How Adra Reduced No-Access by 33% using Compliance

9,500+

 Automated calls delivered - 1,100+ missed appointments avoided

£34K

Saved - reducing the rate and mitigating the cost of no-access appointments

33%

Reduction in no access - from 12% > 8% for responsive repairs

Adra used Voicescape Compliance to tackle a long-standing no-access challenge with responsive repairs. The outcome: 33% reduction in no-access, 9,500+ automated calls delivered, 1,100+ missed appointments avoided, and £34k saved, while improving tenant engagement and meeting Welsh language requirements.

Adra Housing is North Wales’ largest housing association, providing over 16,000 local tenants with 7,000+ quality homes. They first embarked on their Voicescape journey using Compliance with the aim of transforming their compliance team process, reducing no-access, and reshaping their repairs and maintenance appointment management strategy.

The Challenge

Adra aimed to address three persistent challenges:

• No-access: reducing no-access visits and enhancing customer engagement.
• Manual and inconsistent engagement: They had previously tried letters, text messages and used their call centres to remind people about their appointments on an ad-hoc basis, but they still had low engagement.
• Legal Welsh-language requirements: Adra also required a bilingual solution that reflected the diverse cultural communities they serve, ensuring compliance with the legal requirement for housing providers in Wales to deliver services in Welsh.

The Solution

Voicescape reached out to Adra to discuss how Compliance offered the automated, bilingual solution they needed to streamline their booking process. The key purpose of Compliance is to help decrease the likelihood of missed appointments through scalable and predictable automated calls. By freeing staff time to reduce backlogs, automation significantly alleviates officer frustration while increasing productivity. After weighing the benefits, Adra adopted our solution to enhance tenant engagement and reduce backlogs through efficient resource allocation. The implementation process was very smooth, with training delivered effectively on-site; they went live in March 2025. Voicescape’s dedicated Customer Success team were responsive throughout, and staff adapted quickly. Voicescape Compliance allowed the landlord to record their own messages in Welsh as desired to meet legislative requirements, increase trust with tenants and effortlessly book appointments. Voicescape’s option for a local voice makes the system feel personal and accessible, which was a critical driver for Adra and their community.

The Results

Adra has seen a huge impact with no-access rates reducing by a huge 33% (from 12% to 8%) for responsive repairs. In addition, Adra have also seen a reduction in operative workloads and missed appointments, leading to improved operational efficiency.

• Adra sent out 9500+ calls between March and September, avoiding 1,100+ missed appointments – which was only made possible with Compliance with 84.22% delivered, and of those 96.67% were listened to.
• Increased average response ratio of 47.37%, which significantly reduced missed appointments, improving Adra’s scheduling efficiency.
• Achieved Welsh-language compliance by enabling consistent, bilingual housing services in line with regulatory expectations across Welsh local authorities and housing associations.
• More tenant flexibility provided Adra’s tenants with a choice over the format they receive appointment booking and compliance information. Compliance made it easier for tenants to use their preferred method of contact. This makes information more accessible, digestible and tenants more inclined to respond.
• £34,000 saved in wasted resource costs – showing considerable ROI.

“There’s no way my agents would have got through that many calls [without Voicescape’s Compliance solution...].” – Gethin Armstrong, Customer Services Manager at Adra Homes

Beyond reducing no-access and significant savings, Gethin Armstrong saw clear improvements in data quality and day-to-day operations using Compliance, helping them manage compliance pressures, stretched resources and the cost of missed appointments:

“Voicescape Compliance has also helped with data cleansing. We can easily identify problems with numbers where calls aren’t getting through, which helps us fill gaps in our digital information.”

“It’s not just about the savings we’re making. Voicescape Compliance really improved the efficiency of our operatives as well. There’s nothing more frustrating than trying to gain access to a property, especially in rural locations, which also makes rescheduling really difficult. It’s also helped significantly with backlogs and pipeline.”

For the team, it wasn’t just about the savings they’re making, but the improved efficiency of their teams. This is especially true for staff and contractors who travel a far distance for a compliance check, only to find tenants are away from home or busy. Since implementation, Compliance has opened up a two-way conversation for Adra’s tenants to reach out on their availability: a choice which has helped reduce no-access appointments and prevent staff-tenant frustration. Tenants can now easily confirm or reschedule, leading to a better experience and fewer wasted journeys.

From the flexibility Compliance offers, Adra are seeing better customer experience; with tenants appreciating the reminders and ease to confirm or reschedule appointments without calling. By providing a smoother booking process, tenants have responded positively to the messaging and process with repairs and maintenance, with Adra continuing to see the long-term benefits of Voicescape.

Want to discover how Voicescape Compliance can improve your access rates? Get in touch with us today.