A thousand times thank you for your input
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Thank you very much for the thousands of responses we have received from you, our residents, as part of Heimstaden’s Resident Survey 2024.
Based on your valuable feedback on what we’re doing well and where we could improve, we have identified a number of key initiatives to focus on in the coming year – both within and across the more than 400 residential properties we manage in Denmark.
We’re also pleased to see from your responses that many of you have noticed some of the initiatives we’ve already launched. This is, of course, great to hear!
We know there is still work to be done in certain areas, and you’ve also highlighted other aspects where we can enhance our processes and services.
Read about some of the key initiatives we’ll focus on in 2024–2025 below.
Heimstaden's Resident Survey 2024
Accessibility and Follow-Up
We may not always agree on every issue, but you should always feel that your concerns are taken seriously. While 74% of you already feel that we achieve this, we’re committed to bringing the remaining 26% into the green zone.
In the coming year, we will focus on the following:
- Enhancing property-specific attention with our new property teams, which consist of both on-site operational staff and administrative staff at our offices.
- Improving communication by providing more general updates about what’s happening on the property, as well as important seasonal news.
- Increasing visibility through resident events and initiatives like HeimDay, introduced in 2024, where Heimstaden employees visit various properties during the spring.
Additionally, we will continue working to:
Strengthen direct communication with residents when resolving issues, and set clearer expectations for our external contractors and service providers to do the same.
Improve user-friendliness by offering more tips and practical guides for your home on our resident pages and Help Centre.
FInd tips and residential guidance on our resident pages here.
Strengthening Resident Communication
One area we have focused on for several years is timely, clear communication with residents – both when it comes to general updates and information about activities at the property.
And to be honest, this is likely an area where we will never stop striving for improvement.
That’s why we will continue some of the initiatives we’ve already started and introduce new ones. These efforts include:
- Targeted dialogue with properties where residents have expressed a strong desire for more information – to understand what we can do better or differently.
- Increasing general updates about what’s happening on the property.
- Providing seasonal news on tenant matters and maintenance.
- Creating more guides and help videos related to your home, as well as move-in and move-out processes.
In addition, we will continue to support dialogue at individual properties by assisting with the establishment of and collaboration with resident representatives.
Learn more about resident councils and representatives here.
Focus on Shared Areas
Throughout 2024, we have worked to improve resident satisfaction with the shared areas of our properties – both indoors and outdoors.
We are pleased to see progress in most areas, and we continue to listen when you tell us where further improvements are needed.
In the coming year, we will focus on the following initiatives:
- Testing new setups for waste stations and containers through pilot projects at selected properties, as well as increasing communication about waste sorting.
- Introducing information boards at selected properties to provide residents with better insight into stairwell cleaning schedules.
- Implementing a new internal system for tracking snow clearing efforts, with clearer communication about Heimstaden’s and residents’ responsibilities during frost and snowfall.
- Reviewing playgrounds as part of our ongoing efforts to ensure safety and quality.
- Continuing our large-scale spring-cleaning initiative, HeimDay, along with regular workdays throughout the year to give selected properties extra attention.
How We Measure Customer Satisfaction
We continuously measure customer satisfaction among Heimstaden’s residents. It is an important tool for ensuring that we meet the product and service levels we aim to offer.
On our corporate website, you can learn more about how we work with resident services – and see the results from the countries where we operate.