Management Approach

Vonovia sees itself as a service provider that offers tenants attractive homes and housing-related services. Satisfaction with our services is the key to our economic success and every employee is encouraged to actively contribute to improving our services. We support this:

• through our central service center, caretakers on site, our technicians and the residential environment organization,
• by processing issues rapidly and in a straightforward and reliable manner,
• with comprehensive investment in maintenance and modernization work,
• by establishing self-service functions, via the customer portal, for example, and
• through service offers that provide real added value for our customers.

Our employees are there for our tenants during service hours and on weekends in emergencies, e.g., for urgent repairs. Tenants’ direct contacts are well connected within the company and make sure that our service promise is fulfilled.

Whether and to what extent our customers use the services we offer as part of our Value-add strategy is the decisive indicator that helps us to determine if our offers are appropriate.

Establishment in the Organization 103-2

Thematically and organizationally, customer satisfaction is assigned to our customer services department, however, every Vonovia employee is obliged to ensure customer satisfaction. The customer services department commissions a service provider to conduct a random survey in the full portfolio once a quarter. The results are prepared by the training & quality department along with suitable measures, which are then fed back to the customer service department along with the findings. This department then distributes the findings of the survey to all of the Group’s operational areas, which then implement the appropriate measures.