What were the main income collection challenges Ipswich Borough Council faced in the last financial year, and how did your staff respond?

We faced several income challenges, many of which were consistent with other landlords. One significant issue was the migration to Universal Credit, which increased our workload. The broader cost-of-living crisis further complicated things, with tenants needing to prioritise their debts and payments in a way we hadn’t seen before. Despite these challenges, our staff remained resilient, and we quickly adapted to meet the new demands.

With the Housing Revenue Account (HRA) being stretched, what operating model does Ipswich use to collect rent?

We’ve transitioned from a generic model to a more specialised one. Previously, we had generic housing officers handling various responsibilities, including rent collection. However, since last year, we’ve trialled a specialist income team, which has been really effective. Currently, we have seven full-time officers focused solely on income collection, and we’re planning to make this a permanent structure. We also restructured our enforcement approach, moving away from taking as many cases to court, and focusing instead on early intervention. This proactive stance has been crucial in identifying issues before they escalate.

How have the team responded to this proactive approach, especially with early intervention?

The team has responded really positively. We’ve upskilled our staff to handle court cases themselves, which has empowered them and improved the quality of their work. By leaving court as a last resort, we’ve been able to focus more on tenant engagement and early intervention. We’ve also introduced housing liaison panels, which include pre-court and pre-warrant discussions. This has allowed us to work closely with tenants, showing them the consequences of non-engagement, and preventing evictions. This collaborative approach has been crucial in sustaining tenancies and reducing homelessness.

Has this proactive approach led to a reduction in evictions?

Yes, it has. While we’re still clearing a backlog of historical cases, we’ve definitely seen a reduction in evictions for new tenancies. Our goal is to address issues as early as possible, ideally before reaching court.

Have you seen any improvements in your arrears figures as a result??

At the end of July, our arrears were at 1.57%, down from 2.43% in July of the previous year. This significant reduction is a result of refining our processes and adopting a more proactive approach. For example, we’ve shifted away from offering minimal payment arrangements and instead focused on full payment clearance within four months, which has proven effective.

How has RentSense helped Ipswich manage its arrears and income collection more effectively?

RentSense has allowed us to prioritise and focus on cases. The system works in the background, providing us with a priority list of accounts that need attention. It’s very visual and easy to use, which has been a big plus for our staff. We’ve also been using the advanced case list to focus on specific issues, allowing us to target our efforts where they’re needed most. The automation within RentSense has taken a lot of the manual work off our staff’s plates, allowing them to focus on building relationships with tenants and sustaining tenancies.

In terms of tenancy sustainment, how has RentSense contributed to reducing evictions and improving outcomes for tenants?

RentSense has allowed us to focus our resources on the tenants who need the most support. By automating the more routine aspects of arrears management, we can concentrate on proactive, personalised engagement with tenants. This has helped us prevent arrears from escalating to the point where eviction becomes necessary. It’s all about having the right conversations at the right time, and RentSense gives us the insights we need to make that happen.

You mentioned RentSense’s automation features. How have these tools helped your team in managing the workload?

Assisted Automation has definitely helped, having the system handle much of the initial legwork allows us to focus on higher-level tasks. It’s all about efficiency, and RentSense helps us achieve that.

Has RentSense had any impact on staff well-being or job satisfaction?

Yes, it has. The system is easy to use and gives staff a clear focus. It helps them prioritise their workload and ensures that they’re working on the cases that need attention. The team feels more in control and less overwhelmed by the sheer volume of cases they have to manage. This, in turn, has a positive effect on their job satisfaction.

How would you describe your partnership with Mobysoft and the support you’ve received?

The partnership has been great. The support we’ve received from Mobysoft has been invaluable, especially from income maximisation directors Nick and Liza, who bring a wealth of experience from their past roles within local authorities. Their practical insights have helped us refine our processes and improve our outcomes. The quarterly reviews we have with Mobysoft have been particularly useful in tracking our progress and identifying areas for further improvement.

Any final thoughts on how Mobysoft has supported Ipswich Borough Council’s income collection efforts?

Mobysoft has been a proactive and supportive partner throughout this journey. They’re constantly seeking feedback and looking for ways to improve the RentSense platform. Their commitment to evolving the product and helping us address our specific challenges has been crucial in our success so far. The partnership has really strengthened our ability to sustain tenancies and support our tenants.