Account Analytics builds a clear picture of residents who are at risk of falling into rent arrears using the data in NEC Housing. The system is helping PA Housing’s income team to identify the residents who are in most need of support, and to provide help and advice.
PA has used our housing management system for many years but relied on a third party for data on arrears risk. This process had become unworkable, with income officers struggling to manage an increasing caseload, especially when the Covid-19 pandemic began to impact on household finances.
“Every week, we’d get about 3,500 cases to follow up. Yet many never needed any action at all. We tried to fix it so many times so that we were able to focus on residents who were really struggling – but the third party data just wasn’t right.”
The team needed a more effective way to be able to intervene early, helping residents before rent arrears became a bigger problem. So, when PA paused recovery action for the COVID-19 lockdown, they used the time to work on rolling out our Account Analytics solution. Unlike third party systems, it’s part of NEC Housing. This means:
“Account Analytics for NEC Housing is a win-win for us. Having the right data means we offer better advice sooner, which in turn reduces our debt.”
Since going live in October 2020, PA Housing has been able to:
For income manager Katherine Hiscock, it’s the quality of customer interventions that’s made the biggest difference. Now everyone has access to accurate information, they can offer the right advice at the right time:
“Our officers can see their cases in priority order. They can also visualise each customer’s situation in one click. That’s taken away a huge amount of manual work. And when they make contact, they’re confident in the data and ready for a better conversation.”
For Katherine, the new solution has been a catalyst for wider improvements. The team has been able to support more customers by adding new income assistant roles to the contact centre. They’re also using the data to review how they communicate; for example, creating messaging for different age groups. Soon, Katherine and her colleagues be sharing their improved knowledge with PA’s Neighbourhoods Team, providing more detailed information on income, which will help when they are working with individual residents.
“All our data is in a single system, so we’re really masters of our own destiny. It’s made a huge difference already and we’re planning to do even more.”
“When residents are facing hardship, you need to act fast. By using Account Analytics that’s exactly what we’re doing. It’s more effective than our previous approach – and it also costs less.”