Housing & Property Management Use Cases

Practical housing provider use cases across connected tenant experience, operational efficiency, case/incident handling, workforce enablement, legacy modernisation and embedded intelligence – delivered end-to-end on Liberty.

Housing teams are stretched

Tenants expect clear updates, quick repairs and fair outcomes. New duties (eg damp and mould risk, tenant satisfaction measures) add pressure.
Legacy systems slow change. Accessibility and safety are non-negotiable.

Liberty helps you build accessible, end-to-end services without replacing underlying software such as housing management systems. You get a foundation for a single view of tenant, property and case, low-code tools for service teams and access to prebuilt templates and integrations shared by peers in the community – so you can move
faster with control.

Clarity & confidence

Tenants expect quick updates, clear communication and fair outcomes – across every channel.

Efficiency & assurance

Housing teams need efficient, compliant processes – connecting people, property and data with full visibility and control.

Common needs and pressures

Shift demand to self-service, with clean handoff to people when needed

Faster, fair complaints 
handling that aligns to Tenant Satisfaction Measures (TSMs)

Repairs and appointments that run on time, with fewer revisits

Damp and mould risk detection, engagement and follow-up with audit

Income collection and arrears support that targets risk early

What does Liberty do for housing and property management?

Connected customer experience

Make it easy to raise repairs, get updates and request support – with a modern, accessible contact operation behind it.

Repairs requests and appointments

Tenants log issues, share photos/video, pick slots and receive reminders. If they switch to chat or call, the agent sees the same case and history.

Rent support and payment plans

Guided flows assess circumstances, suggest options and set a plan with consent. Sensitive handoff to advisers keeps dignity intact.

Complaints and Tenant Satisfaction Measures (TSMs)

Simple intake across channels with clear timelines and status tracking. Updates are plain English and WCAG compliant.

Contact centre and Customer Experience

Voice, chat, email and SMS in one desktop. Assistants deflect routine questions. AI routing prioritises vulnerability and intent. Workforce Management flexes coverage. A unified agent desktop removes tab-hopping.

Operational efficiency and process automation

Join people, systems and data so workflows automatically and exceptions stand out.

Repairs, orchestration and contractor scheduling

Raise jobs with the right skills, parts and access info. Push updates to tenant and operative automatically.

Voids and lettings

Coordinate safety checks, works and offers. Track milestones, produce letters and keep applicants informed.

Digital letters and notices

Generate compliant communications from approved templates in accessible formats; auto-file to the case.

Income collection automations

Prioritise workloads, trigger proactive nudges and escalate by policy – with full audit.

Batch and file integrations (when APIs aren’t available)

Managed schedules, validation and exception queues. No more “mystery batches”.

Case, incident and exception management

Structured workflows for requests, incidents, approvals and escalations – with SLAs and audit built in.

Damp and mould case handling

Capture reports (including call transcripts), triage risk, trigger inspections, track remediation and tenant follow-up – all auditable.

Anti-social Behaviour (ASB) and tenancy breach

Secure evidence capture, actions and communications with partners. Fair, consistent outcomes.

Complaints and remedies

Multichannel intake, investigation tasks, approvals and consistent letters. Themes feed service improvement.

Safeguarding and wellbeing referrals

Controlled access, consent tracking and timed reviews. Escalation paths are clear and auditable.

Workforce enablement

Give agents, officers, operatives and supervisors the tools to work fast – and do the right thing first time.

Operative mobile apps

Guided jobs with offline capture, photos, signatures and safety checks; evidence syncs to the case.

Estate and block inspections

Route-based checks with geotags and follow on tasks. Trends inform schedules and contracts.

Unified agent desktop (channels and case in one)

Agents rebook visits, update details, trigger refunds or credits and send confirmations – all in one screen. Wrap-up updates the case.

Supervisor dashboards and Quality Assurance (QA)

Live SLA/queue views, risk hotspots and capacity. Auto sample for QA. Coach where it counts.

Legacy extension and modernisation

Extend what you’ve got, replace what you must – without big bang risk.

Wrap and extend HMS/repairs/finance

Expose only what teams need via role-based apps and integrations. Add missing processes without heavy customisation. Keep data in sync.

Replace spreadsheets and shared inboxes

Move adhoc trackers into governed case workflows with SLAs and audit.

Unified tenant, property and case view

Stitch together engagement, asset and case data so anyone can see history, decisions and next actions in seconds.

Reuse via community templates

Adopt and adapt prebuilt apps and integrations from peers to accelerate delivery.

Embedded intelligence and decisioning

Use AI where it helps – inside the workflow for speed, safety and better outcomes.

Income risk scoring and prioritisation

Predict arrears risk, nudge early and focus effort where it matters most.

Service Level Agreement (SLA) and Expected Time Arrival (ETC) predictions (repairs and voids)

Forecast which jobs may breach. Alert supervisors and rebalance work before service dips.

Next best action for complaints and support

Recommend compliant steps and wording. Keep a human in the loop by design.

Demand forecasting and capacity planning

Predict peaks (eg winter repairs, rent changes) and feed Workforce Management; trigger proactive messages to deflect avoidable contacts.

The Liberty platform enables composable elements to be created and adapted to deliver the capabilities to support these use cases. Find out more:

Tenant Hub

Revolutionise digital services for your teams and tenants by developing apps using a low-code platform that’s a perfect fit for housing providers. Access pre-built tenant relationship tools and case-management capabilities to provide services more efficiently and improve tenant experiences.