The per-tenant welfare workspace (Enterprise)

Where it lives

• Operator (you): /support-cases — list view of every open case in your org.
• Operator (case detail): /support-cases/{caseId} — the workspace itself.
• Support worker / housing officer (their view): /support/cases/{caseId} — same workspace, scoped to what they can see.
• Worker's caseload index: /support/tenants — all tenants they're assigned to, across all orgs.

The 5 tabs

1. Notes

The most-used tab. Two streams:

• Shared — visible to all collaborators (including housing officers via digest, if enabled). Use for routine status updates: tenancy events, attended sessions, day-to-day observations.
• Professional — operator-side only. Visible to your firm's team but never to housing officers (digest or otherwise). Use for sensitive case-work: safeguarding concerns, family dynamics, behavioural observations.

On the Professional tab, you can toggle Safeguarding on a note. Safeguarding-flagged notes are tagged for the longer 25-year retention. The toggle is disabled on the Shared tab (DB constraint enforces this — safeguarding notes must be professional).

2. Goals

Care-plan goals. Each goal has a title, description, target date, status (active / achieved / closed). Visible to collaborators (and in digests). Use for the support plan's quantifiable outcomes.

3. Sessions

Scheduled and recorded sessions — appointments, key-work meetings, accompaniments. Each session has a date/time, type, attendees, and an outcome note. Sessions appear in the digest so the housing officer can see what's been delivered.

4. Team

The collaborator list — every support worker and housing officer assigned to this tenant, with their participation mode and assignment date. Add new collaborators from the Invite a support worker button. End an assignment with End (sets ended_at; RLS removes them immediately).

5. Documents

Tenant-specific documents (D093 Document Pack framework). Letters, agreements, acknowledgements, intake assessments, recurring assessments, event forms, session logs, checklists, references. Each goes through draft → submit → approve → send lifecycle, with full audit trail per document.

Retention

PropFlow auto-deletes welfare workspace data per retention rules:

Both retention windows are configurable per organisation via organisations.support_retention_years. The retention sweep runs daily; hard-delete is automatic.

Housing officer digest

For each housing officer assigned to a tenant, PropFlow sends a monthly email digest with:

• The tenant's active goals + latest progress
• Sessions delivered or scheduled in the period
• Shared notes from the period (only if your org has support_notes_visible_to_housing_officer = true; default is false)

Professional notes are never in the digest — neither shared nor safeguarding-flagged ones.

Per-tenant override: tenants.housing_officer_note_visibility can be set to inherit, visible, or hidden.

Digest delivery: plain-text + HTML email via Resend, to addresses listed in organisations.housing_officer_emails.

Tier gate

The welfare workspace is gated to Enterprise (feature key support_cases in the feature-gate config). Non-Enterprise orgs:

• The Support Cases left-nav entry is hidden.
• Visiting /support-cases directly shows an upgrade prompt with the next-tier price.

RLS scope reminder

• Org-admin: sees every case in their org.
• Property manager: sees cases for tenants on their assigned landlords' properties.
• Support worker / housing officer: sees only the tenants they're explicitly invited to via the Team tab.

RLS is enforced at the database level — not just UI hiding.

Common gotchas

• Posted a sensitive note to Shared by mistake. Delete it (visible audit trail) and re-create on Professional. Don't try to edit visibility — the streams are separate by design.
• Housing officer says they didn't get the digest. Check (1) is their email in organisations.housing_officer_emails; (2) is the per-tenant visibility set to hidden; (3) check their spam — first digests often land there.
• Forgot to flag a safeguarding-relevant note. Edit the note on the Professional tab and toggle the flag. The retention window updates to 25 years from edit time.
• Closed a case by mistake. The case can be reopened — closed_at clears. Retention countdown only starts from the most recent closed_at.

Next steps

• Invite a housing officer or support worker — the three participation modes (full / context_only / reference_only).
• Your plan, Power Team caps, and billing — Enterprise tier gate details.