Built in Liberty Create, our low-code platform, a single view of case and tenant details ensures real-time visibility of every case.
The easy-to-use centralised contact system makes it easy for colleagues to find and update tenant details, and manage team reports of notices of death, with automated notifications to relevant teams.
Timely and appropriate responses are delivered quickly by advisors, by screen popping inbound requests along with all relevant details.
Anyone in V2C can see who needs to act or who is following up, with rules-based alerts for teams and supervisors — to address delays and act when issues arise. Promoting first contact resolution, whilst improving the customer experience, tenants also get automated updates at every stage of the journey.
Redesigned workflows resulted in streamlined processes, reducing the need for manual intervention.
With greater case continuity, teams across V2C have full visibility of case progress, and colleagues can update cases and close actions when their work is completed — ensuring improved productivity and optimum use of their time.
The design team works in an iterative manner, so began by test-driving a small set of cases. The design team works in an iterative manner, so began by test-driving a small set of cases.
They chose one back office team and worked with them to transform one process at a time, changing the culture of ownership. Processes are people-centred and workflows are designed to support the internal and external (tenant) users. This collaborative building approach has resulted in standardised handling across processes — increasing V2Cs capacity to deliver improved overall outcomes.
Through Tenant Hub, Valleys to Coast is empowered to transform digital services for teams and tenants by developing apps using a low-code platform that’s a perfect fit for housing providers.
With it, they can access pre-built tenant relationship tools and case-management capabilities to provide services more efficiently and improve tenant experiences