Welcome to the latest edition of Customer Success Snapshot – a semi-regular feature in which we bring you an ‘at-a-glance’ view of some of the results achieved by users of our products and services. This instalment sees us taking a quick look at the Lambeth Council’s use of RentSense to significantly enhance its approach to temporary accommodation (TA) arrears.

“Lambeth first used RentSense for our social tenancies and main rents team. This gave us a good understanding of the system. For TA, we built a separate setup with specific rules and our own escalation policy. We moved from being on patches to a patchless TA case list, organised by account balances rather than areas. This allows flexibility and ensures that officers can cover for each other, maintaining high completion rates and efficiency.”

– Belinda Lord, Revenue and Income Manager for Homeownership & Rents, Housing and Adult Social Care, Lambeth Council

“In the most recent financial year, we achieved a year-to-date collection rate of 95.46% for TA residents. We reduced our current debt by over £181,000 and the average arrears per household by £166.51, despite an increase of 604 new accounts.”

– Belinda Lord, Revenue and Income Manager for Homeownership & Rents, Housing and Adult Social Care, Lambeth Council

“Improved rent collection processes have enhanced the tenant journey from beginning to end. Tenants find it easier to contact the team and are satisfied with the level of support and communication. This is evidenced by a reduction in complaints related to rents.”

– Belinda Lord, Revenue and Income Manager for Homeownership & Rents, Housing and Adult Social Care, Lambeth Council