Highlights

5K

Properties

1.13%

Lowest ever arrears figure

63%

Caseload Reduction

A short conversation with Cottsway’s Income Manager, Wendy Hardy, about why they invested in RentSense the benefits it has helped deliver.
Mobysoft:

What was income collection like prior to RentSense?

Wendy Hardy:

Although performance was good there was an acknowledgment that our income function processes were both labour intensive and paper heavy. Essentially officers would run reports on a fortnightly basis and would work through their caseload each fortnight, but they were only getting through about 70%.

Mobysoft:

So why did you decide to invest in RentSense rather than more staff?

Wendy Hardy:

We wanted to move officers away from unsuccessfully trying to spend time on all accounts to focusing on the right accounts in the right order. Throughout the process they could see the benefits of using RentSense and they took to it straight away, because it is so easy to use and it made an immediate impact streamlining their cases.

Mobysoft:

What was income collection like prior to RentSense?

Wendy Hardy:

This insight is especially useful. We can manage resources of the team so much more effectively, I get an instant overview and I can look to put in extra resources on to a patch when required. And importantly it’s not a complicated product, the simplicity is the beauty of the RentSense. I would simply have not been able to do this before.

Mobysoft:

What was income collection like prior to RentSense?

Wendy Hardy:

I’ve got a really good relationship with Mobysoft and always have had. If I’ve had a problem I know I can pick up the phone and speak to someone and responses around customer service is always very good. Helpdesk calls are answered very swiftly and I am given an expectation of when it will be answered.

Mobysoft:

What was income collection like prior to RentSense?

As a customer I always want to feel valued, so seeing our account manager on a regular basis is a great way of reviewing performance having a chat with the team. They also take time to speak to the responsible director as well, so performance is fed up to the board, and it demonstrates we are getting a good return on investment.”

Wendy Hardy, Cottsway
Mobysoft:

What was income collection like prior to RentSense?

Wendy Hardy:

Before the income team were more office based, Rentsense has helped with the shift to agile working and it enables us to offer more support to those tenants that need it from welfare reform.

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RentSense Case Study – Cottsway- Wendy Hardy

Mobysoft:

What was income collection like prior to RentSense?

Wendy Hardy:

The executive team place a real emphasis on income as they see this as our lifeblood, therefore it is critical we have the right resources in place to collect income. There is an acknowledgment from the directors that RentSense is a key tool in revenue protection. RentSense has created officer capacity and given the team more time to focus on complex cases and the households that need the attention

Mobysoft:

What was income collection like prior to RentSense?

Wendy Hardy:

Officers now spend more time on a case to get a better resolution. This has helped Cottsway achieve a collection rate of 99.9% and our lowest ever arrears of 1.13%, beating their year-end target of 1.87%.

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