Clyde Valley improves workflow processes to transform social housing experience
Clyde Valley Housing Association has delivered social housing since 1996, managing around 4,800 properties. To achieve its goal of providing a social housing experience that rivals the best service providers, Clyde Valley needed an effective case management solution.
Clyde Valley Tenants wanted to engage with their housing provider online. Clyde Valley also recognised that more engagement through digital channels would relieve the burden of inbound calls on their customer services team, so they set out to meet that demand by offering tenant self-service channels for essential transactional services like making complaints, enquiries, repairs, and payments.
They implemented a case management portal built with Liberty Create’s drag-and-drop low-code solution to provide self-service engagement, monitoring and reporting, and end-to-end control over their repair process.
“We knew we wanted to be able to do things in-house ourselves. We wouldn’t have had the flexibility to be able to develop our own kind of offerings quickly and cost effectively with an out of the box system.”
Paul Byrne
Senior Business Improvement Officer, Clyde Valley Housing Association
“Low-code was the obvious answer for us. We wanted to be able to build our own case types and workflows and do that on a system that was easy to do, where we didn’t need code and expertise to do that.”
Paul Byrne
Senior Business Improvement Officer, Clyde Valley Housing Association
To continue to raise the number of jobs through Liberty Create’s case management portal — and free up staff to focus on more complex tasks — Clyde Valley’s team are focused on continuous improvements with:
21,000+
repairs raised in contact centre
Instant
appointment bookings
40%
reduction in complaints volume
Get common housing management problems resolved faster using up-to-date, actionable data. Find new ways to meet customer needs and improve tenant satisfaction
Cairn were trying to tackle tenants’ growing needs to request a service or make a payment, at a time and using a method convenient to them. Disconnected back-office systems were holding Cairn back, and causing their team to use workarounds, which added additional complexity and often resulted in errors or stages being missed
A digital team, formed of citizen developers and traditional IT staff, are providing low-code enabled Innovation-as-a-Service for the council’s evolving requirements.
