Former tenant arrears is one of the toughest areas in income management. The tenant has moved on, there's no ongoing relationship to build from, and without the right insight, cases sit untouched until they're written off by default.

Following a merger, SNG's customer accounts team was managing this through spreadsheets, with no reliable way to know which cases needed attention. In this session, Laura Burton shares how that changed: recovering £248,000 in former tenant arrears and clearing debt entirely for 419 former tenants, helping hundreds of people move forward debt-free.
Laura will also share how she helps her team prioritise across a large caseload, keeps them motivated through difficult work, and evidences the decisions behind every write-off.

Expect practical takeaways on getting control of former tenant arrears, building a process that sets your organisation up for the future, and giving people the chance to move on with a clean slate.