Social 

Beyond Housing has a stand-alone script for categorising the risk for damp and mould. This dictates how quickly we visit the property dependent on the category rating.

Beyond Housing’s escalation process is as follows:

• Severe HHSRS – 24hrs
• Severe customer reported – 24hrs
• Moderate – 15 calendar days
• Slight – 60 calendar days.

We introduced tools to support diagnose and categorise customer reported damp and mould which include:

• A scoring matrix
• Video calls
• Designated advisors to specialise in damp and mould case management.

Surveyors carry out stock condition surveys to 20% of properties annually, ensuring a full inspection of every property within a five-year cycle. If damp or mould is identified during a survey, a HHSRS job is initiated and escalated for immediate action. Dedicated operatives address the issue on-site, performing necessary remedial works where able to and document the process and follow-on works digitally using a standardised form.

Once the risk has been removed any follow-on works must be completed within the agreed timeframe. When a damp and mould operative attends an affected property, they complete a live inspection form identifying the initial category rating and end category rating following remedial works. The report also identifies if the property is safe to reside once initial works have been carried out which then sends an automated report to the responsible person to action forming an escalation process.

Beyond Housing complete a physical 9-month post inspection for all severe HHSRS and customer reported cases.

When a report of typical condensation rating is reported the customer is sent an advice leaflet and hygrometer to their home to provide guidance on how to ventilate their home and reduce condensation levels. Advice leaflets and hygrometers are distributed by operatives during visits and also sent to customers via post for ‘typical’ rated condensation diagnosis.

We consulted with residents to gather valuable feedback on our website information and advice leaflet. This input helped us improve the clarity and effectiveness of our materials, making it easier for customers to understand how to report damp and mould issues.

We’ve published a new damp and mould policy which was published in May 2024. This comprehensive approach ensures our policies and information align with customer needs and Awaabs law.

To provide even better support, we have implemented a dedicated team of case management handlers to handle category 1 and 2 damp and mould reports. These specialists are the primary point of contact for affected customers, providing clear communication throughout the entire process. From initial report to completion of works, residents will receive regular updates on progress.

We have implemented CRM to ensure significant damp and mould reports are dealt with in line with Awaabs Law legislation timescales.

The table below confirms the total number of Customer and HHSRS reported damp and mould cases requiring action for category 1 and 2.

The complete number of individual properties requiring action for category 1 and category 2 during the 24/25 period was 947, which accounts for 5.97% of Beyond Housing’s stock.

We use tenant satisfaction measures to inform our strategic plans. By reviewing services with lower scores, we aim to identify areas for improvement and enhance the customer experience. Additionally, we strive to learn from best practices in areas where we have achieved high scores.

You can read more about Beyond Housing’s tenant satisfaction scores here.

Reach & Respond provides a range of services to help people stay happy, healthy and independent in their own homes no matter their age. Our services range from technology solutions to welfare calls and visits. We offer a range of Lifeline home units, which can be combined with telecare sensors from our large portfolio to create personalised care and support.

Reach & Respond provides customers and their family with the reassurance that no matter what the emergency or when it happens, someone will be there to help. With just the push of a button, our response team is here 24/7, 365 days a year. On average it takes one of our responders 24 minutes to arrive. Our responders are often able to assist customers without the need to call the emergency services, though sometimes customers do require medical intervention. Talking to our customer’s and supporting them while they wait for an ambulance is a part of the responder role that is often forgotten or overlooked but it can be the most rewarding.

In addition to our emergency response service, we offer welfare visits to customers who would like some company or simply to check they are ok. One of our customers said “Having someone to come and check on me every morning is reassuring, especially if anything goes wrong, I know someone is coming. My family lives far away and I like the company every day. The staff are very nice and always listen to me”.

You can find out more about the service offered by Reach & Respond here.

This is a portal for customers to take control and manage their tenancies online and in one place. They can check their rent balance, make a payment, report and track repairs, update personal information, view, and print rent statements.

Read more about Me & My Home here.

This is our community resource and training centre based in Dormanstown which offers free internet access. In 2024/2025 82 new customers accessed Westfield Farm and 1393 appointments were made to by customers to use the IT suite.  In partnership with Lighthouse Navigation NE, we delivered our first digital cafe which consisted of six sessions to raise awareness and support customers to engage with services digitally and connect.

Read more about Westfield farm here.

The adaptations team delivers minor adaptations directly to customers in their home and have extended this offer to include ‘Adaptations Without Delay’ whereby some minor adaptations can be provided without the need for an Occupational Therapy assessment (such as grab rails, key safes, lever taps and additional banisters).

Beyond Housing works in partnership with local authority Home Improvement Agencies, Handyperson’s Adaptations and Occupational Therapy teams to deliver minor and major adaptations and identify (and feed into the development of) suitable accommodation for customers with specific requirements for adaptations. This supports customers to remain living independently in their homes without the need for supported or specialist accommodation.

Read more about the adaptions service here.

Beyond Housing has a dedicated safeguarding coordinator to ensure that customers and their families are supported against any potential abuse. Their role is underpinned by service area safeguarding leads to embed safeguarding in all service delivery. This is done through our induction and training and through awareness raising with all colleagues in parallel with detailed policy and procedure.

We have developed a concerns system, monitored continually, where colleagues and external agencies can raise concerns to be investigated, as well as partnership working with statutory, specialist and third sector services to deliver robust interventions to support customers.

Read more about safeguarding here.

This team focuses on providing intensive customer support including advice on universal credit, fuel poverty grant support and advice on direct government rental support. In 2024/25 this service supported customers across 481 cases to access a further £2,185,083 in benefits, resulting in the level of rent arrears remaining under control.

Read more about income management support here.

The community partnership and engagement team are a dedicated resource supporting local initiatives and provide the link between Beyond Housing, communities and external partners. They work alongside teams from across the business and external partners to support and deliver community change.

One example of this is in working with partners and local community to understand and address community needs in Dormanstown in Redcar, through the development of a ‘Locality Plan’ for the area. This involved seeking resident views on the main issues for their community though drop ins, door to door and survey consultation. So far, this work has delivered two community clean up days, supported a new breakfast club and Eco Shop in the primary school, attracted external funding and support, provided one to one support in identifying and reporting repairs and money management advice.

Read more about how we engage with our customers here.

The intensive housing management service is delivered by tenancy management advisors and underpinned by tenancy support officers. The service is available to all customers for an initial period of 13 weeks. It provides assessed needs, support and risk planning, and hands-on support to empower customers to sustain their tenancy.

Typically, customers using the service will be struggling to declutter their homes due to physical disability or clinical condition, such as hoarding. Tenancy management advisors also assist customers to access longer term support through statutory services, such as adult social care, or third sector voluntary support services. Customers engaging with this service are 84% more likely to remain living independently in their own home than without support.

Reach & Respond maintains a partnership with Carers Plus Yorkshire, aimed at engaging customers in the community to support social inclusion. Through this partnership, customers participate in activities such as crafts, chair exercises, and organised events at local community centres.

In 2024/2025, an Independent Living Forum was established to facilitate conversations and gather feedback on customer priorities and perspectives regarding the future of the service. Information collected through the forum contributes to the development of services provided by Beyond Housing and Reach & Respond.

In collaboration with North Yorkshire Council, funding was secured for a digital inclusion Alexa project, supported by the UK government’s UK Shared Prosperity Fund. A team of trained digital champions conducted sessions at community centres, and customers received Alexa devices for their homes.

The grassed area behind Wilton Avenue, in Dormanstown had become a hotspot for persistent fly-tipping and illegal off-road motorbike and quad bike activity. Its proximity to residents’ back gardens raised significant concerns about safety, noise, and anti-social behaviour. To address these issues and restore community confidence, we consulted with local residents who requested that we close off the area to the public.

Access to the open space has now been restricted to the public, through the installation of security fencing and gated entry points. These measures aim to deter fly-tipping, prevent off-road vehicles, and reduce instances of antisocial behaviour, ultimately creating a safer and more secure environment for residents.

The Barrowcliff ‘Clear Hold Build’ initiative officially launched in March 2024 and is part of a national approach to tackle areas impacted by organised crime. It is a multi-agency effort led by North Yorkshire Police and is known locally as ‘Building Barrowcliff Together’.

• Clear: Disrupt and remove serious and organised crime networks
• Hold: Maintain a police and partner presence to prevent re-entry
• Build: Rebuild the community through long-term support, engagement and investment.

The immediate focus of the partnership is on tackling crime and anti-social behaviour with a longer-term, holistic approach to re-building and supporting the neighbourhood through targeted enforcement, community engagement and support services.

The initiative has been the catalyst for intensive involvement on the estate and, with Beyond Housing’s role as the largest social housing provider in the area, has instigated a ‘Locality Plan’ approach from the organisation.

To date, Beyond Housing has implemented a range of physical measures to improve the safety and security of external communal spaces across several of our housing blocks and individual properties. These enhancements have included the targeted distribution of Ring doorbells where appropriate, installation of fencing, security gates and anti-climb solutions (see images below). We continue to work closely with North Yorkshire Police, securing closure orders and sharing intelligence to address persistent issues across the estate. Our presence remains consistent, with regular drop-in sessions held at the community hub, hosted by our housing, tenancy support, income, and employment teams, to provide accessible, face-to-face support. Beyond Housing has also invested £29,720 in funding and equipment for local community groups and continues to collaborate with these organisations on future initiatives, supported by contractor social value contributions and internal resources.

Further steps include the conversion of a vacant flat into a dedicated satellite office for shared use by Beyond Housing, the police, and other local partners. In addition, we are exploring longer-term regeneration plans to bring an underused block of flats back into full residential use, helping to revitalise the wider neighbourhood.