Connect Housing Cuts Arrears to 2.42% – 19.3% Ahead of Target and Among Top Performers in Yorkshire Thanks to RentSense
Connect Housing, a West Yorkshire-based housing association managing 3,400 homes, has achieved significant improvements in rent collection and arrears reduction over the past decade thanks to its long-term partnership with Mobysoft and the implementation of its intelligent RentSense platform.
The organisation is currently 19.3% ahead of its arrears target, with actual arrears at 2.42% compared to a 3% target. Among its peer benchmark group in Yorkshire, Connect Housing now ranks as the second lowest for arrears and is also the second highest performer for arrears reduction—highlighting its position as a top-performing income team in the region.
Faced with growing pressures such as the cost-of-living crisis and the challenges posed by Universal Credit, Connect Housing turned to technology to modernise its income services. RentSense has empowered the team to proactively identify cases of potential arrears, enabling earlier engagement and tailored tenant support that helps sustain tenancies and prevent escalation.
“We can immediately focus on the cases that need our attention most. RentSense helps us prioritise more effectively, reduce administrative burden, and respond earlier when a tenant falls into arrears. That proactive capability has made a real difference, not only to our collection performance but more importantly, to the lives of our tenants.”
Shubash Miah, Service Manager (Income Services) at Connect Housing
Since adopting the platform over 10 years ago, Connect Housing has seen a clear transformation in how it manages arrears cases. The system breaks large caseloads down into manageable daily tasks, ensuring no cases slip through the cracks—even after staff absences. It also enables new officers to onboard quickly, thanks to its intuitive, user-friendly design.
Beyond the technology, Connect Housing also attributes part of its success to the strong working relationship it has developed with Mobysoft. “It’s not just the software—it’s the people. Our Customer Success Manager and the wider Mobysoft team have been incredibly knowledgeable and supportive. They bring sector insights, regular training, and a sense of shared purpose. It never feels like a supplier relationship; it feels like we’re one team working towards the same goals,” added Miah.
Nicola Wilson-Sanders, Regional Director (North) at Mobysoft, praised Connect Housing’s commitment to continuous improvement: “Connect Housing is a fantastic example of what’s possible when technology, people, and purpose align. Their team has shown how data-led decision-making can deliver both operational efficiency and greater social impact. We’re proud to have supported them on this journey and look forward to continuing to help them enhance outcomes for tenants.”
With rising pressures on income teams across the UK, Connect Housing’s success demonstrates how data-driven tools like RentSense can deliver real and lasting value. To discover more about how Connect Housing achieved these remarkable results, read the full case study.