Together Housing has seen major improvements in arrears performance after implementing Mobysoft’s RentSense® with Automated Arrears Prevention (AAP).
The AI-powered tool has helped Together increase the credit across its tenants accounts by £1.9M in 12 months as well as mitigating the effect of tenants transitioning to Universal Credit.
As a result of AAP, Together now has more UC tenants in credit than debit.
In 2024, Together Housing faced the challenge of collecting an additional £20 million in rent, as well as the 53-week rent year, alongside the migration of more than 3,300 tenants from Housing Benefit to UC.
Historically, many tenants had been permitted to pay retrospectively, which made it harder to keep arrears under control and created difficult conversations for frontline staff. Despite these pressures, arrears cases do not spike, and collection rates remain above 100%.
The North of England housing provider went live with Mobysoft’s AAP in November 2023. The platform predicts which tenants in long term credit may fall into debt and automates a text to them, either signposting or sharing a link to a portal to make payment, preventing arrears from escalating.
To reduce inbound call demand, Together Housing also created a dedicated tenant landing page linked to the messages, while officers were supported to make “rent in line” conversations standard in every interaction.
This combination of automation and consistent engagement means officers can focus on prevention, not firefighting.
Jackie Tagg, Income Manager at Together Housing, said: “AAP has been brilliant because once implemented, you can almost forget it exists.
“It does the work in the background for you. The number of people now in credit on UC outweighs those in debt — and has done for months. Last year it was the other way around.”
The system requires no officer intervention and is backed up with regular reporting to senior leadership, ensuring that results are evidenced at board level.
Contact centre data also confirms that only a handful of tenant calls each month are generated by AAP messages, showing that the approach is effective without creating additional demand.
James King, Mobysoft’s Regional Director (North), said: “Together Housing’s success with AAP is a clear demonstration of how automation can protect both landlords and tenants.
“By preventing arrears before they build, Together maintains strong collection rates, reduces pressure on staff, and supports thousands of tenants through Universal Credit migration. It’s a fantastic example of proactive income management in action.”
Together Housing’s results highlight the real-world impact of RentSense AAP: arrears prevention that runs quietly in the background, reduces risk, supports staff, and protects tenants from avoidable debt.
The handful of tenants who have called in as a result of the automated texts have thanked Together, as they did not realise they were going to slip into debt.
To learn more about Together’s arrears reduction journey with RentSense AAP, read the full case study here.
Housing Digital Stakeholder Mobysoft is one of the fastest growing software as a service-providers in the UK. Its RentSense product helps landlords sustain more tenancies, deliver efficiencies, and protect revenues.
Read next: Housemark analysis confirms RentSense customers outperform peers in arrears management
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