Voicescape rent support contact system

Voicescape is a technology service used by Nottingham City Council Housing Services and many other local authorities and housing associations to help us communicate with you more efficiently.

We're using it to make automated calls to contact you about your rent or former tenant arrears. 

Using Voicescape helps us reach more tenants while freeing up our staff to focus on providing support where it's most needed.

To find out more, visit the Voicescape website.

If there's an issue with your rent account or you're no longer a tenant of ours, but still have some arrears, you might start to receive automated phone calls asking you to speak to a member of our team or to arrange a call back by selecting different options through your phone.

If you're a current tenant, the number that will show on your phone will be 0115 718 6517 or if you're a former tenant, the number to look out for is 0115 718 6518

When you answer the call, you'll hear one of a number of different recorded messages, depending on the reason you're receiving the call.

The message will always introduce ourselves as Nottingham City Council Housing Services and why we're calling.

You'll then be given a couple of options - usually the option to be put through to a member of our team by pressing 1, requesting a call back at a different time by pressing 2 or hearing details of how to contact us at a convenient time for you.

Calls received will only ever come from 0115 718 6517 if you're a current tenant or 0115 718 6518 if you're a former tenant.

The system will never ask you to put any payment, bank or personal details. If you receive any calls claiming to be from us that ask for any information like that, please hang up and call us on 0115 915 4920 straight away to let us know.

Calls from the Voicescape system will only ever act as a means to help direct you to the appropriate team to help you with an issue relating to your rent or arrears.

Calls will be made Monday to Friday between 8.30am and 5pm.

If we call you and you're able to answer, please do as the sooner we can speak to you, the sooner we can help. If the time of our call isn't suitable, you'll have the option to rearrange a call back at a suitable time.

If you don't answer, a voicemail will be left with information about what you need to do. We'll also follow this up with a text message to let you know that we've tried to call. 

Yes! We'd love you to get in touch with us as soon as there's an issue if you're struggling. The sooner we hear from you, the sooner we can help you.

You can call us on 0115 915 4920 or email us about your rent at rents@nottinghamcity.gov.uk or moneymatters@nottinghamcity.gov.uk if you're having money problems.

You can also text the word RENT followed by your name and message to 07860 041 676 and a we'll call you back (this number is only for text messages, please don't use it to call)

If you've ended your tenancy, but still owe us money, call us on 0115 915 4920 or email FTA@nottinghamcity.gov.uk