Hoarding and Environmental Neglect in Community Housing

Respond to hoarding with calmer steps, safer practice and clearer pathways for tenancy sustainment. 

Overview

Hoarding and environmental neglect can be some of the most complex situations in community housing. They often develop over time, involve hidden safety risks, and require careful judgement about wellbeing, property standards and tenancy sustainment. Staff are expected to act early, respond respectfully and follow legal and organisational requirements, while maintaining trust with the renter. 

This practical online workshop provides clear strategies for engaging renters, assessing risk and taking steady, realistic steps toward safer living environments. Participants will explore what drives hoarding behaviours, how to start difficult conversations, and how to use tools such as the Make Safe Guide to support structured decision-making. The focus is on safety, sustainment and practical progress rather than short-term fixes. 

Why this course matters 

• Reduce safety risks linked to fire hazards, access issues and environmental health concerns  

• Improve staff confidence in responding to complex and emotionally sensitive situations  

• Support tenancy sustainment through realistic, incremental intervention  

• Reduce reliance on one-off industrial cleans that do not address underlying drivers  

• Strengthen consistent decision-making and documentation across teams  

• Improve renter engagement through respectful, trust-building approaches  

What participants will learn 

• The difference between hoarding, environmental neglect and passive decline  

• Common drivers and barriers that make hoarding behaviours difficult to shift  

• Practical strategies for building trust and engaging renters safely  

• How to start and structure difficult conversations without escalating shame or resistance  

• A step-by-step approach to risk assessment and staged intervention  

• Using the Make Safe Guide to support decision-making and prioritise safety actions  

• Practical ways to coordinate supports and set realistic goals with renters  

• Case study insights showing how sustained progress can be achieved over time  

Who should attend 

• Housing Officers and Tenancy Practitioners  

• Tenancy Sustainment Workers  

• Property and Maintenance Staff involved in inspections  

• Support Workers and Outreach Staff  

• Team Leaders and Managers overseeing complex tenancies  

• Staff managing complaints, risk or property condition concerns  

Organisational benefits

• Improved safety outcomes for renters, staff and neighbouring properties  

• Reduced property damage and maintenance escalation over time  

• Stronger early intervention practice and fewer crisis-driven responses  

• Increased staff confidence and consistency when managing hoarding-related risks  

• Improved documentation and defensible decision-making in complex cases  

What participants will receive 

• Practical tools and strategies for hoarding engagement and intervention  

• Guidance on using the Make Safe Guide in real housing scenarios  

• Step-by-step frameworks for staged risk reduction and sustainment planning  

• Case study discussion to support real-world application  

Facilitators - Angela Esnouf and Wendy Hanes

Angela Esnouf and Wendy Hanes from Hoarding Home Solutions are recognised as thought leaders in resolving hoarding issues. They’ve studied, worked hands on and trained frontline workers in this complex field for two decades. They know that most training focuses on research but stops short of practical solutions. Their training bridges that gap.