Case Study: Dudley Council boosts rental income collection with MaxContact

Dudley Council Boosts Collections and Customer Service with MaxContact

Dudley Council, a large local authority in the West Midlands, needed a better way to manage rental income collection and arrears across more than 21,000 properties. The Lead Income team wanted a system that could streamline high-volume outreach, improve performance monitoring, reduce reliance on external support for updates, and make day-to-day management more efficient. MaxContact provided an outbound dialler solution to support these needs.

MaxContact implemented an advanced dialler system with bespoke reporting, giving Dudley Council better visibility of team performance and service levels. The solution also allowed staff to make system changes independently, which improved responsiveness and reduced delays. Dudley Council reported a smooth transition, strong training and support from MaxContact, and meaningful gains in efficiency, monitoring, and team empowerment, helping them collect rent more effectively and respond to residents faster.

Dudley Council

Kelly Read

Assistant Team Manager