Key Highlights




Caseload Reduction

A short conversation with Alan Clark, a Housing Officer at Whiteinch and Scotstoun Housing Association (WSHA), based in Glasgow. Alan has worked for WSHA for over 15 years, having previously worked for another housing provider before that.

How has RentSense helped you in your role?

Alan Clark:

It has been a big help, it has reduced the number of cases we look at, and it prioritises them. It is also really effective in identifying where Universal Credit or Housing Benefit have stopped or changed. That means we can get to the people at very early stages to intervene.


What do you see as the benefit of using RentSense?

RentSense makes the conversation much easier with tenants, as it is more about support less about enforcement, as it helps with early intervention, which is incredibly important. The tenant perhaps is totally unaware they could have a benefit or Universal Credit issue. It also highlights people that have perhaps missed a payment out of forgetfulness, rather than avoiding the payment.”

Alan Clark, WSHA

Clydeholm Shipyard, Whiteinch, Glasgow
Clydeholm Shipyard, Whiteinch, Glasgow

What does the ability for early intervention mean for your relationships with tenants?

Alan Clark:

Early intervention helps us, but it also benefits the tenants too, and they are thankful for the contact. Often, they might not have realised there is an issue, so we can go to them and say ‘have you had a letter, has your Housing Benefit ceased?’

There’s been times when cases have appeared on my RentSense list, I am really not sure why, as they’re in credit. But, when you drill down you find there is issues with UC or HB. They are then appreciative and realise something needs to be done, and we can get tenancy support in or welfare rights to help them.


How has it impacted relationships with tenants, are more grateful for the support and assistance especially with early intervention?

Alan Clark:

If someone has a problem with a rent account, 9 times out of 10 if we do contact them it is only beneficial. My fellow housing officers are really good, and they want to create that relationship to work with, rather than chase people. That’s where I see the relationships building with the tenants, as you are not discussing enforcement but instead support.

The conversation is about benefits being stopped or changing, so how we approach that is different, ‘do you need any assistance with that.’ The conversation is about making them aware of our sustainment services and that’s why RentSense is so good.


How has WSHA supported their customers through lockdown?

Alan Clark:

WSHA identified tenants that may be vulnerable and that did not have access to tablets and technology, so we have supplied some customers with tablets and phones. And, of course tenants are very appreciative of it.

Alan Clark, an officer’s perspective of RentSense

WSHA – Alan Clark – Early Intervention

WSHA – Alan Clark – Managing UC

WSHA – Alan Clark – Improving relationships

WSHA – Alan Clark – Prioritising workload

WSHA – Alan Clark – benefits tenants

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