RIEN members' survey of operational practice

The RIEN seminars planned for March and April will be shining a light on the progress of specialist income management teams and your feedback is needed on your experience of the gains and pitfalls.

One issue for exploration is how to avoid the downside of specialist teams, ie, non-rent teams perhaps stepping back from income maximisation work to concentrate on their mainstream targets.

This survey would greatly help us in sharing your good practice and your learning from experience.

Other observations/inputs would be greatly appreciated.

1. What is your stock size?

What is your stock size?

2. How would you describe your method of rent income management?

How would you describe your method of rent income management? Generic

Specialist

Other

If other please describe briefly:

3. If you operate generically, have you investigated moving to a specialist approach?

If you operate generically, have you investigated moving to a specialist approach? Yes

If 'Yes' what action have you taken/do you intend to take as a result?

4. If you operate specialist teams, when did your specialist structure come into place? Please give month and year

If you operate specialist teams, when did your specialist structure come into place? Please give month and year

5. What has the impact of specialist working been on the following areas:

	High	Medium	Low	No impact or negative effect (eg, arrears increased)
Rent collection levels	What has the impact of specialist working been on the following areas: Rent collection levels High	Medium	Low	No impact or negative effect (eg, arrears increased)
Arrears levels	Arrears levels High	Medium	Low	No impact or negative effect (eg, arrears increased)
Customer satisfaction	Customer satisfaction High	Medium	Low	No impact or negative effect (eg, arrears increased)
Management costs	Management costs High	Medium	Low	No impact or negative effect (eg, arrears increased)
Take up of Direct Debit payment	Take up of Direct Debit payment High	Medium	Low	No impact or negative effect (eg, arrears increased)
Tenancy sustainment	Tenancy sustainment High	Medium	Low	No impact or negative effect (eg, arrears increased)

6. Have you tested staff satisfaction with specialist working within the individual teams that make up the directorate?

Have you tested staff satisfaction with specialist working within the individual teams that make up the directorate? Yes

Please give any general observations on the change of approach:

7. Have you agreed protocols with partner agencies involved in tenancy sustainment and income maximisation?

Have you agreed protocols with partner agencies involved in tenancy sustainment and income maximisation? Yes, for all

Yes, for some

8. Do you know your individual payment transaction costs?

Do you know your individual payment transaction costs? Yes

Comments:

9. How many FTEs are engaged on income management, showing tier level?

How many FTEs are engaged on income management, showing tier level?

Thank you for completing this questionnaire.