Why did Flintshire County Council invest in RentSense?

Caseload was getting unmanageable. We were using spreadsheets to monitor cases, and they weren’t efficient—it meant officers were reviewing cases that didn’t need any action. At the time, we had seven officers covering 7,300 tenancies, which was already a stretch. RentSense was introduced to help manage officer caseloads and make sure time was spent on the right cases.

What were the main challenges you faced around arrears?

Universal Credit had a huge impact. Then COVID hit, and more recently the cost-of-living crisis has made things worse. Many tenants now have to make difficult choices between heating their homes, buying food, or paying rent. It’s not that people don’t want to pay—it’s about affordability.

How has RentSense changed the way the team works?

RentSense has helped us focus our efforts where they’re needed most. Before, officers might have 1,200 cases a week, but a lot of those didn’t need urgent attention. RentSense filters and prioritises cases, so now they deal with 500–600 meaningful cases a week. That’s made a big difference to staff morale—they’re no longer overwhelmed. They can be more proactive, and they’re not wasting time reviewing cases that will resolve themselves.

Has RentSense helped reduce unnecessary contact with tenants?.

Yes—one of the best things about RentSense is that it stops us from chasing people who don’t need to be chased. If someone has a Direct Debit coming out in a few days or if they’ve already made a payment arrangement, RentSense recognises that. We’re not causing unnecessary anxiety for tenants, and it helps us focus on those who need support. It’s improved tenant relationships too. People are more likely to engage with us when we get in touch, because they know it’s for a genuine reason.

What impact has RentSense had on tenancy sustainment?

Has it changed your approach to legal action?

Yes. We still serve Possession notices when necessary, but court cases have reduced. RentSense gives us the information we need to act sooner and resolve issues without having to go down the legal route.

Have the team benefitted from any Mobysoft training?

We’ve recently taken part in the Income Maximisation sessions run by (Mobysoft Income Maximisation Directors) Lisa Crowther and Nick Beasley. They’ve been brilliant. The sessions helped the team understand the Advanced Case List functionality and how RentSense prioritises cases. It’s given everyone more confidence and helped embed good practice.

What income performance improvements have you seen?

Our goal for 2024–25 was to stabilise arrears—but we actually reduced them by £170,000. Arrears went from 5.1% down to 4.5%. That’s a big step in the right direction. We’re now aiming to continue this improvement in arrears, and Week 1 arrears in 2025-26 are already around £100,000 lower than the same period the previous year. That shows real progress.

What’s your experience of working with Mobysoft?

The support has been excellent. Everyone is approachable and helpful. Whether we’ve had a technical question or needed advice on best practice, the Mobysoft team has always been there. They’ve never tried to upsell us anything. It’s always been about helping us get the most from what we’ve already got—and that goes a long way.