Income Ally
Platform
What the product is, and what it costs
The product Overview Stay human. Stay compliant. The queue Built overnight, and it explains itself. Rules and thresholds Readable, and yours to change. The empathy agent It drafts for a person. It decides nothing. Former tenants The six-year clock, enforced not reported.
Commercial Pricing On the size of the book, not per seat. Security and data Isolation in the database, not a WHERE clause. About Who builds it, and the rules we write by.
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Roles
Arrears software is bought by a committee
Finance and leadership CFO Can you break the arrears figure down? Chief Executive The regulator’s questions, answered first.
Income and service Head of Income A worklist that says why. Income Officer Without the cases that fix themselves. CX Director Nobody chased down a channel they cannot use.
Assurance and technical Regulatory Compliance Where the law says stop, it stops. IT & Data Lead Readable rules, a human in every decision.
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Answers
Arrears and the law, answered with the statute named
Holds and the clock Chasing former tenants Six years. What restarts it, and what doesn’t. Breathing Space Contact, interest and enforcement all stop. Mental health moratorium No 60-day cap, and usually no end date.
Possession and duties Pre-Action Protocol Judged when the claim is issued. Ground 8 It does not exist against a secure tenant. The equality duty Due regard, at the time, recorded.
Reporting and benefits Tenant Satisfaction Measures Which ones an income team moves. Universal Credit payments Managed payment and deduction are not the same.
Reference Glossary Twenty-two terms, statute named. Buyer’s guide Twelve questions for any vendor, us included.
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Legal spine
Every duty, and where it stops
What it does On screen, today Eight duties wired into what it will and won’t do. Evidenced, not certified It holds the record. A court decides if it is enough.
Where it stops What it does not do Nine of them, including a gap we would rather you read. Words you won’t find “Compliant”. “Approved”. “Guaranteed”.
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Arrears and the law

Which Tenant Satisfaction Measures does an income team affect?

Mostly the perception measures about fairness, listening and being kept informed.

Registered providers report 22 Tenant Satisfaction Measures to the Regulator of Social Housing each year — 12 collected by tenant perception survey and 10 from management information. An income team has little effect on the repairs and building safety measures, and a disproportionate effect on the ones about being treated fairly, being listened to, being kept informed, and complaint handling.

The short version
Total22 measures
Split12 tenant perception measures, 10 management information measures
Reported toThe Regulator of Social Housing, annually
Where income work landsOverall satisfaction; treated fairly and with respect; listens to views and acts; keeps tenants informed; complaint handling
Definitive wordingThe RSH’s own Tenant Satisfaction Measures technical requirements — check there, not here, for the exact definition of each measure

Why arrears moves perception measures rather than operational ones

Most arrears activity is contact: a letter, a call, a notice, a repayment conversation. For a tenant in difficulty it is frequently the most consequential contact they have with their landlord all year, and it is the one where the organisation is least able to be flexible.

That means income work shows up where a survey asks whether the landlord treats people fairly and with respect, whether it listens, and whether it keeps people informed — not in the repairs measures that dominate most TSM discussions.

The complaint measures are the connection nobody draws

The management information measures include complaint volumes and how complaints are handled. A significant share of arrears complaints are not about the money at all: they are about being contacted after agreeing a plan, being written to in a format the person cannot read, or being chased while a complaint or a moratorium was live.

Those are process failures, which means they are preventable in a way that dissatisfaction with a rent level is not.

The measurement caution

Perception measures come from a survey. No system produces them, and no vendor can move them directly. What a system can do is remove the contacts that should never have happened — which is a plausible mechanism, not a measurable promise.

In the product

What Income Ally does about it

Two things bear on this directly. Cases whose cause has gone away close themselves and say so, so nobody writes to a tenant about arrears they have already cleared. And a recorded communication need refuses the send until somebody has read it, so the message goes by a route the person can actually use.

A live complaint also suppresses the account at the queue, along with Breathing Space, mental health crisis moratoria, Debt Relief Orders and bankruptcy.

Where this stops

What it does not do

Also asked

Related questions

How many Tenant Satisfaction Measures are there?

Twenty-two. Twelve are tenant perception measures collected by survey, and ten are management information measures drawn from the landlord's own operational data.

Can arrears software improve TSM scores?

Not directly, and any vendor claiming a TSM uplift is describing a survey outcome it does not control. What software can do is remove avoidable contact, such as chasing somebody who has already paid or writing in a format they cannot read.

Do the TSMs cover complaints?

Yes. Complaint handling appears both as a perception measure and in the management information measures on complaint volumes, and a share of arrears complaints are process failures rather than disputes about money.

Last reviewed 17 September 2026. General information on the law in England and Wales, not legal advice on a particular case.

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Related answers

Answer

What does the public sector equality duty mean for rent arrears?

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What is the Pre-Action Protocol for rent arrears?

 Answer

Does Breathing Space stop rent arrears recovery?

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Every duty it enforces