Social housing providers always face a triple challenge: maximising income; minimising debt and supporting residents to sustain their tenancies. Since the Covid pandemic and in the context of a cost-of-living crisis, this has been even harder to achieve.

We have a new regulatory framework, including consumer standards to protect tenants and improve services. Household costs are still rising and the welfare reform programme rumbles on. In this context, preventing and recovering former tenant arrears (FTA) presents a particularly challenging but important service.

That is where this toolkit comes in.