S4-3 – Processes to Remediate Negative Impacts and Channels for Consumers and End-Users to Raise Concerns

Customer concerns can vary widely, requiring either straightforward or more complex procedures to address them effectively.

Strict protocols and standard processes are in place to manage risks and ensure compliance with safety obligations, particularly to prevent health and safety hazards. If a customer concern involves a hazardous situation, immediate measures are taken, such as eliminating mold, addressing Legionella contamination or repairing water damage.

Most concerns relate to tenancy issues or the cleanliness and condition of buildings and their surroundings. Customer service or local representatives can resolve issues directly or refer them to the appropriate internal department for further action. These representatives are accessible via phone, tenant apps or in person. The primary tool for evaluating the effectiveness of our corrective measures and feedback channels is our customer satisfaction survey. This survey allows tenants to share positive and negative feedback, enabling us to assess and refine our processes based on their input.

All of our tenants also have access to our whistleblower and complaints channels (see G1-3). Through a web-based whistleblower portal, for example, they can report employee misconduct.

In order to raise awareness of this among regional managers responsible for rental operations and to protect potential tenants, we developed the brochure “Fair play in new rentals” in the 2022 reporting year. It was sent with a letter explaining the background to all Vonovia landlords in Germany. The brochure also clarifies how to deal with demands for commission from third parties. It explains which channels can be used to report misconduct and who the correct contact is for questions and reports.

Staff handling complaints are bound by confidentiality and are the only ones with access to complaints and related communications. Data is stored only as long as necessary for its intended purpose. After reviewing reported incidents, individual, proportionate measures are taken on a case-by-case basis. The whistleblower system is easily accessible via the company’s website. By ensuring anonymity, the system protects individuals from retaliation. Regular use of the channels indicates that customers are aware of them and consider them to be reliable. This trust is supported by low-barrier access to whistleblower channels, which are available in eight languages through the website, email, phone, or in-person communication (see also G1-3)