“Delivering an exceptional service”: East Boro Housing Trust’s (EBHT) year in review

EBHT has been a member of the Group since 2020.

During the year, EBHT gained 92% overall customer satisfaction, showing how customers are at the heart of the business and reflecting the exceptional service delivered by employees. They delivered 19 new homes – six of which were the first shared ownership homes developed by EBHT – and have plans of significantly increasing this number during 2023-24.

For the first time in EBHT’s 63-year history, the number of homes they manage has gone above 500. Currently, 489 homes are rented while 23 are leased, with those customers entering into a freehold agreement with EBHT. The organisation lost just 2.7% in rent due to empty properties during the year, lower than its 3% target.

Across EBHT, some 41,000 hours of housing related support and individually funded care, and support to vulnerable adults with learning or physical disabilities, were delivered by staff throughout the year. In addition, over 20,000 visits were completed to sheltered housing customers within their home.

EBHT’s routine repairs service has reported that 92% of all repairs were completed across the various repair categories – emergency, urgent and routine – meeting the target that was set out. Over 2,500 routine repairs were completed, with a 96% positive customer satisfaction (up from 91% in 2021/22).

EBHT hosts popular arts and crafts sessions at their Waverley Community Hub in Weymouth, a safe space where vulnerable and lonely people can access a range of activities. Over 100 groups were held, with over 900 individual attendees.

Across 2022/23, eight formal complaints were received during the year. All were resolved in line with the complaints policy, with six resolved at stage one and the remaining two resolved at stage two in the process.

Read our report

East Boro

Housing Trust