Arrears ReductionRead more
RentSense caseload reduction over 1 year
You recently moved to a new HMS, how did Mobysoft support this?
When you move systems do you expect teething issues, but we encountered prolonged problems, around functionality. The Mobysoft team helped with the integration into the new HMS, and RentSense worked throughout, and without it we would have been at a loss.
How has the cost of living impacted tenants and staff?
It has had a massive impact on tenants, we are experiencing more phone calls, and they are more distressing. We are having to refer more tenants to support agencies and in-house teams.
However, our arrears have come down a huge amount compared to last year. That is due to the hard work the team have put in, and also RentSense, our arrears would not have reduced by so much without it, and the service from the Income Maximisation Director.
What challenges were you facing prior to working with your Income Maximisation Director (IMD) Nick Beasley?
There were various challenges. We were experiencing the fall out from covid and we had all moved to working permanently from home, the team morale was very low at that point.
Nick came along just after these changes, add into that a new HMS which we were struggling with. Nick helped pick the team back up, and get them to focus on how they were using RentSense.
How did the IMD approach working with the team?
Nick set up regular face to face meetings with the team, that really helped. We did regular reviews as well, looking at cases, performance, how many cases the team had closed off. His approach was very transparent which the team really appreciated. He also opened floor to the room so the team could bring any issues up. This was really effective as Nick would know the answers arrears this grew their confidence.
How did IMD work with you, and how did you decide on your objectives for the service?
There were several objectives throughout, from how many calls to make, how many payments to get in, how many RentSense cases to clear off, and of course arrears targets. The team then focused on how many cases to get through each day, which essentially reduced the arrears down and enabled them to achieve these objectives.
Were the officers involved with the Income Maximisation service and what were their thoughts and feedback on it?
The officers were very positive about it, the support and the insight they got, but also the tips on usage helped ensure all members embraced using RentSense as efficiently as possible.
They also appreciated being part of the process and the decisions that were made and the objectives set. Their views and opinions were listened to on every aspect, but Nick was able to share his experience and the officers gained a lot from that.
How has the service helped Oxford City Council? (do you have any stats around caseload, arrears, collection rates, tenants in debt etc)
We heavily rely on the stats from RentSense. Usually arrears are static or rise each year before Christmas, but this year where we were really focused on using RentSense we have managed to bring the arrears down, despite the cost of living crisis, by £171,000. The team have done an incredible job, they have worked really hard, and this would not have been possible without RentSense and Nick’s help.”Katie Ball, Oxford City Council
Also our caseload has dropped dramatically too, with the help of daily processing but with officers clearing off their cases. And that is when we are adding more properties on to RentSense as well.
And throughout the number of tenants in arrears has dropped too, despite all the difficulties they currently face.
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