RENTSENSE
LOCAL AUTHORITY
Arrears level performance beating a target of 5%
Cases recommended by RentSense actioned every week
Tenants moved out of arrears over the course of 2024
Mobysoft
What led to your decision to implement RentSense at MHA?
Mansha Khan
We needed a system that could bring structure and clarity. Previously, each officer was trying to manage their own cases manually, which wasn’t working. I had one officer looking after over 600 accounts. You just can’t provide effective support to tenants under that kind of pressure.
Mohammed Azad
We were overwhelmed. You couldn’t tell which accounts to prioritise, and a lot of our time was being wasted on accounts that didn’t need urgent attention. RentSense offered a better way to focus our time and energy..
Mobysoft
What was the onboarding and implementation process like?
Mansha Khan
The transition was really smooth. Mobysoft supported us throughout, and the training gave the team confidence. RentSense is very intuitive, so we were up and running quickly.
Faisal Khan
Once we started using it, the difference was immediate. The weekly workload was clear, manageable, and focused. It meant we could spend our time where it really mattered—speaking to tenants.
Mobysoft
How has RentSense supported your ability to intervene earlier with tenants?
Faisal Khan
That’s been one of the biggest positives. With RentSense, we’re spotting issues earlier. We can contact tenants before arrears become unmanageable and offer tailored support.
Mohammed Azad
Early contact is everything. It gives tenants reassurance that we’re here to help, not just chase payments. Whether it’s benefit advice or budgeting support, we can act before things escalate
Mobysoft
How has that translated into performance results?
Our arrears target for 2024 was to stay under 5%, and we ended the year at 3.1%. That’s a huge achievement considering the cost-of-living challenges.
In total, 88 customers who were in arrears at the start of the year have cleared their arrears by the year end. That’s not just data—it’s lives changed. It shows our approach is working.
Mobysoft
What’s the impact been on your team’s workload and wellbeing?
Mansha Khan
Before RentSense, the team was stretched thin and morale was low. Now, the number of cases each officer has to manage is reasonable, and we’re able to action 100% of the RentSense cases every week.
Mohammed Azad
The pressure has eased. We’re not wasting time on unnecessary checks or chasing the wrong accounts. That means more time for meaningful conversations and better outcomes for tenants.
Faisal Khan
It’s more than just efficiency—it’s job satisfaction. You feel like you’re actually making a difference
Mohammed Azad
The pressure has eased. We’re not wasting time on unnecessary checks or chasing the wrong accounts. That means more time for meaningful conversations and better outcomes for tenants.
Faisal Khan
It’s more than just efficiency—it’s job satisfaction. You feel like you’re actually making a difference
Mohammed Azad
The pressure has eased. We’re not wasting time on unnecessary checks or chasing the wrong accounts. That means more time for meaningful conversations and better outcomes for tenants.
Faisal Khan
It’s more than just efficiency—it’s job satisfaction. You feel like you’re actually making a difference
Mohammed Azad
The pressure has eased. We’re not wasting time on unnecessary checks or chasing the wrong accounts. That means more time for meaningful conversations and better outcomes for tenants.
Mobysoft
How are you using automation and digital tools to improve tenant communication?
Mansha Khan
The Assisted Automation tool is another major asset. It supports early intervention, helps us nudge tenants before things escalate, and because the communication costs are so low compared to traditional letters, we can use it regularly without worrying about budget.
We’ve also started using Assisted Automation for outbound campaigns. Before, sending letters to tenants would cost around £1.80 per letter. Now, using Assisted Automation’s SMS functionality, we’re reaching tenants for just £0.04 per message. That’s a huge cost saving and allows us to run targeted campaigns far more frequently.
Mohammed Azad
There are just so many tools we can now use. We’ll leave a voicemail, send a text, request a payment, and follow up by email too. We encourage the team to use every channel available—and in 94% of cases, tenants respond. That level of engagement really shows it works.
Faisal Khan
It also supports early engagement. We’re nudging tenants before things get serious. Because the costs are so low and the reach is so high, it’s become a core part of our arrears prevention strategy.
Mobysoft
Have you had any direct feedback from tenants?
Mohammed Azad
We’ve had tenants thank us for supporting them rather than threatening them. That’s the culture we’re trying to build, and RentSense helps us deliver on it.
Mobysoft
What advice would you give to other housing associations considering RentSense?
Mansha Khan
Don’t delay. If your team is struggling with caseloads or performance, RentSense can change the game. It’s not just a reporting tool—it gives you control and focus.
Mohammed Azad
It’s helped us do our jobs better. We’re more efficient, more supportive, and more proactive. The impact on tenants and staff has been huge.
Faisal Khan
I’d say RentSense has made a massive difference to our team, and I’d recommend it to anyone. It helps you manage performance, support tenants, and improve outcomes across the board.
