RENTSENSE
LOCAL AUTHORITY
Reduction in arrears in 12 months
Current arrears level, beating target of 5.1%
Eviction across the entirety of 2024/25
Mobysoft
Why did Flintshire County Council invest in RentSense?
Carwyn Jones
Caseload was getting unmanageable. We were using spreadsheets to monitor cases, and they weren’t efficient—it meant officers were reviewing cases that didn’t need any action. At the time, we had seven officers covering 7,300 tenancies, which was already a stretch. RentSense was introduced to help manage officer caseloads and make sure time was spent on the right cases.
Mobysoft
What were the main challenges you faced around arrears?
Carwyn Jones
Universal Credit had a huge impact. Then COVID hit, and more recently the cost-of-living crisis has made things worse. Many tenants now have to make difficult choices between heating their homes, buying food, or paying rent. It’s not that people don’t want to pay—it’s about affordability.
Mobysoft
How has RentSense changed the way the team works?
Carwyn Jones
RentSense has helped us focus our efforts where they’re needed most. Before, officers might have 1,200 cases a week, but a lot of those didn’t need urgent attention. RentSense filters and prioritises cases, so now they deal with 500–600 meaningful cases a week. That’s made a big difference to staff morale—they’re no longer overwhelmed. They can be more proactive, and they’re not wasting time reviewing cases that will resolve themselves.
Mobysoft
Has RentSense helped reduce unnecessary contact with tenants?.
Carwyn Jones
Yes—one of the best things about RentSense is that it stops us from chasing people who don’t need to be chased. If someone has a Direct Debit coming out in a few days or if they’ve already made a payment arrangement, RentSense recognises that. We’re not causing unnecessary anxiety for tenants, and it helps us focus on those who need support. It’s improved tenant relationships too. People are more likely to engage with us when we get in touch, because they know it’s for a genuine reason.
Mobysoft
What impact has RentSense had on tenancy sustainment?
We've seen a big difference. Evictions have dropped significantly—we’ve only had one eviction in 2024–25, which is the lowest we’ve ever recorded. Part of that is due to policy changes in Wales around homelessness prevention, but RentSense also plays a huge role. It helps us identify struggling tenants early on and support them before the situation escalates.
Mobysoft
Has it changed your approach to legal action?
Carwyn Jones
Yes. We still serve Possession notices when necessary, but court cases have reduced. RentSense gives us the information we need to act sooner and resolve issues without having to go down the legal route.
Mobysoft
Have the team benefitted from any Mobysoft training?
Carwyn Jones
We’ve recently taken part in the Income Maximisation sessions run by (Mobysoft Income Maximisation Directors) Lisa Crowther and Nick Beasley. They’ve been brilliant. The sessions helped the team understand the Advanced Case List functionality and how RentSense prioritises cases. It’s given everyone more confidence and helped embed good practice.
Mobysoft
What income performance improvements have you seen?
Carwyn Jones
Our goal for 2024–25 was to stabilise arrears—but we actually reduced them by £170,000. Arrears went from 5.1% down to 4.5%. That’s a big step in the right direction. We’re now aiming to continue this improvement in arrears, and Week 1 arrears in 2025-26 are already around £100,000 lower than the same period the previous year. That shows real progress.
Mobysoft
What’s your experience of working with Mobysoft?
Carwyn Jones
The support has been excellent. Everyone is approachable and helpful. Whether we’ve had a technical question or needed advice on best practice, the Mobysoft team has always been there. They’ve never tried to upsell us anything. It’s always been about helping us get the most from what we’ve already got—and that goes a long way.
