Highlights From Our London Income Innovation Day

Following the success of our previous Income Innovation Day in Birmingham, we brought our second instalment of 2025 to London on 5th June. Here, we welcomed new and familiar professionals from across the sector for a day of income innovation and sector networking. Team Voicescape and representatives from over 40 social housing organisations attended the event, where we featured:

• Voicescape’s Peter Hudson, Ste Lawrence and Carly Harling – who unpacked the fundamentals of Voicescape’s innovative income suite, broke down pertinent sector challenges, and pinpointed how our technology is crafted and leveraged to help landlords get ahead of the curve
• John Dullaway from Moat, Kat Allott-Stevens and Sanchia Waite from Berneslai Homes – who shared their transformational journeys with Voicescape Collections and Caseload Manager
• An insightful Caseload Manager Q&A panel, where Voicescape customers dug deeper into how the solution has innovated their income offering, enhanced their team, and driven their collection rates

From eye-opening customer stories to innovative technologies, we enjoyed a productive day of exploring new possibilities for arrears collection and tenant engagement. 

Voicescape’s income suite – a summary

Voicescape exists to help organisations connect with their communities. We do this by developing, building and deploying cutting-edge, fully managed social housing engagement solutions – with income and arrears management at the core. Our solutions are built upon data and behavioural science – leveraging machine learning, automation and AI to help landlords on a journey towards risk-based predictive income management. We deliver this through our integrated income suite:

• Collections – for the assignment of relevant automated communications for each tenant
• Caseload Manager – to revolutionise arrears management, proactively automating tasks to reduce manual caseload with recommended levels of intervention determined by risk scores
• Agreements Manager – a first-of-its-kind solution to help landlords see, manage and reduce the unsecured debt tied up in tenant repayment agreements. 

Every product Voicescape brings to market is backed by an insights project with evidence-based practice at its core. That means the sector's most pertinent and pressing challenges are explored, addressed and targeted through each of our integrated income solutions.

Helping income teams get ahead of sector challenges

From Voicescape’s implementation specialists to our independent behavioural science advisor and everyone in between, we are acutely attuned to the sector. This includes the issues facing tenants and the barriers income teams and landlords must overcome to connect with communities, empower them to become debt-free and improve arrears performance. But these sector challenges don’t just help us build solutions – they drive their very existence, ensuring the innovations we develop are adaptable to tackle real challenges and propel positive change. These include:

• Universal credit migration – who is affected, who is most vulnerable, and who needs additional support?
• Cost-of-living crisis and proposed PIP changes – more customers can’t pay, creating more vulnerabilities and the need for better engagement and support. 
• Awaab’s Law – from October 2025, social landlords will be required to address damp and mould hazards within fixed timescales and all emergency repairs within 24 hours, expanding to a wider group of hazards over the next two years.

So, how can these issues be addressed? Landlords need up-to-date information on vulnerabilities to prevent silent tenants slipping under the radar and falling further into debt. Income professionals need to deliver tailored engagement to support those who need them most, with risk-based analytics and automation that identifies sustainable and tailored repayment agreements that tenants can actually adhere to and sustain. 

Voicescape’s income suite supports landlords with this across three key areas:

1. Time – reducing caseloads, driving efficiencies and presenting data-driven insights to give you more time to focus on those who need you most
2. Identifying cohorts – to focus on groups most at risk or in need of immediate support and engagement, e.g. UC migration, rent increase, NOSPs expiring, and so on
3. Manageable repayments – empowering tenants to become debt-free through risk-based repayment agreement analysis, helping recover more arrears, more quickly and with less effort, for an all-round better experience for tenants and income officers

Innovation in action – customer success stories

The following guest speakers and Voicescape customers kindly demonstrated their own success stories with our income suite.

Highlights from our Q&A panel

To round off an incredibly insightful day of networking and knowledge-sharing with the sector, we invited a panel of Voicescape customers to take questions from the room. Their answers provided curious attendees with first-hand observations and advice around implementation, usage, and the effectiveness of Voicescape’s income suite. Here’s a handful of key quotes taken from it:

“Customers have realised that we’re not trying to evict them – we’re trying to keep them in. We’ve got a better steer on what’s going on with each tenant and we’re better placed to help them stabilise their financial position and empower them to pay their rent or repayment.”

“We muddled through with no income tool last year and somehow hit our targets. So if Voicescape had been implemented throughout that time, our income collection would have been through the roof.”

“Don’t be afraid to ask ‘silly’ or difficult questions. Voicescape are very receptive to everything and work with the team to implement every request on an ongoing basis.”

“With Caseload Manager, our officers have more time to visit tenants out on patches and have quality conversations. Officers are less stressed, sickness levels have gone down, staff turnover is lower, and we have a more stable workforce.”

The panel also shared advice for those about to begin their Voicescape journey. One of the top tips was to involve various teams as early as possible: the IT department for seamless implementation, and the income team to secure buy-in. They also recommended speaking to other users to learn from their approaches, and to not be afraid to ask Voicescape to optimise the system according to needs – it will get accommodated. 

Ready to gain control over your arrears?

The need for more targeted, risk-based income support has never been more important for tenants and landlords alike. As sector challenges continue to intensify and arrears increase, income teams come under exponential pressure to engage with communities and sustain tenancies. Now is the time to act – get ahead of the curve on sector challenges and enhance your arrears management with the innovative income technologies available to you. 

We’d like to thank all our speakers, panellists and attendees from across the sector for contributing to such a fulfilling day of connection and insights. Ready to learn more?

• Download our latest whitepaper, “We Need To Talk About Agreements”, for an evidence-based deep dive into repayment agreements and how to improve their success rate

Or get in touch with us directly – one of our friendly team members will be happy to hear from you and learn more about your needs.