Housing Innovation: Exploring the Impact of Innovative Technology for Income Management

With rising caseloads, increased pressure on staff, longer conversations, and more complex cases, income collection is becoming harder to manage. As a result, housing providers are shifting from traditional processes to smarter, more innovative technology to improve resident engagement and improve collection rates.

Presenting at the Housing Innovation Show, our Sector Lead at Voicescape, Ste Lawrence, demonstrated how Voicescape technology is helping income teams tackle these challenges - improving operational efficiency and driving measurable results.

Joining him, guest speaker Leanne Kerrigan, Head of Income and Money Advice from Stockport Homes, shared her experience and the incredible results achieved using Voicescape’s multi-award-winning Caseload Manager solution.

In this blog, we summarise the talk to reveal how Voicescape’s income solutions are helping housing providers across the country transform income collection.

The Impact of Caseload Manager on Income Management: Stockport Homes

Stockport Homes manages 11,500+ properties, with their Income team consisting of 12 Income Officers, 2 Team Leaders and 4 Former Tenant Arrears Recovery Assistants. Prior to Voicescape, they were using a rules-based system before discovering that Caseload Manager aligned with their income and operational priorities and delivered on impact.

Leanne Kerrigan set the scene by sharing the meaningful impact Caseload Manager had on Stockport Home’s approach to income management:

 Leanne Kerrigan’s Key Takeaways:

• Data-led decisions drive better outcomes
• Proactive and timely communication drives better engagement and response rates
• Automation improves operational efficiency – freeing capacity and improving the experience and outcomes for residents and teams

“In Caseload Manager, we got what we were promised, and we let the product do what it was meant to,” –  Leanne Kerrigan, Head of Income and Money Advice, Stockport Homes.

Overall, using innovative technology like Voicescape’s Caseload Manager solution means:

• Officers spend time on high-impact interventions that truly support customers
• You maximise resource: we note an average 50 – 65% reduction in manual caseloads using Voicescape Caseload Manager, allowing officers to focus on those most in need of support and have the time for quality support that gets to the root cause of the issue. 

Discover Voicescape Caseload Manager

After speaking with delegates on the day, it’s clear that social housing providers are seeking more efficient and effective ways to manage income collection and drive meaningful results.

Setting up effective income management for social housing tenants starts with Caseload Manager. By automating each stage of the arrears management process, recommending cases for manual review, leveraging AI and Machine Learning to predict tenant behaviours, and providing actionable insights in a single view, our award-winning Caseload Manager solution is helping housing providers transform income management.

To learn more, download the Voicescape Caseload Manager Brochure here.