Managing high caseloads of maintenance appointments, successfully engaging tenants, and delivering a top-quality service amongst new regulations such as Awaab's Law and EIRC requirements have never been more challenging - or more crucial - with 2024 Housemark TSMs finding safety and repairs to be the top driver of tenant satisfaction, with communication as the third.
With challenges such as high no-access rates (which cost an average of £50-100 each), inefficient processes which place pressure on strained resources, and challenges with engaging tenants, it is essential that housing providers adopt a smart, scalable approach to manage appointments efficiently and effectively and ensure tenant safety is protected.
This blog explores how our multi-award-winning solution, Voicescape Compliance, is empowering housing providers across the country to transform appointment booking and management, drive down no-access rates and associated costs, and enhance the experience for both your team, and the tenants you serve - with a customer success story from Platform Housing Group who slashed no-access rates by 56%, increased tenant engagement to 95% and satisfaction to 96% using the solution.
Sector Challenges
Housing providers are navigating a growing set of challenges: missed appointments, rising caseloads, fragmented communication, and increasingly strict regulations. Missed visits alone waste time, delay essential repairs and safety checks, and cost an estimated £50–£100 per failed appointment, while also contributing to backlogs, tenant frustration, and risks to regulatory scrutiny and tenant safety.
Furthermore, regulations such as Awaab’s Law and updated EICR requirements demand consistent, documented engagement and rapid action on issues like damp and mould, gas, electrical, and HHSRS risks. When residents feel uninformed or disconnected, trust erodes, satisfaction drops, and complaints escalate. Without real-time visibility and coordinated processes, teams struggle to manage rising caseloads effectively, leaving repairs unresolved longer and putting tenant wellbeing, service quality, and compliance at risk.
The Solution: Voicescape Compliance
Voicescape Compliance is a purpose-build solution designed to transform maintenance appointment management by enabling your team to send automated, outbound messages via Voice, SMS, or email, to propose an appointment. The tenant then has the option to confirm the appointment, or speak to an officer to reschedule. The solution also sends them a follow up message to confirm the appointment is still available, with each interaction detailed and logged for future court warrant use if needed.
Key Benefits
✅ Reduce no-access rates and costs - by proactively confirming the suitability of appointments at scale, Voicescape Compliance helps reduce late cancellations, missed appointments and costs, such as engineer time, fuel, etc.
✅ Improve team efficiency and resource prioritisation - By driving a robust and automated approach to appointment scheduling, Voicescape Compliance streamlines the entire process and frees up staff time to focus on cases and residents that require manual intervention
✅ Maintain Compliance efficiently – Voicescape Compliance helps your team manage regulatory requirements, including Awaab’s Law and EICR regulations, efficiently and effectively. Every interaction is automatically logged, providing clear evidence of proactive communication to meet rising compliance expectations.
✅ Enhance tenant relationships and satisfaction - Proactive and consistent engagement enhances relationships with your tenants, with research from Leaders Romans Group Survey of January 2025 revealing that 50% of tenants believe that better communication would improve their relationship with their landlords. Furthermore, by enabling your team to efficiently assign and re-assign appointments and providing tenants with easy routes to reschedule, your team can provide a better customer experience.