Proactive rent collection and arrears management

We focus on identifying and preventing customers getting into debt – and supporting those who do.
Call centre rep

Our proactive customer contact service

The arrival of universal credit means weekly housing benefit payments can be paid directly to landlords or a single monthly income, to cover a range of benefits, is paid directly to tenants.

This change means tenants are having to manage their money differently and has led to an increase in missed rents payments, arrears and tenancy eviction. This has a knock-on effect on housing associations which are facing a rise in court orders to recover debts, along with an increase in costly tenancy terminations and increased demand for temporary accommodation.

We can help you better support your tenants, while minimising the impact on revenue collection, budgets and services, with our fully-managed rent collection and arrears management service.

We can work alongside your existing teams to support profiling and contact management, taking and making payment arrangements, as well as signposting to wider support and preparing court documentation for non-payers.

How we help

We use insights to profile customers in areas that are more likely to be impacted by universal credit, have the propensity to miss payments or have rent arrears. Our team firstly contacts tenants to help to explain the payment options that are available, arranges to take rent payments and helps eligible tenants who need alternative payment arrangements (APAs) applied to their universal credit. As part of our rent collection and arrears management services, we focus on:

01

promoting automated and digital payment methods

02

providing information on how universal credit works

03

helping people in vulnerable situations and families with complex needs

04

arranging alternative payment arrangements (APAs) for eligible tenants

Contact an expert

Our related insights

Government

Local government

Local government

Institute

Read more

How can we help your organisation progress?

Get in touch

Explore similar services

01

Council tax and NNDR collection

We're helping local authorities administer, collect and recover council tax and business rates, maximising revenue collection so more can be invested into local services.

Read more
02

Single person discount review

Our fully-managed service quickly identifies residents who are no longer eligible to claim single person discounts on their council tax, meaning no extra work for your in-house teams.

Learn more
03

Benefits resilience and business rate grant disbursement

Capita is the country’s leading provider of housing benefits support services, supporting over 100 local authorities across the UK and paying over £1bn in housing benefits every year.

Read more