Case Study: Clyde Valley Housing Association improves digital tenant services with Netcall

Clyde Valley improves workflow processes to transform social housing experience

Clyde Valley Housing Association, which has managed around 4,800 properties since 1996, wanted to improve its social housing service and meet tenant demand for digital engagement. Working with Netcall, it set out to reduce the pressure on its customer services team by offering online self-service for complaints, enquiries, repairs, and payments.

Netcall provided a case management portal built with Liberty Create, alongside Liberty Converse for omnichannel contact handling. The system gave Clyde Valley real-time reporting, transparent workflows, instant appointment booking, and end-to-end control of repairs; the result included 21,000+ repairs raised in the contact centre, 40% raised on Liberty Create and rising, and a 40% reduction in complaints volume.

Clyde Valley Housing Association

Paul Byrne

Senior Business Improvement Officer