Our new automated messaging and voice calling service
22 November 2022
The increase in cost of living is affecting many people, making it more important now, than ever before, for us to ensure we are supporting residents who need our help. One way we do this is by helping residents to sustain their tenancy by making early preventative interventions if they fall into payment arrears. From December 2022, we’ll be using an automated messaging and voice calling service to contact you if we notice that you have missed a payment on your account, so that we can work with you sooner rather than later.
We have always proactively contacted residents when we notice they may need our support with paying rent, but with the time spent not getting through to someone, we have less time to support those residents who do answer our calls. By using an automated voice calling and text service, we will be able to get through to more people and therefore support more residents.
How the messaging and voice call service works
We are using a voice calling and messaging service, provided by Voicescape, to automatically call you if you have overdue payments on your account with us which are building up. If you answer the call, the system will let you know that we are calling and what to do so that we can transfer you to a member of our income team. If you receive a text message from the system, it will let you know how to get in contact directly with our income team, rather than through our general enquiries line.
How to identify it’s us calling you
Calls and voicemails
We will be making calls to you from one of the following numbers:
- 020 8068 0304
- 020 8068 0305
- 020 8068 0306
When you answer the call, you will hear a pre-recorded message that will let you know we’re calling, to select a number on your phone’s keypad to be transferred to us and that you will not be charged for the call. If you do not answer the call, we will leave you a pre-recorded message with details about what to do.
We will send you text messages from sender ‘Network Homes’. The text message will let you know that it’s from us, which number to call to contact us and what you’ll need to quote so we can identify you.
The text and voicemails from our system will ask you to call us back on 020 8068 0304, 020 8068 0305 or 020 8068 0306, and when you do this, you’ll be transferred to one of our income officers.
What to do if you have concerns
If you would like to find out more about our new automated voice calling and messaging service or confirm that a call or text message from us is genuine, please email us at firstname.lastname@example.org for the attention of the Network Homes income team, complete our online contact us form, send us a direct message on Twitter, Instagram or Facebook, or call us on 0300 373 3000.