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:


promoting automated and digital payment methods


providing information on how universal credit works


helping people in vulnerable situations and families with complex needs


arranging alternative payment arrangements (APAs) for eligible tenants

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