A year of Application Support at EastEndHomes

We are pleased to have recently marked a year since EastEndHomes awarded us a term contract to deliver its business applications support service, after an open tender process. 

This service involves providing day-to-day support and administration, as well as improvement and implementation project work for housing management, finance and other related IT systems. 

Using our experience delivering similar services for other customers we developed a proposal for a fully featured service across all the organisation’s line of business applications.

Sandra Ward, Performance Review Manager, said “After an 18 month period without a formal application support service our staff have benefited from a dramatic improvement in the management of our applications. We’ve also been really happy with the added value Manifest have been able to offer due to their knowledge and experience in the sector”.

As an important part of successfully delivering the service, we have worked collaboratively with EastEndHomes’ new IT infrastructure provider to improve the underlying performance and reliability of their systems.

Among our achievements in the first year, we’ve been particularly pleased with the following.

‘Safe and Well’

This is a service provided to vulnerable residents to ensure they are, as the name suggests, safe and well at home.

Details of customers who had requested this service from EastEndHomes were previously being held on a standalone Access database. Utilising functionality in the housing management system to create bespoke functionality, we built new features to run Safe and Well there. We improved the ability to log contacts and produce letters, with the greatest added benefit being that the information is now visible to all staff who use the core housing management system.  


EastEndHomes identified a requirement to review and improve their team’s understanding and functional use of their ASB module. We completed a review of the system configuration, made recommendations on configuration changes which we then implemented, and followed up with end user training.  

Sheena Monilal, Neighbourhood Area Housing Manager, said “The teams responsible for dealing with ASB incidents are now using the system correctly to help manage complex cases in line with our risk assessment policies, through to resolution.  As a result of this we now have accurate reporting on active and closed cases with up to date sight of the current stage and completed actions of cases through their lifecycle.”

Moving forward into the second year of the service, we are planning a range of further improvements including:

  • Consolidating the support service
  • Providing technical support to implement a new asset management system
  • Project managing server migrations and upgrades to applications
  • Assisting in the implementation of a new service charge system.

If you’ve been interested in reading about our work at EastEndHomes or any of our other customers and would like to see how we can help your organisation, please contact Gareth Rexworthy on 0203 797 1012 or hello@manifestconsulting.co.uk.