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
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.
The solution
Our omnichannel contact centre, Liberty Converse, addresses high volumes of inbound calls and emails and provides a central point of contact for all customer requests.
Customer feedback is recorded in real-time, with effective reporting on calls, emails and case volumes. Acting as a single triage point for all inbound contact, agents enjoy more autonomy, consistent processes and a clear view of an individual’s contact history.
The case management portal Tenant Hub is built with low-code and powered by Liberty Create. Its ultimate goal is to enable customers to raise repair cases themselves.
Tenant Hub provides access to pre-built tenant relationship tools and case-management capabilities to deliver services more efficiently and improve tenant experiences.
Each element of Clyde Valley’s case management system is fully customisable, with transparent workflows, instant appointment bookings, reporting and scheduling of repairs with contractors.
Integrated with its housing management system, Clyde Valley has end-to-end views and historical records of every customer request, from the first point of contact to repair job bookings.
By automating workflows, errors are reduced, resources are efficiently managed, and tenants benefit from a streamlined customer experience.
Urgent repairs are handled at the point of contact to prioritise emergency jobs. Rather than booking an appointment as with routine repairs, agents raise a job with a contractor immediately and have to complete a reminder check to confirm the booking.
With most case types relating to repairs, Clyde Valley aims to enable customers to raise repair requests themselves – with helpful images, descriptions and advice.
This will enable tenants to book appointment slots to suit their schedule and communicate directly through the portal with repair staff in the case of rescheduling or special requests.
Contractors can log in to the portal to view all repairs via an easy-to-use interface.
“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 result
21k+ Cases
repair cases raised by the contact centre at the first point of contact
40% Raised
repairs raised on Liberty Create (and rising)
40% Decrease
in complaints volume
Appointments offered
at the point of contact
Faster logging
of repairs with contractors
More time
for the repairs team to deal with complex cases
Right first time
more repairs were completed correctly the first time
Verified by Clyde Valley Housing Association – September 2024
“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
Hear it for yourself
Ongoing 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 focused on continuous improvements with:
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Logging technical inspections centrally
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A secure payments interface to enable agents to take rent payments through Liberty Converse
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Pre-tenancy portal with Docu-Sign integration
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RPA to drive more efficiencies