Manage arrears for non-secure rent accounts, major works and service charges BETA

Project details:

Organisation London Borough of Hackney
Department Housing
Collaboration Level Share Ideas
Budget £100k > £250k
Key Contact Jasmeen Sangha
Phase start 24 September 2018
Phase Estimated end 31 January 2019

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Description

Manage-arrears (beta) has been launched with a small subset of caseworkers. We want to make key improvements raised during beta testing. Moreover, to roll-out the service, the ability to handle rent arrears for non-tenancy accounts, garage, non-secure and introductory tenancies, and temporary accommodations should be added. In addition, the service should include managing leasehold arrears for major works and service charges. Hackney needs to improve its coordination and efficiency in managing arrears across business areas with the aims of reducing overall arrears liability and maximising social benefit from its housing stock.


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Status Updates

17 May 2019

  • Guy Whitfield

    Guy Whitfield

    Week Notes: Manage Arrears

    Project: Manage Arrears

    w.c. 13/5/2019

    This week the Leasehold Services Team commenced using the Manage Arrears tool for sending their letter 1 and letter 2 service

    charge arrears letters. An initial batch of 266 letters were sent. A low number of bugs were discovered concerned with address formatting and Gov Notify Status. These were addressed during the week.

    This week the team also carried out sessions with the Leasehold Team and Product Owner to start understanding requirements for the next phase of Manage Arrears.

    We undertook an Income Collection team user feedback workshop where we collected the feedback from our internal users and played this back as part of a 'Show and Tell' to our stakeholders across both the Income Collection and Leasehold Services teams.

    Successes

    • The Leasehold Services team are using the tool and have sent 266 letters. The response from the agent processing the letters was “My god that was quick!”
    • We have been able to determine that processing time for a letter is approx 0.66s. Which is substantially faster than manually processing.


    Learnings

    • We have encountered a bottle-neck in processing between the Universal Housing system and our App. We will investigate this next week.

    Next week, we will be working on the Manage Arrears backlog, preparing for the Service Assessment and

    looking into the processing bottle neck.

12 May 2019

  • Soraya Clarke

    Week Notes: Manage Arrears

    Project: Manage Arrears

    w.c. 6/5/2019


    Following last week's launch of Manage Arrears new 'Bulk sending' feature. This week we fixed two snags highlighted by the Leasehold Services Team.


    These included;

    1. Adding Page Breaks to the letters

    2. Recording Gov Notify status’ on each letter saved in the Manage Arrears system


    The 'Bulk sending' tool is available for the Leasehold Services to send their letter 1 and letter 2 service charge arrears letters. The tool is very easy to use and my team have made themselves available to support the on-boarded users. 


    Next week, we will be working on the Manage Arrears backlog and holding a workshop with the Income Collection team leads to gain an insight into how they want their cases to be ordered in their work trays.

03 May 2019

  • Guy Whitfield

    *Week Notes: Manage Arrears

    Project: Manage Arrears

    w.c. 29/4/2019*

    This week has been busy for the Manage Arrears team. The developers are concluding their work on Phase Two. This leads us up to releasing the new ‘Bulk sending’ feature for Leasehold Services. Training sessions with the IC team have taken place this week and will continue next week.

    Nick Prince is carrying out a cleanup exercise to tidy up addresses in Universal Housing (UH). His aim is to finish this task be next week.

    Successes

    • We managed to raise our burn rate from an average of none tasks per week to 13 - the team have be on it!
    • We have met our deadline to supply a bulk sending tool for the Service Charge team to send letters 1 and 2.


    Next week

    • We will look to start planning and roadmap sessions for Phase three.
    • Elaine Geeves will work with David Cassidy to run the first 10 Arrears letters through to production.
    • We will look to assess creation of User Guides for the Manage Arrears team.
    • Soraya and Guy will be meeting with the P.O. (Femi) to give him a project update.
    • Nick Prince will finish address clean up in UH allowing Leasehold Service Officers to use the system to run their arrears letters.


    Stars of the week

    A huge thanks to the team for work carried out this week in getting Phase Two built and, a sad goodbye to the developers for now as we enter planning for Phase 3.

27 April 2019

  • Soraya Clarke

    Week Notes: Manage Arrears

    Project: Manage Arrears

    w.c. 22/4/2019

    This week has been very busy for Manage Arrears. We are currently finishing up the last tasks required to release the new ‘Bulk sending’ feature for Leasehold Services next week.


    *Successes*

    *The developers have removed the stub and we are now pulling ‘real’ data into the system.

    *Users have tested the Interfaces for the feature and the feedback has been positive.


    In addition to the above, the Income Collection team have now been using the Manage Arrears system in production for 3 weeks. Friday’s feedback session was the most positive so far, as Credit Controllers are now seeing more cases relevant to them. During our feedback session we consolidated all of the team's feedback, which included 25 user stories. We discussed and prioritised each feature. The three most important features that the caseworkers would like developed next are;

    1. Correct Algorithm

    2. Automation of arrears letters

    3. Ability to view UH Documents in the Manage Arrears system


    Next week

    We have an exciting week ahead of us next week. We plan to:

    * Complete the Bulk sending feature

    *Onboard Leasehold Officers to start using the feature for Service Charge Arrears letters.


    Stars of the week

    A huge thanks to my project team +Elaine Greeves, +Jermain Graham, +Mark Rosel, +Elena Vilimaite, + Alessandro De Simon, +Miles Alford and +Cormac Brady who have worked extremely hard over the last few weeks preparing the above.


27 April 2019

  • Soraya Clarke

    Week Notes: Manage Arrears

    Project: Manage Arrears

    w.c. 22/4/2019

    This week has been very busy for Manage Arrears. We are currently finishing up the last tasks required to release the new ‘Bulk sending’ feature for Leasehold Services next week.


    *Successes*

    *The developers have removed the stub and we are now pulling ‘real’ data into the system.

    *Users have tested the Interfaces for the feature and the feedback has been positive.


    In addition to the above, the Income Collection team have now been using the Manage Arrears system in production for 3 weeks. Friday’s feedback session was the most positive so far, as Credit Controllers are now seeing more cases relevant to them. During our feedback session we consolidated all of the team's feedback, which included 25 user stories. We discussed and prioritised each feature. The three most important features that the caseworkers would like developed next are;

    1. Correct Algorithm

    2. Automation of arrears letters

    3. Ability to view UH Documents in the Manage Arrears system


    Next week

    We have an exciting week ahead of us next week. We plan to:

    * Complete the Bulk sending feature

    *Onboard Leasehold Officers to start using the feature for Service Charge Arrears letters.


    Stars of the week

    A huge thanks to my project team +Elaine Greeves, +Jermain Graham, +Mark Rosel, +Elena Vilimaite, + Alessandro De Simon, +Miles Alford and +Cormac Brady who have worked extremely hard over the last few weeks preparing the above.


05 April 2019

01 April 2019

29 March 2019

  • Soraya Clarke

    https://plus.google.com/u/0/104094401147118367119/posts/Vf3f74hyh4t

22 March 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/ZScaHhP4rnX

15 March 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/RfDMDZLKXSc

13 March 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/PtuVQhjTsJm

11 March 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/F3VzoKNEnTY

04 March 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/KDeQuMG7ZF9

27 February 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/7B3cL1DtmiB

27 February 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/C7xqeCcTLF7

22 February 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/5C8VRnnqf4L

15 February 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/9VBP9LtCJvY

15 February 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/9VBP9LtCJvY

12 February 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/61QMTdG4eZM

28 January 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/XtCRNpXBYTe

18 January 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/NWGpsu9wwLZ

16 January 2019

  • https://plus.google.com/u/0/104094401147118367119/posts/DYJ9NDrvB6s

11 January 2019

  • Soraya Clarke

    https://plus.google.com/112885345671822238216/posts/JrtVt4ByipH

11 January 2019

  • Soraya Clarke

    https://plus.google.com/104094401147118367119/posts/BTPQ5o15ku3

21 December 2018

  • Soraya Clarke

    https://plus.google.com/u/0/104094401147118367119/posts/ZxGgEXtu1V8

14 December 2018

  • Soraya Clarke

    https://drive.google.com/a/hackney.gov.uk/file/d/1DpxqjbBT0xOGw9d_y3FoDmkWeTcPdvNh/view?usp=sharing

01 October 2018

  • LAST ITERATION: We have completed a MVP that allows case workers to prioritise cases and add action diary notes. It also provides a case detail page of the most important case information in one view. NEXT: We will start IC Phase 2: Which will add fuller features cover functionality available in UH (Automating 1st arrears notice, search) and use Neighbourhood Contact Centre contact details.