Manage Arrears weeknotes: w.c. 11/11/2019

Phase 3, Sprint 5

The Manage Arrears project is about creating a simple service for residents and caseworkers that is easy to use and improves arrears management and collection. Phase 3 particularly focuses on enhancing the system for caseworkers. Our goals for this phase include;

1. Onboarding the Rents team onto Manage Arrears (using Universal Housing to carry out actions unavailable in Manage Arrears)

2. Automating Letter 1 and Letter 2 for Rents

3. Adding the Service Charge LBA template for Leasehold Services

3. Enabling Rents team to work in patches

Last week, was extremely productive. The highlights of the week included;

  • A great estimation affinity session with our stakeholders. It was nice having our Product Owner and stakeholders engaged and involved in the process. The output provided a clear plan of what could be realistically achieved and included in the Business case for the next phase of works.
  • Google Auth went live, without any hiccups.
  • +Ben Pirt, also presented a great technical show and tell on Google Auth to the wider HACKIT team. Now that we have setup Google Auth, we can start separating key features of the Manage Arrears system e.g. separating Rents letters from Leaseholds letters.


We are very close to implementing the automation of Rents letters 1 and 2 through Manage Arrears. We have been looking at what changes need to happen in the legacy system, Universal Housing, to ensure residents do not receive letters from both systems. We are thinking about how can we identify specific cases e.g. secure tenancy for particular patches, so they no longer receive an automated letter without it affecting the team’s current processes. One idea is to rollout automation and the Manage Arrears new worktray simultaneously to caseworkers to overcome temporary workarounds. We will be exploring our options more this week.

The plan for this week

  • Overcome the Action Diary bug by updating the tenancy API
  • Separate Rents letters from Leaseholds letters
  • Continue to setup letter 1 and 2 for Rents
  • Looking into how we might use similar debt assessment techniques used by the Citizen Advice Bureau,  to help officers in their conversations with residents in debt.

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