HOW IT WORKS
A controlled service, configured around the client’s policies and accountability framework.
Before the service starts
Confirm the services, operating hours, pricing and invoicing arrangements
Agree what constitutes a case and when additional charges require approval
Set the referral and handover routes
Document roles, authority limits and decisions that must remain with the client
Provide policies, approved contractor details and escalation contacts
Agree data-processing, confidentiality, call-recording, retention and security arrangements
Confirm emergency, safeguarding, serious incident and business-continuity procedures
The case journey
Receive. A case is referred by the client, or an out-of-hours call is received through the agreed number.
1
Listen. MMG establishes what has happened, what the resident needs and whether immediate action is required.
2
Assess and act. MMG completes a documented risk assessment after the call or contact, follows the client’s agreed process, completes authorised actions and escalates risk appropriately.
3
Confirm. The resident is given clear next steps and receives written confirmation or an action plan where included.
4
Record. MMG prepares professional case notes and retains the relevant service record securely.
5
Hand over. The housing officer or nominated team receives the case summary, documents, risks and outstanding actions.