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Facts and Figures 2019/2020

Care & Support

Over the last year we have held extensive consultation meetings with our partner Council’s and East Boro Teams working in our Care and Support services to help us review the best way to utilise our resources.  The outcome of these consultation meetings has lead to significant changes in how we deliver care and support.

In the Autumn of 2019 The Trust ended its Dorchester and Weymouth Always Help at Hand (AHAH) Care and Support Services and transferred these Dorset Council contracts to Tricuro Ltd, the Local Authority Trading Company who are owned by Dorset and Bournemouth, Christchurch and Poole Councils.  The handover of this contract included the relocation of 64 members of staff under the TUPE transfer programme. This service was provided to 30 Service Users of which 15 were and remain to be tenants of East Boro in two housing schemes in Weymouth and Dorchester.  

Making this change enabled us to restructure the Care and Support teams across the rest of our the services.  In Weymouth, it gave us the opportunity to combine the Supported Living Service’s Support Workers and the AHAH West’s Domiciliary Care Team to produce Weymouth Care and Support Service and restructure the management team with the creation of a Service Manager post in the West of the County.  

The restructure in Poole saw the promotion of the Team Leader to Service Manager and the introduction of a second full-time Senior Officer post.  This change will enable a senior staff member to be on duty or on call to guide and assist the Care and Support workers at all times. 

In the Spring of 2019, the contract that East Boro had for the Bournemouth Supported Living Services was incorporated into an Extracare Tender.  Bournemouth, Christchurch and Poole Council awarded this contract to East Boro in October 2019.  East Boro now has care and support provision based in the three key locations in the County. 

In February 2020 the Satisfaction Survey for East Boro’s Domiciliary Care Service was sent out. The responses received showed 100% satisfaction with the service.

The Domiciliary Care Service and short-term Sitting Service have both continued to provide essential support to clients living in their own homes throughout the lockdown period.  Every client and staff member have had a COVID- 19 risk assessment completed and updated if circumstances have changed.  Our staff complete health screening assessments with all clients who live in their own home in the community and any individuals they may have been in contact with before our staff go out to visit them. 

Supported Living

At East Boro we are acutely aware that people with learning disabilities want the same things out of life as everyone else; to have relationships, to work and  to choose where they live. That is why we provide the right support to ensure our customers develop and fulfil their potential as they wish throughout Dorset.

Over the past year our Supported Living Services have continued to support vulnerable adults throughout Poole and the surrounding area and Weymouth. We have continued to build on the strengths of these core services in these two areas and have restructured our teams to continue to operate in the most efficient and flexible way to ensure that we meet our customers needs and expectations.

In Poole we have provided a range of services including Domiciliary Care, a Sitting Service and our Supported Living Services to adults with learning disabilities. We have delivered over 7,000 hours of Domiciliary Care, over 2,500 hours of our Sitting Service, and over 11,000 hours of support to adults with a learning disability living in their own home and in the community. 

In Weymouth our Supported Living services assisting adults with a learning disability to live safely in their own homes and to access the community, saw our staff team deliver over 45,000 hours of support services.  Our Weymouth office relocation to The Waverley Hub now sees our East Boro office base being closer to and more accessible for our customers and in an ideal location for our staff team members. 

Our staff teams are committed to ensuring that the appropriate support is provided to each individual customer in a person-centred way. As we reached the end of the 2019/2020 year, our staff have worked tirelessly and flexibly to provide the assistance and reassurance that the uncertainty of Covid-19 has caused to many of our customers. 

In November 2019 the Trust created a Housing Concierge post for Adults with Learning Disabilities.  Between April 2019 and March 2020 there were 621 Supported Living visits by our Housing Concierge 

Sheltered Housing

We have 60 years’ experience in providing Sheltered Housing and understand that where you live can have a great impact on your quality of life.  All of our properties are designed to help our tenants and residents lead their lives with peace of mind. We offer security, independence and the opportunity for ongoing social activity with their peers.

We created the successful Sheltered Housing Concierge post in November 2019. Between April 2019 and March 2020 there were 449 Sheltered Housing visits by our Housing Concierge Team.

Housing Development 

The year April 2019 to March 2020 saw the completion of no fewer than five developments providing 25 new or refurbished homes.

Continuing to grow and develop is really important to East Boro.  We are committed to doing everything that we can to tackle housing need and increase the supply of new homes. Total number of new properties:  18

We build homes but, more importantly, we create futures.

Resident Involvement

This year our involved tenants have donated 350 voluntary hours to help make East Boro stronger.  Those hours equate to over £3,500 worth of work.  

Made up of:

Sheltered Housing & Supported Living Tenant Consultative Committees 

Annual Tenants’ Conferences for Sheltered Housing and Supported Living Tenants

Annual Satisfaction Survey 

East Boro in Bloom

Summer Parties

Christmas Parties & a Festive Lunch

Over the past year, we have produced 3 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. We are producing most of our printed literature for tenants in Easy Read format to promote inclusion.

Our Staff

From April 2019 to March 2020 East Boro employed a further 128 staff; 91 female and 37 male. Staff sickness Trust wide: 3.68%

We encourage staff training.
East Boro staff completed 796 training courses and modules during 2019/2020


The Trust continues its aim to embed a Value for Money (VFM) culture throughout the organisation.  This in turn complements cost effective procurement methods and ensures the Trust maintains good value for money. The Trust continues to endevour to reduce costs, increase income and identify ways in which it can generate funding to enable future growth. 

Total lettings made during 2019/2020 financial year: 52  (48 Re-lets, 4 New lets)

Total number of homes let by East Boro:   480                

Housing for older people (Sheltered Housing):   234

Housing for people with support needs:   207

Housing for families and young adults:   24

Housing managed on behalf of others:   15

Repairs & Maintenance

During 2019/2020, we undertook the following repairs:

Emergency - 403 were reported, 96% completed within the time scale

Urgent - 605 were reported, 96% completed within the time scale

Routine - 3126 were reported, 95% completed within the time scale

In terms of work undertaken last year, the Trust spent £265,792 on its planned maintenance element of work. The main projects taken forward were:

The replacement of 13 kitchens

The replacement of 4 bathrooms

The replacement of 7 heating systems

Window and door replacement to 23 properties

TV aerial replacements at 23 properties

The update of fire safety systems in 40 properties

The upgrade of Lifelines in 20 properties

Run on behalf of BCP Council, East Boro’s Handy Man Repair Service offers help to anyone in Bournemouth if they own or rent a home, are aged over 60 years, receive Pension Credit, Attendance Allowance or other means-tested Benefits.

During 2019/2020, we received 639 enquiries to our Handy Man Service.  

We undertook 598 visits of which 98.42% were completed within 3 weeks.  

100% of customers were satisfied with the work that we carried out for them.

The Waverley Community Hub

Our Community Hub in Weymouth continues to grow in popularity as it delivers social and educational opportunities to our tenants and to the local community in Weymouth who enjoy the facilities including our teaching Café which is partly staffed by our tenants.

East Boro received a National Lottery Grant for The Waverley during the 2019/2020 financial years which is to begin from  April 2020 and to be used for promotion of the venue. This will be put on hold until the premises can reopen following the Covid 19 pandemic. 

The staff at The Waverley have continued to organise art classes in our ever popular Art Room for tenants as well as parties, discos, games nights and other social events at The Waverley throughout the 2019/2020 year. The Function Room and Art & Craft Room is used not only by staff and tenants but is also hired by the public for events, parties and social groups such as the Weymouth Salsa/Bachata Group.

East Boro uses the venue for staff conferences and staff training and is promoting community wide activities so that the Waverley becomes an active ‘hub’ for the whole community. The Lottery Grant will help us extend the activities at The Waverley in the future.


Working with local councils and private sector landlords in the last twelve months we have taken on 20 new properties, and looking forward, our aim is to add to a number of properties in management to meet the increasing need.

In total we manage over 160 properties through over 70 landlords.

In past 12 months we have helped rehouse 51 people and families saving the Councils in the region of over £110,000.

Further details can be viewed in our current Annual Report 

NB: Information correct as of the publication of East Boro’s 2019/2020 Annual Report in July 2020