Tenant engagement
Case Studies

Jigsaw Homes: A Test and Learn Approach to TSMs

In response to Tenant Satisfaction Measures (TSMs) introduced by the Regulator of Social Housing, Jigsaw Homes saw an opportunity to develop a trial with Voicescape. The aim of the trial was to gain further insight into perception-based questions,..

How Bristol City Council Increased Collection Rates By 1.3% in just 6 Months

Learn how using Voicescape Collection's automated outbound engagement allowed officers to prioritise vulnerable cases and set up affordable repayment plans, resulting in a reduction of £105,000 in tenant arrears.

How St Leger Homes Used SMS as a Prompt for Rent Collection

How Thirteen Used Intelligent Automation To Achieve Their Lowest Year End Debt Position

Thirteen has been harnessing the power of Voicescape to intelligently automate its rent arrears management and support process since 2018. The housing association , which owns and manages 35,000 properties in..

Discover How Middlesbrough Council Increased Council Tax Engagement by 59%

As tenants fell into Council Tax arrears in 2020 due to the pandemic, Middlesbrough Council was faced with the dual challenge of chasing and recovering growing debt. This was further exacerbated by the temporary closure of..

How Grŵp Cynefin Reduced Their Rent Arrears by 2.4% In 18 Months

Grŵp Cynefin, a housing association that operates across North Wales and North Powys, was formed from two well-respected historical housing associations in 2014. The association now owns and manages over 4,500 homes across several..

How Platform Housing Group Drastically Reduced No-Access Rates

Platform Housing Group (PHG) is one of the largest housing associations in the UK, with more than 47,000 homes across the country. Their mission is to build a better future by investing in affordable homes, as well as their communities..

How South Tyneside Homes Perform Thousands Of Daily Resident Wellbeing Checks

Over the years, long-standing Voicescape client South Tyneside Homes (STH) has been exploring the use of technology to revolutionise its approach to daily tenant welfare checks. While undoubtedly challenging, the COVID-19..

Onward Homes: An Innovative Approach To Rent Collections

Onward Homes, one of the leading housing associations in the North West, has been using Voicescape Collections since 2017. But as the pandemic worsened and tenants started to fall into arrears, the need for a new approach to rent collections..

How Greatwell Homes Dramatically Improved Its Annual Arrears Figures

Greatwell Homes, a not-for-profit housing association with over 5,000 customers, provides high-quality living environments and vital support services. These services proved to be even more essential when COVID-19 hit, but as..

How whg boosted engagement to help more customers, and prepared for the end of support due to Covid-19 and Universal Credit

Learn how the midlands-based housing association reversed a rising arrears trend and mitigated the end of furlough, the end of the UC uplift and wider roll-out of UC across..

How Middlesbrough Council Rapidly Increased Council Tax Collection Rates

Sector-wide Councils are facing mounting pressures to collect more with fewer resources.  MBC managed to engage more residents, collect more council tax and reduce arrears, all without increasing headcount. 

How South Tyneside Homes Achieved Gas And Electrical Safety Compliance

Every housing association in the UK is responsible for booking annual safety inspections with their tenants. While these are essential, conducting manual outbound calls is both ineffective and resource intensive – not to..

How South Tyneside Homes Streamlined Daily Welfare Checks And Increased Service Participation

In the wake of COVID-19, Voicescape began a development partnership with long-standing client South Tyneside Homes (STH). The goal was to support staff and residents in Housing Plus schemes and enhance..

How Your Homes Newcastle Increased Engagement To Over 70% During The Pandemic

When Christopher Todd joined Your Homes Newcastle as Senior Income Advice and Collection Manager he was tasked with providing a service that engages staff, looks for any inefficiencies and ensures the Arm’s-length..

How South Tyneside Homes Increased Emergency Support Via Mass Messaging

When the coronavirus pandemic hit, Voicescape client, South Tyneside Homes, began working in partnership with South Tyneside Council’s shielding hub as well as other support services such as Age Concern to identify the most..

Cambridge Housing Society increase feedback on repairs contractors

Cambridge Housing Society, (CHS) owns and manages 2,466 affordable homes and 343 shared ownership homes in Cambridgeshire. They struggled with low responses rate for repairs and maintenance...

How Homes In Sedgemoor Engaged New Universal Credit Claimants During Covid-19 To Support Their Benefits Journey

Homes In Sedgemoor is an Arms Length Management Organisation (ALMO) managing nearly 4,200 council owned homes on behalf of Sedgemoor District Council in Somerset and a Voicescape customer..

Onward Homes Increase Tenant Engagement In COVID-19 Welfare Check

When the COVID-19 crisis emerged, Onward Homes wanted to check on the welfare of their customers but needed a quick and efficient way to do so. With Voicescape, the housing association increased engagement with their tenants across..

Adactus, part of the Jigsaw Group, change traditional approaches to arrears

Adactus, part of Jigsaw Homes Group, had a traditional approach to collecting rent arrears, which relied heavily on staff. However, not all tenants falling into arrears were contacted, which was bad news for tenants as..

Derwent Living Deliver Coronavirus Solution in Three Days 

When coronavirus struck, Derwent Living needed to implement significant changes to their tenant communications – and fast. With Voicescape, the housing association has dramatically improved engagement with tenants in the Midlands, Yorkshire..

Homes in Sedgemoor transformation journey

Homes in Sedgemoor (HiS), is an Arms Length Management Organisation (ALMO) who are responsible for 4,200 homes in Sedgemoor. In recent years, they have implemented several processes to support more effective and efficient working

Home Group Work Smarter to Support Tenants with Arrears

Home Group are one of the UK’s largest providers of high-quality housing and integrated housing, health and social care. 

Your Homes Newcastle collection rates soar

At the start of Universal Credit (UC), Your Homes Newcastle (YHN) identified that 34% of customers would be newly responsible for paying housing costs directly.  The projected estimate for full roll out was 80%, which would dramatically increase the..

How North Devon Homes increased customer response rates

Voicescape client, North Devon Homes (NDH), is responsible for circa 3,300 affordable homes in Devon. In 2021, the housing provider wanted to improve how they gathered feedback from their customers regarding the quality of services in order to..

How Bristol City Council Increased Collection Rates and Reduce Arrears

Using Voicescape Collection's automated outbound engagement allowed officers to prioritise vulnerable cases and set up affordable repayment plans, resulting in a reduction of £105,000 in tenant arrears....