Caseload

This policy explains how Example Housing CIC makes sure every frontline worker has a caseload they can manage well, so that every resident gets the support they have been promised. It covers how we measure caseloads, how we allocate residents to keyworkers, how we check caseloads every month, and what we do when a worker or a scheme has too much work. It applies to everyone who holds a caseload, including keyworkers, support workers, team leaders and service managers who support residents directly.

Our approach

A caseload is the group of residents a worker supports. If it is too big, support is rushed, risks are missed and staff become stressed.

There is no legal maximum number of residents for one worker. We do not just count residents, because one resident with complex needs can take more time than three residents who are nearly ready to move on. Instead, we give each resident a weighting based on their assessed needs and risks, and we set a maximum weighted caseload for each worker.

The rules behind this policy

• Law now. The Housing Benefit and Council Tax Benefit (Consequential Provisions) Regulations 2006 (Schedule 3, paragraph 4(10)) say accommodation is "exempt accommodation" only if the landlord, or someone acting on its behalf, also provides the resident with care, support or supervision. The government's Housing Benefit guidance for supported housing claims (updated 1 April 2026) says this must be "more than minimal". The guidance says there is no set number of hours, that help with benefit claims or safety checks is not enough on its own, that one-off help is not enough, and that ongoing support is looked at on average. The council decides each claim, and it can ask for a needs assessment and information on the support each resident gets.
• Law now. The Working Time Regulations 1998 limit most workers to an average of 48 hours a week, unless they agree in writing to opt out, and give rest breaks. A caseload must fit within a worker's contracted hours, without unpaid overtime.
• Law now. Employers must assess the risk of work-related stress and act on it. The Health and Safety Executive names workload ("demands") as one of six main causes of work-related stress.
• Confirmed, not law yet. The National Supported Housing Standards were confirmed by the government on 16 April 2026, and are not law yet. The staff and safeguarding standard says "the scheme has sufficient staff to support and accommodate people safely and effectively". The government suggests a staff rota and information on staffing levels per scheme as evidence. The standards do not set a staffing ratio or a caseload number.
• Proposed. The draft Supported Housing (Licensing) (England) Regulations 2027 would make meeting the standards a licence condition, except for supported housing the council commissions. They are a draft for consultation and are not law yet.

How we weight each resident

Each resident is given a support level when they move in, based on their needs assessment, risk assessment and support plan. The keyworker suggests the level and the service manager agrees it. The level is recorded in Stedwise.

We add 1 extra point, for as long as it applies, when a resident:

• is in their first 4 weeks after moving in
• has an open safeguarding concern or enquiry, or is being discussed at a multi-agency risk meeting
• has had a crisis, a hospital admission or a serious incident in the last 4 weeks
• is going through our pre-eviction protocol
• needs an interpreter or extra communication support for most sessions
• lives at a scheme that needs significant travel time for the worker

A resident's points can never go above 6. Points are reviewed at every support plan review, and straight away when a resident's needs or risks change.

Maximum weighted caseload

Example Housing CIC sets the maximum weighted caseload for a full-time frontline worker. Our starting point is 20 points for a full-time worker, within a range of 16 to 24 points. This is a starting point for us to adjust, not a legal or national figure. We set the final number, and record it in Stedwise, after looking at our own schemes, staff experience, travel and the support we have promised.

When we set or change the number, we check that the planned one-to-one support for a full caseload takes up no more than about two thirds of a worker's contracted hours. The rest of the time is needed for travel, records, partner meetings, supervision, team meetings and training.

Part-time staff

The maximum is reduced in line with contracted hours. For example, a worker on 3 days a week (0.6 of full time) has a maximum of 12 points if the full-time maximum is 20.

New starters

• New staff hold no caseload until their induction is signed off and they can work alone, as set out in our Training and supervision policy.
• For the rest of their first 3 months, they hold no more than half the maximum.
• From 3 months until the end of probation, they hold no more than three quarters of the maximum.
• New staff do not hold residents at the very high level until the service manager agrees they are ready.

Managers and team leaders

Service managers and team leaders who also support residents have a lower maximum, agreed with Alex Example (Director), so they have time to supervise and manage.

Shift-based and 24-hour schemes

At schemes with staff on site, keyworker caseloads sit alongside the rota. The service manager checks that every shift has enough staff for the residents and risks at the scheme, and that keyworking sessions are protected time on the rota. Our schemes and their staffing models are:

• Example House (Birmingham): Staff on site from 9am to 5pm on weekdays, and an on-call manager at all other times. Support delivered by our own staff.
• Sample Court (Birmingham): Staff on site 24 hours a day, every day. Support delivered by our own staff.

How caseloads are allocated

The service manager allocates a named keyworker to each resident before, or on, the day they move in. When choosing a keyworker, the service manager considers:

1. Who has space within their maximum weighted caseload.
2. The skills and experience the resident's needs call for.
3. Any request from the resident, for example about the worker's gender or language.
4. Any conflict of interest or known risk between the worker and the resident.
5. Keeping the same keyworker where possible, so the resident has consistent support.

Every resident also has a named back-up worker for when their keyworker is away. Keyworkers are changed only for a good reason, such as a worker leaving, a conflict, or the resident's request. The resident is told about any change, and who their new keyworker is, before it happens where possible.

Allocations are recorded in Stedwise.

What residents are told about their support

Residents have a right to clear information about the support they are entitled to. Within 10 working days of moving in, and at every support plan review, the keyworker tells each resident in writing, in a way they can understand:

• the name of their keyworker and back-up worker, and how to contact them
• what kind of support they will get and how often, for example one-to-one sessions each week
• how much one-to-one support time is planned, as set out in their support plan
• what to do if support does not happen as planned

We only promise support we have the staff to deliver. Every support session is recorded in Stedwise as a contact record, showing the date, how long it lasted and what was done. This shows the support each resident actually gets, which councils may ask about when they decide a Housing Benefit claim.

If a planned session is missed, the keyworker or back-up worker contacts the resident within 2 working days to rearrange it. We never reduce a resident's support below their support plan to make a caseload fit. If support needs to change, we review the support plan with the resident and record why.

Reviewing caseloads in supervision

Caseload is reviewed in every one-to-one supervision, as set out in our Training and supervision policy. The manager and worker check:

• the worker's current points against their maximum
• whether each resident's support level is still right
• planned support compared with support delivered, and any missed sessions
• how the worker is coping, including stress, hours worked and breaks

Staff can ask for a caseload review at any time, without waiting for supervision. A worker who says their caseload is unsafe is listened to, and the manager responds within 2 working days. No one is treated badly for raising this. Concerns about the quality of a worker's practice, rather than the size of their caseload, are handled under our Performance management policy.

Monthly monitoring by the service manager

In the first week of every month, each service manager checks the caseload report in Stedwise for their schemes. The report shows:

• each worker's points against their maximum
• the number of residents at each support level
• planned and delivered support hours, and missed sessions
• residents without a named keyworker or back-up worker
• staff vacancies, sickness and leave for the coming month

The service manager records what they found and any actions in Stedwise. Every 3 months, they send a summary to Alex Example (Director).

The service managers responsible for monitoring are:

• Sam Example: Example House
• Jo Sample: Sample Court

When a caseload is over the threshold

We use three levels:

When a caseload or scheme reaches red, Alex Example (Director) decides within 5 working days what to do. This can include:

• moving residents to other workers, or bringing in bank, agency or extra staff
• recruiting to fill vacancies
• pausing new referrals to the scheme until caseloads are back within threshold

If referrals are paused, the service manager tells our referral partners within 2 working days and records the decision and the date it will be reviewed. The pause is reviewed at least every 2 weeks. Senior managers to escalate to are: Alex Example, Director: 0121 000 0001; Sam Example, Service Manager: 0121 000 0002.

While a caseload is over the threshold, safeguarding and high-risk residents always come first. No resident is left without a named worker.

Monitoring this policy

Every 3 months, Alex Example (Director) reviews the caseload summaries: the share of workers within their maximum, amber and red alerts and how long they lasted, planned compared with delivered support hours, any pauses on referrals, and staff feedback about workload.

We review this policy, including the points and the maximum weighted caseload, every 12 months, or sooner if the law, the National Supported Housing Standards or our services change. Alex Example (Director) approves any change.

Review and adoption

We review this document at least every 12 months. We review it sooner if the law, the standards or the way we work change.

Version history

Stedwise made this document as a starting point. Check it and change it to fit how your organisation works before you adopt it. It is not legal advice and it does not guarantee compliance with any standard, licence condition or law.