A social housing tenant called a "tramp" by a worker from his home's management company, who used an expletive with the slur, said it had left him feeling worthless and "like scum".

The customer, who the BBC has agreed not to name to protect his daughter's identity, said the insult had been the final straw after months of reporting mould in his home to the company.

Beyond Housing runs 15,000 properties across the Tees Valley and North Yorkshire, some rented to people on low incomes or benefits. It said it had apologised profusely to the customer "for the totally unacceptable behaviour".

Henry - not his real name - said his living situation had pushed him to "breaking point".

The derogatory comments made by one worker to another - referring to the family's belongings piled in the living room, which had been put there by other Beyond Housing workers - were picked up on a CCTV camera in the house.

Apparently in reference to Henry reporting the issues to the housing ombudsman, the worker said, also using an expletive: "The ombudsman should tell them to stop being a tramp."

Henry said this had left him feeling like "scum" and shaking with anger.

"It makes you feel you're worthless," Henry said. "They can argue all they want that's a one-off individual but I didn't hear anybody pull him up on that.

"It makes you feel you're just nothing, to them you're below them."

The employment status of the worker is unclear. Beyond Housing said it had carried out a full investigation and all colleagues had been reminded of their responsibilities while working in customers' homes.

It initially said it could not identify the worker who made the comment because it had only received an audio file of the incident. However, the company had received a video file, which identified the workers present, via an email from Henry in April.

When the BBC pointed this out, Beyond Housing responded to say its systems had initially identified the files as audio-only, but it had now viewed the video with "specific software", reopened its investigation and would "take appropriate action".

"Where our service had fallen short, we have acknowledged that, apologised and made redress where appropriate," it said.

Henry noticed the mould in his rental property, where he lives with his partner and seven-year-old daughter, in November 2025 and said he reported that, and some damp, to Beyond Housing at the end of that month or the start of December.

The mould had initially been highlighted on the survey prior to them moving in. The company had treated it, but did not carry out the structural work needed to prevent it returning.

Documents show it was aware Henry's daughter had asthma, which put her at an increased risk if exposed to mould.

"Even when they knew the problem was there, they still allowed a family to move in," Henry said.

The company said it was sorry the need for substantial repair work was not identified before the family moved into the property and only a temporary fix was carried out.

Over the following weeks, it inspected the mould and twice logged it as an emergency repair. It applied a treatment to remove the immediate risk, it said, but did not repair the root cause of the problem.

By this time, Henry's daughter had developed "really worrying" respiratory issues which did not respond to antibiotics, he said.

Legislation introduced last year requires landlords to inspect and fix emergency hazards and remove the immediate risk within 24 hours of them being reported. It also requires them to start remedial work within 12 weeks to prevent problems recurring.

Structural remedial works to resolve the issue in Henry's home were scheduled to begin on 27 February - approximately 11 weeks after the company's first inspection. Beyond Housing said it had made the property safe before the remedial work began and acted within the timeframes set out by the legislation.

However, Henry felt his concerns about his daughter's health were ignored and repairs were not done with the "urgency it required".

Even after the company had applied a temporary treatment, the family said they never felt safe because the mould returned several times.

"There's putting temporary measures in place and then there's fixing it," Henry said.

"You might be able to accept one visit of a wipe down and a paint over whilst they get the situation in order and the jobs in order. But three times? That's unacceptable."

During a visit to the home, a Beyond Housing manager told Henry's partner he would not let his own children live in such conditions, Henry said, adding he had made the company aware of the comment. Hearing it was a "relief because you know you're not overreacting", he said.

The family were moved into temporary accommodation, which the company said was "usual practice" during extensive and disruptive works and not as a direct result of the conversation.

A GP note showed Henry's daughter's health significantly improved when she moved out of the house.

Henry has asked the company for £60,000 compensation for the distress caused by the situation, the impact on his daughter's health and damage caused to some possessions.

The company said it had made clear it "would only make compensation payments that are evidenced and through the established complaints, insurance or legal routes".

Where damage to personal items had occurred, it said it would provide replacements.

Henry said he was angry to hear workers "mocking" his settlement proposal while at his house, for which the company has also apologised.

After making official complaints and telling the company he would share his story with the media and regulatory bodies if they did not provide a settlement fee, Henry accepted a £5,000 goodwill gesture, which the firm said was "to acknowledge the inconvenience and disruption". He is still seeking further compensation.

He has also apologised to the company for his tone in "emotionally fuelled messages" to them, which he said were the result of the frustration of his situation during a "difficult moment".

"You wouldn't go through the hardship of this situation if they'd fixed it when they knew about it," Henry said. "It's brought a lot of us to breaking point over the last three months."

Beyond Housing said it took reports of "damp, mould, disrepair and potential hazards extremely seriously, particularly where a household includes vulnerable people".

"We believe we have listened and responded to all of the concerns raised, so we are truly sorry they feel ignored," it said.

"Alternative, private accommodation of the customer's choice was provided while intrusive remedial work was carried out, an independent specialist surveyor was appointed, and the works they recommended have now been completed and signed off."

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