In June, we drove down to London for a live event focussing on the multi-award-winning Voicescape Caseload Manager. The artificial intelligence and machine learning solution has completely transformed traditional income collection methods for a number of social landlords. For a comprehensive overview of the technology, we invited our customers to share their expertise and insights. 

Didn’t manage to make it? Here are the key takeaways.

What is Voicescape Caseload Manager?

The cost-of-living crisis is putting immense pressure on social housing associations to make personalised interventions and collect rent with care. As such, the need for efficiency and smarter decision-making to support tenants and teams is more important than ever.

Enter: Voicescape Caseload Manager. 

This ground breaking income analytics and engagement solution uses intelligent automation to enable a risk-based approach to income collection. By reviewing resident behaviours and risks before automating interventions, it allows you to deliver a smaller and more accurate workload, driving positive outcomes for teams, tenants, and your organisation. 

The benefits of Voicescape Caseload Manager 

Using the platform, you can: 

• Personalise each intervention based on tenant behaviours and engagement history to maximise customer engagement 
• Send the right message, at the right time, via the right method of contact to maximise engagement 
• Spend more time focusing on vulnerable tenants who require additional support to sustain tenancies and create long-lasting tenant relationships 
• Leverage the most effective use of your resources for debt recovery 
• Reduce the number of tenants in rent arrears 
• Future-proof your organisation with artificial intelligence and machine learning 
• Support officer mental health and wellbeing to create resilience and retain staff 

Voicescape has 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 a customer, Caseload Manager has improved arrears collection and reduced the amount of time spent chasing arrears.”

– Housing Digital Innovation Awards Judge 

How is it working for Thirteen Group? 

During the event, we were joined by Chris Marshall, Head of Housing Services at Thirteen Group, who worked closely with our team to develop Voicescape Caseload Manager.

Thirteen Group owns and manages 35,000 homes across Teesside, the North East, and Yorkshire. In 2021, the housing association, like many others, faced the challenge of improving debt performance, streamlining processes, and freeing up time for officers. 

Their objective has always been to deliver a great customer experience, provide quality places to live, improve neighbourhoods, foster a positive company culture, and achieve net-zero emissions. To address these goals, they collaborated with our social housing experts to develop Voicescape Caseload Manager to work with Voicescape Collections – a complementary system that automates outbound engagement. 

Following the initial partial launch of Caseload Manager deploying its manual capability, Thirteen Group began to explore the broader potential of the tech’s automation elements. Just five months later, having proved its capabilities, their team decided to unplug their legacy income collection analytics solution and focus on Voicescape. This choice was driven by overwhelmingly positive colleague feedback, which not only validated the technology within the user base, but demonstrated its potential for enhancing their rent arrears position. 

Since implementing the now award-winning solution, Thirteen Group has seen significant improvements in debt performance. It also enabled the housing association to streamline its processes, freeing up time for employees to provide tailored support when needed. 

• 80% of employees said it has allowed them to do their job better, and reported a positive impact on their overall wellbeing. 
• 86% agreed that automated calls make their jobs easier. 
• It has reduced the number of arrears cases requiring manual action by 65% overnight. 

Voicescape has 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 a customer, Caseload Manager has improved arrears collection and reduced the amount of time spent chasing arrears.”

– Housing Digital Innovation Awards Judges

What about The Hyde Group? 

We were also joined by Matt Ostler, Head of Income Services at The Hyde Group, who shared his experience of the solution and its positive impact on their income collection process, tenant engagement, and arrears reduction. 

The Hyde Group owns and manages over 50,000 properties nationwide, which presents challenges for rent collection. To achieve a comprehensive understanding of their customers and their arrears position, the housing association sought a solution that could seamlessly integrate with Voicescape Collections. 

Impressed by the proficiency and compatibility of Voicescape Caseload Manager, The Hyde Group adopted the solution, first deploying its manual capability. The housing association now has a user-friendly dashboard that gives officers a holistic view of customer payment behaviours, transaction types, and contact information. 

Prior to implementing Voicescape Caseload Manager, officers had to navigate spreadsheets containing over 3,000 accounts in arrears – making it difficult to prioritise their work effectively. The new system has significantly reduced this caselist to 150-180 accounts per week, giving officers more time to focus on residents who require detailed personal attention. These figures will no doubt drop even more once the automation element of the solution is fully turned on – currently, around 65 cases are being automated per week.

Voicescape has 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 a customer, Caseload Manager has improved arrears collection and reduced the amount of time spent chasing arrears.”

– Housing Digital Innovation Awards Judge 

Ready to revolutionise your approach to income collection? 

In the current economic climate, social housing associations must go the extra mile to make personalised interventions and collect rent with care. By utilising modern tools that drive operational efficiencies, your organisation can maintain a solid financial position – even during challenging times.

Book a demo with one of our social housing experts today to learn how Voicescape Caseload Manager can work for you.