How Moat Reduced Their Arrears by 14% With Caseload Manager

14%

reduction in arrears

42%

reduction in CTA caseloads

Moat is a housing association providing essential homes to the Southeast. When their arrears increased, they saw the threat this posed to their customers as well as the business and identified areas to improve for more efficient caseload management.

The Challenge

After four years of increasing arrears, Moat knew it was time for a change in their operations. The impact of the cost-of-living crisis and increased inflation rates meant more and more customers required expert support from the Income and Advice Services Team. To meet this demand, they wanted to find a case management solution which freed up time, facilitated all tenures, and was cost effective to the business.

The Solution

Collections and Caseload Manager proved to be the perfect solutions for Moat. They went live with them for rented and shared owners in early 2024, experiencing a very quick implementation period of just six weeks. They then gradually rolled out the solutions across the remaining tenures. With help from our Customer Success team, Moat formulated an automation strategy with tailored messaging, synced their customer relationship management platform and set up SMS payment links via allpay.

The introduction of Voicescapes features into the Income and Advice Services team has been an absolute game changer. Caseload manager was easy to set up and customise and immediately reduced caseloads for our income officers in a smart and intuitive way.

Lee Day, Income and Advice Services Manager at Moat

The Results

Since going live, Caseload Manager has had a huge impact on the caseloads of Moat’s officers, supported by positive figures and changes. For instance, their current tenant arrears (CTA) caseload reduced by approximately 42% (despite added tenures). This operational change enabled them to carry out a full integration of multi-tenure arrears management – with former tenant arrears (FTA) and sundry debts subsequently transitioning to income officers. By utilising Caseload Manager, Moat also noted reduced software expenditure, lower staffing costs and a huge 14% drop in rent arrears from 3.99% to 3.41% in 2024/2025 - they’re now on track to reach 2.9% by 2025/2026.

Development of Caseload Manager has continued since launch and the product support from Voicescape has been excellent. If they can make something happen, they will, and if they can’t introduce a feature straight away, it goes into the pipeline for a future patch.

Collections has also been the thing that really shines! Automation has helped us reach so many more customers every week, and we have complete control over the module at the click of a button. It continuously helps us create more opportunities for our customers to make a quick and easy payment, or to dial into the income team to talk about their concerns.

Lee Day, Income and Advice Services Manager at Moat

Overall, there had been consistent arrears reduction across all tenures. This meant Moat’s team had time available to clean up and write off aged FTA and sundry debt.

I am confident Voicescape is a key reason why our rent arrears are steadily reducing, and I believe they will continue to develop their products in our interest’s way into the future!

Lee Day, Income and Advice Services Manager at Moat

The Future

Moat are now using Voicescape to support income officers more efficiently and reduce arrears, delivering higher levels of visibility on cases and ultimately saving officers time and resources. With more tasks on the horizon, they are using Caseload Manager to better connect with their communities and help vulnerable tenants who need support.

Caseload Manager is a powerful automation tool designed to help housing providers reduce arrears, manage their caseloads and create personalised, automated interventions through the power of AI and machine learning. Get in touch with the Voicescape team today and discover how we can help boost your arrears collection and maximise engagement with your tenants.