Already in the autumn, we initiated an upgrade of our entrances. This was requested by those of you who are tenants. Our objective is to create entrances that are representative and welcoming meeting places, where the overall impression and details are regarded as faultless. This includes improvements in maintenance, cleaning and information, but also to the outdoor environment, such as plantings.
Those working in and visiting our properties will be delighted and proud when they arrive at our entrances. To do a really good job, we have also retained external experts, such as interior designers with excellent expertise in hotels, who will assist us in documenting shortcomings and provide suggestions for adequate solutions.
We have high ambitions and the project involving our entrances has now become more extensive than we initially thought. The work will continue for several years into the future, but already in 2012, you will notice an improvement. We will inform each property about when work on the entrances will occur and we would like to include you in the process.
Fault registration is another prioritised area. We will be implementing a new case-management system, which is scheduled to be in operation by autumn 2012. With a more secure system, we will be able to ensure that all fault registrations will be rectified rapidly and in the best possible manner, and with adequate feedback to your customers. It will also become possible to see whether certain faults recur, thus enabling us to make more rapid decisions if major actions are required.
However, fault registration is also about attitudes. It involves internal change work at Fabege, which we have already initiated. We are working intensely to become a more customer-oriented organisation and hope that you will be able to see and appreciate the difference already early in 2012.
In terms of better information, we are working primarily with two channels. One is the website, where you will be able to search and locate the information you need. The other is our dispatches, for example details sent by email, where you will regularly receive information on everything that is under way in your property and your area.
At the moment, we are conducting customer surveys among our approximately 100 customers in Hammarby Sjöstad. This is the final area in the year’s surveys and we will return with the results after the New Year.
Although we will continue with our annual customer surveys, we would like to engage in continuous dialogue with you throughout the year. If you have tips, advice or opinions, feel free to contact your property team. Keep in touch with us; we promise to listen!
Urban Sjölund, Property Manager at Fabege