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    Why choose Voicescape Caseload Manager?

    Predict Behaviours

    Ingest and analyse all your resident data and identify risks

    Automate Interventions

    Intelligently route interventions where cases can be handled automatically 

    Maximise Engagement

    Drive optimal engagement with every resident, every time!

    How does Caseload Manager work?

    What is Voicescape Caseload Manager?

    Voicescape Caseload Manager is a groundbreaking solution that harnesses the power of Artificial Intelligence (AI), Machine Learning (ML), and our years of Data Science (DS) and Behavioural Insight (BI) expertise. It enables you to make personalised, automated interventions that are more likely to achieve the optimum outcome for both your officers and your residents. 

    Once implemented, our solution reviews resident behaviours and potential risks before automating every stage of the rent arrears management process. It delivers the right message, at the right time, and with the right method of contact. This frees up your officers to focus on other important areas of their work, such as supporting those in need of manual intervention.

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    Caseload Manager was awarded 'Most Innovative Product' at the 2023 Housing Digital Awards! Here's what one of the judges had to say...

    "Voicescape have gone one step further than the other leading technology providers in arrears management by automating the process until the human touch is required. Developed in partnership with Thirteen Group, Caseload Manager has improved arrears collection and reduced the amount of time spent on chasing arrears."
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    How it works

    Review individual resident behaviour and any potential risks.
    Automate each relevant stage of the arrears management process.
    Deliver the right message, at the right time, and with the right contact method.
    Maximise the likelihood of resident engagement and minimise failed transfers.
    Analyse data and insights in a single dashboard with rich visualisation.
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    Who we work with

    Some of the social housing, local authority and public sector organisations who put their trust in Voicescape’s technology solutions

    “The huge increase in claims caused by the pandemic resulted in engagement challenges with staff needing to make more manual calls. Voicescape Collections immediately allowed us to have quality conversations with customers who needed more in-depth engagement. Our customers now receive the support and positive outcomes they need.”
    Tansy Crowley-Sweet Income and Residential Property Manager at WHG
    “The initial response was massive, we received over 400 inbound calls in the first week… the phones were off the hook and the team couldn’t believe what was happening!”
    Caroline Spiers Head of Finance at Thirteen Group
    “Voicescape has allowed us to take a much more proactive approach to the way we do compliance. We’re now able to quickly identify people who are vulnerable or need extra support. The impact Voicescape Compliance has had on staff morale has also been significant.”
    Mitchell Bates Service Improvement and Performance Officer at South Tyneside Homes
    “In the last year we've built better relationships with our customers, our engagement rates have improved significantly and we've removed a letter culture from within the team – all of this while seeing collection figures above 100%! We've been able to achieve this by introducing technology - including Voicescape’s Collections platform - to make the job easier and remove a number of non-essential tasks.”
    Christopher Todd Your Homes Newcastle

    Frequently asked questions

    What is Artificial Intelligence (AI)?
    At its simplest form, Artificial Intelligence is a field, which combines computer science and robust datasets, to enable problem-solving. It is when machines are "thinking like humans" to perform tasks such as learning, planning, reasoning and identifying patterns. 
    What is Machine Learning (ML)?

    Machine Learning is the use and development of computer systems that are able to learn and adapt without following explicit instructions, by using algorithms and statistical models to analyse and draw inferences from patterns in data.

    Will Voicescape’s software scale with my business as my housing stock grows?
    The beauty of Voicescape’s ‘Software as a Service’ model is that it can be scaled to suit your ongoing business requirements. You will be assigned a Customer Success Manager and Account Manager for the lifetime of the service, so you will have the assurance that we will be on hand to help you make the most of Voicescape to meet your ongoing challenges.
    Can I configure my software to my unique business challenges?
    The Voicescape system is highly configurable to meet the demands of different bespoke use cases, campaigns and target customers. It can also be configured to flex with your internal available call handling resource. Speak to us to learn more about the system’s capabilities.
    Are you on GCloud procurement framework?

    Yes. Public sector bodies have been successfully procuring Voicescape solutions since 2010. This makes it quicker and usually cheaper for your procurement team to purchase Voicescape services, and provides you with the secure knowledge that you will be getting the best-in-class digital solution available via a more cost effective, fully transparent and legally compliant pre-tendered procurement framework.

    Realise the true potential of automation

    Take advantage of our intelligent technology to reduce the time spent on manual tasks - especially those that get in the way of supporting your residents.

    • Determine the optimum intervention for each resident to maximise engagement
    • Automate and personalise the actions that don’t require manual attention
    • Free up officer time to focus on residents who need manual intervention
    • Improve casework efficiency by bringing data and insights into a single dashboard 
    • Reduce the generation of new caseload and resulting active cases 
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    Our Net Promoter Score (NPS) is 50. This puts us in the “excellent” category and means Voicescape customer satisfaction is class-leading for a Software as a Service company.
    We are proud to support over 3 million social housing tenancies across the UK with our range of engagement technology solutions.

    Browse our other services


    Collections helps you to maximise customer engagement, release your income team’s capacity and improve arrears collection rates.

    Feedback gives you the tools you need to better understand how your customers feel. Make improvements that have a lasting impact with the feedback you collate.

    Wellbeing empowers residents, providing automated daily welfare checks so your staff can focus their efforts where they’re needed most.