A gentle nudge: 62% of renters say arrears text message reminders would be welcomed
PayPoint research reveals the payment options renters would like in current financial climate
More than half of renters (57%) find it intimidating when their landlord calls them by telephone about an overdue payment
62% would welcome payment reminders by text message
69% of renters would greatly welcome a flexible payment option to help reduce rental arrears and manage future payments
Sympathetic communication from tenants’ housing associations or letting agencies was important to renters
With the financial pressures from COVID-19 still unclear for many, new research1 commissioned by payments provider, PayPoint, throws the spotlight on small adjustments landlords and lettings agencies could make to help tenants manage their finances during this uncertainty and beyond. And, with concerns surrounding overdue rent particularly high, it seems that many renters would welcome a gentle nudge, in the form of a text message or email, to remind them of arrears or approaching payments. 62% said this would help them manage their financial situation.
Flexible payment plans and simple transaction processes were also high on the list of priorities. 70% of respondents believe that quick and easy access to make digital payments would encourage them to make overdue payments. The majority of respondents (69%) would welcome a flexible payment option to help reduce rental arrears and manage their future payments.
Danny Vant, Client Services Director for PayPoint commented: “While the country has moved on from its first wave of coronavirus and the initial fallout, it’s obvious that, up and down the country, people are finding new ways to manage their financial situations. A big part of that is how they are handling overdue and approaching payments.
“It is crucial that both private and social landlords tune in to the current market and offer tenants innovative solutions such as flexible payment plans and simple transaction processes. Landlords must also adopt a sympathetic approach to communicating.”
1 – 1200 private and social renters – Social Grade C2, D, E – were surveyed using Gorkana Surveys, 20th August 2020.
Over half (57%) of respondents to the PayPoint survey said they find it intimidating when their landlord calls them about an overdue payment, even though 67% said they still answer the phone if their landlord calls. Being able to speak to someone from the tenants’ housing association or letting agencies, who is understanding of the individual’s financial situation, was also important to renters, with 78% saying this would help them manage their finances.
Vant continued: “Our survey has shown that even when in arrears, renters are open to discussions with landlords. Renters can, understandably, feel intimidated when landlords or agencies call about late payments, so a new form of dialogue is needed. This conversation should be sympathetic and offer personal and flexible plans.
“Landlords must now work with tenants to manage this difficult period and, in doing so, better prepare both parties long term finances.”
PayPoint’s new collection tool, PayByLink, available through its digital payment solution, MultiPay, helps landlords engage with tenants sensitively and responsibly via SMS and email, to remind them of payment dates, offer flexible payment terms and make arrears collections. This will be particularly helpful as the UK navigates through the financial impact of the COVID19 pandemic.
PayByLink benefits for late payment collection:
– Sends automated SMS customer reminders
– Enhances customer engagement
– Offers a user-friendly payment option that keeps customers engaged
– Increases collection of small arrears with ease
– Easily integrates into your own CRM system
– Increases efficiency with bulk payment options
– Reduces spend on collections and write-offs
– Enhances cash flow management
– Fully PCI compliant and can be used effectively in a call centre environment
Contact HSL for more information
Justine Hoadley or Matthew Enderby
020 8977 9132
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