No undisclosed weightings to document, because there are none. Tenant isolation is enforced in the database rather than by application code. And no decision about a resident is taken without a person.
Rent collection is the process where an automated decision has the most direct effect on a household, which is exactly why it attracts the governance questions.
You are the person who has to answer them — on automated decision-making, on data minimisation, on what happens when the vendor is asked to explain a decision to an investigator.
What changes
Every case is raised by a rule stored as data, with a threshold your own team owns. There is no opaque scoring model behind the prioritisation, so there is no model card to write for one.
Where a model is used it drafts text for an officer. It does not decide who is contacted, and it does not rank anybody.
A person presses send. A person records the action and answers the completion questions. Automated rules raise and close cases; they do not contact residents or take recovery decisions.
That is a real safeguard rather than a policy statement, and it is checkable in the product.
Tenant separation is row-level security in PostgreSQL, not a WHERE clause somebody has to remember. An application bug cannot leak another organisation’s data past it, because the enforcement is below the application.
Actions, holds, acknowledgements and automatic closures are recorded as dated events. The equality assessment and adjustment records carry no DELETE grant at all, so they cannot be quietly removed.
The queue, the rules, the evidence and the reporting are one system on one data model, rather than a prioritisation bolt-on plus a contact tool plus a reporting layer, each with its own sync.
Where this stops
What is described here is architecture, and it is checkable. It is not a substitute for whatever assurance standard your own review requires. Ask us directly and we will tell you what exists.
Tenants do not see this product, so it cannot offer them a right to contest. Keeping a human in every decision is a different safeguard, and a real one, but it is not the same thing.
Loading your book is straightforward. Reproducing an incumbent's undocumented rule set in readable form is the work, and it is honest to call it that.
The rest of the committee
Tell us about your organisation and what you are trying to fix. It goes straight to the team, and a person replies.