Internet as primary communication channel
The centrepiece of communications with potential tenants is this website: www.vesteda.com. Interested parties can register online via this website, which displays all units currently available. The Call Centre Department takes care of sales support, including first-line support for pre-selecting and competing applications. The rental teams in the Woongaleries are responsible for letting out the units.
In the real estate investment sector, most parties generally work with external real estate management organisations. In our vision, in view of the specific market segment involved and the associated growing demand for service, this approach does not provide sufficient guarantees for customer focus and adequate service. Due to its size and the concentration of its portfolio in and around urban centres, Vesteda, as an investor, can carry out its own real estate management activities. As such, Vesteda is the only real estate investment fund of this size in Europe with its own property management facilities.
In-house call centre with monitored service and maintenance
Service and maintenance activities are coordinated from our own central call centre, which provides instructions to the parties actually doing the work, monitors appointments and agreements, and provides feedback to the tenants. Contract parties for maintenance activities receive a variable fee on the basis of client satisfaction and the degree to which agreements entered into have been complied with.
Monitoring/controlling costs, client satisfaction and results
The added value delivered by in-house property management is very significant. Greater management opportunities make it possible to better control costs and results. Timely and accurate service results in improved client satisfaction and a better residential quality of life. In addition, the Woongaleries provide effective branding support for the Vesteda brand, as they serve as a label of quality in the local housing markets. Finally, the direct client contacts provide market and project related knowledge which can be of strategic value in terms of asset management and project development.