Good case notes are one of the strongest tools you have in tenancy and housing work. They protect the renter, support consistent service delivery, and help your organisation make clear and defensible decisions. This practical 3-hour session focuses on what to record, what to leave out, and how to write notes that are factual, respectful and easy to follow. Participants will leave with a clear structure for faster documentation, smoother handovers, and record keeping that meets legal and organisational expectations.

Why this course matters

Strengthen defensible decision-making through clear and consistent documentation

Reduce risk by recording the right information in the right way

Improve handovers and continuity when cases move between workers

Avoid common note-taking mistakes that create future complications

Support compliance with legal, organisational and professional obligations

Save time by improving clarity and reducing unnecessary back-and-forth

What participants will learn

What information should and should not be recorded in tenancy and housing case notes

A simple structure for writing clear and consistent notes under time pressure

Practical strategies for writing objectively and avoiding assumptions or judgement

Language that is factual, respectful and appropriate for formal records

Common record keeping errors and how to prevent them

How to document key decisions, actions, conversations and follow-ups clearly

Approaches for writing notes that support team communication and continuity

Practical tips for keeping records useful, efficient and easy to review later

Who should attend

Housing Officers

Tenancy and Property Workers

Case Managers and Support Workers

Intake and Assessment Staff

Team Leaders and Coordinators

Community housing frontline staff responsible for documentation

Organisational benefits

Improved consistency and quality of record keeping across teams

Reduced organisational risk through clearer, defensible documentation

Stronger compliance with legal and policy requirements

Better continuity of service during staff leave or turnover

Faster decision-making and fewer follow-up questions due to clearer notes

What participants will receive

Practical guidance on what to document and what to leave out

A clear case note structure that can be applied immediately

Examples of effective case note language and formatting

Tips to support faster writing under pressure

Facilitator - David Cherry

David Cherry, a Clinical and Forensic psychologist who has been working for over 40 years. David has provided training for staff in a broad range of settings on staff safety and defusing situations where individuals may be aggressive including in the housing and homelessness sectors. David’s book, which he wrote with Bronwyn Upston, entitled Managing Violent and Potentially Violent Situations-A Guide for Individuals and Organisations, has been distributed to over 5000 emergency relief providers all around Australia.

Contact the host of Case Notes & Record Keeping

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