Hoarding Case Management
To Learn More About Hoarding Case Management
What is Hoarding Case Management?
A Hoarding case covers residents whose home environment has become unsafe or unsanitary because of excessive accumulation of possessions. Hoarding was recognised as a distinct mental-health condition in ICD-11 and is associated with major fire-safety risks, pest infestations, access problems for statutory compliance visits (gas, electrical) and acute safeguarding concerns. Landlords use the Clutter Image Rating (CIR) as a common language, working across health, fire service, social care and family to support the resident under the Making Safeguarding Personal approach.
Hoarding — End-to-End Workflow
- Logged — hoarding concern raised from any channel (gas visit, repair, housing officer, neighbour report) into one Hoarding case on Propsys360.
- Acknowledged — resident contacted sensitively; initial welfare conversation logged; vulnerability flags set on the tenancy record.
- Investigated — Clutter Image Rating (CIR) assessment completed with photos; fire, access, pest and safeguarding risks scored.
- Actioned — multi-agency plan built with fire service, adult social care and mental-health services; decluttering, deep-clean and pest treatments scheduled where consented.
- Resolved — risk reduced to an acceptable CIR; resident engaged in ongoing support; monitoring schedule in place.
- Closed and learned — case closed or moved to monitoring; portfolio-level hoarding prevalence informs training and resourcing.
Hoarding Case Management in Propsys360
- One record, one version of the truth — every Hoarding case lives in a single record in the Propsys360 Case Management module, built on Microsoft Dynamics 365, replacing parallel spreadsheets, shared inboxes and chased email threads
- Linked to the Case Management ecosystem — Safeguarding for welfare risk, Fire Safety for compartment integrity, Gas and Electrical compliance for access, Repairs for remedial works, and Tenancy Management for tenancy conditions — so the hoarding context is visible without hunting across systems
- Stage-driven workflow — concern raised, risk assessed, multi-agency plan in place and monitored — with due dates, reminders and automated escalation when timescales slip
- Every interaction on one timeline — calls, emails, SMS, portal messages, site visits, photos and documents attached to the same case record
- Reporting and oversight — live dashboards by team, patch, officer and case age; regulator-ready evidence on demand for the Regulator of Social Housing and Housing Ombudsman
- Resident-facing self-service — residents can raise, update and track their hoarding case through the Customer Portal, cutting inbound calls and speeding resolution
- Microsoft-native and secure — single sign-on, role-based access, UK-hosted data, full audit trail; works where your teams already work, in Outlook, Teams and the Dynamics 365 app
Teams Helped by Hoarding Case Management
Contact Centre / Customer Service Advisor — sees hoarding flags on the tenancy record and can route calls straight to the named housing officer, avoiding repeat disclosure by a vulnerable resident.
Housing Officer / Tenancy Management — runs the case with all multi-agency communications, photos and CIR scores on one record — visits are purposeful and supported rather than reactive.
Tenancy Sustainment / Safeguarding Lead — coordinates with external agencies from the same record; referrals, meetings and support plans are all in one place with consent captured explicitly.
Team Leader / Service Manager — dashboards show open hoarding cases by age, stage and patch, so escalations are surfaced early and evidence is ready for monthly performance packs and regulator submissions.
Head of Housing / Director — one trusted data source across hoarding and the wider Case Management ecosystem, giving board-level assurance that statutory timescales, resident outcomes and compliance duties are being met.
Propsys360 Housing Management System
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What Our Customers Have To Say
The Neo Technology model allows us to scale our development capacity, accelerating our transformation programmes while future-proofing our business while achieving substantial industry cost savings.
Their integrated agile project teams deliver across a range of business requirements in partnership with our Product Owners, such as System Enhancements, Data Integration & Cloud Migration, enabling Notting Hill Genesis to accelerate our digital transformation goals.
In partnership with Neo Technology, we have enhanced this solution by leveraging the capabilities of Azure Integration Services. This integration enables seamless agent engagement and efficient work status sharing between the Omnichannel system and our SaaS-based work allocation platform.
The successful deployment of this solution has significantly increased transparency and improved the operational efficiency of our contact centre, allowing us to deliver greater value to our customers.
This achievement was made possible through the expertise and dedication of Neo Technology. We extend our sincere thanks to Neo Technology for their invaluable support.
