Case Study: Teign Housing

Teign Housing originally invested in RentSense in May 2019, which was driven by the looming challenges of full migration to Universal Credit and the management were wanting to further improve a high performing income collection team.

Key Stats

Properties: 3,700
Arrears Reduction: 8.25% in 6 months (Nov 19 2.06% – May 20 1.89%)
Arrears Reduction: £45,000 (Nov 19 – May 20)

Income Maximisation Service

At the time Teign had just gone live with their new HMS as well which in the first instance caused some feed issues into RentSense and this caused some hesitancy around renewing RentSense for another 12 months.

“Our Account Director introduced the Income Maximisation Service to us, explaining it would not only help us extract full value from RentSense but also give us an outside perspective on our performance and our operations,” explains Amanda Nicholls, Head of Housing at Teign.

The Income Maximisation Director (IMD), joined team meetings and worked closely with the Sam Dunne, the income manager at Teign.

“Teign’s IMD was able to speak our language. Straight away there was that connection due to his experience of managing rent recovery. His outside perspective too was invaluable,” continues Amanda.

The IMD was also able to share data from a national perspective that enabled Teign to analyse their performance from a wider viewpoint rather than a regional one. This was important as it also helped motivate the team to further improve. Challenges were also set for the team in terms of completing their workload each week within RentSense.

To help further improve performance and mitigate UC, he (the IMD) and Sam looked at team structure and KPIs. The team was split into focusing on high or low level arrears which helped give them clarity in their role. In terms of mitigating Universal Credit, according to Amanda it helps them ‘intervene earlier and focus on those early UC rent cases.’

Improving performance despite pandemic

The focus of the income team has improved with clear KPIs, with caseload completion being one of the main criteria.

“The team got to 100% recommendations being completed, but this was a challenge. But when the pandemic hit this was reviewed, but the team were still completing high 80s and 90s, which was a fantastic effort,” explains Amanda.


“Our performance improved too, despite Covid. In November 2019 our arrears were 2.06% and by May 2020% they had dropped to 1.89%, which is around £45,000 reduction. Since then, they have reduced further to 1.80%.” continues Amanda.

As a result of the IMD service and improving performance, whilst mitigating Universal Credit, Teign were keen to continue using RentSense and have re-invested.

“The board were very supportive in re-investing and at the same time PwC audited the business, including income, and the team got plaudits within the review for their approach and performance,” highlights Amanda.

When asked if Amanda and the team at Teign would recommend RentSense and the income maximisation service.

“We have really benefited from the service and RentSense. It helped the team understand the mechanics of the system, but it brought that outside perspective and experience. Why would you not use the service? It’s complementary and it gets results.” Concludes Amanda.