This course has passed.


The introduction of Universal Credit has seen an increase in rent arrears. Recent finding have shown 89% of universal credit claimants were in rent arrears*. With a tough economic climate and welfare reform, it is crucial that social housing organisations develop strategies to ensure effective rent collection.

This Effectively Reducing Rent Arrears course showcases innovative techniques to help support tenants, intervene early and make rent payment a priority for tenants, so that your rent arrears are reduced. Featuring examples of digital rent collection, the legalities behind rent enforcement and new approaches, social housing providers can transform services to enable efficient rent collection.

Join housing expert, Eamon McGoldrick and equip your staff with the right skills to pre-empt rent arrears and create preventative techniques to identify and support tenants at risk of rent arrears.

* Key findings of arrears at 30 September 2016, The Universal Credit (UC) report, published by the National Federation of ALMOs (NFA) and the Association of Retained Council Housing (ARCH)

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Learning Outcomes

  • Receive an update on welfare reform including the impact of Universal Credit on rent arrears
  • Learn from best practice case studies on establishing innovative rent arrears management and prevention strategies
  • Build digital skills and confidence amongst tenants and use your data to develop effective customer insight strategies
  • Understand the legalities of rent collection and enforcement to ensure compliance
  • Ensure that your rent arrears management strategy is digitally, ethically and legally robust
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.

Enquire About In-House Training

To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
[email protected]


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09:15 - 09:45


09:45 - 10:00

Chair’s Introduction & Clarification of Learning Objectives

10:00 - 11:00

Welfare Reform and the Impact on Rent Arrears

  • The relationship between Universal Credit and Debt
  • Implementation of Universal Credit and the wider challenges of welfare reform
  • The impact of the amalgamation of benefits on vulnerable claimants and methods to prevent rent arrears
11:00 - 11:45

Effectively Managing Welfare Reform Influences on Rent Arrears

  • Discover the early challenges posed by welfare reforms and how they have been overcome
  • Manage your organisation’s transition to Universal Credit
  • Prepare tenants for the way universal credit is paid so they can budget their money
  • Create a plan to adapt your referral system
11:45 - 12:00

Morning Break

12:00 - 13:00

Understanding the Legalities of Rent Collection and Enforcement

  • Follow the pre-action protocol and the procedure if the tenant is vulnerable
  • Use a section 8 possession notice to regain possession of a property
  • Look at the insolvent tenant and debt relief orders
  • Utilise the court system to the best advantage in rent arrears cases
13:00 - 14:00


14:00 - 14:45

Creating New Approaches to Tackling Rent Arrears

  • Engage staff to be performance driven and create a whole organisational approach
  • Utilise digital channels to make rent collection more efficient and target non-payments
  • Embrace mobile technology to improve the customer experience and increase workforce efficiency
  • Develop innovative approaches to support residents managing their rent payments
14:45 - 15:00

Afternoon Break

15:00 - 16:00

Workshop: Developing an Effective Rent Arrears Management Strategy

  • Ensure that your strategy is digitally, ethically and legally robust
  • Develop an action plan to take back to your organisation that incorporates customer insight techniques
  • Establish partnerships that can improve rent arrears reduction
  • Support your teams in their ability to handle rent arrears
16:00 - 16:15

Feedback, Evaluation & Close


Park Plaza County Hall, London

Park Plaza County Hall, 1 Addington St , London, SE1 7RY