The rents team had a successful history of applying change and were performing well. However, the rents collection service itself is complex and is customer facing, with many internal and external stakeholders. The purpose of the review was agreed as ‘improving efficiency across the rents process and increasing rent collection’. Clear drivers for the review included the anticipated workload increase as a result of the universal credit roll out, perceived inefficiencies within the process, staff dissatisfaction highlighted on a recent staff survey and a high volume of phone calls.