A short conversation with Silva’s Customer Relations Lead Partner – Revenue, Tom Mason, on how RentSense has helped enable their empathetic appraoch to income collection throughout the pandemic.
In a recent housing article by Silva it discussed how the pandemic taught housing associations to take a more empathetic approach to rent arrears. Also, part of Silva’s new business strategy is about putting customers and communities first. Has RentSense played a role in helping the rent team deliver on these?
RentSense allows us to identify customers having problems paying their rent much earlier than we could in the past. So for example, when a regular payer deviates from paying, RentSense flags them immediately, and we are able to have conversations earlier and support them. So it really helps drive that empathetic approach.
Another tenet of Silva’s new strategy is embracing technology and new ways of working, has RentSense been part of that plan?
RentSense is very much part of that. As technology should, it makes our jobs easier, by freeing up time and identifying who we need to speak to.
Why did Silva choose to invest in RentSense? Did you speak to other users?
We wanted to make our good performance better. It made sense to adopt system like RentSense that gives our skilled workforce more time. And when we spoke to other users we only ever had positive feedback.