Comprehensive Availability of the Central Customer Service Team

Although Vonovia provides its services at local level in principle, it has centralized all tasks that can be provided based on uniform quality standards and in a more cost-efficient manner at a nationwide level. The Group’s property management platform is characterized overall by a high degree of automation and full integration.

The customer service team comprises almost 1,000 employees and serves Vonovia customers across Germany from two customer service departments that are redundant in terms of both the infrastructure used and the content of the work they perform. It is tailored to suit the needs of individual customers and support is also offered in English and Turkish, for example. The central customer service department operates across two locations in Duisburg and Dresden and can be reached using a regional service hotline as well as by email, fax or post. The customer service team acts as a central unit that is responsible for processing all matters relating to rent agreements, energy consumption and ancillary expense bills, to name but a few. This process is managed according to defined service levels in order to ensure that customers receive a swift and binding response to their inquiries.

Tenants can also use the online customer service platform. Since 2011, this platform has enabled them to access their contractual details and additional functions 24 hours a day. Our customer service team resolves around 85% of all incoming telephone inquiries directly. The customer service team has an emergency hotline that is permanently available, 7 days a week, 24 hours a day, to deal specifically with urgent tenant emergencies.

The repair center is responsible for scheduling the tenant visits to be made by the local craftsperson. This is done in close cooperation with the nationwide technical units of the on-site technicians’ organization.

Most recently in 2015, the quality of ancillary expense and service charge bills was again attested by ISO 9001:2008 certification by TÜV Rheinland. The certification verifies the efficiency of our processes as well as the high quality of our ancillary expense and service charge bills.

The systematic incorporation of ancillary expense-related matters into the remit of the customer service department also allowed the number of customer complaints to be reduced further last year. At the same time, we have been able to further improve tenants’ understanding of the ancillary expense bills by communicating with tenants’ associations and other institutions in a transparent manner.