Impact of the public debate, e.g., relating to the correct invoicing of ancillary costs and the allocation of modernization costs, on how Vonovia is seen and on the company’s reputation
Channeling customer communication via numerous contact points (online and in person on site) – decentralization a communication challenge
Seasonal workload fluctuations in customer service due to peak periods (e.g., dispatch of ancillary expense bills)
Opportunities
Positioning in the market by offering excellent service and fast response times in an environment subject to increasing demands regarding the quality of housing and customer service and rising rents at the same time
Improving availability to customers by digitalizing processes and services
Risks
Impact on the company’s success and reputation due to Vonovia’s failure to respond to the limited support for rent increases
Possible quality losses – and, as a result, increased customer complaints – due to cost pressure
