Prima Housing Group implemented RentSense several years ago. Can you share some context around why the decision was made?

When Prima first introduced RentSense, the goal was to improve the accuracy and efficiency of our income collection processes. I joined Prima in 2018, and at that time, RentSense had only recently been implemented. I had prior experience with RentSense at a different employer, so I was already familiar with its benefits. The key drivers for adopting RentSense were reducing arrears, ensuring accurate caseloads, and making income officers’ workloads more manageable. By providing a more focused caseload, RentSense allows staff to concentrate on tenants who genuinely need support, rather than spending time sorting through accounts.

How has the cost-of-living crisis affected your tenants and their ability to pay rent?

The cost-of-living crisis has had a significant impact on our tenants, making it much harder for them to manage rent payments. We’ve seen a notable increase in tenancy support needs, with more tenants struggling to keep up with rent while also dealing with rising utility bills and other living expenses. On top of this, consecutive years of rent increases have created additional financial strain.

To support our tenants, we’ve been focusing on grant searching and helping them access financial support to manage their debts. We look for ways to help them reduce other financial burdens so they can prioritise their rent payments.

How does RentSense help your income team manage these challenges?

RentSense has been a game-changer in terms of efficiency and effectiveness. RentSense eliminates inefficiency and automatically generates accurate caseloads. For our team of four income officers, we save the equivalent of a full-time staff member’s workload each week.

Another major benefit is the reduction of human error. RentSense ensures that we’re prioritising cases based on accurate data, rather than relying on assessments, which can vary between officers. The system’s algorithms help us target the right cases at the right time, leading to more timely interventions and better outcomes for both tenants and our income collection performance.

Has RentSense played a role in helping Prima manage Universal Credit transitions?

RentSense has improved our ability to act quickly when tenants transition from Housing Benefit. The system immediately flags accounts where Housing Benefit has dropped off, ensuring that we can engage with those tenants right away before arrears accumulate. This early intervention is crucial in preventing financial exclusion and helping tenants sustain their tenancies.

Would you say RentSense has contributed to tenancy sustainment and improved income collection?

How has Assisted Automation within RentSense helped your team?

Assisted Automation has been a valuable tool, particularly for targeted campaigns. One example is our annual rent increase communications. Our rent increases take effect in May, while most landlords implement theirs in April. We used RentSense to send out automated messages in April, advising tenants not to update their Universal Credit journals prematurely. Then, in May, we sent another message reminding them to take action. This reduced the number of missed claims and unnecessary verifications, saving us significant administrative time..

How have additional Mobysoft services, such as the Income Maximisation consultancy, helped Prima Housing Group?

The support from Mobysoft’s Income Maximisation Directors has been invaluable. The training sessions delivered by Nick Beasley have received fantastic feedback from both my team and the customer experience staff.

For example, he tailored Universal Credit training to different audiences – simplifying key concepts for frontline staff while diving into more complex calculations for income officers. That kind of practical, role-specific training has helped upskill our team and improve our overall service to tenants.

Looking at Prima’s income collection targets for 2024/25, how are you tracking against them?

Our primary goal for the past few years has been to hold arrears at a static level, given the economic challenges and rising rents. Last year, we achieved 2.55% arrears – significantly below our official board target of 3.4%. This year, we’re aiming to maintain that.

Given the difficult financial climate, staying under 3% is a strong achievement, and RentSense plays a key role in helping us maintain that stability.

Beyond arrears reduction, what other benefits have you seen from using RentSense?

One of the biggest benefits is the impact on staff morale. Having a clear, manageable caseload at the start of the week gives officers confidence in their workload. They know exactly what needs to be done and can plan their time effectively. This level of control reduces stress and helps the team stay motivated.

We’ve also found the reporting tools in RentSense extremely valuable. The dashboard and reporting features help us track performance, identify trends, and conduct internal audits. For example, the ‘three-week consecutive no action’ report allows us to monitor cases proactively and ensure no accounts slip through the cracks.

Any final comments on Mobysoft and its services?

RentSense is an incredible product that delivers real value for money. The time savings alone justify the investment. Without it, we’d need an additional full-time staff member. The accuracy, efficiency, and strategic insights it provides make it an essential tool for our income team.
We also appreciate the ongoing support from Mobysoft, whether through training, reporting tools, or additional automation options. It’s a partnership that has genuinely made a difference to our operations and tenant support efforts