Outlook for 2020

We will continue to pursue and expand our customer focus. This will involve:

• Further improving the quality of our communications and service with the tenant app
• Boosting customer satisfaction by implementing measures developed based on the customer survey on an ongoing basis
• Pressing ahead with our senior-friendly apartment conversions and converting at least one in three newly rented apartments to make them accessible
• Continuing to implement our voluntary commitments to protect tenants in cases involving modernization work and hardship
• Continuing with community development projects in collaboration with city and municipal authorities and launching new community development projects
• Further expanding our funding framework and social projects