Income collection case management


Segments tenants in arrears according to risk of long-term non-payment

Enables communications to be varied according to the tenant’s circumstances

Uses GOV.UK Notify to distribute SMS, email and letters

Provides an action diary for each income collection officer


Reduce time to communicate with tenants in arrears

Focus staff time on tenants most in need of support

Better management information to ensure officers can manage cases in teams

More effective communication with tenants

Background information

Business case

User stories



Service Standard assessment

End of phase report


  • MadeTech and FutureGov (Agency)
  • Dennis Robinson (Delivery Manager)
  • Gilbert Stowe (Product Owner)
  • IT staff