Case Study: Cairn Housing Association achieves a seamless omnichannel tenant journey with Netcall's Liberty low-code platform

Transforming the tenant journey with digital channels and back-office connectivity

Cairn Housing Association, a not‑for‑profit landlord serving communities across Scotland, faced rising tenant demand for convenient, multi‑channel access to services (payments, repairs, complaints) and needed to remove friction caused by disconnected back‑office systems. They required the ability to make rapid software changes, enable staff to work from anywhere, and deliver seamless end‑to‑end journeys. To meet this challenge they engaged Netcall and its Liberty Platform, leveraging low‑code to accelerate change.

Netcall delivered an integrated solution using Liberty Create to build the MyCairn portal and Liberty Converse/Connect for omnichannel contact and messaging. In the first four months MyCairn offered 16 services, completed 5,902 cases, and received 530 satisfaction surveys averaging 8.45/10; the platform handled 7,817 emails, 794 web chats and 280 social messages. Netcall’s low‑code approach also enabled a welfare‑call solution built in two days that managed 1,002 calls/emails/SMS and 58 referrals in three months, improving case handling speed, remote working and overall efficiency.

Cairn Housing Association

Neil Golightly

Business Services Manager