Communicate information with speed
Sending alerts, reminders, or notifications to tenants is key to social landlords ensuring critical information gets to tenants with speed. Voicescape technology enables mass communications campaigns to reach large numbers of users instantly.
Getting local updates to the right people
Several of our customers use Voicescape technology to inform tenants about specific local incidents such as fly-tipping, or even notifications about the impact of floods.
Target specific geographies or groups of tenants
Communicating messages that are relevant to customers is key to a successful communication campaign. Voicescape technology can be used to segment groups of tenants for highly targeted communications.
Related Case Studies
Your Homes Newcastle improve payments with 'rent-first' communications
In 2018, Your Homes Newcastle’s tenancy agreement changed from 50 weeks rent charge to 52 weeks result in no rent-free periods, that normally overlapped the Christmas period. As this time of year is common for missed payments, Your Homes Newcastle used Voicescape technology to reach out to tenants with a ‘rent first’ message. With Christmas being an additional expense for the majority of their tenants, they ensured that all tenants received at least one form of contact with additional focus on those higher risk groups such as families and tenants whose arrears increased the previous year. The results from the exercise showed an improvement on the number of payments received and an increase in positive contact.
Promote specific services, events or news
Broadcasting information can be an integral part of any communications plan. With Voicescape solutions, social landlords can reach thousands of customers with single clear message to promote relevant events to local areas, update tenants on communal service delivery or share local news.
Related Case Studies
Driving attendance at events
Your Homes Newcastle celebrate Customer Service Weeks in October each year, inviting tenants to join in on six pop-up event across the city. They use this as an opportunity to talk to customers and raise awareness of some vital and often hidden services including Support and Progression, Financial Inclusion, Employability, Safe Living, Ostara, and Estate Services. They used Voicescape technology to communicate the details of events to residents in each local area. The events were a great success with tenants referred to other services for additional support Your Homes Newcastle can offer.’
Engage Employees
Effective communication is known to increase employee engagement, boost team morale and drive focus around business objectives. Voicescape solutions can provide accurate objective visibility on an individual’s performance, which supports a focus on business objectives. Voicescape technology has also been used to reach employees as part of an internal communications campaign.
Related Case Studies
Jigsaw improve quality of satisfaction survey data
Jigsaw makes a real effort to understand tenant sentiment to develop and improve services. It has also used the satisfaction data Voicescape obtain to inform decisions on employee pay. Voicescape technology enables this as managers are provided with the detail on which employees achieve high satisfaction rates and which do not.
Tracey Adu, Assistant Director of Corporate Services – Connect, explains: “Doing surveys manually, 90% of those we would speak to would be satisfied, which doesn’t help us learn and develop. Using Voicescape technology helped us to reach much higher numbers as well as helping us understand where we weren’t performing well and enable us to follow up suggestions on how we could take steps to improve that. The actions we have taken as a result of this show our tenants that our survey process is meaningful to us and them. This has increased employee engagement and created a high level of interest in the results.”
Rates of satisfaction among tenants have increased since the Jigsaw started using Voicescape technology to support this programme and they continue to have response rates for the repairs survey of around 50%.