Melville Housing Association Reports 1.7% Net Arrears and 100% Case Completion with RentSense
Melville Housing Association (MHA) has reaffirmed its position as one of Scotland’s top-performing landlords for rent collection, reporting net arrears of just 1.7% at the end of the 2024/2025 financial year. In addition, Melville has sustained an excellent performance, well under its target of 2.5%. This consistently strong performance, maintained throughout a cost-of-living crisis and a full housing management system (HMS) transition, has been supported by the organisation’s continued use of Mobysoft’s income analytics platform, RentSense.
Despite ongoing economic pressure on tenants, MHA has achieved 100% weekly case completion across its income team. RentSense provides the visibility and structure needed to prioritise cases effectively, enabling officers to intervene early, support tenants in difficulty, and maintain manageable caseloads that reduce stress and increase productivity.
Our performance is exceptional – and part of that is down to RentSense. Staff log in and see a manageable caseload – that makes it achievable, mentally. It helps us focus on quality over quantity and reach tenants who really need support.
Jane Burnett, Head of Housing Services at MHA
MHA’s approach to income collection blends data-led decision-making with proactive, person-centred support. Alongside RentSense, the organisation has helped tenants access more than £1 million in financial gains in the past year through welfare benefits, emergency hardship funding, and partnerships with trusted local and national support organisations.
“We are trusted partners of organisations like the Fuel Bank Foundation and local development trusts,” Burnett added. “We’ve been able to offer direct financial support, cash-first hardship funding, and crisis help — and RentSense has helped us reach the right tenants, at the right time.”
MHA recently transitioned to the Rubixx HMS, and RentSense remained central to arrears management throughout the go-live phase. With strong collaboration between MHA, Mobysoft, and QBridge, the integration was seamless and ensured there was no disruption to rent collection performance.
Chris Magennis, Mopbysoft Regional Director (Scotland), commented: “MHA’s results speak for themselves. They’ve shown what’s possible when a high-performing team combines human-centred support with intelligent data-driven tools. We’re proud that RentSense continues to play a key role in helping them maintain one of the strongest arrears performances in the sector.”
To discover more about how MHA achieved these results, read the full case study.