FI-EN Marika Koivu appointed Director, Residential Tenant Services

The need to establish a new unit arose from the desire to start a new chapter in the resident experience of rental housing and to place the resident experience at the core of the housing business. Living has undergone a transformation: expectations have grown, there are more options, and the smooth running of everyday life has become a central part of the value of housing.

“We are investing in the resident experience right now because living has changed, and our goal is clear: we want living with Kodisto to be so easy and seamless that, in the minds of both our current residents and potential residents, we are always option number one. When life changes shape, we want residents to come to us for a new solution, rather than turn to our competitors,” says Marika Koivu, who has started in her new role.

A solution-oriented attitude is at the core of our customer promise

When the expertise of specialists from different teams is brought together in a single unit, we can provide more comprehensive and, above all, better service. Our good resident experience is built on the feeling that dealing with us is easy and fast, and that the customer feels they have been heard.

With the new team, we will also sharpen our customer promise. We are the kind of people you’re happy to contact, because you know the job will get done.

“We work closely and smoothly with the other housing business teams. But what happens behind the scenes isn’t visible to the customer,” says Koivu.

Digital services and personal service complement each other

For us, personal service and digital solutions don’t compete with each other – they complement one another. If you prefer to receive personal service by phone, that’s available. If you’d rather handle things online, our digital services let you do so smoothly 24/7 – without forgetting the personal touch there either.

“Sometimes the best experience comes from getting a quick answer online. Other times it comes from a conversation and the time someone gives to handling your matter, really listening to you. Our job is to make sure both work together. In the end, our goal is actually surprisingly simple – to make renting a home easy. Something that feels smooth without needing any special attention,” Marika says.

A good resident experience is a competitive advantage and a prerequisite for sustainable business.

When resident services are in good shape, the impact is also visible in the numbers, which our investor clients naturally value. This shows up as longer tenancy periods, more stable cash flow and more predictable business. That’s why we develop our services, listen actively to feedback and build housing as a whole where everyday life runs smoothly.

The best resident experience is built from the inside out

“As a leader, I want to be people-oriented and empathetic. Working together and involving team members in developing their own work is also important. I sincerely believe that the best resident experience is built from the inside out – when colleagues are doing well and everyday life is characterized by caring, smooth collaboration and a willingness to find solutions, the customer will definitely notice it,” Marika says and continues: “A growth mindset and enabling a culture of experimentation are also central to my leadership. I want to create an environment where it is safe to experiment, learn and fail. We continuously develop our operations by learning together, making use of feedback and seeking better solutions,” Marika sums up.

Want to hear more? Get in touch!

Sanna Lehikoinen
Head of Business Unit, Residential Business
+358 44 378 3464
sanna.lehikoinen@newsec.fi