How mhs homes group Reduced CTA by 20% Using Caseload Manager

20%

 CTA Reduction

61%

Fewer case recommendations (August 2024 vs December 2025)

102.7%

Collection rate achieved, outperforming yearly target (2025)

mhs homes group is a social landlord managing over 10,000 homes across North Kent. Challenged with a stock transfer across five local authorities and stalling arrears performance, mhs looked to fundamentally rethink income and caseload management through Voicescape’s Caseload Manager.

The Challenge

In March 2024, mhs were unable to demonstrate return on investment from their legacy income analytics product, with arrears rising over three years (from 4.04% to 4.11%). They were not seeing arrears reduction and the product was too costly, covering only a limited segment of their customers. At the time, board pressure was rising and staff were frustrated by seeing overrepresented cases frequently, such as customers on APA’s which did not require action. Out of 1600 – 1700 cases presented on a weekly basis, officers were seeing 300 - 400 cases that didn't need to be seen or investigated. This resulted in officers’ weekly workflows being congested with “no action required” cases, consuming valuable time, as the process had effectively become a tick-box exercise. They were bouncing between systems, consulting notes and actions in their HMS alongside their legacy analytics tool - a process that was becoming unmanageable.

They needed a cost-effective solution officers could trust. Investing in more efficient technology was therefore essential to meeting their income goals and board-level expectations.

The Solution

mhs homes group saw Voicescape’s Caseload Manager as an opportunity to address their mounting caseloads and arrears performance. They saw that Voicescape could provide the analytics solution they needed. After hearing Caseload Manager customers talk about their results at a Voicescape Innovation Day, mhs involved their team in early demonstrations.

Following a smooth implementation and early officer buy-in, mhs homes group began to see immediate operational benefits from Caseload Manager. Instead of working through static lists, officers could quickly see which accounts required manual intervention, which could be managed through automation, and which required no action at all.

“It has been so easy to work with Voicescape and get Caseload Manager implemented. It has been beneficial for self-serving a lot of things on the front end.”  

Matthew Eddy, Business Improvement Manager at mhs homes group.

At a management level, Caseload Manager delivered the “one-view” mhs had been missing - providing visibility not just of arrears balances, but of officer activity, intervention impact, and case progression in real time. This clarity created the foundation for more consistent decision-making, targeted intervention at scale, and measurable performance improvement.

The Results

The impact of Caseload Manager translated directly into measurable results for mhs homes group:

• Collections rates are now 102.7%, exceeding target - a sustained result rather than a one-off spike.
• CTA debt has reduced 20% in 15 months after implementation.
• Arrears position improved from 4.11% to 3.2% using Voicescape.
• 61.3% fewer cases now require manual intervention, with weekly arrears caseloads falling from 1,655 pre-Voicescape to 641. The additional capacity enabled them to bring extra income into the team without additional FTE. This demonstrates how Caseload Manager is improving coverage without increasing cost.

Both executives and frontline officers have adopted Voicescape Caseload Manager as the core income analytics and engagement solution, citing clear improvements in visibility, control and day-to-day effectiveness.

Cheryl Bell, Income Manager at mhs homes group, said:

“Caseload Manager made the team's workload manageable and our decisions timely with fewer aged cases, better first‑time resolutions, and a team that knows exactly what to do next.”

“Caseload Manager has transformed arrears revenue generation. It also allows weekly and monthly reporting which allows us to plan targeted interventions and monitor the impact of strategies. Fewer cases sit idle, officers focus on the right interventions, tenants receive timely support, and financial performance improves.”

By eliminating wasted casework, officers now focus on earlier, higher-quality tenant conversations – improving outcomes for residents while strengthening collection performance. Interested in seeing similar results of Voicescape Caseload Manager in your organisation? Get in touch with us today.