Voicescape Annual Customer Conference 2025

For the past four years, we’ve invited our nationwide customer base to come together for a day of knowledge-sharing, progressive conversations and open collaboration – and our recent Voicescape Customer Conference on 16th October was our biggest and best one yet! 

As always, we invited Voicescape customers to share how they’re leveraging our technology for tenant engagement, arrears management and compliance. But first, we began with an insightful presentation from newly-elected CIH President Julie Haydon, who broke down the importance of resilience…

Future-proofing through resilience

Julie described the current environment as one of the most challenging that housing has seen in a generation. From new legislation and increasing tenant scrutiny to a range of competing demands around building new homes, net zero targets, recruitment pressures and more – the sector is being reshaped quickly. And with the cost-of-living crisis still hitting hard, it’s important to remember that behind every arrears case is a human story.  

She was quick to point out that it’s not about toughening up or surviving, but about approaching resilience strategically in order to thrive. The right tools can transform efficiency, give staff the time back to focus on people, and build resilience across three pillars: tenants, colleagues and the organisation. 

The benefits mean it’s well worth focusing on. When tenants are resilient, they feel heard, respected and safe in their homes. When colleagues are resilient, they’re supported in both their wellbeing and professional development. And when an organisation is resilient, it doesn’t just survive – it thrives through any policy shifts, managing existing homes better and building the homes that people need. 

Engage communities, remain compliant 

Tenant engagement and compliance have been two competing yet overlapping priorities in the sector this year. Voicescape has been helping housing associations tap into the power of automation to act on them, and we’ll continue to do so as winter approaches and legislation evolves. 

Voicescape Engage was born out of the COVID-19 pandemic, when our customer, Onward Homes, needed a better method of mass outreach to prioritise and act on resident welfare. Since then, Engage has been deployed across our customer base for a range of campaigns and specific tenant subsets, enabling the delivery and receipt of essential information and Thirteen Group is a leading example of this. They saved up to 11 hours a week in colleague time by using the solution to engage customers around areas like the termination process and damp, mould and condensation. To discover more about how Voicescape Engage can help you enhance your communications in the age of Awaab's Law, read our dedicated blog.

While Engage supports housing associations to react to an ever-changing environment, Voicescape Compliance continues to drive proactivity when it comes to appointment-booking for routine gas and electrical maintenance and other repair jobs. Time and time again, organisations are leveraging its automated outreach features to maximise tenant engagement, drive down no-access rates and reduce escalations.

The evolution of arrears management

Arrears management has evolved considerably over the years – a shift that Voicescape has been at the forefront of. Driven by evidence-based practice, automation and behavioural science, we continue to help organisations utilise income analytics. And by listening to customers and reacting to the sector, we are consistently developing our Management Suite while improving existing solutions in line with key pain points. 

Whether increasing income and freeing staff to focus on the most complex cases or empowering customers to become debt-free with tailored payment agreements, Voicescape Collections, Caseload Manager and Agreements Manager are helping drive down debt for both tenants and organisations. 

Leveraging integrations

Our overarching aim has always been to streamline the entire arrears journey through the power of voice and automation, with integrated solutions that support each other wherever possible. Part of this process has been to harness partner technology to drive self-serve actions. 

Take Jigsaw, for example, who integrated allpay’s pay-by-link technology alongside our Collections solution and as a result collected around £1 million per month with zero officer intervention. By saving staff time contacting tenants who don’t wish to talk but do wish to pay, they can do what they do best: using the power of voice to deal with more complex cases. 

Looking forward

Social housing never stands still, so neither do we. No SaaS provider stays ahead of the curve like Voicescape – we develop solutions before the sector needs them and directly address the pains and potential gains of organisations. While we continue to listen to our customers to refine what we already offer, we’re constantly exploring new ideas. Driven by evidence-based research, backed by behavioural science, and delivered through machine learning, AI and automation, our award-winning solutions are specifically designed to help you support those who need it most in your communities. 

Looking ahead, we’ll be focusing on developing more efficient and deeper data integrations to help customers intervene earlier, improve engagement and even track positive interactions. Stay tuned to see how you can build resilience now and in the future –  working and learning together with other Voicescape users to thrive, not merely survive. 

Until next year

Days like our annual customer conference help us take stock and celebrate why we do what we do, with the very people and organisations that are shaping the future of tenant engagement. We’d like to thank everyone who joined and took part in the day, including all our speaking and panel guests who shared insights and drove valuable conversations- keep an eye out for a deeper dive into the various talks in due course.

Couldn’t attend? We’re already planning the next one for October 2026, so look out for more information next year. In the meantime, get in touch if you’d like to know more about how Voicescape can help you build resilience and maximise engagement with your communities.