Highlights

60%

of tenants seeing a point to point arrears reduction

10,337

Automated messages sent to tenants

52%

of tenants sent automated messages click on one or more self-serve options

In this case study, we delve into the success story of Your Homes Newcastle (YHN) and its groundbreaking implementation of Mobysoft’s RentSense and Assisted Automation platforms which helped the North East-based social housing provider reduce its arrears by since mid-2023, marking a pivotal moment in YHN’s approach to income collection.

Mobysoft:

Can you share with us the rationale behind your investment in Assisted Automation and the timeline for its deployment in 2023?

Hannah Colwill:

Your Homes Newcastle opted for Assisted Automation following some eye-opening discussions with our Mobysoft account manager who extolled the virtues of this fantastic platform. We implemented it for the first time this summer.

Mobysoft:

What are the primary challenges faced in income collection in Newcastle, and how does Assisted Automation address these challenges?

Hannah Colwill:

The current economic climate has led to a surge in negative budgets and conflicting payment priorities among our customers. Assisted Automation provides a solution by facilitating easy communication with customers. Our approach allows them to choose from various options, including speaking with our team, exploring our financial inclusion web page, making a payment, or accessing free assistance to get online.

Mobysoft:

Could you elaborate on the types of campaigns you run and the ease of use in implementing them?

Hannah Colwill:

We have executed two campaigns nearly every week, targeting priority 1 customers facing increasing arrears. Messages are sent offering options such as contacting our team, making payments, exploring our financial inclusion web page, and, more recently, seeking free assistance to get online. We’ve also tailored messages for each RentSense rule, anticipating an enhanced customer experience.

Mobysoft:

How have tenants responded to these messages?

Hannah Colwill:

The response has been overwhelmingly positive. Customers appreciate the flexibility of calling back at their convenience and utilizing the payment link directly to our website. This method of contact aligns well with people’s busy lives, offering a preferable alternative to traditional phone calls.  

Mobysoft:

What outcomes have you observed since implementing Assisted Automation?

Hannah Colwill:

Our rent collection figures show a steady upward trajectory, with customers actively engaging with the messaging. Some are opting for self-service, leading to more manageable call volumes for our team, which is more effective than using a dialler. There’s been a notable improvement in collection rates, and specific patches have shown marked enhancements.

Our rent collection figures show a steady upward trajectory, with customers actively engaging with the messaging. Some are opting for self-service, leading to more manageable call volumes for our team, which is more effective than using a dialler. There’s been a notable improvement in collection rates, and specific patches have shown marked enhancements.

Hannah Colwill, Income Officer, Your Homes Newcastle
Mobysoft:

Would you recommend Assisted Automation to others, and if so, why?

Hannah Colwill:

Absolutely. The interface resembles an app when customers click the link for more information, offering a modern communication channel that puts control in their hands. Collection rates are on the rise, and both our team and customers appreciate this approach.

Mobysoft:

Any additional comments?

Hannah Colwill:

It’s well designed, easy to use and highly effective, and we also get great support from Mobysoft.

Be ready for what tomorrow brings.

A RentTest enables landlords to benchmark their data against 170 landlords and see what RentSense would deliver for their organisation

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£171,000

Arrears reduction in 12 months

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