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When officers manually call hundreds of tenants for check-ins, approximately 90% don’t require any support. That’s a lot of wasted time and resources that could be redirected into meaningful engagements with the remaining 10% who need you most…
This is the theory behind Voicescape Engage – our tenant engagement solution designed to transform outbound calling activity into inbound calls and actionable insights. In an ever-changing environment, this technology is leveraged by social landlords of varying sizes to engage with customers according to need and, ultimately, establish a consistent and reliable approach to tenant services.
The origin
Engage was initially created out of a necessity to understand tenant circumstances en masse for a specific need. For our client, Onward Homes, that need was tenant welfare check-ins during COVID-19 lockdowns. Manual calling, spreadsheets and lists were highly laborious for the team to work through. So, leveraging our Collections and Feedback technology already in use, we worked together with Onward to develop Voicescape Engage.
Engagement as a solution
Upon receiving your data, Voicescape Engage contacts tenants as determined by the specific use case, using dialogue and responses tailored to the particular campaign. It enables a proactive approach to resident engagement, powered by automation and geared towards reducing labour and understanding your tenants better. It also integrates with existing housing management systems for ease of deployment.
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Organisation benefits |
Customer benefits |
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Since launch, Engage has evolved into a versatile tool now used across compliance, tenancy management, and community engagement campaigns.
Awaab’s Law
From 27th October 2025, social landlords must meet strict new timeframes for identifying and resolving damp and mould hazards that pose a risk to tenants. With the introduction of Awaab’s Law now in effect, Engage can support landlords by:
- Gathering household information to assess the individual risk of each property and prioritise action
- Checking in with tenants post-repair to confirm whether the issue has been resolved
- Providing general advice and information that’s stored on record for compliance
In 2026, regulations will be extended to include more hazards.
Engage can help with:
- Excess cold and excess heat – Delivering capped gas and fuel poverty campaigns
- Falls associated with baths, surfaces, stairs and between levels – Capturing resident risk and vulnerabilities
- Structural collapse and explosions – Personal Evacuation Plans, updates and check-ins
- Fire and electrical hazards – Communal area hazards updates and documented safety advice
- Domestic and personal hygiene, and food safety – Silent Customer campaigns, targeting those who haven't been in touch or reported any repairs
Anti-social behaviour (ASB)
A 2025 report from the Regulator of Social Housing showed that, from the Tenant Satisfaction Measures, only 58% of customers were satisfied with the way their housing association handled ASB. Unlike traditional contact approaches, Engage keeps complainants informed without adding caseload pressure.
Engage can help with:
- Regular complainant case check-ins
- Investigative/discovery contact – Proactive fact-finding
- Updating tenants on progress
Thirteen Group improved tenant satisfaction around ASB when they rolled out a campaign using Voicescape Engage.
Lettings/Terminations
Lettings and terminations can tie up officer time in calls and admin that could easily be automated.
Engage can help with:
- Terminations and key return guidance
- Waiting list updates and cleansing in line with circumstance changes
- New tenant check-ins and support
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Engage in action: Removing barriers and understanding your customers In a real-life campaign, Voicescape Engage was used to automate contact with 800 households within a geographical area to better understand the issues they were facing. The insights were then used to inform a more effective service down the line. Automated messages included the following questions:
46% of recipients responded:
Would any of the people struggling with money or alcohol/substance issues have felt comfortable contacting their housing provider for support had that automated outbound call not been made? By lowering that barrier, Engage turns a simple automated call into a doorway for early support and prevention. Voicescape Engage enables housing providers to capture rich, actionable insight from residents that traditional surveys often miss; it not only breaks down the barrier for better customer service but provides an effective first step to understanding customer needs, giving an insight into what’s going on behind each household. Capturing that information early enables you to deliver a more human, tailored and personal service down the line, potentially saving everyone involved time, money and stress. |
Ready to support those who need it most?
With Engage, housing providers can strengthen welfare and compliance activity while using existing capacity more effectively. To explore how automation can extend your team’s reach and responsiveness, get in touch today.
In ever-changing environments, for both tenants and organisations, Voicescape Engage can help housing providers to strengthen welfare and compliance while using existing capacity more effectively. This enables your officers to spend more time focusing on tenants who require manual intervention, driving positive outcomes for the caller and the person on the other end.
To explore how automation can help extend your team’s reach and responsiveness, get in touch today.