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Resident Survey

Many thanks for all your input!

Klik her, for at læse indlægget på dansk.

Well over 5,000 of you have answered Heimstaden’s resident survey 2021 – we are extremely happy about that!

2020-2021 has been a special year, as many have worked and stayed at home more than usual due to Covid-19.

We have also seen this in the number of resident enquiries to do with operation and maintenance of properties – and we can read this from this year’s survey in relation to waste collection, tidiness of the property, response time and handling of service enquiries, among other things.

Although two out of three tenants are satisfied with the response time and handling of our service enquiries, this is an area we will focus on to increase resident satisfaction in the coming year.

On the positive side, we can see that the neighborhood has been strengthened during the same period – We are extremely happy about that, as it contributes to both a sense of security and community.

Heimstaden's Resident Survey 2021

Friendly Homes

At Heimstaden, we work every day to create the best environment for you as a resident – both inside and outside your home.

In addition to our ongoing projects for ensuring maintenance on the properties, we continuously develop new solutions that can contribute to good resident service, new digital solutions for making everyday life smoother and initiatives that will contribute to a green transition.

Among other things, in 2022 we’ll launch our own resident app, My Home (pilot in 2021), just as we are rolling out charging stations on the first 27 properties, as well as offers to install charging stations for rental homes with their own driveway.

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, a 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 with the focus properties. The resident survey is an important starting point for some planned improvements to be carried out across all our properties – both operational and ongoing projects.


Improved communications with residents

We are continuously looking at 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, so as 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 improved the general level of communication between residents and ourselves 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 have done in the past

  • Improved living environments:
    We regularly carry out renovations and refurbishments to improve both the internal and external living environment at Heimstaden’s properties around the country. In 2021, we have among other things focused on water installations and fire protection as well as general maintenance of the properties’ roofs, facades, basements, etc.
  • Permanent teams assigned to properties:
    We’ve changed our internal organisation 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.
  • Hjemmeliv – a magazine for new tenants:
    In January 2021, we were able to launch the first printed magazine for residents, Hjemmeliv, which we publish once a year. The magazine is sent to all new tenants. Read the magazine online here.

  • 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 working hours:
    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’ll always be able to recognise a Heimstaden service technician by their branded clothing and car.