How North Devon Homes increased customer response rates
Voicescape client, North Devon Homes (NDH), is responsible for circa 3,300 affordable homes in Devon. In 2021, the housing provider wanted to improve how they gathered feedback from their customers regarding the quality of services in order to..
How whg boosted engagement to help more customers, and prepared for the end of support due to Covid-19 and Universal Credit
Learn how the midlands-based housing association reversed a rising arrears trend and mitigated the end of furlough, the end of the UC uplift and wider roll-out of UC across..
How Middlesbrough Council Rapidly Increased Council Tax Collection Rates
Sector-wide Councils are facing mounting pressures to collect more with fewer resources. MBC managed to engage more residents, collect more council tax and reduce arrears, all without increasing headcount.
How South Tyneside Homes Achieved Gas And Electrical Safety Compliance
Every housing association in the UK is responsible for booking annual safety inspections with their tenants. While these are essential, conducting manual outbound calls is both ineffective and resource intensive – not to..
How South Tyneside Homes Streamlined Daily Welfare Checks And Increased Service Participation
In the wake of COVID-19, Voicescape began a development partnership with long-standing client South Tyneside Homes (STH). The goal was to support staff and residents in Housing Plus schemes and enhance..
How Your Homes Newcastle Increased Engagement To Over 70% During The Pandemic
When Christopher Todd joined Your Homes Newcastle as Senior Income Advice and Collection Manager he was tasked with providing a service that engages staff, looks for any inefficiencies and ensures the Arm’s-length..
How South Tyneside Homes Increased Emergency Support Via Mass Messaging
When the coronavirus pandemic hit, Voicescape client, South Tyneside Homes, began working in partnership with South Tyneside Council’s shielding hub as well as other support services such as Age Concern to identify the most..
Cambridge Housing Society increase feedback on repairs contractors
Cambridge Housing Society, (CHS) owns and manages 2,466 affordable homes and 343 shared ownership homes in Cambridgeshire. They struggled with low responses rate for repairs and maintenance...
How Homes In Sedgemoor Engaged New Universal Credit Claimants During Covid-19 To Support Their Benefits Journey
Homes In Sedgemoor is an Arms Length Management Organisation (ALMO) managing nearly 4,200 council owned homes on behalf of Sedgemoor District Council in Somerset and a Voicescape customer..
Onward Homes Increase Tenant Engagement In COVID-19 Welfare Check
When the COVID-19 crisis emerged, Onward Homes wanted to check on the welfare of their customers but needed a quick and efficient way to do so. With Voicescape, the housing association increased engagement with their tenants across..
Adactus, part of the Jigsaw Group, change traditional approaches to arrears
Adactus, part of Jigsaw Homes Group, had a traditional approach to collecting rent arrears, which relied heavily on staff. However, not all tenants falling into arrears were contacted, which was bad news for tenants as..
Derwent Living Deliver Coronavirus Solution in Three Days
When coronavirus struck, Derwent Living needed to implement significant changes to their tenant communications – and fast. With Voicescape, the housing association has dramatically improved engagement with tenants in the Midlands, Yorkshire..
Homes in Sedgemoor transformation journey
Homes in Sedgemoor (HiS), is an Arms Length Management Organisation (ALMO) who are responsible for 4,200 homes in Sedgemoor. In recent years, they have implemented several processes to support more effective and efficient working
Home Group Work Smarter to Support Tenants with Arrears
Home Group are one of the UK’s largest providers of high-quality housing and integrated housing, health and social care.
Your Homes Newcastle collection rates soar
At the start of Universal Credit (UC), Your Homes Newcastle (YHN) identified that 34% of customers would be newly responsible for paying housing costs directly. The projected estimate for full roll out was 80%, which would dramatically increase the..