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The Friendship

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Our customers are our lifeblood, and we strive to simplify and enrich their lives through all points of contact. Digital innovations are fantastic, but they can never replace human interaction. We believe the best customer experience requires us to be there as a friend.

The Friendship Concept

Friendly Service

HeimService - We make it simple

Friendly Concepts

Our concepts – we enrich and bring joy

Friendly Deals

Offers from selected partners – to us you are special

Friendly Service

Friendly Service

  • 24/7 customer service by phone or digital self-service
  • We have many local offices, with our own staff, for your convenience
  • MyHome is our service and community portal tailormade for you
  • 2 hours of free move-in help with our friendly staff
  • Free use of toolbox makes the circular economy happy
  • Fire alarm and fire blanket in all apartments
  • Pets are also our friends, and always welcome in our homes
  • We listen! We conduct Customer Score Card and CSAT surveys to understand how we perform
  • …but also how we can improve.
Friendly concepts

Friendly Concepts

  • HeimGardening
    Its well-known that gardening increases the well-being. That’s why wehave urban gardening activities which includes free seeds, gardening ambassadors and a community site for sharing ideas and inspiration
  • HeimPresence
    To be present and feel that you are not alone are the cornerstones in this concept. Our Customer ambassador focus on decreasing involuntary loneliness and increase well-being between neighbours. At our Community Centres we are always welcoming you with a fresh cup of coffee and some inspirational activity
  • HeimCooking
    The love of food has brought together people for ages. We share inspiration to all those curious people that want to taste flavours from around the world
  • HeimArchitecture
    We share information about the architectural background of our properties. The history of our tenants building engages and increases the feeling of agency
Friendly Happening

Friendly Happenings

  • Meet your neighbour
    Humans are a storytelling breed. We love to listen and get inspired of each others' adventures, experiences and lives. We share these stories on our web, our magazines, newsletters, blog and social media
  • Sustainability nudging
    We care for our planet and for our people. We have campaigns where we share ideas on how you can contribute to a more sustainable world
  • Events
    You are invited to all our events. That might be a sizzling BBQ with the neighbours, urban growing seminars, silent disco balcony style, troubadour get-togethers or just a friendly meet-and-greet event
  • Partnerships
    We engage in partnerships that contribute to a better society. Our commitments focus on safety and integration through activities within education and health, especially for children and young people
  • Competitions
    Now and then we make sure to engage our tenants in fun and joyful competitions. For the only reason to deliver a cherry-on the-top experience
Friendly Deals

Friendly Deals

Offerings:

  • Insurance
  • Car hire / pool
  • Hotel
  • Sustainable electricity
  • Recycling of clothes
  • Groceries and home delivery
  • Cultural events
  • Children education
  • Cleaning
  • Books
  • Flowers
  • Moving service

Customer Journey

customer journey image

Customer Journey

Our Friendship Concept is embedded across the entire customer journey, adding value at each step. Living in our Friendly Homes and neighbourhoods should outshine other housing alternatives, and our customers shall experience that we listen and translate communications into action on the ground. All interactions with our personnel should be pleasant – smiles are contagious.

Heimstaden’s value-added services now span everything from food deliveries, carpools, cleaning services, bike fixing, urban gardening groups, installing beehives, social gatherings like BBQs, cooking and football to interiors inspiration and exclusive promotions with selected suppliers. Happy customers getting value for money stay longer and contribute to Friendly neighbourhoods.

customer journey image

Voice of Customers

Every year we measure our customers satisfaction to see where we need to improve as a company. Here you can read more about the results from this year’s Voice of Customers survey.

Service Index

Help When Needed

Taking Our Customers Seriously

Security

Satisfaction

Service Index

The Service Index is based on questions from four areas. They include if our customers feel we take them seriously, how they perceive the security, how clean and tidy they feel our buildings are, and if they get the help they need from us when they need it. We can see from our results our customers feel positively in all four areas.

Scores by Country

2021 2022 2023
Sweden 78.4% 78.3% 76.9%
Finland - 71.3% 75.4%
Norway 74.7% 75.7% 76.5%
Denmark 74.6% 68.2% 73.4%
Czechia 68.8% 70.8% 71.1%
The Netherlands 58.5% 63.1% 65.2%
Germany 66.2% 63.1% 58.4%
Poland - - 84.5%
UK - - 75.2%
Group Average 73.0% 73.7% 73.6%

Help when needed

We work hard to make sure that all our customers get the help they need from us when they need it. This measurement is based whether the issue is fixed in within a reasonable timeframe, the quality of the work, how easy it was to report the issue, and how the property caretaker cleaned up after fixing the issue.

Scores by Country

2021 2022 2023
Sweden 84.6% 85.3% 83.0%
Finland - 75.3% 78.4%
Norway 77.5% 81.3% 81.3%
Denmark 75.3% 69.0% 75.6%
Czechia 72.2% 73.8% 75.5%
The Netherlands 64.4% 65.2% 65.7%
Germany 71.1% 63.4% 52.2%
Poland - - 86.3%
UK - - 79.3%
Group Average 78.5% 78.7% 78.0%

Taking our customers seriously

We always strive to deliver a high-quality service to all our customers, and taking our customers seriously is at the very core of Friendly Homes. This measurement is based on a range of questions all centred around the information we provide and the interactions the customer has with Heimstaden employees.

Scores by Country

2021 2022 2023
Sweden 84.0% 84.4% 82.0%
Finland - 68.7% 74.1%
Norway 83.0% 83.6% 84.6%
Denmark 75.6% 63.9% 72.9%
Czechia 77.1% 79.6% 79.0%
The Netherlands 59.0% 58.0% 63.5%
Germany 76.9% 61.6% 52.4%
Poland - - 91.4%
UK - - 80.1%
Group Average 78.6% 78.3% 77.3%

Security

Ensuring our customers feel safe and secure in our buildings and their homes is a priority for us. This measurement is based on whether customers feel safe in the shared areas of our buildings, lighting in the building and surrounding area, security of storage areas, and interactions with their neighbours.

Scores by Country

2021 2022 2023
Sweden 76.0% 77.3% 76.6%
Finland - 74.7% 76.7%
Norway 73.0% 74.3% 74.7%
Denmark 77.9% 76.5% 79.0%
Czechia 62.0% 66.3% 68.0%
The Netherlands 62.7% 72.4% 74.1%
Germany 64.5% 67.1% 66.1%
Poland - - 90.8%
UK - - 81.1%
Group Average 71.2% 74.5% 74.9%

Satisfaction

We are committed to continually improving the overall satisfaction of our customers living in our homes. This measurement asks directly how satisfied our customers are with Heimstaden as a landlord and gives us a clear insight into the general feeling of our customers in all our markets.

Scores by Country

2021 2022 2023
Sweden 85.2% 87.0% 81.6%
Finland - 88.9% 90.0%
Norway 79.5% 80.1% 81.2%
Denmark 76.3% 64.8% 72.1%
Czechia 73.4% 76.6% 74.9%
The Netherlands 60.0% 62.5% 65.1%
Germany 77.7% 66.6% 47.4%
Poland - - 91.7%
UK - - 88.7%
Group Average 78.2% 79.9% 76.4%