How AI and Human Insight are Transforming Income Management

How Voicescape positively altered approaches to escalations – Jigsaw Group

Paula Newton, Income Director at Jigsaw Group, reflected on her 30 years in income management and stated that Caseload Manager has allowed Jigsaw to “move from being reactive, all about following the escalation process and eviction, to being proactive and preventive.”

At the beginning of their journey, Jigsaw built an early intervention team to work with tenants before sign-up, carrying out affordability checks, identifying vulnerabilities and assigning money advisors to new tenants. 

“We used to execute around 160 warrants a year; now it’s closer to 50. And even then, most are abandonments, not arrears.”

This cultural shift then helped reduce arrears and escalations. Paula then went on to say that Voicescape Collections and Caseload Manager have been key to automating messages, welcoming new tenants, and freeing up officer time for meaningful engagement. Being a long-standing Voicescape customer who had recently upgraded to Caseload Manager, these were great results to hear.

The positive impact Caseload Manager had on culture – Stockport Homes

Leanne Merge, Head of Income and Money Advice at Stockport Homes, talked about their first full year using Caseload Manager, describing the positive impact our technology had had on their team and work culture – resulting in better tenant experiences. 

“For years, we tried to get the team to focus on quality over quantity. Caseload Manager has finally made that possible.”

Before adoption, the team measured productivity by call numbers. Now, longer and more purposeful conversations are the standard.

“That 15-minute panic you used to feel during a call has gone. Officers know they have the time to make a difference and reach a solution in one contact.”

The impact of Caseload Manager:

• 50% reduction in weekly caseloads (from 120 to 60)
• Reduced arrears from 1.86% to 1.5% (17% Reduction)
• Improved tenant satisfaction and staff morale

The versatility and creativity of intelligent automation – Karbon Homes

From the audience, Karbon Homes proudly discussed how they use Caseload Manager to run rent-related campaigns:

• Engaging with tenants as they transition to Universal Credit to ensure early support.
• Running seasonal campaigns during school holidays or Christmas to ensure earlier tenant engagement. 

The results of their campaign automation:

• Seasonal outreach reduced the Christmas arrears spike by £250,000.
• A Universal Credit campaign that resulted in 75% of tenants to update their journals within two days, cutting admin and letter costs dramatically.

The IT and data perspective of Voicescape Caseload Manager – Regenda Homes

Ian Robertson, Director of ICT at Regenda Homes, offered a valuable lens on the data and IT requirements for a successful Caseload Manager rollout. For Regenda Homes, having the right data from the start and engaging with IT early led to a smooth implementation. From their point of view, IT needed to be involved sooner to overcome the issues they were having with data.

Setting the scene, he reflected on how Regenda’s journey first began, by replacing their legacy system that was no longer meeting the requirements of the team. Ian’s team ensured IT staff shadowed income officers to understand the human side of the job. This proved invaluable. As Ian put it, “income officers aren’t just about numbers; they’re pseudo social workers. They’re dealing with people’s lives.”

Thanks to this empathy-driven collaboration, this set the foundation for a smooth implementation of Caseload Manager. But another essential aspect of the solution, which was important for Regenda Homes, was data quality:

“The data matched with officer knowledge - that’s what made it work. It’s been a really strong cross-department project and one we’ve showcased to the board.”

How Thirteen Housing Group reduced arrears over the past five years

The challenge

• Too much time was being spent manually prioritising caseloads, with cases being over-presented by their legacy system.
• Arrears are increasing, and officers are struggling to remain efficient.

The results

• 65% caseload reduction
• 25% reduction in UC arrears
• 2,000 fewer tenants in arrears
• 32% increase in FTA collections
• 12% less debt passed to FTA

“2 years on, we’ve seen our percentage of the debit has reduced down from 3.80% (pre-Voicescape Caseload Manager) to 2.4%,” – Kay Glew, Thirteen Group

H3: The long-term view from Greatwell Homes on Automation – Greatwell Homes

Katherine Goodwin, Housing & Income Manager at Greatwell Homes, has used Caseload Manager since 2021. She described an early period of scepticism among officers, but said the results spoke for themselves. Now, four years into using Caseload Manager, they’re seeing the long-term benefits and are able to focus more on supporting their tenants.

“Our team didn’t want to change systems. They were nervous about using AI. But within a week, we had a 50% success rate on automated callbacks, and that turned everything around.”

Greatwell’s legacy system presented a list of recommendations. This system would often over-recommended cases, taking away valuable time from officers and tenants who really needed support.

They faced a common challenge: balancing time between customers in genuine need and accounts that didn’t require intervention. Very quickly Greatwell’s team came to trust  Caseload Manager’s recommendations and is now fully embedded in their daily operations. Their arrears have fallen from 2.53% (2021) to 1.1% (2025) with Caseload Manager, and from there the team has fully embraced automation. Katherine added that Greatwell’s adoption wasn’t driven by poor performance but by a desire to work smarter. They were already a high-performing team, but the team knew there was a way to optimise their way of working even further – and Caseload Manager delivered on all fronts.