1. Purpose

1.1 This Policy sets out the way in which Connexus will deal with customers that have
hoarding tendencies.

1.2 Hoarding has become one of the key issues in housing within recent years. Not
only does it have an impact on the individual, it affects the property, neighbours and
local environment.

1.3 Scope: The policy applies to Connexus Homes Limited.

2. Problem to solve

2.1 One of the biggest issues when dealing with hoarded properties is the increased
fire risk. Due to the prevalence of hoarding and risk involved it is important for us
to have a robust approach to dealing with hoarding.

2.2 There are five diagnostic criteria to identify a hoarding case (in accordance with the
Diagnostic and Statistical Manual of Mental Health Disorders):

• Persistent difficulty discarding or parting with possessions, regardless of their
• monetary value.
• This difficulty is due to a perceived need to save the items and distress
• associated with them.
• The difficulty in discarding possessions results in the accumulation of
• possessions that congest and clutter active living areas.
• The hoarding causes clinically significant distress or impairment in social,
• occupational or other important areas of functioning.
• The hoarding is not attributable to another medical condition or mental disorder.

2.3 The difference between a hoarder and a collector is that hoarding impacts
adversely on the individual and environment, whereas it is very possible to be an
avid collector and for the collection to never congest or disrupt the home
environment. Furthermore a collector will not suffer the same levels of anxiety and
distress should their items be removed that would be experienced by an individual
with a hoarding disorder.

3. Method

3.1 Whilst working with customers with hoarding tendencies, we will work within the
following principles:

• We will work in partnership with other agencies to ensure services are provided in a co-ordinated way, to develop appropriate strategies for working with and responding to the needs of customers.
• We aim to raise awareness of hoarding disorder – the impact on the individual, others within the property, neighbours and the economic and environmental impact, through appropriate training, communications, campaign and publicity.
• We are committed to supporting individuals with a hoarding tendency who are willing to engage with support, whilst balancing the needs of other impacted people living in the property, residents and homeowners.
• In order to achieve consistency in our approach, all hoarding cases will be assessed using the “Clutter Image Rating Tool”.

3.2 Where a customer is not willing to engage with the assessment and support process, tenancy enforcement may be considered. The offer of support should always remain open. Enforcement action should only be taken where:

• The customer’s behaviour is so extreme as to cause significant harm to themselves or other person.
• The customer’s behaviour is so extreme it has created a high fire risk that needs immediate action to mitigate.
• There has been continuous failed engagement with the customer and the customers actions have been proven to have a detrimental effect on the property and/or others.
• Where access to the property for any reason is required and access has been repeatedly refused or when it is impossible to carry out the works required to ensure that we meet our duties under statutory safety regulations.

3.3 Enforcement action may be taken as an emergency without the customer’s
knowledge should the situation require it.

3.4 Where it is suspected that someone may lack mental capacity, adult social services
should always be contacted and an urgent assessment requested.

3.5 Hoarding is a recognised psychological disorder, therefore, we must ensure that
each case is dealt with appropriately and proportionately.

4. Measurement

4.1 Hoarding cases will be recorded and monitored on the anti-social behaviour case
management system.