Identifying service stresses and resource allocation

Valleys to Coast transformed their tenant case management processes by turning their agile principles into practices using Liberty Create, Netcall’s workflow management and rapid application development solution.

The challenge

Valleys to Coast (V2C) provides and manages over 6,000 homes across South Wales. Eager to transform the tenant experience, service staff were held back by inter-operability issues with legacy systems; no visibility of cases across two housing management systems led to duplication and poor reporting. V2C needed a single case management solution with the flexibility for in-house staff to create and adapt service apps to meet changing tenant needs.

Empowering colleagues

Customer service staff found work stressful, following up and coordinating between internal teams — and managing the tenants’ experience. The constant chasing of colleagues for updates and using manual workarounds meant the team was overstretched and demotivated. With no visibility of case progress, time was wasted as several advisors might work on the same case simultaneously. And the push to homeworking worsened the problem.

Choosing low-code

The team looked at the option of a low-code development platform to quickly and easily build custom applications and automate processes for a better tenant experience. Liberty Create offered a more cost-efficient solution with its low-code functionality, enabling iterative improvements and service expansion and delivering value to customers and colleagues in small, more frequent updates.

Valleys to Coast

“Liberty Create has enabled us to put our agile principles into practice and deliver value, often and continuously. Builders are able to iterate process updates as they see how a service is being used. And the real-time reporting is making a significant difference to understanding service stresses and how we should allocate resource.”

Neil Tamplin

IT / Digital Services Manager, Valleys to Coast

The solution

The result

  • Less data duplication
  • Redesigned workflows
  • Real-time case visibility
  • Productive staff
  • Upskilled staff
  • Single view case management
Valleys to Coast

Working alongside the Netcall development team creating new solutions has been great. It’s enabled us to grow our capability to develop our own applications, whilst also developing standardised modules that can be shared openly with other Housing Associations and councils as a template. Given that we all wrestle with similar challenges, I’m excited to continue to work in the open and collaborate with others on shared problems and solutions.

John Harrison

Neil Tamplin

IT / Digital Services Manager, Valleys to Coast

Supporting productivity and upskilling

Rather than waiting on vendors, Liberty Create supports team productivity and upskilling with simple-to-use low-code.

It is easier to pivot to specific priorities for the quick wins, whilst addressing larger issues. And because low-code empowers colleagues to develop systems, there is increased engagement and buy in.

Hear it for yourself



less data duplication

productive staff


case visibility

Agile case management

Find out how you can quickly and easily produce applications and automate processes for a better tenant experience

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