Every duty. What we do about it. What we don't.

Compliance software usually tells you what it covers. This page also tells you where it stops, because a claim you can't check is worth less than one you can.

What Income Ally does, on screen, today

Each row is a behaviour you can watch happen in the product. None of them is a promise about your legal position.

Duty	Regulation	What the product does
Don't chase a debt that can no longer be enforced	Limitation Act 1980, s.5	Does Computes the six-year date for every former-tenant debt from the latest of last payment, last arrangement or tenancy end. Stops every chasing rule past it. Warns inside a configurable window before it. Lets an officer record the written acknowledgement that restarts the clock, dated by when the tenant acknowledged, not when it was typed in. Our own letters do not restart the clock, and the product does not pretend they do.
Stop all contact during a statutory moratorium	Debt Respite Scheme (Breathing Space) Regulations 2020	Does A recorded Breathing Space or mental-health crisis moratorium suppresses the account at the queue itself rather than rule by rule, so a held account cannot be recommended whatever fired. It blocks the overnight automation and makes the send button refuse. Enforced at the API, not just hidden on screen. A mental-health moratorium with no end date is treated as running, never as expired. Recording one is a single action that sets the hold, its duration and what happens on expiry. One deliberate exception: the limitation clock still reports. The six-year statutory deadline does not pause for a moratorium, so an account whose right to enforce is about to lapse keeps saying so. Silence there would lose the debt. Interest and charges must also be frozen. The product tells you that; it does not do it for you.
Treat a Debt Relief Order ending as a decision, not a date	Insolvency Act 1986, Part 7A	Does A DRO or bankruptcy hold keeps chasing suppressed after its end date until a named person records a decision, because the debt may have been discharged. The expiry surfaces as a review, never as a release.
Make reasonable adjustments in how you communicate	Equality Act 2010; PSED; Consumer Standards: Transparency, Influence & Accountability	Does Recorded access needs appear before a message is written. Needs email cannot meet: Braille, an interpreter, audio, are flagged as the wrong channel; needs it can meet: large print, plain text, a time window, appear as guidance, and it is not only guidance: an officer confirms they have read the resident's recorded communication and contact rules, the confirmation stores a snapshot of what those rules were at that moment, and until it is current the send refuses and names what is on file. The confirmation stops covering the resident if the rules change afterwards, and says which of the two reasons applies. It records that somebody attended to the needs. It does not inspect the letter that went out, so it cannot tell you the notice was actually in large print.
Explain decisions clearly and fairly	Consumer Standards: TIA; Competence & Conduct Standard	Does Every case states, in plain English, why it is in the queue and the date that reason was assessed. When the reason stops being true, the case closes itself with a note saying so, no officer works a case on a reason that no longer applies. Explained to the officer. Tenants do not see this product.
Use the possession ground the law actually gives you	Housing Act 1985 s.83 & Sch 2 Gd 1; Housing Act 1988 s.8 & Sch 2 Gds 8, 10, 11	Does Reports, across the whole book, which ground is open per account and which notice it needs. Ground 8 does not exist against a secure tenant at any level of arrears, so the tenancy regime decides this before the balance does, and it is a recorded column, never inferred. Where the regime is not recorded, the page says the grounds cannot be stated rather than guessing one. Grounds 10 and 11 get their own page because they behave differently: they are the discretionary route regulatory guidance expects a social landlord to use, and the only one that can produce a suspended order on affordable terms. Ground 11 reaches tenants who are clear today but have paid late repeatedly, so that page covers accounts the Ground 8 page cannot see. Neither Ground 10 nor Ground 11 has a statutory threshold. The floor, and what counts as persistent, are your settings, not law.
Have due regard to who the person is, and be able to show it	Equality Act 2010 s.149 (PSED); Article 8 proportionality	Does Holds a dated, attributed, unrewritable record of the equality impact assessment and of every reasonable adjustment offered, with its outcome. The database grants no DELETE on either, so a record that later becomes inconvenient cannot be quietly removed. The two are counted separately across the book, because a landlord that thought carefully and wrote nothing down stands where one that never looked stands. Due regard is a duty to consider, and nothing can consider for you. The product only makes the considering recordable, and refuses to let the record be edited afterwards.
Be able to show what was done, and when	Housing Ombudsman evidence expectations; RSH In-Depth Assessment	Does An append-only action history. Automatic closures are recorded as events, not silent state changes. Every legal hold and every acknowledgement is a dated entry someone can be asked about.

What it evidences, but does not certify

The product holds the record. Whether the record is sufficient is a judgement for your solicitor, and sometimes a judge.

Duty	Regulation	What the product does
Follow the Pre-Action Protocol before possession	Pre-Action Protocol for Possession Claims by Social Landlords (CPR)	Evidences For a current tenant, assembles a six-point pack: early engagement, repayment attempt, benefit support, vulnerability check, court warning, and accessible communication confirmed, each marked evidenced, partial or no record, with the dated entries behind it. “No record here” is not proof it didn't happen. “Evidenced” means a record exists, not that a court would find it sufficient.
Support tenants to sustain their tenancy	Consumer Standards: Tenancy Standard	Supports Early identification, benefit signposting, and a household and access-needs record that follows the case.
Keep a competent person in charge of the decision	Competence & Conduct Standard (in force 1 Oct 2026)	Supports The product surfaces and explains; a named officer decides and is recorded deciding. It is built to support a competent officer's judgement, never to replace it.

What it does not do

If a vendor's page doesn't have this section, ask why.

Does not make you “Consumer Standards compliant” or “RSH-approved”. The Regulator regulates landlords, not software, and certifies nothing anyone sells.
Does not discharge your UK GDPR automated-decision-making duties (Articles 22A to 22D). Tenants do not see this product, so it cannot offer them the right to contest. It keeps a human in every decision, which is a different, and real, safeguard.
Does not run a Housing Ombudsman complaint workflow. It can hold chasing during a complaint; it does not manage the complaint.
Does not freeze interest or charges during a moratorium. It tells you they must be.
Does not prevent evictions or guarantee recovery. It changes what gets chased and how well you can explain it.
Does not know about a legal hold, a death, or an access need nobody recorded.
Does not gate the overnight automation on the communication confirmation. An officer pressing send is stopped; the templated letter run is not. That run has no officer in the loop, which makes it the higher-risk path of the two, and closing it properly means deciding what it should do instead of sending. It is not built, and we would rather you read that here than find it.
Does not check the format of what was actually sent. The confirmation records that somebody read the resident's needs; nothing inspects the letter, so the product cannot tell you it went out in large print.
Does not decide whether to seek possession, or on which ground. It states which grounds the law leaves open and what evidence exists for each, and it recommends Ground 8 to nobody. Every threshold on those pages is a setting of yours, and the discretionary grounds have no statutory number at all.

Words you won't find on this page

“Compliant”That describes your legal state. Software doesn't control it, so software shouldn't claim it.

“Approved by the Regulator”The RSH does not approve products. Anyone who says otherwise is describing a meeting.

“Guaranteed”Recovery depends on tenants, courts and your own team. We can make the chase better-judged; we can't promise its outcome.

“AI-powered compliance”The rules here are declarative and readable. Where a model is used, it drafts for a person; it does not decide.