Bpha has revealed the efficiencies and reduced arrears and evictions it has achieved through the implementation of Mobysoft’s rent arrears management software, RentSense.
RentSense is an arrears management tool, based on predictive analytics, that helps landlords intervene at the earliest stages of debt to support their tenants.
Bpha’s initial investment was driven by the need “to create capacity within the housing team”, according to Helena Pountney, regional housing manager at the housing association.
Pountney said: “Our officers are generic and before RentSense they were reviewing their caseload in our HMS, the issue was the caseload was not accurate.”
There were some initial surprises with Bpha’s caseload it they started on RentSense, as the system had also found arrears cases that the previous system had not flagged for action.
Poutney said: “RentSense is far more intelligent and highlights just the cases we need to action, so officers spend time addressing the right cases.
“With the right cases the housing officers have been able to focus on the right tenants and offer the right support.
“As a result, arrears have fallen from 2.9% to 2.55% in the two years we have had RentSense.”
Despite a growing portfolio of properties, the bpha team has seen an improvement with rent arrears, which have fallen by over 12% since the implementation of RentSense.
The customer-centric approach that bpha is taking, where they offer a consistent approach and have staff that know and understand their customers, is paying dividends through the reduction in arrears and evictions prior to lockdown.
Poutney said: “We have been able to sustain more tenancies, and RentSense has helped the officers with this. By March 2020 we had reduced evictions by 17 compared to the same time in March 2019.
Read more about RentSense: Gloucester City Homes reduces arrears by £66,000
The reporting also helps save time when reporting to management on arrears and collections; while the dashboard helps monitor progress throughout the week and offers comparisons to previous weeks.
Poutney said: “RentSense has played its part in creating around 2.4 FTE of capacity within the team, which is why we invested in the first place.
“But the accurate caseload has enabled the team to lower our arrears, even when we have added an additional 1,000 homes in that time.
“It has also helped the team have the right conversations with customers that has helped sustain more tenancies.
“I would recommend RentSense to other landlords, but it is more than the just the product, it is the service as well – the support and assistance we get from our account management team, where they help ensure we get the most from RentSense.”
Including bpha, more than 160 social landlords use Mobysoft’s RentSense solution.
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