£375K

 Total cash generated using Voicescape delivering Access PaySuite payment links (Apr 2024 - Jan 2026) 

 1 FTE  

 Of additional operational capacity unlocked from using payment links - saving £37K annually, redirecting staff time to higher-value casework

£10.5K

 Saved annually from eliminating paper arrears mail-outs (4,000 arrears letters replaced with digital payment journeys)

From April 2024 to January 2026, Voicescape has enabled Barnet Homes to generate a total of £375K in income through integrated payment link campaigns. £121K was generated within the first 8 months of implementation and £250K followed in 2025 through payment‑link campaigns covering Current Tenant Arrears, Rent‑Free Campaigns and Festive SMS Campaigns.

Context

Barnet Homes manages 9,500+ council tenancies across the borough, including temporary accommodation. Many of their social housing tenants are classed as vulnerable.

The Challenge

Barnet Homes was already successfully engaging residents in arrears through Voicescape Collections automated voice-led campaigns. Having established strong contact rates, the team saw an opportunity to improve the payment journey by introducing flexible, self-serve payment options.

During peak periods, many inbound calls related to simple payment transactions. While these interactions were important, this reduced the time officers could spend on more complex cases and vulnerable residents.

Barnet wanted to modernise how residents make payments - enabling them to act immediately using a secure pay-by-link reducing manual handling and protecting officer capacity for higher-value casework.

Overall, they faced challenges with:

• High volumes of inbound payment calls
• Post Covid arrears backlogs
• Limited digital payment options

The team wanted to introduce a secure pay-by-link option to:

• Enable residents to self-serve at the point of engagement
• Reduce inbound call demand for straightforward payments
• Minimise manual payment handling and allocation errors
• Provide a more modern, flexible payment experience

The Solution 

Barnet Homes had already been working with Voicescape Collections to support outbound engagement with residents in arrears. Building on this foundation, the next step was to enhance the payment journey by introducing Access PaySuite’s integrated pay-by-link.

In April 2024, Barnet expanded their use of Voicescape to embed secure payment links directly into outbound campaigns. This allowed residents to move seamlessly from engagement to payment in one journey, reducing the need for follow-up calls and manual processing.

By layering pay-by-link onto their existing Collections activity, Barnet increased self-serve adoption, protected officer capacity during peak periods, and enabled the team to focus more time on complex and vulnerable cases. The integration also worked within the council’s existing systems, providing a modern and flexible payment option for residents.

The introduction of Access PaySuite’s Payment Links enabled the team to:

• Increase administrative capacity by embedding secure payment options directly into outbound campaigns, allowing residents to act immediately without additional follow-up.
• Automate arrears notifications with integrated payment links, shifting routine transactions to self-serve channels and protecting officer time.
• Replace letter campaigns with digital payment journeys, delivering measurable cost savings.

Monique Arthur, Senior Income Collection Manager at Barnet Homes, commented on how moving to automation, whilst it came with its reservations, was vital for them as an organisation:

"In the sector, a lot of housing providers can be resistant to automation, but it’s sometimes necessary. Voicescape and Access PaySuite pay-by-links have been a real game-changer for us, and we’ve seen the benefits of that change."

The Results

Since going live with integrated payment links in April 2024, Barnet Homes has generated significant additional income while increasing officer capacity.

Cash Generated

From April 2024 onwards to January 2026, Barnet delivered £375k total income via payment links, including:

• £121k generated within the first year
• £250K recovered in 2025 alone

Campaign performance:

• £230K generated through Rent Free campaigns
• £132K delivered through CTA campaigns
• £11K collected through Festive SMS campaigns

Operational Impact:

Alongside income generation, Barnet unlocked the equivalent capacity of 1 FTE, allowing officers to focus on complex arrears and vulnerable residents rather than routine payment handling.

“Voicescape's pay-by-link feature has shown success at bringing in cash and reducing wasted effort - it’s one of our biggest successes from Voicescape.”

Monique Arthur, Senior Income Collection Manager from Barnet Homes

Additional operational benefits included:

• Replacement of paper arrears letters with digital payment journeys
• Avoidance of approximately 4,000 paper mail-outs for arrears and Universal Credit notifications – saving £10.5K annually (£3.5K per mail-out, 3 times a year)
• Reduced manual errors through integrated payment references
• More officer time available for historic and high-risk cases

This shift from manual processing to self-serve payments improved collection performance while protecting officer time during peak periods.

“Voicescape helps us manage backlogs by automating basic administrative tasks, freeing up my team to deal with more complex and historic arrears.”

Monique Arthur, Senior Income Collection Manager at Barnet Homes.

Voicescape works with all major payment providers, enabling rapid deployment of secure payment links within your collections workflow. Get in touch with our team today to see how quickly you could generate measurable income and modernise your payment journey.