93% of residents

said they feel safe in their homes

70,000 customers

across the North East

94% of residents

said Thirteen are helping them live independently

Thirteen Group, one of the largest housing associations in the North East, is dedicated to providing homes and support services to over 70,000 customers. With a strong focus on customer wellbeing, Thirteen Group sought a proactive approach to identifying and supporting vulnerable tenants at risk of social isolation and other wellbeing concerns. 

The Challenge 

Thirteen faced challenges in efficiently identifying and engaging vulnerable supported living residents that needed additional support. They currently operate across over 2000 homes designated for older people as well as additional Extra Care apartments and Specialist Supported homes. Traditional methods of customer outreach, such as manual calls and letters, were time-consuming, resource-intensive and often ineffective in reaching those who required help the most. The landlord needed a scalable and data-driven solution to proactively connect with residents, understand their needs and provide timely interventions. 

The Solution 

To address these challenges, Thirteen implemented Voicescape’s Wellbeing solution, leveraging intelligent automation to engage with customers more efficiently and effectively. The software enabled them to proactively contact residents via automated voice technology, ensuring that wellbeing checks were conducted at scale. Because residents self-report their wellbeing every day, officers have more time to focus on providing care to those who truly need it, allowing you to create a resident-centric approach to wellbeing and put your communities’ needs first. The system identifies those in need of further assistance, seamlessly connecting them to the appropriate support teams. By integrating this proactive outreach with their existing processes, Thirteen enhanced their ability to identify and respond to wellbeing concerns in a timely manner. 

"The ability to reach a larger number of customers efficiently has been a game-changer for us. Voicescape’s technology allows us to identify those in need much quicker, meaning we can focus our efforts where they are most needed."

Matthew Trueman, Care and Support Manager at Thirteen Group

The Results 

The implementation of Voicescape Wellbeing led to significant improvements in customer engagement and support. Thirteen Group experienced increased response rates from residents enabling the organisation to identify and assist vulnerable individuals more effectively. In their latest survey, over 93% of residents agreed that Thirteen was helping them to live independently with 94% saying they felt safe in their home. The automation of wellbeing checks reduced the operational burden on frontline staff, allowing them to focus on providing personalised support to those who needed it most. 

"Since using Voicescape, we’ve seen a real difference in how we engage with our customers. It’s not just about efficiency—it’s about making sure the right support reaches the right people at the right time."

Matthew Trueman Care and Support Manager at Thirteen Group  

This proactive approach not only improved tenant wellbeing but also strengthened the organisation’s ability to deliver meaningful social impact across its communities.  

"One of our vulnerable, older customers was laid on the floor following a fall, and was immediately recovered to hospital by ambulance. The role is very broad and fast paced for our Living Well Coordinators, so leveraging automation through Voicescape is critical to success. With human intervention to complement the automated risk identification, a customers life was saved."

Matthew Trueman Care and Support Manager at Thirteen Group

The Future 

By partnering with Voicescape, Thirteen has successfully transformed its approach to customer wellbeing. The adoption of intelligent automation allowed for more effective engagement, timely interventions, and a more strategic allocation of resources. If you’d like to learn more about the value of Voicescape Wellbeing and how it can ensure you’re proactively addressing the needs of your community, then get in touch today.