Care & Support
During the year from April 2018 to March 2019, East Boro's Care teams have worked extremely hard and this has been recognised when the services have been inspected by outside agencies and by the responses received by our customers. Providing services to clients in their own homes is an honour and each of our staff members does so in a professional, individually focussed and respectful way.
Following the CQC Regulatory Inspection of our Weymouth and Dorchester Care and Support Services that was undertaken in February 2019, the rating awarded was GOOD throughout all five areas of service: Safe, Effective, Caring, Responsive and Well Led.
This year has also been a very busy time from a tendering point of view with East Boro being successfully awarded places on the Framework for Adults with a Learning Disability as a Preferred Provider for both the Dorset Council and Bournemouth, Christchurch & Poole (BCP).
The 2019 Satisfaction Survey was sent out to all of our customers who receive a Regulated Service with our customers being specifically asked about their general welfare, the speed the support workers dealt with their needs and whether they felt that their views are listened to and the helpfulness of the care staff. The return gave East Boro 100% for all questions and many customers replied with favourable comments attached to their survey.
Our Customer Liaison Manager works hard to ensure that tenants’ needs, requirements and aspirations are understood and met.
We have a number of focus groups that help us to improve our services. For our Sheltered and General Tenants these are The Sheltered Tenant Consultative Panel, The Reading Group and The Repairs & Maintenance Forum. For our Supported Living Tenants these are The Supported Living Tenant Consultative Panel as well as the Service Assessors (who scrutinise the services they receive and report back on their findings.)
From April 2018 to March 2019 we held 18 large events, 8 Consultative meetings, 2 Repairs and Maintenance Forums, 3 Tenant Conferences, 2 Summer BBQ parties, 1 Sheltered Christmas Lunch, 1 East Boro in Bloom competition, 1 Garden Tea Party. In addition to this, we organised 1 Boat Trip from Poole Harbour, 2 Christmas Craft Sessions, 2 Trips to our Waverley Community Hub and extra Craft Sessions are held regularly at The Waverley.
Over the past year, we have produced three copies of East Boro News, our newsletter giving news, information and feedback on our tenants’ events. We produce an Annual Tenant Satisfaction Survey, which we use to compare standards, performance and to improve our service. This year our TCCs have played a large part in updating our ‘Anti-Social Behaviour’ policy, as well as the ‘Income Recovery’ policy and the ‘Housing Allocations Points’ policy.
We are producing most of our printed literature for tenants in Easy Read format to promote inclusion.
East Boro employs more than 224 staff, with 141 being female and 44 being male. Sickness absence was just 3.67% Trust wide. East Boro is committed to staff training and development with certificated courses and training events. Our staff completed 350 training courses and training modules during the 2018/2019 year.
During 2018/2019, East Boro continues its aim to embed a Value for Money (VFM) culture throughout the organisation. This in turn complements the cost effective procurement methods and ensures that East Boro maintains good value for money. East Boro continues to endeavour to reduce costs, increase income and identify ways in which it can generate funding to enable future growth.
In line with the Value for Money requirements, the Finance (download) section of our Annual Report shows the calculated metrics for East Boro Housing Trust (Trust only) for the year 2018/19 with prior year for comparison.
The transfer of engagements with King Alfred Housing Association has impacted on the VFM metrics increasing Earnings Before Interest, Tax, Depreciation, Amortisation, Major Repairs Included interest Cover (EBITDA MRI), Operating Margin % and Return on capital employed. The transfer also added 20 freehold flats occupied by leaseholders which added non-social housing units to East Boro.
Handy Man Service and Emergency Hamper Service
The Handy Man Team undertook 680 visits and completed over 1000 jobs including minor plumbing, carpentry works and other general repairs around the home.
The Team also continued to deliver the Emergency Hamper Service on behalf of Dorset County Council during the year. Between April 2018 and March 2019 a total of 839 deliveries were undertaken with 998 hampers being delivered.
East Boro owns and operates 10 sheltered housing schemes and provides warden-assisted support at 6 others. Over 360 Sheltered Tenants are supported by East Boro.
Over the past year, 460 surgeries have been held by our Enhanced Housing Management Officer. Our Sheltered Housing Officers have visited every Sheltered Housing tenant once a week and approximately 20% of our tenants have received welfare calls weekly when required.
East Boro is so much more than a housing association at East Boro. Our services include everything from Domicillary Care and Support to our ground breaking and highly successful Art & Crafts Club which is held at the Waverley, our new Community Hub in Weymouth. The facilities include the Arts & Crafts Room, the Training Café and a Function Room which is ideal for exercise and wellbeing classes, discos, games and cinema evenings. The first floor has been converted into 3 x two bedroom flats for adults with a learning disability and support staff.
Homes4Let Social Lettings Agency manage approximately 162 properties for over 60 landlords and this includes the full range of properties from 1 bed flats to 4 bed houses as well as Houses in Multiple Occupancy (HMOs).
In the past 12 months working with the Local Councils we helped to rehouse 39 people and families saving the Councils in the region of £105,000.
Homes4Let arranges worry free deposit bonds with Local Councils and continues to offer an emergency helpline and full property and tenancy management service. H4L also, in certain circumstances and localities, offer a new Rents Guarantee for six months, providing security to private landlords against rent arrears.
Maintenance (Direct Labour Team)
During 2018/2019, the Direct Labour Team responded to over 4300 response repair requests and undertook works at numerous properties when they became vacant. Members of the team continued to provide gardening, caretaking and window cleaning services to almost 60 schemes consisting of over 400 units of accommodation.
The Trust also visits all schemes on a weekly basis to check all fire equipment is in full working order to ensure the safety of our tenants. The Direct Labour Team completed the refurbishment of The Waverley in Weymouth which has been converted from a Public House to three units of accommodation and a hub for community activities for adults with a learning disability.
The 2018/2019 Planned Maintenance Programme included visits to schemes on a weekly basis to check all fire equipment is in full working order to ensure the safety of our tenants and visitors to the schemes, together with kitchen refurbishments and Fire Safety Works as well as boiler replacements and bathroom refurbishments.
Last year our dedicated maintenance team completed 100% of Category One, 96% of Category Two and 97% Category Three call outs within the allotted timescales.
Of those customers surveyed, 100% were satisfied with every aspect of maintenance from timekeeping and courtesy through to cleanliness and quality of work undertaken.
East Boro operates schemes for adults with learning disabilities throughout Bournemouh, Poole and Dorset with staff helping to deliver tailored support and goal plans to the majority of tenants. East Boro’s Supported Living Services combines housing with support services. Our aim is to help people to live as independently as possible and to teach people new skills so that individuals who want to, can move on to live in homes of their own.
Bournemouth Supported Living Service
We continue to provide individualised housing related support people with physical disabilities living in two housing schemes in Bournemouth.
In November 2018 Bournemouth Borough Council inspected East Boro’s Supported Living service in Bournemouth. The inspection was carried out over two days with the Quality Improvement Officer visiting clients in their own homes and interviewing staff members. The Reviewing Officer reported that: “the clients interviewed appear to be happy with the service and to feel safe, supported and empowered”.
Poole Supported Living Service and Poole Always Help at Hand Services
Poole Supported Living Service works with adults who have a learning disability and/or autism to manage their daily living tasks and learn new skills. This team also provides short term support to other adults who have a learning disability living in the community via the 4 Your Independence (4YI) Service. During this year this service has expanded and many clients who have been assessed as needing longer term support have moved across to receive a service from our Always Help At Hand (AHAH) Poole Care & Support.
The year April 2018 to March 2019 saw exciting future developments planned with two completed in Weymouth.
We continue to work closely with partners including the NHS, Dorset Council and BCP Council. During the year the Trust received welcome grant funding from the NHS and Section 106 funding from Purbeck District Council and West Dorset District Council.
As a result of this funding, work is currently underway in Dorchester, Poole, Weymouth and Worth Matravers on the development of the following sites:
Pergins, Poole; Harbour Lodge, Poole; Dorchester Road, Weymouth; School Lane, Dorchester; Abbascombe, Worth Matravers; Cranford Avenue, Weymouth; Roundhayes Close, Weymouth and Coburg Court, Dorchester.
We are continuing to work with partners on cost effective development opportunities across Dorset including Bridport, Corfe Mullen, Sutton Poyntz, Upton and Wyke Regis.
Further details regarding our Developments Completed and Development Opportunities can be viewed in our Annual Report 2019
NB: Information correct as of the publication of East Boro’s 2019 Annual Report in July 2019