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 caretakers can resolve issues directly or refer them to the appropriate internal department for further action. These representatives/customer service employees are accessible via phone, the customer app, digital contact forms on the website or, in the case of local contacts, also in person. The primary tool for evaluating the effectiveness of our corrective measures and feedback channels is our customer satisfaction survey. We also evaluate customer tickets and analyze processing times when customers contact us. All of our customers also have access to our whistleblower and complaints channels (see G1-3).

In order to raise awareness of this among regional managers responsible for rental operations and to protect potential customers, we developed the brochure “Fair play in new rentals” back in 2022 and distributed it to all relevant functions within the company. Among other things, it clarifies the right procedure for dealing with demands for commission from third parties and explains which channels can be used to report misconduct and who the correct contact is for questions and reports. The brochure continues to serve as a guide for employees.

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 (see also G1-3)