Improving how we support you with your payments
We’re launching a new system to make managing rent and service charges easier for everyone and provide extra support for customers facing financial difficulties. It’s called Voicescape, and it’s designed to make things simpler, faster, and more personalised for you. The system will be introduced late 2025/early 2026 for customers whose landlord is CHP, NewArch, or M&G.
What is Voicescape?
It’s a smart tool that helps us understand payment patterns and communicate more effectively with customers. It can help us:
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Send reminders and updates at the right time.
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Adjust messages to your preferred contact method (phone, email, or SMS).
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Include helpful links to make payments easier.
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Offer support if you're struggling with money or need advice.
What are the benefits for you?
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Messages that matter to you: you’ll get updates when you need them and that fit your situation.
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Faster support: We’ll be able to spot if you need help and respond to you more quickly.
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Less hassle: Automated messages mean fewer delays and clearer information.
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Better advice: Whether it’s help with Universal Credit, returned payments, or end-of-tenancy rent, we’ll be able to guide you more effectively.
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Payment links: This feature will make it quicker and easier for you to make your payments.
What do I need to do?
You don’t need to do anything for now as nothing will change for a few months. You’ll still be able to speak to our Income Team by calling 0300 555 0500. This system is here to support, not replace, the personal service you’re used to.
Your privacy matters
We take your privacy seriously. The system only uses secure data related to rent payments and tenancy. It doesn’t access personal or unrelated information, and it’s fully compliant with data protection regulations.
If you’d like to know more or need support, please contact your Income Advisor or visit chp.org.uk/benefit-advice.