The queue is built overnight, and it explains itself

Every case says why it is there

The rule that raised it, the threshold it crossed, the account behaviour that crossed it, and the date that reason was assessed. In plain English, on the case, not in a supervisor’s head.

That is also what makes a decision about a resident explainable to a board member, a scrutiny committee or an Ombudsman investigator — in the words of the rule itself rather than a weighting nobody can see.

“Missed a payment” means missed theirs

Nobody types in whether a tenant pays weekly or monthly. It is derived from how they actually pay, and you choose which rhythm raises the alert — the cycle you bill on, or the cycle they pay on.

A monthly payer billed weekly looks three weeks in arrears for most of every month. Those are cases that should never have been raised, and each one costs an officer the same time as a real one.

A case whose cause has gone away closes itself

The tenant paid, the claim landed, the arrangement started. The case leaves the list on its own with the reason recorded, rather than sitting there until somebody opens it to find nothing needs doing.

Closures are recorded as events, not silent state changes, so a self-resolved case is evidence the account recovered rather than a gap in the history.

Held accounts leave the queue at the queue

Breathing Space, a mental health crisis moratorium, a Debt Relief Order, bankruptcy and a live complaint suppress the account at the queue itself rather than rule by rule — so a held account cannot be recommended whatever fired.

It is enforced at the API, not hidden on screen, and it blocks the overnight automation as well as the send button.

Unworked and worked-but-unmoved are counted apart

Two different problems. One is capacity and allocation; the other is approach, or an account that needs something the team cannot offer. Held accounts are netted off both, so the unworked number is a management number rather than a mixture.