Applying behavioural insight to manage rent arrears

By redrafting the letters sent to tenants with rent arrears, Wealden District Council reduced the average time between its first letter and contact from 46 to 21 days. This case study forms part of our demand management, Council tax and benefits, resource.

Demand management

In most cases the tenant now calls the council before a second letter is necessary. This has reduced the number of tenants in arrears and increased income for the council and reduced enforcement and compliance costs.