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Resident

Heimstaden's
Resident Survey

Thank you for all your input!

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More than 3,000 of you responded to Heimstaden’s 2020 resident survey. We have been through the answers and are really happy to see that the general level of resident satisfaction with our services has risen from 65% to 74%.

This tells us that we’re on the right track, but it also shows there is room for improvement in some areas. 

To that end, we have identified several areas where we can best improve the resident experience in and around the property, as well as ways to improve contact with Heimstaden as the letting company.

You can read more about these initiatives below.

Serviceteknikere_Heimstaden

Permanent teams assigned to properties

We’ve changed our internal organization to ensure greater permanency of teams dealing with properties in terms of administration, operational services and rental. This means that we’ll accrue more in-depth knowledge of each property across the whole chain – and this will be reflected in the work on and around the properties.

At the same time, it means that you as a resident will more easily be able to recognise and get to know the Heimstaden employees who have been assigned to your property. In any case, that’s what we hope.

Focus properties

We have identified a number of properties where there is a need for increased focus and special efforts. This could be for a number of reasons, such as the condition of the property, factors relating to the immediate area, boost of the general living experience, or other special challenges relating to operations and maintenance.

Residents in these properties will be contacted directly.

Of course, our efforts at improvement will not stop at the focus properties. The resident survey is an important starting point for our planned improvements to be carried out across all our properties – both operational and ongoing projects.

Vaerktøj_Heimstaden
Kundeservice_Heimstaden

Improved communications with residents

In March 2020 we launched the first digital newsletter, which will be sent out four times a year. Also we’re looking at possibilities relating to how we can improve communication in several ways, including:

  • General information about what’s happening at a property
  • Warnings and alerts about upcoming work in apartments or at the property
  • Information in connection with moving in, in order to make things smoother rather than just providing information about Heimstaden’s services

Assistance with resident representation

We have had some great experiences both with the properties which have established their own formal residents’ representation, as well as those which have created a more informal residents’ council. This has allowed some good dialogue to occur, provided dynamism, and has improved the general level of communication between residents and us as the letting company.

For these reasons, our property administrators will be happy to guide you through the process of forming your own representation or council.

You can also read this article (in Danish only), which explains the difference between the two types of resident association.

What we did after the 2019 survey

  • Heimstaden 24-hour service:

    With this, you only need to remember one number to get in touch with us. This applies regardless of whether you contact us during our regular opening hours or if you have an urgent problem outside of these hours.

  • Extended customer service team during the day:
    Heimstaden’s customer service team has been enhanced on both the digital front as well as in terms of employees, so we are even better equipped to answer enquiries from you as a resident and ensure we provide the fastest possible solution to your issue. 

  • Service technicians for all properties:
    To ensure the best possible service we are in the process of allocating permanent service technicians to all properties. In future, these caretakers will keep a close eye on the properties, giving residents the best possible support. 

    You will always be able to recognise a Heimstaden service technician by their branded clothing and car.