How has the cost of living impacted tenants and staff?

The impact of the rising cost of living is evident in an increased demand for assistance through our tenant hardship fund, as well as a surge in requests for welfare benefit and grant advice.

How long has City of Edinburgh Council been using RentSense and how has it helped in the past?

We have been utilising RentSense for a year, and its impact has been substantial. Over the first year, RentSense has played a pivotal role in helping us focus on priority cases, resulting in a 50% reduction in our caseload over that period.

What have been the biggest changes in income collection over the past 24 months and how has this impacted City of Edinburgh Council?

Over the past four years, our rent arrears reached unprecedented levels, exacerbated by the challenges posed by the recovery from COVID-19. The primary focus areas of housing management, specifically voids and rents, presented significant challenges for our officers. RentSense has brought about consistency and directed our attention to those tenants facing the most difficulty in paying their rent. Notably, our rent arrears trend has reversed, showing a reduction below the previous year’s level—a positive shift we haven’t witnessed in quite some time.

Why were you interested in the income maximisation service from Mobysoft?

The income maximisation consultancy service, and in particular Nick Beasley, has proven to be a major benefit. Nick’s experience and dedicated time working with us to overcome challenges have been invaluable. This service has allowed us to scrutinise our operations, identify key areas for improvement, and target potential areas at risk of rising debt. Every organisation needs a Nick!  

How did the income maximisation director work with you, and how did you decide on your objectives for the service? Is this a service other technology partners have offered?

The collaboration involved regular meetings, reviews of performance data, targeted sessions on areas like Universal Credit (UC), and training to refocus our strategies. Unlike other technology partners, Mobysoft provides these additional benefits at a more personal level, making it stand out in terms of service and support.

Were the officers involved with the income maximisation service, and what were their thoughts and feedback on it?

Officers actively participated in fact-finding sessions, examined areas that required change and additional training. Staff were enthusiastic about the opportunity.

How has the service helped City of Edinburgh Council?

The positive impact is evident in the reduction of tenants in debt, decreasing arrears levels, and a halving of caseloads. This has resulted in officers having more time to focus on other critical areas within their patches. Between October 2022 and November 2023 we’ve managed to reduce overall arrears by £399,787 and help 346 tenants out of debt.

Any other comments about Mobysoft and our services?

Throughout the collaboration, everyone at Mobysoft has been knowledgeable and accommodating, fostering a positive working relationship. Personally, this has been one of the most exciting experiences to conclude my career in housing rents.