What were the main income challenges that led to Calico investing in RentSense?

Our performance was already strong, but we knew there was room for improvement. One of the biggest challenges was the inefficiency of our existing arrears management. Each Income Management Officer (IMO) had over 1,000 cases, and more than 40%of their workload consisted of abortive work. This meant we were spending a significant amount of time on cases that didn’t require intervention, rather than focusing on customers who truly needed support.

External influences such as Universal Credit (UC) have changed the way we need to work. We recognised the importance of adapting our approach to better support customers who were struggling financially. Our goal was to move from a reactive model to a proactive one – identifying the ‘silent majority’ who might be at risk before their financial situation worsened.

What were your key objectives in adopting RentSense?

First and foremost, we wanted to deliver a timely, personalised, and improved service for our customers. RentSense allows us to free up capacity within our team, ensuring that our officers can dedicate more time to those customers who need extra support. We also wanted to boost efficiency, giving officers more autonomy in decision-making and a greater sense of achievement in their roles.

How has the cost of living crisis impacted your tenants?

Many of our customers are experiencing extreme financial hardship. We have cases where people simply do not have food. The need for support has never been greater, and our team is committed to identifying those at risk as early as possible. RentSense has been instrumental in helping us free up officer time so that we can provide direct support to customers in crisis.

How has RentSense impacted your income management operations?

The data insight has been incredible. We can now make more informed decisions with ease. Previously, pulling a single report for our Finance Director took one and a half days via our old way of working. With RentSense, that same report now takes just 10 minutes. Having access to real-time, accurate data means we can see exactly which tenants need our support and allocate resources accordingly.

Another huge benefit has been RentSense’s Assisted Automation feature. To date, we’ve run 35 campaigns and made 9,445 contacts. Our daily Direct Debit campaigns reach 418 customers, and during our 46-week tenancy week at Christmas, 67% of tenants read our messages, with over 10% reducing their arrears by an average of £315. The ability to use video messaging in campaigns has also led to high engagement levels and success rates.

Have you seen any tangible results in terms of arrears reduction?

Have you used RentSense for anything beyond current tenant arrears?

Yes, we’ve also used campaigns to manage former tenant debt. Assisted Automation has given us more time to spend with customers who need it most, and it’s helped significantly with tenancy sustainment.

Have there been any unexpected benefits from using RentSense?

RentSense has not only strengthened our performance but also improved assurance for our executive team. Having clear, data-driven insights gives us confidence in our decision-making and reassures leadership that we are prioritising the right areas. The transparency of the data has been very well received at the executive level.

Another benefit is that our officers genuinely enjoy using the system. They appreciate having more time to focus on customers who truly need support, rather than being overwhelmed by excessive caseloads. The Income Maximisation Director (IMD) sessions we’ve introduced have been a huge success, helping officers feel more engaged and empowered in their roles.

What final thoughts would you share with other housing providers considering RentSense?

The impact has been transformational. RentSense has enabled us to take a proactive approach, reducing arrears while freeing up valuable officer time. It provides clear, actionable insights that help us support our most vulnerable tenants while achieving organisational efficiency.

If you’re looking for a system that improves performance, enhances officer engagement, and strengthens customer support, RentSense is a game-changer.