We offer a proactive customer contact service

The roll out of universal credit continues. Tenants now need to manage their money differently – from weekly housing benefit payments paid directly to their landlord, to a single monthly income to cover a range of benefits, paid directly into their personal bank account. This change is already having a knock-on effect both financially and socially, with an increase in missed rents payments, arrears and tenancy eviction.

Not only is this impacting revenue collection, housing associations are facing a rise in court orders, where it can take years for debt to be fully recovered, along with an increase in costly tenancy terminations, compounded by a rising demand for expensive temporary accommodation. This can all contribute to wider social and mental health issues, placing additional strains on public and charitable services.

We can work alongside your existing teams and procedures to provide a fully-managed rent collection and arrears management service. From profiling and contact management, to taking and making payment arrangements, along with signposting to wider support and preparing court documentation for non-payers, our rent collection services can help you better support your tenants while minimising the impact on revenue collection, budgets and services.

Customer using tablet
“The resilience service provided by Capita has enabled Southwark to effectively manage workload uctuations following the implementation of universal credit full service within the borough. The team delivering the service have assisted in initially maintaining then improving performance helping to mitigate the risk of a signi cant increase in arrears following direct payment of benefit.” Dominic Cain, Director of Exchequer Services at London Borough of Southwark

How it works

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:

Key features

  • Dedicated revenues and customer service specialists, fully trained in the latest legislation, handling sensitive, outbound communications and setting up payment arrangements to meet differing needs.
  • The ability to switch our service on or off, so you can access capacity when you need it most.
  • Use of insight, analytics and behavioural science techniques for customer communications to promote the right outcomes for your organisation.
  • A telephony platform to support outbound and inbound activity and ensure we have the right level of resource to meet demand.
  • Options for extended service opening hours, after work and at weekends to contact customers around their lifestyles.
  • Digital customer experience function to help shape continuous service improvement and efficiency.
  • Commercial arrangements to deliver results based on agreed and monitored performance measures.


  • Tenants will understand better their responsibilities, the appropriate communication channels to use and the support available to them to prevent debt.
  • Wider and more convenient payment options that reduce the risk of missed payments and arrears
  • More financial stability and an improved credit rating for individuals.
  • Better signposting to information, advice or financial support a tenant might be entitled to.
  • Fewer tenancy terminations and reduced risk of homelessness.
  • Action to prevent wider debt related issues, including mental health housing and employment.


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