Luton Community Housing

TAIM InSight Case Study: Luton Community Housing talk about the difference Insight has made to them


Insight: “We wouldn’t be without it”

At the start of this year, Luton Community Housing (LCH) started using InSight, our income protection solution, in order to develop a better knowledge of their tenants. A lack of detailed information about their tenants was proving a challenge and so their hope was that InSight would enable them to target the necessary areas to work on with their tenants, identify areas in need of special attention, and support them in better tailoring their services for tenants.

Additionally, LCH needed a system that would help them to identify any potential fraud cases, ensuring their housing stock could be better used by those most in need. Here, we look back on the year and the ways in which LCH have been able to use InSight to theirs and their tenants’ advantage.

Much of the focus for LCH over the past year of using InSight has been on fraud and financial campaigns, through which they could support tenants in financial difficulty. Using InSight, new LCH tenants are now run through Pre-Tenancy Financial Assessments, which supports tenancy sustainability and means tenants are more likely to be able to complete first-year tenancies and beyond.

Supporting this strategy, InSight has also formed the base for portfolio plans for their three Customer Relationship Managers, enabling them to better understand each tenant’s situation and support them in their day-to-day duties. Noting other areas of support, Susanne from LCH tells us:

“InSight has helped us to highlight many issues with our tenants, with our main work around financial distress, to work with those tenants who are suffering financial difficulty and provide guidance. Arrears have reduced following a financial support campaign driven by Insight.

“It has also helped LCH to identify at least one case of fraud, which has led to us recovering a four-bed property and re-housing a family in need; a socially positive win.”

“We wouldn’t be without it!”

Moving forward, LCH have their sights set on using InSight to support the roll-out of Universal Credit; last month, their area became a full Universal Credit area and LCH have been acutely aware of some of the complications that can arise for tenants and their tenancies.

Their intention is to continue to use Insight to monitor financial distress, in order to work more closely with those tenants most likely to struggle, as well as using Insight’s FTA (Former Tenant Arrears) tracing tool to implement a benefit in arrears collection. On the other end of the scale, LCH plans to use InSight to target tenants who could be on Direct Debit and to encourage them to sign up.

To find out more about how Insight could support you and your team with managing your tenancies, click here.