We couple rigorous behavioural science with technology to help social landlords develop more effective customer engagement and sustain tenancies.
Voicescape help social landlords to sustain tenancies through better engagement around the main touchpoints of the tenant-landlord relationship. Sustainable tenancies are at the heart of social housing as they balance the sector’s dual commitment to social purpose and commercial viability.
Our blend of insight and technology services represents a unique offer in the sector; data science informs where to focus the effort and resource, behavioural science shapes the form of those interactions to deliver the greatest impact, and digital technology helps streamline communications to make sure your contact with tenants is comprehensive, efficient and effective. Voicescape has 15 years’ specialist experience of the housing sector – working with a large number of social landlords across the UK, whose stock range from 2,000 to almost 100,000 – and our services are equally effective and well evidenced across this spectrum.
Voicescape’s Technology platform encompasses 4 services:
Voicescape’s Collections service uses digital technology to drive inbound contact with tenants who are in arrears. Our clients typically engage with over 60% of their monthly arrears caseload via inbound calls. The resource implications of this approach are significant, providing capacity to reach the more complex cases. Often the income team can intervene earlier with more cases, which creates outcomes that are more sustainable for both the tenants and for the organisation.
Voicescape Feedback helps landlords to get a clear picture of how tenants feel about the services that are being delivered, and creates a more responsive approach to managing any dissatisfaction that arises. The use of digital technology means we are able to achieve average response rates of around 35%. This level of feedback helps to strengthen the tenant-landlord relationship, whilst helping ensure services are delivered with the greatest efficiency. The timely manner of the service also provides the opportunity to resolve any issues quickly, whilst at the same time gathering data for insight and analysis purposes to help drive constant improvement.
Voicescape Compliance helps social landlords to meet their statutory obligations around property maintenance by utilising digital technology. Our service engages tenants who are due visits, appointments and inspections, offering landlords the opportunity to completely automate the booking, confirmation and re-booking process. The Compliance service can deliver operational efficiency savings of over 80% and drive up compliance visit bookings by 250%.
Landlords with sheltered accommodation will understand the resource pressures adult social services are facing. Voicescape Wellbeing offers landlords the opportunity to automate and streamline daily welfare checks, with a high degree of personalisation to cater for tenant preferences. As a manual process, welfare checks are inherently inefficient and can be restrictive for residents. Our Wellbeing service helps to engage with tenants in a way that they are comfortable with, whilst allowing resources to be freed up to focus on more critical matters.