Agile case management

Valleys to Coast transforms the colleague and tenant experience with a single case management 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 at the same time. And the push to homeworking worsened the problem.

Choosing low-code

To quickly and easily produce applications and automate processes for a better tenant experience, the team looked at the option of a low-code development platform. Liberty Create offered a more cost-efficient solution with its low-code functionality — enabling iterative improvements and service expansion — 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



less data duplication

productive staff


case visibility

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

Agile case management

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

More case studies

Camden Council | Connected citizen views

Making a real difference across their community, Camden Council has a vision of giving its citizens a great customer experience, with more choice. To build a holistic, connected view of their citizens, they needed a new CRM system to gain insights into the needs of citizens.