Predict Behaviours

Ingest and analyse all your tenant data and identify risks

Automate Interventions

Intelligently route interventions where cases can be handled automatically  

Maximise Engagement

Drive optimal engagement with every tenant, every time! 

Trusted by the sector

Why Caseload Manager?

Utilise AI and Machine Learning to predict tenant behaviours

Recommend individual cases for manual review, automated communications or leave alone to run as expected.

Reduced case lists for review improves officer capacity, increased engagement improves income collection

Voicescape Caseload Manager is our award-winning solution that reviews individual resident behaviours and potential risks before intelligently automating each stage of the arrears management process. The right message is delivered at the right time, and with the right method of contact – for every resident.

Alongside providing more time for officers to have meaningful conversations with tenants, Caseload Manager provides numerous powerful operational and management dashboards that provides all debt in one view, reduces swivel chairing and is easy to use.

We’ve seen great results already for this financial year, and we're on course to have an even better year. I’ve got to say a lot of that is thanks to Voicescape.

Ladi Joseph
Head of Income at Hyde Group
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We’re an organisation committed to continuous improvement, putting customers at the heart of that. When something proves its value, we commit fully, and Caseload Manager has absolutely proven itself.

Leanne Merga
Head of Income and Money Advice at Stockport Homes
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If you're considering Caseload Manager - definitely do it. It's time-saving, staff-friendly, and delivers real results.

Selina Bhambra
Income Recovery Team Leader at Greatwell Homes
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Success Story

How Caseload Manager helped Stonewater reduce debt by £1.37m

Amidst challenging economic conditions, Stonewater analysed their customer base and identified that 28,500 of their households were struggling financially. Naturally, this led to challenges around income management and an increase in arrears. Stonewater realised that the legacy income analytics product was increasingly no longer fit for purpose as the team struggled to work through the excessive caseloads it was presenting and provide the right levels of support. So, they sought a solution that could help their team take back control, drive efficiencies in their income management processes and tackle the growing arrears – that’s where Caseload Manager came in.

71%

reduction in manual workload

£1.37m

reductio in gross debt

Collections for Revs & Bens Collections helps streamline the debt collection process and the automates the vast number of tasks required to reach residents in arrears whilst not overstretching your existing Revenues & Benefits team resources. Allowing more time for higher quality, proactive conversations that drive successful outcomes and avoid costly escalations.

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EngageConfigurable solution designed to deliver powerful results. Transform any costly and ineffective outbound calling activity into productive inbound calls or actionable insights. Landlords are increasing using this technology to manage and monitor current and historic damp and mould cases or helping you to reach TSM targets.

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Collections Collections helps to streamline the rent collection process and the automates the vast number of tasks required to reach customers in arrears. Allowing officers time to focus their efforts on tenant engagement.

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Agreements Manager A breakthrough in managing tenant payment agreements. Discover the missing piece in your income analytics digital toolkit that will empower you to reduce break rates and arrears, and improve financial outcomes for you and your tenants.

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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.

What type of onboarding and customer support is included with this service?

We know that the customer on-boarding process is particularly important to making sure you get the best results from using Voicescape. Our On-boarding Team will therefore guide you through the product to get you started, at which point your dedicated Customer Success Manger will take over the relationship to maintain continuity of service but also ensure you are achieving your goals.

References: who else is using Voicescape’s technology, and can I get references?

We are able to provide you longstanding reference upon request from leading UK public sector organisation clients and financial institutions … just ask us and we’ll be happy to provide.

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 challenge

Can we use this in conjunction with our predictive analytics solution?

Voicescape has been developed to works seamlessly with the major predictive analytics providers used within social housing and local authorities. Whatever the format data comes from your predictive analytics software, it can be imported to your Voicescape platform. In fact, when used in conjunction with Voicescape, having predictive analytics can usually provide you with even greater efficiencies.

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.

Collections

Collect rent arrears with ease

Whether it’s CTA or FTA, utilise automation to encourage customers to get in touch with you and release your income team’s capacity so they can work on the most complex cases.

From outbound to inbound

Outbound calls are time-intensive and unproductive. Build trust through technology so customers reach out to you.

Tailor your services

By investing in customer relationships, you can better understand their challenges and find solutions that best suit their needs.

Do more with less

Automating manual processes gives your team back valuable time to engage effectively with more of their caseload.

Learn more about collections

Caseload Manager

A major step change in the intelligent automation of arrears caseload management

Make personalised, automated interventions that are more likely to achieve the optimum outcome for you and your residents.

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!

Learn more about caseload manager

Compliance

Supercharge your inspection and compliance regime

Utilise digital technology to meet your property maintenance statutory obligations. Book, confirm and reschedule appointments effortlessly with an automated solution that drives efficiency.

Increase compliance visit bookings

Engage tenants who due are gas and electrical safety visits, appointments and inspections and drive up compliance visit bookings by 250%.

Create an audit trail

Easily refer back to a comprehensive audit trail that outlines each engagement attempt

Cut costs

Remove the cost of sending letters to book, confirm and reschedule appointments and reduce ‘no-access’ visits.

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Feedback

Get a clearer picture of how tenants feel

Ask customers for feedback at the point of service delivery. Solve problems quickly, satisfy customers and strengthen relationships across the board.

Make data-driven service improvements

Collate feedback and use it to make decisions that make a noticeable difference to tenants.

Track performance

Send instant surveys, set targets and track KPIs so you know exactly how your tenants think you’re performing.

Free up resources

Give your customer service team resources and time back to focus their efforts where it really matters.

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Engage

Easily run campaigns with multiple use cases

Roll out ad-hoc campaigns to capture feedback and establish non-transactional engagement, such as tenant welfare, using your existing resources.

Establish welfare

Identify tenants most in need of support

Manage campaigns

Run campaigns with multiple use cases

Gain feedback

Provide options for conversation and feedback

Learn more about engage

Wellbeing

Technology that assists independent living

Automate daily welfare checks and free your sheltered housing teams to engage residents with the greatest need.

Allocate resources effectively

Easily identify the people who are most in need of support and allocate your resources accordingly.

Give residents control

There’s no need for residents to wait by the phone for a daily call. Give them the freedom to choose how and when to be contacted.

Build good relationships

This freedom will lead to more sustainable, positive relationships with residents, making future engagements quick and painless.

Learn more about wellbeing

We’ll help you…

Connect with your communities, strengthen relationships and build sustainable tenancies.

Create a culture of innovation based on a people-centred approach

Reach the right people — at the right time — with the right message

Award winning services

Simple and streamlined integrations

Voicescape’s product stack is developed to work with all popular technologies to make setup seamless. Whatever housing management, asset management, predictive analytics or telephony systems in the ecosystem you already have, Voicescape arrives with the ability to share information between platforms.

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