How Support Coordinators Can Address Hoarding Without Damaging Trust

Hoarding is not just about mess. It’s not about laziness or bad habits. And it’s definitely not fixed with a quick clean-up or a checklist. For many Australians living with hoarding behaviours, the clutter is just the surface. Underneath, there can be pain, anxiety, grief, fear, or even past trauma.

Support coordinators working with these individuals play a vital role. But it can be a tricky road. You want to help, but you don’t want to push too hard. You want to make the space safer, but you don’t want to damage the trust you’ve worked so hard to build.

This blog is here to guide you through this challenge—step by step—so you can support your clients effectively, compassionately, and safely.

Understanding Hoarding: It’s More Than Just Stuff

Let’s start with the basics.

Hoarding is a mental health condition.It can make it hard for a person to part with possessions—even if they seem broken, useless, or dangerous to others.

Why?
Because those items can feel like security, memory, identity, or safety to the person who owns them.

People who hoard often know there’s a problem. They may feel embarrassed, ashamed, or overwhelmed. But they may not know where to start. Or worse—they’ve had past experiences where someone “helped” by throwing everything out, which only left them feeling hurt, violated, and powerless.

This is where hoarding support NDIS becomes more than just a clean-up service—it becomes a pathway to safe, supported independence.

Why Trust Is Everything

If your client doesn’t trust you, progress will be hard. They may shut down, avoid you, or cancel appointments. But when trust is strong, they are far more likely to open up and accept help.

Here’s how you can build trust with clients while addressing hoarding:

Listen without judgement
Let your client talk. Really listen. Don’t jump in with solutions straight away. Let them tell their story, their way.

Use calm, respectful language
Avoid labels like “hoarder”, “messy”, or “disorganised”. Try instead:

“Would you like support to make this space more usable or safe?”
“How do you feel when you’re in this room?”

Go slow
Fast clean-ups feel like an attack. Slow steps feel like support. Even if the situation is urgent (e.g., a fire hazard), you can still take time to explain each step and involve the client in every decision.

Get consent before doing anything
Never move or remove items without permission. Even something as small as a newspaper or a cracked plate may hold meaning.

Every step of the way, keep coming back to your goal: build trust with clients, not just complete tasks.

How Hoarding Affects Health, Safety, and Well-Being

Hoarding impacts almost every part of a person’s life. Here’s how:

Physical Health Risks

• Mould and dust can trigger asthma or allergies
• Blocked exits make emergency escape hard
• Tripping hazards increase falls, especially for people with mobility issues
• Pests like mice, cockroaches, or insects can spread illness

For clients who are elderly, immunocompromised, or have physical disabilities, these risks are even more serious.

A well-managed hoarding support NDIS plan helps reduce these risks gently and respectfully.

Mental and Emotional Toll

Living in a cluttered or unsafe environment can increase:

• Anxiety and depression
• Shame and embarrassment
• Fear of judgement
• Loneliness and isolation (many clients stop inviting people over)

Ironically, these same feelings can make it even harder for the person to take action. It becomes a cycle: “I’m overwhelmed, so I avoid it. The more I avoid it, the worse I feel.”

Support coordinators can help break this cycle—not by cleaning, but by understanding and supporting gently with a trauma-informed approach.

Strain on Relationships

Hoarding can put pressure on families and carers.

• Partners or children may feel frustrated, neglected, or unsafe
• Carers may be unable to do their job properly
• Neighbours might complain about smells, pests, or cluttered yards

This can lead to arguments, fractured relationships, and in some cases, involvement from housing providers, councils, or even legal services.

As a support coordinator, part of your role may include helping clients reconnect with family, manage neighbour concerns, or prepare for NDIS plan reviews. All of this becomes easier when the home environment is safer and more functional, with steady hoarding support NDIS professionals in place.

Productivity and Daily Functioning

When a space is blocked or overloaded, basic tasks become hard:

• Cooking
• Bathing
• Sleeping in bed
• Using the toilet
• Finding clothes, medicine, or important paperwork

In many cases, clients want to live independently—but the hoarding makes it impossible.

Instead of focusing on “clearing the house”, focus on restoring function to daily areas. For example:

“Would it be helpful if we worked together to clear a path to your bathroom so it’s easier to use safely?”

This shift makes things feel more manageable and less threatening—and supports your ability to build trust with clients over time.

Impact on Mood and Motivation

A cluttered space can drain a person’s energy.

• It’s harder to think clearly
• There’s a constant sense of stress
• People can feel “stuck”, hopeless, or helpless

Over time, this low mood can turn into full-blown depression. And when motivation is low, the idea of tackling hoarding feels like climbing Mount Everest barefoot.

Using a trauma-informed approach, support coordinators can reduce pressure and bring the pace down to something realistic.

Your job isn’t to fix everything. It’s to offer hope, simple steps, and a safe hand to hold.

Wealth, Finances, and Legal Risks

Some people who hoard spend large amounts of money on items they don’t need, or re-buy things because they can’t find what they already own. Over time, this can lead to:

• Financial stress or debt
• Missed bills or lost paperwork
• Eviction or legal notices due to unsafe living conditions

By helping clients regain control of their space, you’re also helping them regain control of their money, security, and independence. These are just some of the long-term benefits of professional hoarding support NDIS strategies.

What Can You Actually Do as a Support Coordinator?

Here’s a simple, actionable roadmap you can follow:

Build a Strong, Respectful Relationship
Get to know your client’s history
Ask what they want—not just what others want
Be consistent, honest, and calm
Focus on build trust with clients first, always.

Set Gentle, Achievable Goals
Start small (e.g. “clear the kitchen sink” or “make the front door accessible”)
Celebrate wins—no matter how small
Create a visual plan (whiteboard, checklist, photos of progress)

Bring in the Right Professionals
Hoarding support NDIS works best when delivered by a qualified team:

• Trauma-informed approach organisers
• Mental health professionals
• OTs or allied health staff
• NDIS cleaners familiar with hoarding complexities

Choose partners who move at the client’s pace and always seek consent.

Respect Their Autonomy
The client must stay in control of what happens in their space. Even if you disagree with a choice, support their dignity.

• Use language like “Would you be open to…”
• Offer choices: “Which area would you like to start with?”
• Let them say no. It’s okay. You’re planting seeds.

Support the Whole Person
Encourage the client to link in with mental health services, community groups, or social activities. Help them reconnect with people or passions that make life meaningful.

When life feels better, it’s easier to let go of clutter—and easier to build trust with clients in the process.

Why This Work Matters So Much

Helping someone with hoarding behaviours is not about removing rubbish. It’s about restoring dignity, supporting independence, and using a trauma-informed approach that builds long-term connection.

As a support coordinator, you have the power to:

• Prevent hospital admissions or falls
• Reduce stress for families
• Help someone feel proud of their home again
• Keep NDIS participants living independently
• Rebuild lost relationships
• And most importantly—make your client feel seen, heard, and valued
  

With the right hoarding support NDIS strategies, you can help clients experience real, lasting change—without ever rushing or pushing too hard.

Final Thought: Go Slowly to Go Far

It can be frustrating to see a client struggle. You may feel like progress is slow or invisible.

But remember: if your client trusts you, talks to you, and invites you into their space—that’s progress.

Every safe conversation matters. Every small cleared space matters. Every “yes” is a win.

Let’s stop measuring success by how many bags were removed, and start measuring it by how safe, calm, and in control the client feels.

Use a trauma-informed approach, focus on hoarding support NDIS, and always—always—build trust with clients.

Ready to support your client with compassionate, trauma-informed hoarding help?

Call us on 03 8583 9103, email nancy@homeorganisers.com.au, or visit homeorganisers.com.au to speak with our team today.

CASE STUDIES

Case Study 1: Sarah’s Path from Shame to Safety

Client Profile:
Sarah, 45, lives with complex PTSD and has been approved for NDIS support due to ongoing mental health challenges. She lives in a small unit in outer Melbourne, and over the years, has filled every room with clothes, unopened parcels, old electronics, and even food containers. Despite her embarrassment, she agreed to work with a support coordinator and eventually allowed a home organising team to help.

Challenges:
Sarah’s hoarding had created major safety risks. She had tripped several times, her fridge was no longer functional, and her health was declining. But for Sarah, the idea of someone touching her things felt overwhelming. She feared being judged or forced into change.

Approach:
The support coordinator used a trauma-informed approach, taking time to explain every step, always asking permission before moving anything. The Home Organisers team was introduced gradually, and Sarah was part of every decision. The team’s goal wasn’t just to “clean up” — it was to help Sarah feel safe, heard, and respected.

Outcome:
With the right hoarding support NDIS team in place, Sarah’s home was transformed — but more importantly, so was her confidence. She now has a clear kitchen bench, a safe path through her home, and the tools to maintain her space. Her relationship with her support coordinator has strengthened, thanks to a slow and steady effort to build trust with clients.

Case Study 2: A Family Reunited – David’s Turning Point

Client Profile:
David, 58, is a father of three adult children. After losing his wife suddenly, he began holding onto belongings that reminded him of her. What started as sentimental items soon grew into piles of magazines, clothing, broken furniture, and unused household goods. His children tried to help, but David would push them away, afraid of losing his connection to the past.

Challenges:
David’s NDIS plan included support for psychosocial recovery, but he hadn’t opened up to anyone. His family reached out to a support coordinator, hoping for a gentle intervention. The challenge was to support David without damaging the fragile emotional ground he stood on.

Approach:
Using a trauma-informed approach, the coordinator introduced a mental health-trained VA and the Home Organisers team over several weeks. The team respected David’s grief and took time to understand the meaning behind the clutter. They didn’t rush. Instead, they asked questions, listened deeply, and helped David feel in control of each decision.

Outcome:
David allowed small changes first — clearing the hallway, then the bedroom. Each success gave him hope. His children were able to visit again without fear of judgement or health hazards. The team continued to build trust with clients by showing consistency, kindness, and patience. Thanks to the hoarding support NDIS, David now receives ongoing organisational support, therapy, and check-ins. His home feels more like a home — and his heart feels less heavy.