Data-driven decisions

Harness customer feedback to shape future decisions that will have a positive impact.

Free up resources

Let your customer services team focus their time and attention where it really matters.

Instant feedback

Understand how you’re performing in the eyes of tenants in real-time and at scale with instant surveys.

Trusted by the sector

Why Feedback?

Easily create surveys and deploy them to any population e.g. new services

Track survey performance and gain actionable insights to improve services

Improve your tenants experience, reduce formal complaints and drive contactor accountability

Voicescape Feedback automates the feedback process with customers to solicit more responses, more often, with reduced manual overhead. By sending phone surveys as soon as a transaction or process is complete or on an ad hoc basis, allowing you to gain instantaneous feedback from your tenants. Our solution can be used to complete TSM surveys, supporting organisations in maintaining their statutory obligations.

  Sentiment and theme analysis will summarise key trends from qualitative data too, enabling you you to make evidence-based decisions to ensure your services meet the needs of your tenants, now and in the future.

Introducing Voicescape was a ‘no-brainer’ for us. While our organisation conducted annual surveys, what was missing was a transactional feedback system for responsive repairs. Voicescape proved to be one of the best digital solutions we've implemented in our department, enhancing efficiency and providing authentic, valuable feedback.

Becky Oliver
Head of Building Services at Monmouthshire Housing
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We want to be open and honest. If something goes wrong, we want to know about it and fix it. Voicescape gives us that chance.

Sophie Richards
Customer Manager at Mid Devon Housing
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We’re feeling positive about inviting all our customers to share their thoughts. And, with a certain cohort of customers fairly satisfied, insight like this is good for keeping the momentum in the team at North Devon Homes going. Joanne and the team at Voicescape have been brilliant at assisting us.

Marc Rostock
Director of Neighbourhoods at North Devon Homes
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Success Story

Elevating Tenant Satisfaction at Monmouthshire Housing through Voicescape

Like many housing providers, Monmouthshire Housing faced mounting challenges - from rising repair demands and a growing waiting list to increasing pressure around damp, mould and tenant wellbeing. Traditional feedback methods left them with incomplete insights, making it harder to act quickly and effectively. Recognising the need for change, they turned to Voicescape to transform the way they capture and respond to tenant feedback.

2,500%

Increase in survey participation

94.3%

Customer satisfaction rate

Collections for Revs & Bens Collections helps streamline the debt collection process and the automates the vast number of tasks required to reach residents in arrears whilst not overstretching your existing Revenues & Benefits team resources. Allowing more time for higher quality, proactive conversations that drive successful outcomes and avoid costly escalations.

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EngageConfigurable solution designed to deliver powerful results. Transform any costly and ineffective outbound calling activity into productive inbound calls or actionable insights. Landlords are increasing using this technology to manage and monitor current and historic damp and mould cases or helping you to reach TSM targets.

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Collections Collections helps to streamline the rent collection process and the automates the vast number of tasks required to reach customers in arrears. Allowing officers time to focus their efforts on tenant engagement.

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Feedback Gain instant feedback from tenants and make data-driven service improvements with automated satisfaction surveys immediately after a transaction.

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Wellbeing Allow your sheltered housing residents to self-identify their wellbeing every day, giving them more independence and you more time to focus on caring for those who truly need it.

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Frequently asked questions

What type of onboarding and customer support is included with this service?

We know that the customer on-boarding process is particularly important to making sure you get the best results from using Voicescape. Our On-boarding Team will therefore guide you through the product to get you started, at which point your dedicated Customer Success Manger will take over the relationship to maintain continuity of service but also ensure you are achieving your goals.

Can we use this in conjunction with our predictive analytics solution?

Voicescape has been developed to works seamlessly with the major predictive analytics providers used within social housing and local authorities. Whatever the format data comes from your predictive analytics software, it can be imported to your Voicescape platform. In fact, when used in conjunction with Voicescape, having predictive analytics can usually provide you with even greater efficiencies.

Will Voicescape’s software scale with my business as my housing stock grows?

He beauty of Voicescape’s ‘Software as a Service’ model is that it can be scaled to suit your ongoing business requirements. You will be assigned a Customer Success Manager and Account Manager for the lifetime of the service, so you will have the assurance that we will be on hand to help you make the most of Voicescape to meet your ongoing challenges.

Are you on GCloud procurement framework?

Yes. Public sector bodies have been successfully procuring Voicescape solutions since 2010. This makes it quicker and usually cheaper for your procurement team to purchase Voicescape services, and provides you with the secure knowledge that you will be getting the best-in-class digital solution available via a more cost effective, fully transparent and legally compliant pre-tendered procurement framework.

Collections

Collect rent arrears with ease

Whether it’s CTA or FTA, utilise automation to encourage customers to get in touch with you and release your income team’s capacity so they can work on the most complex cases.

From outbound to inbound

Outbound calls are time-intensive and unproductive. Build trust through technology so customers reach out to you.

Tailor your services

By investing in customer relationships, you can better understand their challenges and find solutions that best suit their needs.

Do more with less

Automating manual processes gives your team back valuable time to engage effectively with more of their caseload.

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Caseload Manager

A major step change in the intelligent automation of arrears caseload management

Make personalised, automated interventions that are more likely to achieve the optimum outcome for you and your residents.

Predict behaviours

Ingest and analyse all your resident data and identify risks

Automate interventions

Intelligently route interventions where cases can be handled automatically

Maximise engagement

Drive optimal engagement with every resident, every time!

Learn more about caseload manager

Compliance

Supercharge your inspection and compliance regime

Utilise digital technology to meet your property maintenance statutory obligations. Book, confirm and reschedule appointments effortlessly with an automated solution that drives efficiency.

Increase compliance visit bookings

Engage tenants who due are gas and electrical safety visits, appointments and inspections and drive up compliance visit bookings by 250%.

Create an audit trail

Easily refer back to a comprehensive audit trail that outlines each engagement attempt

Cut costs

Remove the cost of sending letters to book, confirm and reschedule appointments and reduce ‘no-access’ visits.

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Feedback

Get a clearer picture of how tenants feel

Ask customers for feedback at the point of service delivery. Solve problems quickly, satisfy customers and strengthen relationships across the board.

Make data-driven service improvements

Collate feedback and use it to make decisions that make a noticeable difference to tenants.

Track performance

Send instant surveys, set targets and track KPIs so you know exactly how your tenants think you’re performing.

Free up resources

Give your customer service team resources and time back to focus their efforts where it really matters.

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Engage

Easily run campaigns with multiple use cases

Roll out ad-hoc campaigns to capture feedback and establish non-transactional engagement, such as tenant welfare, using your existing resources.

Establish welfare

Identify tenants most in need of support

Manage campaigns

Run campaigns with multiple use cases

Gain feedback

Provide options for conversation and feedback

Learn more about engage

Wellbeing

Technology that assists independent living

Automate daily welfare checks and free your sheltered housing teams to engage residents with the greatest need.

Allocate resources effectively

Easily identify the people who are most in need of support and allocate your resources accordingly.

Give residents control

There’s no need for residents to wait by the phone for a daily call. Give them the freedom to choose how and when to be contacted.

Build good relationships

This freedom will lead to more sustainable, positive relationships with residents, making future engagements quick and painless.

Learn more about wellbeing

We’ll help you…

Connect with your communities, strengthen relationships and build sustainable tenancies.

Create a culture of innovation based on a people-centred approach

Reach the right people — at the right time — with the right message

Award winning services

Simple and streamlined integrations

Voicescape’s product stack is developed to work with all popular technologies to make setup seamless. Whatever housing management, asset management, predictive analytics or telephony systems in the ecosystem you already have, Voicescape arrives with the ability to share information between platforms.

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