Highlights

2.42%

Arrears level performance, beating a target of 3%

19.3%

Ahead of current arrears target

2nd

Lowest arrears amongst benchmark group in Yorkshire area

For over a decade, Connect Housing has been on the frontline of tackling housing inequality across West Yorkshire. With 3,400 homes in its portfolio and a mission to create opportunities for fulfilled, healthy lives, the organisation understands that maintaining sustainable tenancies is about more than just rent collection—it’s about timely intervention, meaningful engagement, and data-driven decision-making.
To support this work, Connect Housing has used Mobysoft’s RentSense platform for over 10 years, helping to transform its income collection function. The platform has allowed officers to focus on priority cases, reduce manual admin, and intervene earlier when tenants fall into arrears. We sat down with Shubash Miah, Service Manager (Income Services), Yvonne Howe, Rahila Mohammed, and Max Wolstenholme, Income Officers at Connect Housing, to discuss how RentSense has supported their goals and improved outcomes for tenants and the organisation alike.
Mobysoft:

You’ve been using RentSense for around 10 years now. How has it helped, particularly given the way the sector has changed?

Yvonne Howe:

It’s helped massively. Before RentSense, we’d be going through lists that took weeks to work through. Now we can focus on cases that really need attention. It’s quicker to act when someone first falls into arrears, which means we can step in and offer support before it escalates. That’s made a big difference.

Shubash Miah:

Social housing has changed dramatically in that time, especially with the cost-of-living crisis and Universal Credit rollouts. The need for proactive, intelligent case management has grown, and RentSense has evolved with us.

It gives us the information we need, when we need it—and the results speak for themselves. We’re currently 19.3% ahead of our arrears target (2.42% actual compared to a 3% target), which is a significant achievement. We now have the second lowest arrears in our benchmark group across Yorkshire, and we’re also the second highest performer in terms of arrears reduction among our peer group. RentSense has absolutely played a key role in that.

Shubash Miah, Service Manager (Income Services), Connect Housing
Mobysoft:

What’s been the impact been on your day-to-day workload?

Max Wolstenholme:

RentSense is very user-friendly. It breaks down large workloads into manageable chunks. If you’ve been away for a couple of days, it helps you quickly prioritise what needs doing. That ability to jump straight back in and work efficiently is really helpful..

Yvonne Howe:

It’s definitely taken the stress out of workload management. Before, there was always that worry that you’d miss someone who needed help. Now we trust that the cases are flagged at the right time, so we can act fast and support tenants more effectively.

Mobysoft:

Any unexpected benefits from working with Mobysoft?

Shubash Miah:

Yes, and not just from the software itself. Income services can sometimes be quite isolated from other parts of housing, like neighbourhoods or customer engagement. The relationship we’ve built with Mobysoft has really helped with that. The team – in particular our Mobysoft Customer Success Manager – is incredibly knowledgeable, friendly, and supportive. They regularly share useful sector insights, and their webinars and training sessions have been invaluable. When we meet, it doesn’t feel like we’re meeting a supplier—it feels like one team working together..

Mobysoft:

How does RentSense support your internal reporting?

The RentSense dashboard has been a game changer. I use it to produce monthly performance reports for our leadership team. It translates the data into something meaningful—into the real-life impact we’re having. We can see how many customers we have helped out of arrears over a 12-month period. That really brings the numbers to life.

Shubash Miah, Service Manager (Income Services), Connect Housing
Max Wolstenholme:

Because the system is intuitive and the layout is clear, it’s much easier for new team members to pick up. Instead of spending weeks learning manual processes, they can hit the ground running with RentSense.

Yvonne Howe:

It really does reduce the learning curve. And it gives you confidence early on because the recommendations are based on accurate data, so you’re not second-guessing what to do next.

Mobysoft:

What does good performance mean to your team, and how does RentSense support that?

Shubash Miah:

For us, good performance isn’t just about collection rates. It’s about preventing debt from escalating and helping tenants stay in their homes. RentSense helps us do that. It gives us visibility over early warning signs and lets us respond with the right support. That’s real impact.

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