Pioneering digital tenant services

Clyde Valley embraces low-code to transform social housing experience

The challenge

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.

Meeting tenant expectations

Tenant expectations are evolving all the time. Tenants expect to engage online and Clyde Valley wanted to meet that demand by delivering self-service for key transactional services like complaints, enquiries, repairs and payments.

They put in place a case management portal built with low-code, powered by Liberty Create, to provide self-service, effective monitoring and to give the team end-to-end control over repairs.

“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

The solution

“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

The result

  • 16,553 repairs completed in 2022/23
  • 40% repairs raised on Liberty Create, and rising
  • Appointments offered at point of contact
  • Faster logging of repairs with contractors
  • More time for repairs team to deal with complex cases

Tips & lessons learned

  • Involve your repairs team as much as possible
  • Involve your customers
  • Involve your contractors
  • Design it for someone with no repairs background
  • Make sure everyone understands the main goal
Future developments

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 focussing on the next developments, including:

  • Logging technical inspections centrally
  • A secure payments interface to enable agents to take rent payments through Liberty Converse
  • Pre-tenancy portal with Docu-Sign integration
  • RPA to drive more efficiencies

Impact

16,533

repairs in 2022/23

Instant

appointment bookings

More

time for complex cases

Improve tenant engagement

Get common housing management problems resolved faster using up-to-date, actionable data. Find new ways to meet customer needs and improve tenant satisfaction

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