Voicescape Engage: Increasing Customer Understanding With Current Capacity

Written by Rebecca Hargrave | Nov 17, 2025 4:26:56 PM

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.

Organisation benefits	Customer benefits
Capture real-time tenant insights to drive data-led decisions Send information and advice with little-to-no touch Full audit of activity Reduce pressure on your team Resource prioritisation Free officer capacity for high-priority cases	Empower residents to self-report and request support Engage more tenants in ways that suit them best: email, SMS, web forms, or phone Access free contact opportunities

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

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:

Do you feel that you are managing your money OK?
Do you feel that you need any help and support with alcohol- or substance-related issues at the moment?
- IF YES – Are you already receiving support elsewhere?
Would you like to be informed or involved with us in the future, including taking part in consultations to improve the area?

46% of recipients responded:

Not managing money – 74 (20%)
Need help with alcohol/substance issues – 27 (7%)
Already receiving support – 12 (3%)
Like to be more involved – 111 (30%)

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.

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