Following a factual investigation as described above, the details should be documented and the appropriate claim forms completed and forwarded to the insurance company for resolution. Despite negligence, injuries occurring on PHA property have the potential to become claims. It is critical that full documentation is on file to prove any valid defense if a claim is later filed against a PHA.

The key to all recordkeeping is good file maintenance. Organized, accurate files are especially important when claims are made against a PHA. Timely accessibility to these files will improve the efficiency of the legal defense process. Computer tracking programs that are designed to improve record keeping are recommended. This way, the defense team will have access to critical documentation that has an audit trail. Examples of PHA activities that would benefit from having computer audit trails are: maintenance work order systems; housing unit modernization and improvement programs; and accident investigation records.