Focus Where It Matters: How Ardenglen Achieved Record-Low Arrears Through Data-Driven Approaches

Thursday 29 January 2026 – 11.00 to 11.30 (Webinar)

In a climate where budgets are tight and tenant needs continue to grow, knowing where to focus income team efforts is more important than ever — and Ardenglen Housing Association is a clear example of what can be achieved with the right approach. In this practical session, Ardenglen joins Mobysoft to share how they transformed their income management performance, driving arrears down to 1.8%, maintaining 92–100% case completion rates, and significantly reducing legal actions.

Suzanne Casey, Director of Customer Services at Ardenglen, will discuss the operational pressures the organisation faced, the shifts they made to improve focus, and how RentSense has supported smarter prioritisation, earlier intervention, and more meaningful tenant engagement.

This session goes beyond systems and processes. It’s a chance to hear how the right insight, culture, and tools can empower income teams to concentrate their efforts where it truly matters: helping tenants sustain their homes.

Join us as we explore:
– How Ardenglen achieved a record-low arrears rate through sharper focus and prioritisation
– Practical approaches to maintaining performance with limited staff resources
– The impact of data-driven early intervention in reducing legal actions
– Insights from seven years of continuous improvement and partnership with Mobysoft
– Ways to balance operational efficiency with a strong tenant-centred approach

This session will be particularly useful for:
– Income Officers / Housing Officers
– Income Team Leaders / Managers
– Heads of Income / Customer Services Managers