How Data-Driven Insights Can Improve Tenant Satisfaction in Temporary Accommodation

The social housing sector in the UK continues to face significant challenges in managing Temporary Accommodation (TA). With the rising demand for affordable housing and increased pressure on local authorities, Temporary Accommodation has become a critical part of the housing landscape. However, managing arrears in TA is a persistent issue. Recent research from Generation Rent revealed that nearly a quarter of local authorities in England spent £1 in every £20 on Temporary Accommodation in 2022-23, underlining the growing strain on budgets.

For social housing providers, the complexities of managing arrears in TA are compounded by limited resources and an often high turnover of tenants. Many landlords find themselves struggling to maintain income collection rates while supporting tenants who may be at risk of falling into debt. As such, there is a clear need for innovative solutions that can streamline processes, improve rent collection, and ultimately enhance tenant satisfaction. One such solution is Mobysoft’s AI-augmented RentSense platform, which is transforming the way social landlords approach TA arrears management.

The Challenge of Managing Temporary Accommodation Arrears

Temporary Accommodation is inherently difficult to manage. Its transient nature, combined with the vulnerable situations many tenants find themselves in, leads to higher arrears levels compared to permanent housing. Income teams are often faced with the challenge of managing large caseloads with limited staff, all while maintaining contact with tenants who may require additional support to prevent arrears from escalating. This environment makes it essential for housing providers to adopt efficient, data-driven solutions that can proactively address potential issues before they worsen.

Traditional approaches to managing TA arrears, such as organising and tracking caseloads using manual spreadsheets, often lead to inefficiencies. Housing officers can find themselves overwhelmed, focusing on reactive measures rather than preventative action. This results in missed opportunities for early intervention and support, which can further strain relationships with tenants and negatively impact satisfaction levels.

How RentSense Transforms Temporary Accommodation Arrears Management

Mobysoft’s RentSense platform is designed to tackle these challenges head-on. By utilising Artificial Intelligence (AI), Machine Learning (ML), and Natural Language Processing (NLP), RentSense provides social landlords with the insights they need to identify tenants who are at risk of falling into arrears. The platform analyses vast amounts of data, automating many of the processes traditionally handled manually, and helping housing officers to focus their efforts where they are needed most.

For example, RentSense’s AI-driven algorithms can sift through rent payment histories, identifying patterns that indicate which tenants may be likely to fall behind. This allows housing teams to intervene early, offering targeted support or signposting tenants to financial assistance, before arrears accumulate. The result is a more efficient approach to arrears management, freeing up time for officers to engage in proactive tenant communication and support.

Case Study: Lambeth Council’s Success with RentSense

Lambeth Council is a prime example of how RentSense can transform TA arrears management. Facing growing pressures on its TA budget, Lambeth partnered with Mobysoft to streamline its processes. The council’s income team, which previously managed arrears using manual spreadsheets, needed a solution that could help them manage a large volume of accounts with a small team.

By implementing RentSense, Lambeth Council saw remarkable improvements. The automated system allowed the council to prioritise cases more effectively, focusing their limited resources on the tenants most at risk. This shift in approach led to a year-to-date TA arrears collection rate of 95.46%, as well as a debt reduction of £181,000. The council also reported a significant increase in tenant satisfaction, rising from 65% to 80%.

Belinda Lord, Revenue and Income Manager at Lambeth Council, praised the platform, stating: “RentSense has improved rent collection processes that have in turn enhanced the tenant journey from beginning to end. As a result of early intervention measures, 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.” The council’s success with RentSense demonstrates how data-driven insights can enhance both rent collection and tenant satisfaction.

Enhancing Tenant Satisfaction Through Early Intervention

One of the key ways RentSense improves tenant satisfaction is by enabling earlier intervention. When tenants are engaged earlier, they are more likely to receive the support they need to avoid falling into arrears. This not only improves rent collection rates but also fosters a better relationship between tenants and housing providers. Tenants feel more supported, knowing that their landlord is aware of their financial situation and is proactively working with them to find solutions.

Furthermore, RentSense’s ability to streamline caseloads ensures that those tenants who need to be contacted are done so in a timely and appropriate manner. This prevents the escalation of arrears and reduces the number of complaints. The platform’s data-driven approach ensures that the right tenants are engaged at the right time, which helps to build trust and improve overall satisfaction.

The Future of Temporary Accommodation Management

As social housing providers continue to navigate the complex landscape of TA, the need for efficient, scalable solutions has never been more pressing. RentSense is proving to be an invaluable tool for housing providers looking to improve their TA arrears management. By leveraging AI and data-driven insights, RentSense enables early intervention, enhances tenant engagement, and drives tangible improvements in rent collection rates.

Lambeth Council’s success serves as a powerful example of what can be achieved when technology is used to enhance traditional processes. As more housing providers adopt solutions like RentSense, the sector will see continued improvements in both temporary accommodation arrears management and tenant satisfaction.

RentSense empowers social landlords like Lambeth to manage TA arrears caseloads efficiently, engaging the right tenants at the right time for sustainable success. To see how RentSense could achieve similar results for your organisation, read Lambeth Council’s full case study.

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Mobysoft

Founded in 2003, Mobysoft provides predictive data insight solutions to a wide range of social housing clients, supplying technology to help landlords to improve their income-collection processes for the good of all involved. Mobysoft delivers two market-leading products RentSense and RepairSense which help keep tenants housed in a home they can enjoy and simultaneously improves rent collection for the long term good of the organisation and its tenants.