Mobysoft Wrapped: 2025 in Customer Case Studies
This year was one that tested social housing providers on every front, from rising costs and regulatory pressure, to increasing tenant expectations and constrained resources. In response, income teams and repairs operations were forced to rely on sharper insight, smarter decisions and technology that could stand up to real-world complexity.
Mobysoft Wrapped: 2025 in Customer Case Studies brings together the real stories behind the impressive numbers our customers chalked up as a result of utilising our products. From reducing arrears and improving income collection, to identifying hidden repairs risk, supporting compliance, and targeting resources where they matter most, these case studies show how housing providers used RentSense® and RepairSense® to navigate one of the toughest operating environments the sector has faced.
Stirling Council
Facing rising arrears and limited capacity, Stirling Council turned to RentSense to take a more proactive, preventative approach to income collection. The result was sustained arrears reduction, improved tenancy sustainment and greater confidence for officers working in an increasingly challenging environment.
Key stats:
• 22% overall reduction in rent arrears
• 189 households (22% of those in arrears) cleared arrears within 12 months
• Only 4 evictions in 2023/24 – the fourth lowest in Scotland
South Yorkshire Housing Association
South Yorkshire Housing Association used RentSense to shift from a reactive arrears approach to a preventative model, enabling earlier intervention and stronger tenant support. The result was a significant reduction in arrears, fewer evictions and a more sustainable workload for income officers.
Key stats:
• Arrears reduced from over 4% to 2.2%, beating the 2.8% target
• Just 3 evictions in 2023/24 – one of SYHA’s lowest ever totals
• Around 500 homes per FTE officer, with only 60–70 requiring active management at any one time
Calico Homes
Operating in one of the UK’s most deprived areas, Calico Homes used RentSense to move from a reactive arrears process to a proactive, insight-led model. This shift reduced arrears, eased officer workloads and enabled earlier, more personalised support for customers facing acute financial hardship.
Key stats:
• Overall arrears reduced to 2.42%, beating the 3% target
• Former Tenant Arrears reduced to 1.88%
• Weekly caseload cut from 1,200 to around 870 cases
Manningham Housing Association
Under growing caseload pressure, Manningham Housing Association adopted RentSense to bring structure, clarity and earlier intervention into its income processes. The result was stronger arrears performance, reduced strain on officers and more compassionate, timely support for tenants.
Key stats:
• Arrears reduced to 3.1%, beating the 5% target
• 100% of RentSense-recommended cases actioned every week
• 88 tenants moved out of arrears during 2024
Flintshire County Council
Faced with rising caseloads and growing affordability pressures on tenants, Flintshire County Council used RentSense to prioritise the right cases and intervene earlier. This shift delivered rapid arrears reduction, improved tenancy sustainment and record-low levels of eviction.
Key stats:
• £170,000 reduction in rent arrears in 12 months
• Arrears reduced to 4.5%, beating the 5.1% target
• Just 1 eviction across the entirety of 2024/25
Prima Housing Group
Prima Housing Group used RentSense to bring greater accuracy, consistency and efficiency into income collection, enabling officers to focus on tenants who genuinely needed support. This insight-led approach helped stabilise arrears performance despite sustained cost-of-living pressures and rising rents.
Key stats:
• Arrears reduced to 2.55%, beating the 3.4% target
• Over 2,700 properties supported through RentSense
• Time savings equivalent to one full-time staff member each week
Connect Housing
With over a decade of RentSense in place, Connect Housing has embedded proactive, data-led income collection into everyday operations. This long-term approach has enabled earlier intervention, sustained performance and consistently low arrears, even as sector pressures have intensified.
Key stats:
• Arrears reduced to 2.42%, beating the 3% target
• 19.3% ahead of current arrears target
• Second-lowest arrears in its Yorkshire benchmark group
Gloucester City Homes
Gloucester City Homes adopted RepairSense to gain clarity over repeat repairs, improve decision-making and strengthen regulatory confidence. By using data to surface root causes and drive accountability, teams reduced waste, improved outcomes for residents and delivered measurable cost savings.
Key stats:
• £41,947 cost savings delivered in the first six months
• 24.9% reduction in repeat repairs
• Operational meetings reduced by 50%, reflecting improved confidence and process maturity
Darlington Borough Council
Darlington Borough Council used RentSense to move from a traditional, reactive arrears model to one built on early action and proactive engagement. By combining automation, insight and targeted outreach, the council delivered lasting improvements in arrears performance and tenancy sustainment.
Key stats:
• Arrears reduced from £1.03m to £885k
• Former tenant arrears collections increased from £81k to £187k
• 91% average caseload completion rate
London Borough of Newham
Managing one of the UK’s largest temporary accommodation portfolios, Newham used RentSense to bring focus and efficiency to TA arrears collection. Through smarter prioritisation and proactive engagement, the council stabilised performance and delivered significant improvements in collections despite intense demand and cost pressures.
Key stats:
• £1.9m increase in temporary accommodation collections in 2024/25
• TA rent collection reached 101% in April 2025
• 70% of TA tenancies in credit or at a zero balance
Together Housing
Facing a perfect storm of rent increases, Universal Credit migration and affordability pressures, Together Housing used RentSense with Automated Arrears Prevention to stop arrears before they started. By embedding prevention into everyday processes, the organisation protected income, stabilised caseloads and supported tenants through change.
Key stats:
• £1.9m increase in tenant credit balances during 2024/25
• 3,342 tenants migrated to Universal Credit without a spike in arrears
• Rent collection exceeded 100% at year-end
Ardenglen Housing Association
Ardenglen Housing Association used RentSense to sharpen focus, reduce wasted effort and intervene earlier with tenants who needed support most. This targeted, insight-led approach delivered record-low arrears while keeping legal action to an absolute minimum.
Key stats:
• Arrears reduced to 1.8% — the lowest level in over a decade
• 92–100% weekly case completion rates despite resource pressures
• Just one court case for rent arrears in the past 12 months
The Year in Customer Outcomes
🔥 Top Stats of 2025
- £6.7m+ in improved income performance delivered across general needs and temporary accommodation
- Record-low arrears achieved — down to 1.8% in some organisations
- 100%+ rent collection achieved in some of the most pressured operating environments
- £40k+ repairs cost savings unlocked in just six months through smarter diagnostics
- Thousands of tenancies protected through early intervention and prevention-led approaches
🏆 Biggest Wins
- From reactive to preventative: Housing providers consistently shifted away from chasing debt to stopping arrears before they escalated
- Doing more with less: Teams maintained or improved performance despite staff shortages, UC migration, rising costs and increased caseloads
- Compliance with confidence: Clear, auditable insight supported governance, reporting and regulatory scrutiny — without extra admin
- Better outcomes for residents: Fewer evictions, fewer repeat repairs, faster resolutions and more meaningful engagement
📈 Stand-Out Themes from 2025
- Early action beats enforcement
The strongest results came from organisations intervening sooner — often before tenants even realised they were at risk. - Automation is no longer optional
Automated arrears prevention, prioritised caselists and targeted campaigns proved critical to protecting staff capacity. - Insight drives better decisions
Whether in income or repairs, teams that could clearly see why issues were happening were able to act faster and more effectively. - Performance and compassion aren’t opposites
The best-performing organisations were also those delivering the most supportive, tenant-first approaches.
The Bottom Line
It perhaps goes without saying that 2025 wasn’t an easy year for social housing, but it was a defining one. And as these case studies show, the organisations that combined data, insight and action didn’t just survive the pressure — they delivered measurable progress where it mattered most. If you’d like to find out more about how Mobysoft’s product and services can help your organisation achieve similar results in 2026, why not book a demo and arrange for one of our team to show you just what we can do?
Mobysoft AI-powered PropertySense® applications RentSense® and RepairSense® help landlords improve their income-collection processes and the productivity, quality, and sustainability of their repairs service for the benefit of all involved.
- Mobysoft Wrapped: 2025 in Customer Case Studies - December 10, 2025
- This Month In Social Housing: November 2025 - December 1, 2025
- Five Top Tips to Prepare for Rent Convergence - November 12, 2025