Having used Mobysoft’s RentSense software since 2017 to support its rent arrears caseload, Together Housing has added Mobysoft’s Intelligent Automation software to help it manage the growing number and complexity of universal credit cases.
Jackie Tagg, head of income, Together Housing, said, “Intelligent Automation has helped us to free up staff time for quality conversations while also triggering positive responses from customers who receive automated contacts. There are regular patterns of customer engagement and payments via our website when automated messages have been sent.”
The combination of Intelligent Automation and RentSense has resulted in Together Housing’s income team now being able to complete their weekly caseloads, alongside all relevant tenants receiving the support they need. The overall caseload for the income officers has fallen from 5,500 to 3,000 cases.
Tagg said, “The automation has helped tenants in a variety of ways. The most important is that fewer customers are getting into serious debt and we can intervene at the earliest stages of debt. It has also helped us to speak with customers at critical times and driven personal contacts, such as pre-NOSP and pre-court, helping us improve tenancy sustainability.”
