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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

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    Working together

    to collect the rent

    Income management has always been fundamental for any business but policy changes to our sector are likely to make it more challenging. Measures such as rent reduction and the roll-out of universal credit combined with welfare reforms continue to put financial pressure on landlords and tenants, and ultimately make the core service of collecting rent a much tougher process to manage. For this reason, landlords need to ensure that rent collection services reflect best and innovative practice, and are fit for purpose in this new operating landscape.

    Our new project, Working together to collect the rent, offers the opportunity to work creatively with a group of landlords to develop new operating models suited to your organisation. The project is supported by the CIH income management charter and draws on the latest thinking to review the income collection function. With strong links to universal credit and examples of best practice, this project takes a practical and tangible focus on:

    • Applicants and tenants – what kind of behaviours are associated with being a ‘good tenant’ in the new era of landlord and tenant relationships?
    • Staff and people processes – do you have the right staff, with the right skills, in the right jobs doing the right things?
    • Business processes – are your business processes supporting or hindering rent income collection?
    • Monitoring and performance management – what have sector leaders in income management learnt about monitoring, managing and improving rent collection in the context of universal credit

    Why should you join?

    • Evaluate and develop your current practice and approaches using the insight, lessons and learning from five collaborative project workshops
    • Access project resources and learn from organisations who are recognised as sector leaders in innovative approaches to income management and organisations who have experience in managing universal credit claimants
    • Benefit from bespoke ‘critical challenge’ consultancy days to develop independent approaches to income management and embed the core principles of the CIH income management charter in your organisation
    • Work towards achieving the CIH income management accreditation to help you to identify the areas of improvement and achieve sector recognition

    Download our information sheet button

    How can my organisation sign up?

    Working together to collect the rent will begin in April 2016. Registration is now open and we will take applications on a first-come first-served basis. Further information or to book your place please contact Deborah Good, director of housing services on 07506 851 917 or email


    Contact Deborah

    Deborah Good is our director of housing services

     0750 685 1917


    Our latest charter

    The income management charter is a flexible framework unique to CIH that helps organisations to challenge their income management services and identify the outcomes a good quality service can deliver.

    Find out more >>