Clyde Valley embraces low-code to transform social housing experience
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.
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
16,533
repairs in 2022/23
Instant
appointment bookings
More
time for complex cases
“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
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:
Get common housing management problems resolved faster using up-to-date, actionable data. Find new ways to meet customer needs and improve tenant satisfaction
Valleys to Coast needed a single case management solution with the flexibility for in-house staff to create and adapt service apps to meet changing tenant needs.
Cairn were trying to tackle tenants’ growing needs to request a service or make a payment, at a time and using a method convenient to them. Disconnected back-office systems were holding Cairn back, and causing their team to use workarounds, which added additional complexity and often resulted in errors or stages being missed
A digital team, formed of citizen developers and traditional IT staff, are providing low-code enabled Innovation-as-a-Service for the council’s evolving requirements.