MOBYSOFT LIMITED

RentSense

Mobysoft’s AI-Led Income Collection and contact maximisation platform leverages artificial intelligence, predictive analytics, and complex algorithms, underpinned by the sector’s largest rent dataset. Empowering landlords to optimise rent collection, sustain tenancies, and drive tenant satisfaction by enabling daily tracking of arrears, automation for arrears prevention, and optimal contact maximisation strategies.

Features

• AI-led arrears prioritisation and collection optimisation; automation for arrears prevention
• Arrears Team and Individual Performance tracking both productivity and effectiveness.
• Caseload reduction: 95% precision and 99% recall, providing unrivalled accuracy
• Rich card messaging for enhanced tenant communication and digital engagement
• Cloud-based portal, seamlessly integrated with HMS, Microsoft, Salesforce, and Esendex.
• Highlights severe cases, first-time debtors, and tenants requiring extra support
• Officer caseload performance metrics with live arrears team performance dashboard
• Embedded analytics support collection optimisation and income generation
• Fully managed with inclusive collections consultancy, training, and account management
• Enables officers to reduce arrears through risk-based and data-driven actions

Benefits

• Enhances income maximisation through inclusive consultancy leading to reduced arrears
• Enables early intervention and AI arrears prevention increasing efficiency
• Provides actionable insight for officers to improve arrears performance
• Offers unique benchmarking across 180+ organisations alongside income maximisation events
• Drives collection, optimisation, and tenant satisfaction through intelligent automation
• Drives positive outcomes through automated contact and daily engagement tracking
• Target specific customer groups for tailored engagement campaigns
• Save time on repetitive tasks to focus on complex cases
• Dashboards support data-driven decision making operationally and strategically
• Proven to boost cash collection and reduce CTA and FTA

£7.05 to £11.30 a unit a year

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at james.carter@mobysoft.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

421682222709101

Contact

James Carter
0161 974 2000
james.carter@mobysoft.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Industry standard devices (PCs, laptops, SmartPhones, Tablets etc.)
  • Industry standard browsers (Chrome, Edge, Safari etc.)
  • Extract tool will upload to internet via HTTPS
  • Standard API protocols
  • Excel to view report downloads

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Requests are prioritised by business severity (Mon-Fri 0800-1730 - UK working days):; ; S1: Complete loss of service or a critical function unavailable with no workaround – 1 business hour response, restoration as soon as reasonably practical.; ; S2: Major functionality impaired, significant business impact – 4 business hours response, restoration by next business day.; ; S3: Partial loss of functionality or degraded performance – 1 day response, restoration target to be agreed with Customer on a case-by-case basis.; ; S4: Minor issue, cosmetic defect, or general query - 2 day response, where accepted to be restored by next release.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: As standard, Mobysoft provides an End User to Support Team Service Model aligned to industry good practice (Service Desk Institute).; ; The service is provided with a 99.5% service availability target. Availability is underpinned by our high-performance service architecture, proactive service monitoring & management (including capacity management), as well as our ISO27001 accredited Integrated Security Management System (includes vulnerability management).; ; Service requests raised via telephone or email (M-F 0800 – 1700) are prioritized vs business impact and then resolved, e.g., in the unlikely event of an outage we provide a Recovery Time Objective (RTO) of just 6 hours, with a Recovery Point Objective (RPO) of end-of-last working day.; ; Your assigned an Account Manager will act as your single point of ownership for your Mobysoft services. In addition, you will be provided:; ; A Customer Success Manager to assist you to adopt RentSense and drive benefits realisation as well as a continuous programme (includes provision of training).; Access to a regional Income Management Director that can provide; skills training for housing officers (e.g. application of nudge theory to maximize collection, coaching to support vulnerable customers); industry benchmarking; assistance with legislation readiness; as well as process reviews and improvement.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We will develop a phased service roadmap for you to implement and adopt the service, e.g.,; ; Stage 1 – Collect: Reduce Current & Former Tennant Arrears; ; Stage 2 – Augment: Drive Efficiency with Automation (Optional); ; Stage 3 – Manage: Leadership Reporting, e.g., financial performance vs covenants (Optional); ; Each phase will be managed as a project and will include one days’ onsite training for your team on the features being deployed (with Hypercare provided at Go-Live).; ; Following implementation of RentSense as part of Stage 1, you will be assigned a Customer Success Manager and Income Management Director to assist you to adopt RentSense and drive benefits realisation, e.g., through management consultancy, skills training for housing officers (e.g. application of nudge theory to maximize collection, coaching to support vulnerable customers), as well as access to ongoing software training.; ; For further details, please refer to our Service Description.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: RentSense connects to your HMS to provide caseload management. The HMS remains your system of record therefore data extraction is not required at the end of a RentSense contract.
• End-of-contract process: The following Exit Management services are provided:; ; Assistance with the development of an Exit Plan.; Data deletion.; Decommission and disposal of any assets exclusively utilised to deliver your service.; Optional assistance with re-competition, e.g., template statement of requirements.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Optionally, RentSense connects to rich card messaging services to prompt tenant action.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Options include: MIDAS (SQL Scripts), Connectors to Microsoft Dataverse (Dataverse provides a web API, data gateway etc), Salesforce, & Aareon.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: RentSense is designed and built to align with the Web Content Accessibility Guidelines (WCAG) 2.1 at Level AA. Accessibility is embedded throughout our development lifecycle rather than treated as a final check: our design system and reusable components are built to meet the AA success criteria across the four WCAG principles so that accessibility is inherited by default as the product evolves.
• API: No
• Customisation available: No

Scaling

• Independence of resources: RentSense is hosted on hyperscale AWS services that are designed to auto-scale with demand.

Analytics

• Service usage metrics: Yes
• Metrics types: We supply over 50 data reports and insights that cover a range of metrics including qualitative measures, quantitative measures, and tenancy measures.; These are available on an organisational basis, team basis, and individual basis. They allow for clear oversight as to what, why, where and how performance can be improved across all levels of the business. ; Metrics include organisational arrears performance, correlation between productivity and financial outputs, the impact of arrangements input, detail on those presenting for arrears for the first time, messaging statistics, productivity (usage) performance, and 'impact' data i.e. outcome of interaction.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Excel Spreadsheets and CSV downloaded from portal, MS Dataverse, API endpoints.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The service is provided with a 99.5% service availability target. Service credits are not offered.
• Approach to resilience: The service is delivered from high performance AWS services (Ireland).
• Outage reporting: Service issues are reported internally, service status in front end portal and communicated out to users via email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Multi-factor authorisation available
• Access restrictions in management interfaces and support channels: Limited to connection from Mobysoft known IP Address(s) only via VPN.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Description of management access authentication: Multi-factor authentication also available

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bsi
• ISO/IEC 27001 accreditation date: 13/07/2021
• What the ISO/IEC 27001 doesn’t cover: Any integrations with third parties. ISO27001 certificate can be provided upon request.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: General IT Usage Policy (including Internet Usage). VPN Policy, Client Data Policy, Mobile Computing Device Policy. All are accessible to staff, who must acknowledge by signing agreement. Compliance is governed by CSO who reports to CEO. Various monitoring and compliance checking regimes are in-place to ensure employee behaviour is compliant with the policies.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: RentSense is designed with security in-mind. The component parts are not exposed directly to the internet, except for the user-portal. All components (services and third-party modules) are registered and vulnerabilities checked for against CVE as published.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: In the event of a vulnerability being disclosed - the team assess the profile of this vulnerability against what is in-use with RentSense. Typically the answer is to update the component, but on occasion this is not required.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Systems are monitored for exceptions (odd usage patterns). This is in addition to the front-end monitoring provided by the Firewall and AWS platform itself (RentSense is hosted using Amazon Web Services).
• Incident management type: Supplier-defined controls
• Incident management approach: In line with our ISO270001 pre-defined processes exist for service failures including: Client failure to send data (no results available), Service Interruption (short-term); Service Interruption (mid/long-term) and for general business continuity. A standard procedure exists to be followed in the event of a suspected data breach. All incident management processes include a comprehensive customer communication plan.; ; Incident Reports are provided to affected organisations as a completed document detailing the cause, extent and remedial actions for the incident.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  With Planet Mark we are delivering a science-based net zero roadmap, embedding sustainability across operations and suppliers, e.g. we are a remote-first business, operate a sustainable shared workspace, and run a Cycle to Work scheme.

  Covid-19 recovery

  Our software helps landlords stay in contact with tenants and sustain tenancies through financial shocks, helping households recover from hardship. Partnerships with Lightning Reach and Housing Perks help residents maximise benefits, cut living costs, and find routes back into sustainable work.

  Tackling economic inequality

  Our analytics identify which tenants need support and target it efficiently, helping landlords reduce arrears, sustain tenancies and prevent evictions, building financial resilience for the most vulnerable. We also invest in skills and employability, fund accredited qualifications (e.g. CIH) for under-represented groups, and cascade fair practice through our supply chain.

  Equal opportunity

  Inclusive, accessible recruitment and progression policies promote equality across our business. Skills-based recruitment, transparent processes and flexible working open opportunities and provide structured development and mentoring for all.

  Wellbeing

  We reduce tenants' financial stress, a recognised social determinant of health, by helping them engage without pressure and move toward stability. For staff, automating routine contact lowers caseloads and conflict, freeing officers for meaningful, higher-value work. Internally, employee assistance programme and flexible working policy, as well as our volunteering programme strengthen community cohesion.; ; Above all, we see social value as a partnership. We are keen to shape further localised initiatives around what matters most to you and your communities. Please get in touch to explore how we can tailor our support to your local priorities.

Pricing

• Price: £7.05 to £11.30 a unit a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Mobysoft offers a Proof of Value (POV) which involves 6 months of service to identify the value the software offers in advance of committing to a full year contract. This operates through a break date or short fixed term contract.
• Link to free trial: N/a

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at james.carter@mobysoft.com. Tell them what format you need. It will help if you say what assistive technology you use.