Heka residents mainly satisfied with their homes – overall satisfaction down, however

According to the survey, the residents are satisfied with matters related to their own home, in particular. Satisfaction with the location of the home was rated 4.06 on a scale of 1–5 (1=poor, 5=excellent), the size of the home was rated 3.92 and overall condition was rated 3.34.

Residents were also mainly satisfied with the competence of maintenance personnel and cleaners, even though scores were slightly lower than the previous year. The competence of property maintenance operatives received a score of 3.39 (2023: 3.71) and that of cleaners received a score of 3.32 (2023: 3.63).

Overall satisfaction with Heka as a lessor decreased in all areas surveyed.

Particular increases in dissatisfaction were found in property management and property maintenance and repairs. Property management received a score of 2.89 (2023: 3.33), whereas property maintenance and repairs received a score of 3.13 (2023: 3.42).

Satisfaction with Heka customer service decreased, as well: residents are increasingly dissatisfied in communications concerning their building (3.05) and the Heka website (3.17). Residents were also dissatisfied with the service hours of telephone services (2.73).

The NPS value measuring the willingness to recommend Heka was -12, which is weaker than in previous years (2023: -1).

“Heka has now completed its first year of operation in the new organisation model since the regional offices were closed. We have finessed our practices over the past year, and we will continue to develop our operations to better meet residents’ needs. The major overhaul of the operation of the Heka organisation and increases in rent were bound to be reflected in this year’s results,” says Director of Customer Relations Päivi Jokinen.

More than 5,000 residents responded to questionnaire

We received 5,402 responses to our annual resident questionnaire in September 2024. The online questionnaire was sent to 20,000 randomly selected residents. The response rate was significantly higher than the previous year, when only 3,500 residents completed the questionnaire. This year, the response rate was 27%.

The survey was implemented by the independent research company Roidu Oy, which also compiled the responses into statistics and reported on them.

This year, the tenant survey was reformed and extended. The questionnaire was used to survey the satisfaction of Heka residents with customer service, property management, property maintenance and repairs, cleanliness, environmental matters, apartments and residential buildings as well as the resident committee.

The survey results will be used for housing services development.