The introduction of Universal Credit has led to a dramatic rise in rent arrears, and it is crucial that housing associations develop strategies to ensure effective rent collection in an increasingly pressurised environment.

This Effectively Reducing Rent Arrears course equips you with innovative techniques to increase rent collection, ensure early intervention and provide adequate support to tenants. Learn from award-winning housing associations about new approaches to rent collection.

Book this highly interactive course for your organisation In-House, and equip yourself and your staff with the knowledge and skills to pre-empt rent arrears and create preventative strategies that effectively identify and support tenants most at-risk.

Learning Outcomes

  • Learn from best practice case studies that have implemented innovative rent arrears management and prevention strategies
  • Gain knowledge to help your organisation manage the transition to Universal Credit
  • Build skills and confidence among tenants and develop effective customer insight strategies
  • Grasp the legalities surrounding rent collection and enforcement to ensure compliance
  • Develop a rent arrears management strategy that 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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9:15 - 9:45


9:45 - 10:00

Trainer's Introduction and Clarification of Learning Objectives

10:00 - 10:45

Welfare Reform and the Impact on Rent Arrears

  • Evaluate the impact of the benefit cap
  • Consider implementation of Universal Credit and the wider challenges of welfare reform
  • Assess the impact of the amalgamation of benefits on vulnerable claimants and discuss methods to prevent rent arrears
10:45 - 11:30

Reducing Rent Arrears by Improving Tenant Mental Health

  • The prevalence of mental health problems among tenants in arrears, and why this can make managing arrears harder
  • Best practice guidance for implementing or adapting rent collection practices
  • Optivo’s experiences of supporting tenants with mental health problems
11:30 - 11:45

Morning Break

11:45 - 12:30

Preventative Strategies and Tenant Support to Reduce Rent Arrears

  • Help tenants to develop IT skills and confidence to manage rent effectively
  • Identify those most at risk of falling into arrears through effective customer insight
  • Provide financial inclusion support to tenants in order to prevent arrears
  • Promote a rent payment culture that ensures that rent is seen as a priority
  • Effective pre-tenancy work and affordability checks to pre-empt any potential issues
12:30 - 13:15

Understanding the Legalities of Rent Collection and Enforcement

  • Follow the pre-action protocol and the procedure if a 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
13:15 - 14:15


14:15 - 15:00

Workshop: Creating New Approaches to Tackling Rent Arrears

  • Develop a supportive culture to foster employee potential and optimise performance
  • Utilise automation in rent collection and support more efficient and targeted non-payments
  • Embrace mobile technology to improve customer experience and increase efficiency
  • Develop innovative approaches to empower employees and ensure efficient services
  • Continually evolve to future-proof service delivery to meet the changing needs of customers
15:00 - 15:15

Afternoon Break

15:15 - 16:00

Workshop: Developing an Effective Rent Arrears Management Strategy

  • Ensure that your strategy is digitally, ethically and legally robust
  • Create an action plan 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 and Close