Prioritise resources

Free up scheme coordinators from the inefficient and slow process of manually calling residents, giving them more time to focus on providing care to those who truly need it.

Tailor daily check-ins

Cater to each tenant’s contact preferences so there’s no need for them to wait by the phone.

Build relationships

Create and maintain sustainable relationships with tenants who appreciate the control they have.

Trusted by the sector

Why Wellbeing?

Help officers identify trends and concerns quickly

Enable better resource allocation across schemes

Allow officers to cover multiple schemes and focus on more complex cases

By automating daily welfare calls, your officers will have significantly more time to prioritise tenants with urgent, more complex needs. Your residents will feel empowered to live as independent a lifestyle as possible, with bespoke calling plans to meet their specific preferences. Through effective and efficient triage of resources, you’ll develop a resident-centric approach to wellbeing

Our online portal is managed at two key levels: the individual resident, and each scheme. At the scheme level, the system can be tailored to comprise groups of residents with their own tailored care plans, call schedule, history, contact preferences and alarms. The care plan for each scheme will dictate the calling times and preferred contact methods for all residents

Since using Voicescape, we’ve seen a real difference in how we engage with our customers. It’s not just about efficiency—it’s about making sure the right support reaches the right people at the right time.

Matthew Trueman
Care and Support Manager at Thirteen Group
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Every morning we are able to respond in a measured and focussed way to those tenants who need us most . We are confident we are alerted to those who are relying on us first and we are enjoying the extra time elsewhere to engage with tenants.

Jackie Baird
Assistant Area Manager at South Tyneside Homes
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Success Story

Enhancing Customer Wellbeing at Thirteen Group

Thirteen Group, one of the largest housing associations in the North East, is dedicated to providing homes and support services to over 70,000 customers. With a strong focus on customer wellbeing, Thirteen Group sought a proactive approach to identifying and supporting vulnerable tenants at risk of social isolation and other wellbeing concerns.

93%

of residents said they feel safe in their homes

96.4%

of residents said Thirteen are helping them live independently

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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Compliance Helping you meet your obligations by automating the way you book, confirm and reschedule tenant visits through engagement. This helps to reduce no access and improves overall efficiency.

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Feedback Gain instant feedback from tenants and make data-driven service improvements with automated satisfaction surveys immediately after a transaction.

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Frequently asked questions

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.

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.

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.

Does Voicescape work with my existing housing management system?

Voicescape has been developed over 2 decades. In that time, we have developed to work with the leading housing management systems including, but not limited to: Active H, Areon, Capita, Civica, MIS, Northgate, Orchard, and some In-House developed systems.

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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