The Value-add strategy supplements our core business to include customer-oriented services, e.g., services that are closely related to and/or influence the rental business. As part of this strategy, we continually evaluate additional service ideas to boost customer satisfaction and add the corresponding services to our offering. Those areas of the Value-add strategy that have already been established successfully largely include the caretaker organization, the craftsmen’s organization, the residential environment organization, multimedia services and metering services. In addition, we are expanding our services are into the area of energy supplies and home automation.
The capability of having our own craftsmen’s organization cover the entire portfolio, in particular the maintenance and modernization services, allows us to make the units more attractive in general and help to boost customer satisfaction. In addition, our residential environment organization consisting of our own employees is responsible for looking after outdoor areas, green spaces, playgrounds and refuse collection points within our properties, particularly in conurbations. We have also established our own caretaker organization in recent years, with employees on hand to provide on-site support for our existing properties. This systematic insourcing allows us to increase the proportion of services we provide ourselves on an ongoing basis, allowing us to ensure that our own employees are on site in the various property locations. In addition, this improves reaction times to customer inquiries and makes it easier to coordinate services – especially in such a large nationwide portfolio like Vonovia’s. Therefore, the effective increase in craftsmen’s availability and the improved quality of repair work ultimately lead to an increase in customer satisfaction.
The Value-add strategy also includes the condominium administration business, property insurance and the management of properties for third parties.