Rent arrears management practices in the housing association sector

To some extent, in responding to the question about
the impact of the PAP, associations may have cited
all the “significant” policy and practice changes
introduced by their organisation since 2006 – some
of which might have come about independently of
the PAP . To this extent, the innovations listed above
should probably be seen as a portrayal of recent
changes, more broadly and not a specific “impact”
of the PAP .
Not far short of half of respondents (42%)
anticipated that their association would adopt
(further) significant changes to its rent arrears
policy and/or practice during 2009 . Many
respondents asserted their organisation’s practice
would be increasingly influenced by an ethos of
“financial inclusion” and by an increased emphasis
on prevention and personal contact with debtors .
The most commonly cited specific expectation was
the introduction of (or reversion to) a “specialist
model” of arrears management . We should,
therefore, anticipate the continuation of the existing
trend here (see Table 5 .3 and accompanying text) .
Interestingly, one organisation which had retained a
generic model noted the planned “introduction of a
specific arrears day throughout the organisation so
that all arrears staff can concentrate on all arrears
every week without fail” .
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Other specific measures expected to be introduced
in numerous instances included:
• The establishment of money advice and/or
welfare benefits posts (either in-house or in
partnership with Citizens Advice or other
local agencies)
• The introduction of a wider range of
payment options