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