Highlights

4.3K

Properties

£100K

Arrears reduction (first 8 months of use)

2.0%

Arrears down from 2.6% to 2.0%

A short conversation with QCHA’s Depute Director, Elizabeth Hood and Income Maximisation Manager, James Knox, about how they have used and benefited from RentSense.
Mobysoft:

At the beginning of 2019/20 Queens Cross Housing Association remodelled your income
collection process would operate and shifted away from traditional operations to a more
proactive approach, why was that?

Elizabeth Hood:

We moved away from the standard letter-based approach to personal contact and all housing
officers work in the same consistent way.

Mobysoft:

You wanted to be able to intervene at the earliest stages of debt and invested in RentSense – how did this help?

Elizabeth Hood:

We have found that RentSense is highly accurate, it monitors all rent accounts and alerts us at the very first stages of debt; it also highlights tenants who may be in credit but at risk of falling behind with their rent. It is this technology that has enabled us to take this approach. This approach will underpin how we work with tenants over the impact of Covid-19 and our service challenges ahead.

Timber Basin and Leny St, QCHA
Timber Basin, QCHA
Mobysoft:

Like many landlords you were sending lots of letters did you find their effectiveness had waned over time?

James Knox:

Yes, to make a difference we felt that speaking to tenants and working with them would be more effective. It also meant that all tenants would receive the same consistent service. This is key in getting messages across, but also tenants then know what to expect from us and all our housing officers. RentSense enables early intervention and prioritises our cases for us, this enables the team to speak with the right tenants at the right time

Mobysoft:

How has RentSense helped monitor performance?

James Knox:

I can assess everyone’s caseload with RentSense, and work with the officers ensuring their completion of cases remains high.

Mobysoft:

This new approach has seen a fall in net arrears from £501,158 to £396,700, which means current tenants’ arrears are now tracking at 2%, falling from 2.6%. But you feel the most important statistic is the reduction in evictions?

Elizabeth Hood:

Yes, we didn’t carry out any evictions last year and only issued eight notices of seeking possession. This transition was enabled by using RentSense flagging the right cases, and this success is down to how we changed our focus on rent to early intervention and prevention and the officers’ hard work and dedication.

Yes, we didn’t carry out any evictions last year and only issued eight notices of seeking possession. This transition was enabled by using RentSense flagging the right cases, and this success is down to how we changed our focus on rent to early intervention and prevention and the officers’ hard work and dedication.

Elizabeth Hood, QCHA

What QCHA say about RentSense

Enables consistent service – QCHA – Elizabeth Hood

Easy to cover absences – QCHA – Cat Baker

Prioritises caseload – QCHA – Elizabeth Hood

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