In this Social Housing Round Table session, hosted by Elaine Middleton, we were joined by Tom O'Leary from Thanet District Council to explore how a person-centred approach led to a reduction in rent arrears of over 50%.

Tom shared practical insight into the changes made at Thanet, focusing on shifting conversations with residents, understanding individual circumstances, and moving away from purely transactional or enforcement-led approaches. The discussion highlighted how trust, consistency and early intervention can transform outcomes for both residents and landlords.

This session offers valuable learning for housing professionals interested in tackling rent arrears in a way that is effective, sustainable and rooted in people rather than process alone.

Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.