Safeguarding Referral Case Management
To Learn More About Safeguarding Referral Case Management
What is Safeguarding Referral Case Management?
A safeguarding referral is a formal alert raised when a resident — adult, child or young person — is believed to be at risk of abuse, neglect, exploitation or serious self-neglect. Social landlords are often the first professionals to see warning signs (missed rent, hoarding, unusual visitors, injuries, repeat police call-outs), and carry specific duties under the Care Act 2014 (adults at risk), the Children Acts 1989 and 2004 (child protection), the Domestic Abuse Act 2021 and the Mental Capacity Act 2005. ‘Making Safeguarding Personal’ (MSP) underpins modern practice — outcomes that reflect what the person at risk actually wants.
The operational challenge: safeguarding risk is picked up by whoever the resident happens to be talking to — repairs, income, contact centre, a neighbourhood walk-about — yet the referral itself is made to a completely separate local authority team (Adult Social Care, Multi-Agency Safeguarding Hub (MASH), or Children’s Services). Without one linked record, warning signs sit in email inboxes, referrals are duplicated, and feedback from partner agencies never closes the loop for the frontline colleagues who raised the concern.
Safeguarding Referral — End-to-End Workflow
- Logged — safeguarding concern raised from any channel (repairs visit, contact centre, housing officer, Customer Portal, partner notification) into one Safeguarding Referral case in the Propsys360 Case Management module.
- Triaged — risk level assessed, Mental Capacity Act 2005 considerations flagged, vulnerability markers applied to the linked Tenancy Management record, safeguarding lead assigned.
- Consent — where capacity allows, consent from the person at risk recorded on the case; Making Safeguarding Personal (MSP) outcomes captured in their own words.
- Referral sent — to the local authority (Adult Social Care, Multi-Agency Safeguarding Hub (MASH), Children’s Services) using the authority’s template, logged against the case.
- Partner response — feedback, investigation outcomes and multi-agency meeting notes returned to the case record; actions for the landlord assigned.
- Landlord actions — internal actions linked across Tenancy Management, Complaints, Anti-Social Behaviour (ASB), Repairs Management and Contact; protective measures (lock change, move, welfare visit) tracked.
- Review — follow-up check with the person at risk; MSP outcomes revisited.
- Closed — outcome recorded, vulnerability markers reviewed, learning logged; case remains visible so repeat concerns don’t start from zero.
Safeguarding Referral Case Management in Propsys360
- One Safeguarding Referral case per concern in the Propsys360 Case Management module, built on Microsoft Dynamics 365 — combining every warning sign, visit note, call and partner-agency communication on a single record
- Linked automatically to the resident’s Tenancy Management record, Repairs Management history, Complaints, Anti-Social Behaviour (ASB) and Contact history — no frontline colleague is asked to ‘put it all together’ for the referral
- Making Safeguarding Personal (MSP) outcomes, consent status and Mental Capacity Act 2005 considerations captured as structured fields, not buried in free text — easy to audit, easy to revisit
- Partner referrals to Adult Social Care, Multi-Agency Safeguarding Hub (MASH), Children’s Services and the police raised directly from the case, with responses flowing back and closing the loop automatically
- Vulnerability markers applied in Case Management flow back to the Tenancy Management record so income, ASB, repairs and complaints teams see the flag before they act — nothing missed because the right person wasn’t in the room
- Service Level Agreement (SLA) clocks on every review and follow-up, so cases don’t drift once the initial referral is made
- Evidence, case history and outcomes exportable in one click for multi-agency case conferences or Safeguarding Adults Reviews (SARs), with no document hunt
- Live dashboards by risk level, open referral, partner agency, review due date and outcome — for the safeguarding lead, housing management and the executive board
Teams Helped by Safeguarding Referral Case Management
Contact Centre / Customer Service Advisor — raises a concern once; vulnerability flags from Tenancy Management appear on every interaction, so the resident is handled appropriately by every colleague they speak to.
Repairs Operative / Surveyor — raises a concern from a visit through the mobile app; the Safeguarding Referral case is created automatically and linked to the repairs job, with no ‘come back and write it up later’ step.
Housing Officer / Neighbourhood Officer — manages ongoing welfare contact and protective actions alongside the tenancy record, complaints and Anti-Social Behaviour (ASB) history — all in one place.
Safeguarding Lead / Designated Safeguarding Officer — owns the referral, runs Making Safeguarding Personal (MSP) conversations, sends referrals to Adult Social Care or the Multi-Agency Safeguarding Hub (MASH), and tracks partner responses from one record.
Compliance / Governance Officer — evidences Care Act 2014, Children Act, Domestic Abuse Act 2021 and Mental Capacity Act 2005 duties from live case data, with Safeguarding Adults Review (SAR) exports ready in minutes.
Director of Housing / Executive / Board — sees open referrals by risk level, partner-agency response times, vulnerability coverage and outcomes in one view — live, not a month-end return.
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