How The Hyde Group Finished £3M Below Projected Arrears Position

£3M

below projected arrears position

65%

reduction in officer caseloads

21%

reduction in Current Tenant Arrears in past 4 years

The Hyde Group, one of London’s largest housing associations and a G15 member, first adopted Voicescape Collections to improve arrears recovery. After achieving strong end-of-year results in FY24 for arrears management, Hyde wanted to build on this momentum and introduced Caseload Manager to address officer workload pressures and support earlier tenant engagement.

The Challenge

Officers were overwhelmed with unsustainable caseloads; officers were being presented with over 400 cases in arrears every week. Cases typically escalated too late, leaving fewer opportunities for officers to support vulnerable tenants. Hyde’s legacy income analytics tool flagged thousands of cases each week, but lacked prioritisation, leaving most cases without contact for weeks on end. In view of this, Hyde knew they wanted to support their tenants sooner and deliver operational efficiencies.

The team needed a solution that would:

• Enable earlier intervention before escalations occurred

• Deliver trustworthy AI recommendations officers could act on with confidence

• Significantly reduce overwhelming caseloads to manageable levels

• Free officers to deliver more proactive support to tenants who needed it most

Having implemented our Collections solution to handle automated outbound calls and SMS, Hyde knew an intelligent solution designed for caseload management would be able to address these challenges. 

The Solution

Building on Collections, Hyde implemented Caseload Manager to transform their case prioritisation and tenant engagement approach. 

Caseload Manager delivered:

• Dramatic reduction in each officer’s weekly caseloads from 400 to 140 (a 65% reduction) 
• Intelligent, AI-driven case prioritisation - more clarity meant officers could focus on the most critical cases first
• Intelligent Automation - ensuring each tenant is engaged in the most effective way

The powerful combination of automated outreach through Collections and intelligent case management through Caseload Manager gave Hyde's team the tools to work smarter, not harder.

"Caseload Manager has been fantastic in assisting the Income team with focused support and collection, and engagement with the right customers at the right time." 

Ladi Joseph, Head of Income at Hyde Group

The Results

Building on their continued success, Hyde ended the financial year £3 million below their projected arrears position, with current tenant arrears reduced by an impressive 21% since 2021.

As well as this, they achieved:

• A 65% reduction in officer caseloads (from 400 to 140 cases per officer)
• Enhanced team confidence in Caseload Manager's AI data-driven recommendations on interventions
• More meaningful tenant conversations and stronger tenant engagement

The results demonstrate the powerful impact of combining intelligent automation with strategic case management.

"With the increases in the costs of living, we have managed to show reductions year on year whilst helping our customers sustain their tenancies."

Ladi Joseph, Head of Income at Hyde Group

The Future

With Collections and Caseload Manager fully integrated, Hyde moved from reactive escalation management to proactive, data-driven tenant support, with officers now trusting AI recommendations to streamline workflows and prevent debt from escalating. Having seen substantial benefits in general needs tenancies, they're expanding their use of our solutions to drive further operational excellence.

If you’re interested in learning how Hyde adapted their strategy with our product suite, start a conversation with us today. Learn how Voicescape can help you improve your income process and see a large-scale reduction in your arrears debt.