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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

Heimstaden’s customers feel that we deliver a high level of service and our latest Voice of Customers survey show that we are still improving. For the Service Index we measure if our customers feel we take them seriously, and how they perceive the security and tidiness in the buildings. Customers at Heimstaden feel both safe and taken seriously. More than 70% of feedback on the Service Index is positive.

Scores by Country

2020 2021
Sweden 78.4% 78.4%
Iceland 75.9%
Norway 74.5% ↑ 74.7%
Denmark 74.4% ↑ 74.6%
Czech Republic 67.2% ↑ 68.8%
Germany 63.4%
The Netherlands 55.8% ↑ 58.5%

Help when needed

Customers at Heimstaden feel taken care of, and that they get the help they need in a timely manner when reaching out. Across all markets, we have seen a general increase in the positive feedback on this subject from previous surveys. We work hard to make sure that all our customers get the help they need from us when they need it. On average, 76% of our customers feel we help them when they need it.

Scores by Country

2020 2021
Sweden 85.3% ↑ 85.4%
Iceland 81.3%
Germany 77.6%
Norway 76.5% ↑ 77.5%
Denmark 74.3% ↑ 75.3%
Czech Republic 69.3% ↑ 72.2%
The Netherlands 59.4% ↑ 64.4%

Taking our customers seriously

At Heimstaden we strive to deliver a high-quality service to all our customers, and taking our customers seriously is at the very core of Friendly Homes. Our survey shows us that our customers feel taken seriously, and we continue to see improvement on this subject. In fact, 88% of surveyed customers responded that they felt we took them and their issues seriously.

Scores by Country

2020 2021
Iceland 87.7%
Sweden 84.8% ↓ 84.0%
Norway 84.4% ↓ 83.0%
Czech Republic 74.9% ↑ 77.1%
Denmark 76.5% ↓ 75.6%
Germany 74.9%
The Netherlands 52.5% ↑ 59.0%

Profile Index

This measurement combines the general satisfaction with Heimstaden as a company, how attractive our customers think their local area is, and if they feel they receive value for the rent. And they do! Our customers feel we take care of them, they feel they live in attractive areas, and that we provide them with value for the rent. We received more than 72% positive feedback on this metric in 2021. Also here we are improving year by year, and continue to work to provide Friendly Homes to each and every one of our customers.

Scores by Country

2020 2021
Iceland 85.5%
Sweden 79.3% ↑ 80.1%
Norway 77.2% ↑ 77.5%
Germany 71.3%
Denmark 67.1% ↑ 67.6%
Czech Republic 60.3% ↑ 65.1%
The Netherlands 52.0% ↑ 59.5%

Would You Recommend Us?

On average, 80% of our customers would recommend Heimstaden to their friends and family. Also this measurement is improving, showing that the changes we do benefit our customers. In fact, 93% of our Icelandic customers would recommend us as a company.

Scores by Country

2020 2021
Iceland 93.4%
Sweden 85.3% ↑ 85.7%
Norway 78.4% ↑ 83.0%
Germany 80.2%
The Netherlands 78.2%
Denmark 77.0% ↓ 73.5%
Czech Republic 66.2% ↑ 67.8%