introduce the benefits of modern technology, in a supportive and engaging way, to foster digital inclusion.

By encouraging residents to access and enjoy the benefits of tools such as an Amazon Alexa, we hope to reduce social isolation and hopefully make people’s lives a little bit easier.

There were four community sessions which took place in February at:

• Marton Court Community Centre in Whitby – Friday 14 February
• Gatesgarth Close Community Centre in Newby – Friday 14 February
• Danes Dyke Community Centre in Scalby – Tuesday 18 February
• Kirkham Close Community Centre in Whitby – Thursday 20 February
• Three more events were organised for March.

Whitby localised engagement

We are exploring ways to provide more community-based services in line with our customer promise. To understand how customers would prefer to engage with us locally, we created a short survey for customers residing in Whitby and surrounding villages.

Approximately 60% of respondents stated ‘yes’ to an interest in drop-in events, so our Whitby team has listened to this feedback and is planning to trial community drop-in sessions in the near future.

Customer Alterations & Improvements Policy review

We welcome how important it is for customers to be able to make alterations and improvements to their homes. With this in mind, we contacted 148 customers who had experienced our customer alterations process within the last year, and asked them for feedback, as part of the Customer Alterations & Improvements Policy document three-year review process

The consultation contained five questions which focused upon

• Clarity of understanding from the information given to them at the tenancy sign-up process
• Our dedicated webpage on the Beyond Housing website for customer alterations.
  • The webpage also contains an online form for customers to request an alteration or improvement to their home.

Overall, the feedback was positive, with customers stating that the information was clear and accessible. They highlighted the importance of effective communication during the sign-up process and spoke about the impact it had on their experience.

The feedback also emphasised that the current content on the alterations webpage is information that customers need, and they understand what it means.

An improvement suggestion highlighted the need for more promotion of the webpage and its useful content to customers. In response to this feedback, we will look to raise awareness through our various customer communication channels.

Whitby community clean-up event

To support the local community in the Rohilla Close area of Whitby, we held a community clean-up event on Thursday 27 February. Our team and vans were on-site to support customers in removing and disposing of unwanted household items, and we also provided free community skip provision.

The event was a great success! Not only did residents make good use of the large skip we provided, we also took 3 tipper vanloads to landfill. A general litter sweep was conducted, team members noted some external jobs and general repairs that were required, and took time to chat with residents in the area.

The event was really beneficial and will help keep the local area a safe, clean space for the community to enjoy.

Tenant Satisfaction Measures

This month, our independent research partner, IFF Research, recently gathered information to inform our Tenant Satisfaction Measures (TSMs). These measures feed into our performance under the Regulator of Social Housing’s TSMs standard (which came into effect in April 2023), emphasising the importance of tenant voices.

‘Safer Streets’ engagement sessions – Redcar

We worked with local partners, such as Redcar & Cleveland Borough Council, to host several community engagement sessions at Westfield Farm this month.

Our FREDIE 2025 priorities

As part of our Fairness, Respect, Equality, Diversity, Inclusion and Engagement (FREDIE) Annual Report, we sought input from our involved customers into our 2025 action plan, to further support our work for the year ahead.

We provided customers with the seven key actions that supported our 2025 FREDIE aims and asked them which ones they felt were most important. They were also given the opportunity to tell us if any actions were missing.

These were the top three actions customers wanted us to focus on:

• Colleague training
• Data collection and refresh
• Campaigns and policies.

These have now been prioritised and we will ensure feedback on progress with each of these actions within updates to all customers, in next year’s report.

Independent Living Forum – Whitby

In response to positive feedback for our previous Independent Living Forum events, we have established a regular, quarterly session. This involves our team visiting community centres in a variety of locations, so they can actively engage with local customers.

Our January event took place at Kirkham Close Community Centre in Whitby on Friday 31 January. We shared warm winter giveaways like cosy hoodies (funded by our Travis Perkins social fund) and some lovely handmade knitted blankets and headband warmers, donated by our generous community members.

Residents provided us with valuable feedback about our Reach & Respond service, helping us to shape our plan for the next five years.

Our next Independent Living Forum event will be in the Filey area in May.

The Green – Ugthorpe, Whitby

A customer consultation took place with local residents regarding the use of the large green space to the front of their properties, giving them the opportunity to provide ideas for improvement and enhancement.

Feedback suggestions included:

• Improving vehicle access to their homes and
• Adding fencing to protect the green space and local children

These key customer priorities are now being investigated for potential neighbourhood improvement options.

Bridlington community clean-up event

We held a community clean-up event on Thursday 20 January 2025 to support the local community at Salkeld Meadows in Bridlington.

Our colleagues were on hand to dispose of large unwanted household items and helped to clear garden spaces, ensuring the local area is a safe, clean space for the community to enjoy.

Our team and vans on-site were given great, positive feedback and were thanked by local customers for the event.