North West Leicestershire District Council: Driving Efficiency in Complaint Management

Rapid deployment and seamless integration with case management

North West Leicestershire District Council has been a valued Hoth customer since 2015. In 2021, they expanded their system to include the Case Management solution, focusing on FOI, EIR, SAR—and more recently, Complaints handling.

“From configuration to go-live, it took just over a month—amazing,” said Kerry Spiers, Customer Experience Team Leader.

Working closely with Kerry’s team, Hoth implemented tailored workflows and templates for managing Complaints, Compliments, MP/Councillor Enquiries, and more—fully integrated with their existing Granicus forms to eliminate manual entry.

“Our digital forms integrate directly with the system. There’s minimal triaging, and cases are automatically sent to responders within minutes.”

Kerry highlighted her favourite feature:

“The response templates are a game-changer. They ensure consistency, save time, and provide a clear audit trail.”

On Hoth’s wider impact:

“It’s user-friendly, keeps all data in one place, and comes with a fantastic support team. Hoth knows our organisation and always listens—even to our ‘whacky ideas.’ They’ve been a joy to work with.”