stop procrastinating and get the cash in (dave)...stop procrastinating and get the cash in (dave)...

Stop procrastinating and get the cash in (Dave)

Paul Lees and Brian Moran

Housing associations are like Space Shuttles

Income collection is an O-ring process

A weak process is bad for the business and bad for the tenant

What is the weakest link in the income collection process?

How can we make the process more efficient and effective?

BA

CourtDebtLegal action

CourtDebtLegal action

InformIdentify

Issue NSP Apply to CourtWarn

Chase

CourtDebtLegal action

InformIdentify

Issue NSP Apply to CourtWarn

Chase

Couldn’t identify “true” arrears

CourtDebtLegal action

InformIdentify

Issue NSP Apply to CourtWarn

Chase

Couldn’t identify “true” arrearsCouldn’t identify which cases required action

CourtDebtLegal action

InformIdentify

Issue NSP Apply to CourtWarn

Chase

Couldn’t identify “true” arrearsCouldn’t identify which cases required actionIncorrect prioritisation of cases

DebtLegal action

InformIdentify

Issue NSP Apply to CourtWarn

Chase

DebtLegal action

Issue NSP Apply to CourtWarn

Manually making telephone calls

InformIdentify Chase

DebtLegal action

Issue NSP Apply to CourtWarn

Manually making telephone callsManually sending out letters

InformIdentify Chase

DebtLegal action

Issue NSP Apply to CourtWarn

Manually making telephone callsManually sending out lettersVariability in performance of staff

InformIdentify Chase

DebtLegal action

Issue NSPWarn

InformIdentify Chase

DebtLegal action

Issue NSPWarn

InformIdentify Chase

Variability in staff performance

DebtLegal action

Issue NSPWarn

InformIdentify Chase

Variability in staff performanceHuman error

DebtLegal action

Issue NSPWarn

InformIdentify Chase

CourtDebtLegal action

InformIdentify

Issue NSP Apply to CourtWarn

Chase

MachineHuman

Vs

Fail

P.I.C.N.I.C.

CourtDebtLegal action

InformIdentify

Issue NSP Apply to CourtWarn

Chase

HumanMachine

CourtDebtLegal action

InformIdentify

Issue NSP Apply to CourtWarn

Chase

HumanMachine

Data extract

Processes data

Imports data

Imports data

Generates letters

Moves arrears stage

Telephone calls Text messages

Exports data

0Tuesday 4 March

Data file received from Mobysoft10:3

Data file received from Mobysoft

Automatic import into housing management system0Tuesday 4 March

10:3

Data file received from Mobysoft

Automatic import into housing management system

c260 arrears cases automatically escalated1Tuesday 4 March

10:3

Data file received from Mobysoft

Automatic import into housing management system

c260 arrears cases automatically escalated2Tuesday 4 March

10:3 Automatic export to Housing Contact Company

Data file received from Mobysoft

Automatic import into housing management system

c260 arrears cases automatically escalated

2Tuesday 4 March

10:3 Automatic export to Housing Contact Company

Calls begin to all early stage arrears cases

“Please call Adactus about your rent account”

“Please call Adactus about your rent account”

Call answered? Mobile?No

Yes

Tenant in arrears and no payment or agreement made

No Try again later today

Check again tomorrow

Yes

Send a text

It can't be reasoned with.

It can't be bargained with.

It doesn't feel pity, or remorse, or fear. And it absolutely will not stop,ever

Data file received from Mobysoft

Automatic import into housing management system

c260 arrears cases automatically escalated

0Tuesday 4 March

14:4Export to Housing Contact Company

Calls begin to all early stage arrears cases

A human presses a button to print the letters

Data file received from Mobysoft

Automatic import into housing management system

c260 arrears cases automatically escalated

0Tuesday 4 March

17:0

Export to Housing Contact Company

Calls begin to all early stage arrears cases

A human presses a button to print the letters

The postman collects the letters

95%accuracy

0complaints

700%increase in contacts

800calls each week

calls:text

75:25

42%cases contact us

50%reduction in staff

0increase in arrears

www.adactushousing.co.ukwww.mobysoft.com

www.housingcontact.co.uk