InSight Case Study: South Derbyshire District Council

Using data to power services

TAIM InSight is used by South Derbyshire District Council’s Housing Services to support and improve the delivery of a wide range of services for its tenants. Housing Partners helped to gather and compile customer intelligence that represents a ‘flag in the ground’, producing data that assists the organisation in a number of ways.


Social landlords collect huge amounts of data, but rarely possess the financial knowledge or human resources to convert it into a user-friendly format. The ability to gather and interpret this data using InSight can provide a number of benefits to landlords, who face many challenges including:

  • Identifying tenants in high financial distress
  • Tenancy fraud
  • Creating sustainable tenancies
  • Supporting tenants through the rollout of Universal Credit
  • Tracking down and recovering current and former tenant arrears

At a glance

2018/19 performance

Stock: 2,992 homes

Turnover: £12.4m

Re-investment: £2.9m 

New homes: 16

Arrears: £109k (1.7%)

Cross functional

Income management: South Derbyshire District Council uses InSight to secure income. Identifying those that are suitable for Direct Debit payments has resulted in increased revenue.

Service delivery: Identifying areas of financial distress means that South Derbyshire District Council can focus on those tenants that need the most support.

Sustainable tenancies: Pre-tenancy checks mean that the right tenant can be matched to the right property, ensuring that the tenant can afford their home.

Increased performance: The ability to highlight tenants that are at risk in a timely manner, means that time can be spent on proactive assistance and support, rather than chasing arrears.

Future planning: InSight enables the team to highlight those tenants who are at risk. These can then be passed to the Tenancy Sustainment Officer who can support the situation.

The solution

South Derbyshire District Council’s Housing Services team have been using InSight to improve the delivery of services to tenants. With a growing number of households in the area, the ability to convert huge amounts of data into a useful, user-friendly format ensures that accurate customer intelligence assists the team on a daily basis.


Increasing Direct Debit rent payments

“InSight was initially deployed to help the Council identify tenants already using Direct Debits to pay for other external services. Further campaigns are planned to move people to Direct Debit where appropriate.”

Identifying tenants in high financial distress

“InSight filters existing information to highlight those tenants in potential high financial distress. This information not only identifies those tenants at severe risk of defaulting on their rent payments, but also assists in the delivery of proactive assistance and support.”

Spotting tenancy fraud

“InSight is able to highlight and prioritise potential tenancy fraud, including Right to Buy applications, and to date has identified a number of cases which have been passed to our fraud team.”



South Derbyshire District Council have also been using the pre-tenancy solution, TAIM SafeStart to perform powerful pre-tenancy checks.

“We love the value of SafeStart at the pre-tenancy stage. It’s very important to both the Council and our tenants that we foster sustainable tenancies and avoid tenancy failure in the first year. This can occur for a number of reasons, but more often than not is due to pre-existing financial distress.

Failed tenancies mean disruption to people’s lives, administrative costs and lost rental income, so it’s essential we put the right people in the right homes. SafeStart allows us to better understand a potential tenant’s situation – bracketing them as low, medium or high risk.

Those highlighted as high risk are passed onto our Tenancy Sustainment Officer who will work with the tenant to improve their situation.”


In addition to using InSight’s functionality to trace current tenants, South Derbyshire District Council have been using TAIM PayBack to trace former tenant debt.

“Tracking down tenants who skip tenancies early and leave unpaid rent or other unresolved issues has traditionally been a persistent problem for social landlords. InSight (and PayBack) have been really helpful in this area as it can identify these individuals once they put down roots elsewhere and provide a new forwarding address. With the help of InSight and PayBack South Derbyshire District Council is actively tracing both current and aged former tenant debt.”

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