Onward Homes has selected RentSense to help their income teams manage their rent arrears workload and support tenants in their transition to Universal Credit.

Onward, a leading North West based housing association owning and managing over 35,000 properties across the region, is keen to mitigate the wide-ranging effects of Universal Credit on their tenants and organisation.

“We decided to invest in RentSense as we were seeing an increase in arrears due to the impact of welfare reform, other economic pressures and the expansion of Universal Credit,” explains Robert Davies, Income & Financial Inclusion Manager at Onward.

As a result of the rise in arrears, Onward income officers have experienced an increase in their workload.

“This increase has meant there’s added pressure on colleague time” continued Robert, “which in turn means it’s more of a challenge to provide preventative support as we aren’t targeting the right customers at the right time.”

Time to Support Tenants

The decision was made to invest in RentSense to ensure the team have the time to support our customers by focussing on an accurate caseload. After diligent research looking into potential solutions looking at the market, Onward felt that RentSense provided the right solution.

“We spoke with a number of other RentSense users who provided strong, positive testimony and data to illustrate the impact they experienced when RentSense was deployed. What’s more, the early analysis work that Mobysoft undertook with us clearly demonstrated the impact that it will have on our performance and capacity,” highlighted Robert.

Mobysoft’s Commercial Director Paul Evans, commented:

“It’s great to be working with another social landlord in the North West. We’re already working with Onward on preparing for the go-live and very much looking forward to helping them embed efficiencies and enabling their income officers to offer more support to their tenants.”