Annual report 2013
Annual report 2013
VVO owned 40,194 rental apartments in 43 locations at the end of 2013. VVO's own personnel lets and manages VVO sites in 13 local VVO Home Centres.
The objectives of residential lettings include a diverse resident structure and a good service experience resulting in long tenancies and improved customer profitability. Cost efficiencies in customer management are sought by managing fixed expenses, benefiting from economies of scale, improving customer profitability and ensuring efficient operations.
Apartments are divided into two product groups in accordance with the set of norms regulating rent determination. The Market product group comprises 24,799 apartments, the rents for which are freely determined by the market under the Act on Residential Leases. The Cost Principle product group comprises 15,395 apartments and their rents are determined in accordance with the cost principle.
Case
We can maintain customer satisfaction only by focusing on long-term efforts and continued development of the service process and living conditions. We manage customer satisfaction by continuing to improve our electronic services, investing in repairs and increasing our efforts to engage with the residents.
An annual customer satisfaction survey is used to measure satisfaction across VVO's housing services. During the review period, customer satisfaction remained at the very high level we experienced in the previous year. Up to 92 per cent of the respondents had recommended or would recommend VVO's apartments to others.
We also use many other ways each year of finding out what our customers think of VVO living and how satisfied they are with it. Residents who have moved to new sites are asked how satisfied they are with the new apartment and its properties. A survey targeting all new VVO residents is used mainly to poll them for their views on the smoothness of the rental process and their criteria for choosing an apartment. Based on the latest survey, the most important criteria were location, bicycle and pedestrian routes and public transport connections, apartment layout and a competitive rent level.
| Pylväät 1 | Pylväät 2 | |
| Helsinki Metropolitan area 16,200 | 16,200 | 0 |
| Rest of Southern Finland 8,400 | 8,400 | 0 |
| Western Finland 8,800 | 8,800 | |
| Eastern and Northern Finland 6,800 | 6,800 |
| Pylväät 1 | Pylväät 2 | |
| Young people 16–24 years | 8 % | |
| Singles 25–44 years | 18 % | |
| Singles 45–54 years | 9 % | |
| Couples without children | 12 % | |
| Child families | 9 % | |
| Single parents | 10 % | |
| Seniors 55–64 years | 17 % | |
| Over 65 years | 17 % |
| Pylväät 1 | Pylväät 2 | |
| 1 room 7,853 | 7853 | |
| 2 rooms 20,553 | 20553 | |
| 3 rooms 9,576 | 9576 | |
| 4 rooms+ 2,212 | 2212 |
Recommended by
92%