We've expanded our partnership with Voicescape to boost efficiencies in arrears caseload management

Voicescape, the UK’s leading provider of resident engagement solutions, has won a competitive selection process to expand its partnership with ourselves.  

With 50,000 homes across the Midlands, we have already improved customer engagement and driven cost savings using Voicescape’s Compliance and Engage solutions.  

Now, we have chosen Voicescape’s Caseload Manager solution to boost efficiencies in arrears caseload management.  

First introduced in 2021, the multi award winning Caseload Manager represents a major step change in the application of AI arrears management in UK social housing.  Built on a foundation of rigour, clarity and measurable outcomes, it intelligently minimises arrears case lists and automates optimal interventions to free up frontline staff to focus where human judgement proves most valuable.  

Caseload Manager enables us to deliver personalised, automated interventions.  By combining higher repayment success rates with earlier support for vulnerable tenants, the organisation saw fewer evictions and better tenancy sustainment.  

As well as AI, the solution leverages data science, and behavioural insights to understand the complexities of each person’s circumstances and deliver the right type of intervention at the right time.  

The decision was made after a comprehensive appraisal solutions on the market.  

Michael Bruce, our Director of Customer Contact and Rent Services said: “We’re always looking for ways to improve how we support our customers and manage arrears more effectively.  Our partnership with Voicescape has already helped us to communicate better with residents and streamline our processes. Expanding this work through Caseload Manager will help our teams focus on the right cases at the right time, ensuring we can provide early support to those who need it most.”  

In 2023, along with Voicescape we won the Best Customer Impact category at the NHMF Awards, thanks to the results of their partnership in the deployment of the Compliance solution.  

Gary Haynes, Managing Director at Voicescape said: “Our work with Platform has already made a measurable difference to its customers, so we’re encouraged to see this partnership take another step forward.  With Caseload Manager, Platform will be able to assess customer behaviours and risks earlier and intelligently automate each stage of rent arrears management.  By delivering the right message, at the right time, through the most effective channel, frontline officers can instead focus their time and expertise where it matters most, helping customers sustain tenancies and preventing arrears from escalating, while keeping customers at the heart of decision making.”  

Since its launch, Caseload Manager has been adopted by 45 registered social landlords across the UK, with 100 per cent growth in customer numbers in 2024 and a perfect product retention rate.  

For further information please visit www.voicescape.com/services/caseload-manager.   

Photo caption : Caseload Manager intelligently minimises arrears case lists and automates optimal interventions to free up frontline staff to focus where human judgement proves most valuable.