Home buy case consolidation management overview

An integral part of home buy case process management is to take a holistic approach to open cases, ensuring that resources are effectively deployed and to minimise any duplication of effort in managing separately recorded cases that are in fact related. It is therefore possible to link any number of open cases in a many-to-many relationship. In addition to forging links between related cases of the same classification, it is also possible to link ASB, CRM and Feedback cases to an ongoing home buy case. Conducting regular, systematic quality checks on how cases are being handled provides significant opportunities for housing organisations to identify service improvements:

Ensuring that all staff dealing with a home buy application are taking a consistent approach to case management - particularly relevant when progressive stages are being handled by several people, potentially at disparate locations
The quality of all communications - letters, emails, etc. - meet the agreed standard
Appropriate action is being taken, employing the right tools and collaborative opportunities
All actions are being comprehensively recorded, forming a robust audit trail
Where a formal 'notice of delay' is issued by a tenant, all mitigating circumstances can be thoroughly investigated and acted upon.

Separate help articles have been created for each key aspect of home buy case consolidation management, including: