Can you share with us the reasoning behind Stirling Council initially deciding to invest in RentSense?

At that time, our rent arrears were increasing, and when we benchmarked against our peers, we found ourselves at the bottom of the league table. It was clear that additional staffing resources weren’t an option, so we had to explore how technology could help us improve our performance. That’s when we turned to RentSense.

Have the income collection challenges you faced since investment changed much since then? If so, how?

While arrears remain a challenge, factors like Covid and the cost of living crisis – including rising fuel costs – have significantly impacted our tenants. Many now have less disposable income, which means smaller payment arrangements than what we might have seen a few years ago. Additionally, our officers handle tenancy management and housing support alongside managing rent arrears. With more vulnerable tenants requiring support, our time to focus solely on arrears has diminished compared to before..

How does RentSense help your staff and tenants?

For staff, RentSense allows us to focus on cases that truly need attention, helping with time management and prioritisation. The predictive analysis feature is invaluable for identifying cases before they escalate. For tenants, the earlier contact means arrears can be addressed sooner, leading to smaller, more manageable balances. This proactive approach prevents financial stress from spiralling out of control, which benefits everyone involved.

How has RentSense helped mitigate the challenging environment all landlords face today?

RentSense has enabled us to work far more efficiently, adopting a truly proactive and preventative approach to managing arrears. Even through challenges like Covid, we’ve managed to reduce our arrears, and I firmly believe RentSense played a key role in helping us achieve that.

Can you share how RentSense has contributed to tenancy sustainment and income collection at Stirling Council?

Our tenancy sustainment rates have always been strong, but we’ve seen a reduction in the number of cases needing court action. This means we’ve successfully prevented arrears from escalating, avoiding potential homelessness for many tenants. In terms of income collection, our performance has improved year on year. In that time arrears have reduced by 22%.

What were your objectives for arrears performance in 2023/24, and how have you performed against them? What are your goals for 2024/25?

Beyond reducing arrears, have you observed other benefits for staff and tenant well-being or satisfaction?

RentSense gives staff confidence that they’re working on the right cases – those that truly require action. For tenants, the early contact has been a game changer. Many have expressed gratitude for our proactive approach, saying it’s helped prevent their situation from becoming unmanageable. We’ve also seen a reduction in evictions, which is always a positive outcome..

Have there been any unexpected benefits from using RentSense?

Yes, the dashboard and reporting features have enhanced team collaboration. Officers can see where colleagues might need assistance, which has fostered closer working relationships. It’s been a great boost for team morale.

How have Mobysoft’s training and support services been for your team?

The training has been excellent and well-received by our staff. It’s been a great motivator. The webinars are also fantastic – it’s inspiring to hear how other organisations use the software and learn from their best practices.

Do you have any performance statistics that highlight how RentSense has helped Stirling Council?

Since having RentSense our arrears have dropped year on year for three years, which is a fantastic achievement, overall they have reduced by 22%. And we carried out only four evictions in 2023/24 also, which was the fourth lowest in Scotland.

Finally, is there anything else you’d like to share about your experience with Mobysoft and RentSense?

Just that RentSense has been a game changer for us. It’s not just about reducing arrears but also about improving the lives of our tenants and supporting our staff. I’d wholeheartedly recommend it to any housing provider looking to improve their income collection processes..