From the end of June, we will be introducing a new system called Voicescape to help support customers who may be falling behind on their rent.
Voicescape uses automated calls and text messages to gently remind customers when their rent account is in arrears and encourage early action. The aim is to provide timely support and make it easier to manage rent payments.
If your rent account falls into arrears, you may receive an automated phone call featuring a recorded message from a member of our Income Recovery team. The message will be tailored to your situation and will give you the option to request a call back from the team at a time that suits you.
If we don’t hear back from you, you may also receive a follow-up text message with information on how to get in touch or make a payment. This includes a secure Allpay link, making it quick and easy to pay your rent.
Calls and texts from this service will come from 01442 946620, so please be aware of this number.
This new approach is designed to offer helpful reminders and make it easier for you to stay on top of your rent. As always, if you are experiencing difficulties, we encourage you to speak to our Income Recovery team, who are here to support you.
Safe and secure
We know people can be cautious about answering calls from unknown numbers - and for good reason! Due to increasing numbers of telephone scams and telemarketing calls, it can be difficult to know what is and isn't a genuine message.
We will never ask you to give any information directly through these conversations. You will always deal with one of our team who will go through standard data protection questions with you. This will normally include your name and date of birth, but we will never ask you for bank or card details unless we are processing a payment to your rent account and data protection checks have already been completed.
We will never ask you to send us personal or financial information via text message.
If you have any concerns regarding us getting in touch with you in this way, please call us on 01442 292300.
