A short conversation with Rooftop’s Head of Income Collection and Tenancy Sustainment, Rachael Robinson, about focusing on prevention, early intervention and supporting tenants through the pandemic.
Why did Rooftop choose to invest in RentSense?
Our executive director of operations at Rooftop (Lisa Nicholls) had successfully used RentSense elsewhere. And on joining Rooftop Lisa’s priority was to develop a 3 year strategy on maximising income collection strategy, that focused on using technology supported by the right level of resource and focusing on early intervention, advice and support for tenants. Lisa knew that RentSense could enable this strategy.
What’s your longer term view for arrears performance and targets, in what is a challenging environment?
We anticipate that collecting rent will become increasingly difficult, due to the multiple challenges our customers are facing, with the cost of living impacting prices of food, fuel, all our customers’ outgoings are being impacted. So RentSense is really critical to us to ensure that the time officers are in the office they are directed to the right case, so that capacity is released for them to be proactive and help those who really need our help.
Longer term we see a reduction of enforcement action. We have invested in resource and are going to create a tenancy sustainment team, who will help tackle fuel and food poverty. We are being proactive supporting tenants and as a result have seen fewer court actions and evictions and having RentSense has enabled us to do that.