Information, Advice and Guidance (IAG) Statement 2026
Our service is committed to providing high‑quality Information, Advice and Guidance (IAG) to support individuals into work, education and training. We recognise that everyone’s journey is different, and we tailor our approach to ensure each person receives the support they need to make informed decisions and achieve their goals.
Information
We provide impartial, accessible and factual information to help our customers’ clearly understand the opportunities available to them. This may include details about employment, education, training, qualifications, and local support services.
Advice
Our advisors offer impartial advice based on individual needs, circumstances and ambitions. By exploring relevant options, we help customers weigh up their choices to empower them to make confident, informed decisions about their next steps.
Guidance
We offer personalised, one‑to‑one guidance to support individuals’ moving forward on their chosen path. This includes ongoing mentoring to help overcome barriers, develop skills, access opportunities and progress towards sustainable employment, education or training.
Our Commitment
Through friendly, tailored support, we aim to build confidence, knowledge and practical tools needed to succeed. Whether the aim is to develop skills, return to work, access training or gain qualifications, our Employment Support and Trainig team is here to help every step of the way.
- The Beyond Housing Employment Support and Training IAG service is delivered through:
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- Pre-support checking for customer eligibility on core service or choosing another service with Beyond Housing, that is most suited to the customers’ needs particularly in terms of support available, eligibility for funded programmes
- Onboarding/sign onto service, key information and advice related to the support service is presented, support goals and expectations set out
- In-support via regular customer progress reviews, advice on support available, possible progression routes, opportunities provided to support goals
- End of service via final progress review and customer satisfaction survey to identify feedback and or further support required
- At any time, referral to other agencies and training providers for advice on careers, work and learning that may be outside the scope of what Beyond Housing is able to provide.
- To ensure that IAG services are accessible to all and are of high quality, we will:
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- Work towards maintaining the Matrix IAG quality mark and ensure that IAG services meet the standards within this framework
- Ensure that marketing, promotional and information materials are comprehensive, accessible and available in a range of formats
- Monitor the effectiveness and improve the quality of IAG via:
- Customer feedback
- Colleague feedback
- Partner feedback
- IAG observations of new and existing staff
- Quality assurance processes
- Analysis of Initial Customer Profiles through Wheel of Life Tool, HACT, SMART targets, career aspirations and Customer Progress Reviews
- Analysis of outcomes for customers – performance indicators
- Annual review, renewal and update of information materials.
- Provide opportunities for colleagues to obtain training and/or qualifications in IAG to ensure understanding of:
- IAG statement, objectives, procedures and performance indicators
- Equality and diversity
- Confidentiality issues
- Customer support, including financial support
- Referral systems (internal and external)
- Customer care, health & safety and safeguarding
- Technological support
- Information sources.
- Develop and review partnerships and networks to support provision of impartial IAG and referral to appropriate partners and other external agencies/services
- Embed IAG in quality assurance, colleague development and training and the performance review/Be Your Best processes.
Operational procedures
- The process flow outlines the IAG process steps and opportunities to deliver information, advice and guidance:
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Pre- support Sign onto Service In-Support End of Service Support Process Customer eligibility for core or funded programmes Customers’ needs – support available
IAG guidance notes
Enrolment and data capture form Wheel of Life
HACT
Advise customer of development outcomes to be delivered
Agree outcomes to be achieved
Plan and tracker
Customer progress reviews One-to-one meeting
Referrals into other support services
Progress tracking
Wheel of life
HACT
Final progress review Customer satisfaction survey
Final progress tracker
HACT
IAG Statement BYB – Be Your Best
Information materials
IAG observations
FREDIE – Fairness Respect Equality Diversity Inclusion Engagement
Safeguarding policy
Confidentiality and professional integrity
Continuing professional development
Feedback and continuous improvement
Progress trackers
Performance indicators
Team meetings
IAG process bbservation
CPD process
Customer feedback
Service feedback
