Resident app as a service channel at Setlementtiasunnot
On a sunny July afternoon, we sat down with Terhi Toppinen-Häyrinen, Property Manager at Setlementtiasunnot Oy, to discuss how the increasing service orientation and digitalization in housing appear from her perspective.
During the seven years Terhi has been with Setlementtiasunnot, the pace of change has been remarkable. As a socially responsible housing developer, Setlementtiasunnot Oy has systematically developed its housing coordinator model throughout its existence. Many of the digital solutions Terhi uses in her current work have evolved from this service-oriented thinking.
Residents choose the most convenient service channel
The digital housing platform has enabled residents to manage their housing affairs through multiple service channels. The mobile app offers an easy way to communicate and handle tasks. In addition, phone, office visits, and email remain available. Residents can even book an appointment with a housing coordinator directly in the app for personal assistance. Traditional mail is still in use as well. This means every resident can choose the most convenient way to handle housing matters.
Having services accessible in their pocket through the resident app has lowered the threshold for addressing sensitive matters, such as rent payments. Various functions have also been centralized: although housing coordinators remain visible in daily life around the buildings, phone duty and other operations are now managed from the office.
Change happens together with residents
The introduction of the Kerro app, tailored specifically for Setlementtiasunnot, has significantly changed how residents interact with housing services. The difference in mindset becomes evident when comparing old and new buildings: residents in newer buildings see the app as a natural part of their living experience and use it from the very start.
In older buildings, app usage has been practiced step by step together with residents. For example, laundry room bookings were introduced digitally on designated days: on certain days reservations could only be made digitally, while on others via the traditional paper calendar. Success in these steps required diligent communication and engaging residents on the journey of change. Here, Setlementtiasunnot stands out as a pioneer and a resident-centric organization.
App data benefits both residents and the company
The real-time data provided by the app keeps staff attuned to residents’ needs, enabling quick responses and even preventive actions. This results in smoother daily life and greater satisfaction for residents.
Upcoming property maintenance innovations are steering operations further toward digital and mobile solutions. For residents, various digital backend systems will be integrated into a single platform – they will interact with just one app, even if multiple service providers work behind the scenes. In the near future, the app will also be used to communicate consumption data. The goal is to motivate residents, through challenges and campaigns, to reflect on and reduce their daily consumption habits.
In many buildings, paid sauna reservations have already been introduced and will continue based on the experiences gained. This feature ensures saunas are available to more residents while reducing unnecessary heating. For the property manager, having all spaces in the same system makes life significantly easier. Digital reservations for other common areas have also been highly beneficial. Vandalism and messes are reduced when access to spaces like billiard rooms, gyms, workshops, and community rooms is based on reservations and PIN-code entry.
Co-creation requires open minds and collaboration
An ambitious approach of continuous development and careful planning has proven successful at Setlementtiasunnot, both on a small and large scale. Several block projects involving Setlementtiasunnot have also taught Terhi valuable lessons about the entire lifecycle of buildings. She especially highlights the importance of joint arrangements and management agreements as invisible guarantors of a positive living experience after a building is commissioned.
Co-creation is a familiar method for Setlementtiasunnot. The resident app has been developed through numerous workshops with both employees and residents. As a result, the app was also opened for resident committees to use. This solution truly reflects Setlementtiasunnot’s core value of community.
Community in housing has also been advanced through ambitious block projects such as Sukupolvienkortteli and Viehe in Helsinki, as well as the Sukupolvienkorttelit in Joensuu and Tampere. In these projects, the most suitable digital solutions for supporting communal living have been developed collaboratively.
This article is an ai-generated translation of the original article in Finnish.
