New electrical safety requirements are coming into play as part of a wider push to improve accountability, secure inspections, and ensure tenant safety. From 1 November 2025, all new tenancies must have a valid Electrical Installation Condition Report (EICR) before tenants move in, with follow-up checks required at least every five years. By 1 May 2026, these requirements extend to all existing tenancies, meaning providers need robust processes well in advance.
Meeting these regulations presents real challenges: securing tenant access, managing high volumes of appointments and ensuring no-one slips through the cracks, avoiding costly missed inspections (averaging £100-£150 each), and maintaining accurate compliance records - all while keeping tenants informed and satisfied. In this blog, we’ll explore how housing providers can overcome these hurdles by improving their electrical appointment management process, highlighting how Voicescape Compliance helps to streamline inspections, reduce no-access and operational costs, and simplify reporting and audits – all while improving the experience for your team and tenants.
How can Voicescape Compliance help your team improve their electrical maintenance process amongst the new regulations?
1. Streamline caseload management
Relying on manual, time-consuming processes to manage appointments places unnecessary pressure on already overstretched teams, increases the risk of tenants falling through the cracks, and diverts resources away from high-priority cases – risking tenant safety and legal scrutiny. With new regulation demanding tighter control over electrical appointments, efficient caseload management is more critical than ever.
Voicescape Compliance automates tenant communications by sending calls or text messages about upcoming appointments. Tenants can either confirm directly or, if the proposed time doesn’t work, either (1) select to be connected to an officer to reschedule, or (2) be added to a manual case list for officers to follow up - depending on your team’s resources and preferences. It also sends timely, automated reminders to confirm whether the appointment date is still suitable. This significantly reduces the number of manual calls staff need to make, allowing resources to be focused where they’re most needed. It also enables your entire tenant caseload to be managed efficiently and at scale, helping your organisation remain fully compliant with the new regulations.
2. Improved tenant access
Securing tenant access is one of the biggest challenges for housing providers, with missed electrical appointments causing costly delays - typically £100–£150 each – while also heightening tenant safety and legal scrutiny risks. With new regulations raising expectations, proactive communication with tenants and securing first-time access is more crucial than ever.
Through clear, proactive automated communication, Voicescape Compliance makes it easy for tenants to confirm or reschedule appointments, while automatically triaging responses and sending reminders to check dates remain suitable. This reduces late cancellations and no-access visits - cutting unnecessary costs such as engineer time, fuel, and rescheduling letters.
3. Clear audit trail
With new electrical safety regulations imposing stricter reporting and accountability requirements, maintaining a clear, centralised audit trail is more important than ever. Regulators increasingly expect housing providers to demonstrate a proactive, well-documented approach to safety management, with accessible records of inspections, communications, and remedial actions. Voicescape Compliance ensures every step of the process is captured and stored in one secure platform, making it easy to evidence compliance during audits, respond quickly to regulatory enquiries, and avoid the financial and reputational risks associated with missing or incomplete records.
4. Create a better experience for your team and tenants
By taking a proactive approach to tenant communications around maintenance appointments - covering key touchpoints and outcomes - Voicescape Compliance makes it simple for tenants to confirm or reschedule appointments, ensuring a smooth and efficient experience. This keeps tenants consistently informed, reduces frustration, and encourages them to engage more proactively with housing services, ultimately improving the overall experience for everyone. Furthermore, by automating the process of calling tenants, triaging responses, and collecting the data, the system relieves unnecessary pressure on already overstretched teams so that they can focus their time and resources where they’re needed most.
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How Platform Housing Group Reduced No-Access rates from 41% to 18% with Voicescape Compliance Platform's challenge: Managing over 49,000 homes, Platform Housing delivers around 3,000 EICR inspections annually. Their manual, letter and text-based process meant that tenants had to reschedule via phone, often waiting in long queues. This led to high no-access rates, with each missed appointment costing around £50 in operative time, fuel, letters, and call-backs, while also delaying compliance and increasing tenant safety risks. Stretched teams faced significant operational pressure, making a more efficient solution essential. The solution: Voicescape Compliance Platform implemented Voicescape Compliance to fully automate appointment management - from booking and confirmations to rescheduling - eliminating a previously manual and resource-heavy process. Tenants now receive automated outbound calls and can instantly confirm their appointments or be directly transferred to an advisor to reschedule. Regular reviews with the Voicescape team enabled continuous refinement, including the integration of text confirmations and dedicated call queues, which reduced wait times, improved tenant engagement, and freed staff to focus on higher-value tasks. Key results
“Voicescape Compliance has helped Platform Housing reduce no-access rates and improve tenant satisfaction by streamlining appointment scheduling and giving tenants greater control. This efficient solution supports their commitment to safe, compliant homes while reducing costs and enhancing service delivery.” -Philip Trickett, Heating Services Delivery Manager & EICR Delivery at Platform Housing Group |
Is Your Organisation Ready for Upcoming Electrical Regulations?
Book a meeting to discuss how Voicescape can support your organisation in transforming electrical maintenance appointment management, enhancing tenant communication and reducing no access.