What led to your decision to implement RentSense at MHA?

We needed a system that could bring structure and clarity. Previously, each officer was trying to manage their own cases manually, which wasn’t working. I had one officer looking after over 600 accounts. You just can’t provide effective support to tenants under that kind of pressure.

We were overwhelmed. You couldn’t tell which accounts to prioritise, and a lot of our time was being wasted on accounts that didn’t need urgent attention. RentSense offered a better way to focus our time and energy..

What was the onboarding and implementation process like?

The transition was really smooth. Mobysoft supported us throughout, and the training gave the team confidence. RentSense is very intuitive, so we were up and running quickly.

Once we started using it, the difference was immediate. The weekly workload was clear, manageable, and focused. It meant we could spend our time where it really mattered—speaking to tenants.

How has RentSense supported your ability to intervene earlier with tenants?

That’s been one of the biggest positives. With RentSense, we’re spotting issues earlier. We can contact tenants before arrears become unmanageable and offer tailored support.

Early contact is everything. It gives tenants reassurance that we’re here to help, not just chase payments. Whether it’s benefit advice or budgeting support, we can act before things escalate.

How has that translated into performance results?

What’s the impact been on your team’s workload and wellbeing?

Before RentSense, the team was stretched thin and morale was low. Now, the number of cases each officer has to manage is reasonable, and we’re able to action 100% of the RentSense cases every week.

The pressure has eased. We’re not wasting time on unnecessary checks or chasing the wrong accounts. That means more time for meaningful conversations and better outcomes for tenants.

It’s more than just efficiency—it’s job satisfaction. You feel like you’re actually making a difference

How are you using automation and digital tools to improve tenant communication?

The Assisted Automation tool is another major asset. It supports early intervention, helps us nudge tenants before things escalate, and because the communication costs are so low compared to traditional letters, we can use it regularly without worrying about budget.
We’ve also started using Assisted Automation for outbound campaigns. Before, sending letters to tenants would cost around £1.80 per letter. Now, using Assisted Automation’s SMS functionality, we’re reaching tenants for just £0.04 per message. That’s a huge cost saving and allows us to run targeted campaigns far more frequently.

There are just so many tools we can now use. We’ll leave a voicemail, send a text, request a payment, and follow up by email too. We encourage the team to use every channel available—and in 94% of cases, tenants respond. That level of engagement really shows it works.

It also supports early engagement. We’re nudging tenants before things get serious. Because the costs are so low and the reach is so high, it’s become a core part of our arrears prevention strategy.

Have you had any direct feedback from tenants?

We’ve had tenants thank us for supporting them rather than threatening them. That’s the culture we’re trying to build, and RentSense helps us deliver on it.

What advice would you give to other housing associations considering RentSense?

Don’t delay. If your team is struggling with caseloads or performance, RentSense can change the game. It’s not just a reporting tool—it gives you control and focus.

It’s helped us do our jobs better. We’re more efficient, more supportive, and more proactive. The impact on tenants and staff has been huge.

I’d say RentSense has made a massive difference to our team, and I’d recommend it to anyone. It helps you manage performance, support tenants, and improve outcomes across the board.