A conversation with several of the team at B3Living to discuss their new approach to income collection and how their customer ethos of a ‘personalised and inclusive’ service has resulted in their best ever performance. Interviewees by order of appearance are: Chris Ellison – Executive Director, Sophia Howells – Head of Housing, Sarah Styles – Rents Manager and Phil Drati – Rent Sustainment Advsior
B3Living’s strategy for 2021-2024 is better futures, how do you see the rent team’s role supporting this and influencing these outcomes?
The rents team is fundamental to our better futures strategy. They ensure the organisation keeps going, by collecting the rent, and they also ensure that our customers can stay in their homes and not face any future housing crises. Better futures sums it up really, they are ensuring the better future of the organisation and a better future for our customers.
As a team, they’re about so much more than just income collection. Our colleagues really know our customers, they know what additional support is out there and they have really good links in the community generally so they can really focus on sustainment.
Your customer ethos is “a personalised and inclusive service” how has RentSense helped with this?
When we call someone, it’s about them. There’s no script. Now it is much easier to focus and spend our quality time with customers who need it.
It means now they can give really targeted support.
For me that’s always been the business case for RentSense, and less of ‘can you do the same with fewer people’, but it’s more ‘can you help more people with the same size team’ and ‘can you really focus your resources around the people that need it the most’? I really notice that when I sit with this team now. They know customers by their voice. When you’re in financial hardship, someone really knowing and understanding your situation means a lot