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Income teams are under pressure to do more with less. With the cost-of-living crisis, arrears going up and more complexity surrounding regulation, there are limited resources to work with. At our recent Income Innovation Day in Manchester, housing providers shared how they’re responding, using data, automation and earlier engagement to improve outcomes without increasing workload.
We showed attendees how our Income solutions can help officers to better manage risk and provide more time for your officers.
Looking at how two Voicescape customers - Jigsaw Homes and Onward Homes - are evolving their approach to income, we’ll share their insights from the day showing the broader shift in how organisations are responding to complexities in income using technology.
Customer Success Stories from the Day
Jigsaw Homes showed how using first Voicescape Collections and then Voicescape Caseload Manager, they have transformed visibility and prioritisation across their income operations.
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How Caseload Manager benefited Jigsaw Homes
Elaine Ollerton and Cheryl Barley, Arrears Recovery Managers, talked about how Caseload Manager helped Jigsaw Homes increase collections, and innovate their approach to caseload management and income.
The Challenge:
The Solution:
Jigsaw was already aware of Voicescape’s success in the sector with Caseload Manager, and had early demos delivered to their Income team and was implemented in 2026.
Compared to their previous system looking at rent accounts, Caseload Manager was bespoke and had daily processing on case recommendations, enabling the team to:
The Impact:
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More bespoke case recommendations allow organisations to maximise resource allocation and see high-risk or vulnerable cases immediately - and Jigsaw are already seeing early signs of success on their Caseload Manager journey.
Key lessons for other organisations:
- Pace: Don’t rush implementation
- Research: Learn from peers already using the technology
- Collaborate: Work closely with IT and delivery partner
- Buy-in: Involve the operational team from day 1 to build buy-in
- Trust: Be patient and trust the AI product to deliver
Onward shared a slightly different success story focusing on how Caseload Manager and Agreements Manager are helping them unlock further gains.
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Onward Homes’ Journey with Caseload Manager and Agreements Manager
Onward manages over 35,000+ homes across the North West. Shirley McFarlane and Helen Bruce (Customer Account Managers) spoke on their journey with Caseload Manager, as well as Agreements Manager, and how it positively impacted their approach to income.
The Challenge:
The Solution: Both Caseload Manager and Agreements Manager were introduced at different stages, but Onward Homes had built strong confidence in Voicescape, having worked together since 2019. Moving forward:
The Results: Caseload Manager outcomes:
Agreement Manager outcomes:
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Lessons for other organisations from Onward Homes:
- Start early and adapt: begin optimising your income collection to meet customer expectations and see better results
- Trust in technology: to support human engagement, not replace it
- Voicescape helps you decide who needs attention and when, using AI, behavioural insights, and automated engagement.
- Enterprise RPA removes the repetitive, high-volume work that slows everything down in the background.
“I think, as housing associations, we need to learn to adapt. Historically, the housing industry and sector has been quite slow to be open to new approaches, and I think we are on that route with using technology [...] Also, just roll with technology.” – Helen Bruce, Customer Accounts Manager at Onward Homes.
A new offering in our product suite
A key discussion point on the day was how the recent acquisition of Enterprise RPA can remove pressure on income teams in peak seasons, such as April during UC verification. On the day, we discussed how we see our services combining and what this offering means for organisations.
For more insights, read the full blog on our combined offering here.
Join us for our next Income Innovation Day
Stay tuned for our next Income Innovation Day in our events section and join us for a day of thoughtful discussion. Discover how our Income solutions can help you follow best practices and deliver on your arrears targets.
During our Income Day, we provide demonstrations to test our Caseload Manager solution for yourself and see why it’s changing the game for their income teams.
Can’t wait for the next day to get started? Book a demo here.