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Tenant satisfaction — a core element of our business model

UN SDGs relevant to us in the area of tenants

Having a home is a fundamental human need. Offering a safe home where our tenants feel happy is an elemen­tary deliverable of our business. The key for providing this service offering is functioning communication channels, which allow us to react quickly and reliably to any tenant matter. We measure tenant satisfaction continuously through surveys and feedback loops, with the aim of constantly improving our service offering through specifically targe­ted measures.

Affordable und sustainable living

Our investment portfolio is focused on properties in Tier II cities in the commuter belt of metropolitan areas. In most of the locations we are present in, our residential units are among the most affordable housing products on the public rental market. This is underlined by our average in-place rent of EUR 6.20 per square meter (as of December 31, 2023), which is approximately 18 percent below the average market rent and also significantly below the average rent in Germany of EUR 8.42 per square meter. 1

We attach a great deal of importance to well-kept and pleasant surroundings around our properties. At many locations, our buildings are surrounded by extensive green spaces, which we carefully maintain. We constantly strive to improve the surroundings to the benefit of our tenants. For example, we installed physical activity pathways, giving our tenants the opportunity to exercise outdoors on site, in some locations. For our young tenants, we offer playgrounds that we maintain and modernize regularly.

As a conscientious real estate investor, the well-being of our tenants takes top priority. Our commitment to sustainability extends beyond environmental considerations to include the well-being of those who call our properties home.

Multi-channel customer service

A key contributor to tenant retention is constant and efficient dialogue. We stay in touch with our tenants through various communication channels. Tenants may contact us directly through our Peach Points, for example. Peach Points are tenant shops that are usually within walking distance of our core portfolios or integrated into our residential complexes. Peach Points are available to provide tenants with advice and assistance. We operate 15 Peach Points across Germany, and our tenant shop model is immensely valued by our tenants.

In addition to our on-site presence, we are continuously improving our digital service offerings. Through our Zendesk ticketing system, we have a constant overview of open tenant reports and the response times of Peach Points and our external service and maintenance partners. Our tenants can provide direct feedback on completed reports, which may concern the performance and quality of the work carried out or the timeliness thereof. Within 24 hours of a ticket closing, the tenant receives a link to an evaluation and feedback form, which also directly informs the assigned and responsible employee when feedback is submitted.

Safety and privacy of our tenants

Each property has a facility manager who conducts regular safety assessments and ensures safety on site. The service providers are responsible for implementing the necessary protective measures, which must be documented with photos and reported to our property managers by the following working day. The service providers are obligated to use only flawless materials and products that eliminate the possibility of any damage to the objects to be processed.

The staff of the facility management service providers is obligated to report all defects and damages found in the service area on the objects to be processed. Additionally, the cleaning records of the cleaning staff are also displayed in the showcases of the properties, signed and dated after each service, ensuring transparency and accessibility for tenants on request.

In properties where we have commissioned our own janitors, the janitors also complete inspection reports using a dedicated app, which documents safety measures or exceptional circumstances.

In addition, we have service level agreements in place with external service providers, covering fire protection maintenance, drinking water analyses, and gas leak tests on all our properties.

Inspections scheduledUnit2023Space with inspections
carried out
Incidents of non-compliance with health &
safety regulations and guidelines
Assets undergoing
health & safety assessments
Annually1Residential space:  1 709 130
Commercial space 71 213
In 2023, no incidents of non-compliance
that were not promptly addressed and resolved
were reported.

We have introduced standard procedures for
addressing incidents identified during inspections
which have proven to be effective.
1Our facility managers carry out the inspections at regular intervals after the date of the first inspection.

Sensitive handling of tenant data, and data of business partners and employees is managed in compliance with the Swiss Federal Data Protection Act (DSG), the German Federal Data Protection Act (BDSG), and the European Union’s General Data Protection Regulation (GDPR) as our guiding principles with respect to data protection.

To guarantee data privacy and protection, we have implemented the role of a data protection officer assigned to an external expert on the subject matter. The data protection officer in Germany monitors compliance with data protection regulations and evaluates work processes from a data protection perspective.

In the 2023 reporting year, we had no reports of data breaches.

Selection of our current KPIs in the area of tenants

Number of Peach Points15
Vacancy rate7.4 %
Tenant satisfaction rate76 %
Time to resolve a tenant matter18.8 hrs
“One-touch” rate93.1 %
Average portfolio rental period9.95 Years
Share of assets undergoing health & safety assessments100%
Incidents of non-compliance with health & safety regulations and guidelines0
All KPIs are available in our Sustainability Report 2023

  1. Immoscout 24 Wohnbarometer, Q4 2023. ↩︎