Estate management case administration overview
Employed extensively within Civica Cx Housing, case management is an established tool for integrating all services around the needs of tenants who depend on housing organisations to provide a pleasant and safe place in which to live. Estate management cases in particular support a targeted, community-based and proactive approach to conducting inspections and walkabouts in residential areas, as well as the prerequisite planning and risk assessment activities.
It is widely recognised that implementing effective case management into daily working practices significantly improves the proficiency of all those involved in conducting estate inspections and the remedial actions, supporting better outcomes for all identified issues and a more systematic approach to maintaining estates to the highest possible standard. Case management can be thought of more as a process than simply a collection of discrete events, being part of a wider programme of tenant engagement in which coordinated activities employed to deliver tangible improvements on matters arising from each inspection are well-understood and continually tracked.
All estate management case file obligations, irrespective of inspection type, are planned and executed most effectively through the creation of discrete, parallel or inter-related tasks, providing a logical workflow and controlled timeline for the completion of all inherent actions. The complexity of each custom workflow is completely within the control of the end user, to reflect how each category of residential area or communal space - block, street, allotment, garage, etc. - will yield different challenges and opportunities. Whilst case management can be thought of as a linear process with sequential events, in practice most services executed through the creation of an estate management case will likely be much more complex, with the need for continual monitoring and review of all outcomes and actions arising from each inspection.
New estate management cases can be launched on an ad hoc basis to coincide with an interim or unplanned inspection; they can also be triggered automatically from a recurring schedule, configured using either a fixed frequency (weekly, monthly or yearly patterns), fixed dates or calculated from date stamps relevant to the previous case (target inspection date, actual inspection date, commencement or completion date).
Separate help articles have been created for each key aspect of estate management case administration, including: