Resident satisfaction at Porvoon Kodit has been monitored regularly since the beginning of 2025 using four different surveys:
After a maintenance visit, moving out, and moving in, a survey is sent out, and once a year, a resident satisfaction survey is sent to all residents.
Satisfaction in the surveys is measured with scores from 1 to 5. The surveys also measure our residents’ willingness to recommend Porvoon Kodit as a landlord. The average recommendation index (NPS) for all surveys in 2025 is 35.4, which is good result.
The responses received from the 2025 resident satisfaction survey show that overall satisfaction at Porvoon Kodit is at a good level. Many of our services receive praise from residents. Residents are most satisfied with the location of their area (4.3), recycling opportunities (4.3), and waste management (4.2).
Our residents see the greatest need for improvement in resident activities (3.2) and the possibility to influence their own living situation (3.3).
Residents who responded to our moving-in survey gave the highest scores for the smoothness of key pickup (4.6) and the ease of applying for an apartment (4.4). Our new residents are mainly satisfied with the condition and cleanliness of their apartment (3.7). The results indicate a good basic level and point to small improvements, such as clearer instructions for final cleaning and strengthened quality control. Naturally, some apartments need renovation, as our housing stock was built in different decades.
Those moving out are very satisfied. Information provided during the move gets a score of 4.3 and the accessibility of customer service 4.1.
Maintenance and Resident Satisfaction
Regarding maintenance visits, residents are particularly satisfied with the ease of submitting fault reports (4.5) and the service-mindedness of our maintenance staff (4.4). Overall, the handling of fault reports is considered very good by residents, as even the lowest-rated aspect—speed of handling maintenance tasks—receives a score of 3.9.
To support our own observations, we utilized data from resident satisfaction surveys and the open feedback we received. Based on these, we drew conclusions about property maintenance and cleaning. For example, based on the feedback, we decided to provide technical property maintenance ourselves in all our properties, which led us to discontinue outsourcing technical maintenance. This way, we ensure that all work, both regular and on-call, is under the supervision of our own managers .
In addition, we updated subcontracting agreements, for example, regarding winter maintenance and cleaning. The goal of these new agreements is to ensure quality of services and improve the resident experience.
Why is resident feedback important to us?
Based on feedback, we identify important development themes that we plan to advance during the current year. As a landlord, we consider strengthening community spirit and encouraging resident activities to be very important and valuable. At its best, community spirit is also a retention factor that helps residents enjoy living in Porvoon Kodit apartments.
Residents’ opportunities to influence their own living conditions is something we want to continue to increase. In the fall, we launched an option for residents to claim a paint package once every five years, which allows them to refresh their home’s walls and choose accent colors from our selection. In addition, residents now have more possibilities to make small self-funded changes (e.g., installing cat nets on balconies, installing blinds) in their homes and influence the functionality and interior solutions of their apartments. For these changes, permission must be requested in advance from the property manager. You can read more about the paint package and modifications here.
Customer Director Laura Kalakoski
A warm thank you to everyone who responded to the surveys! Resident satisfaction is one of the most important indicators for Porvoon Kodit. Thanks to our new regular surveys, we now have a better pulse on where we have succeeded, where there is room for improvement, and how our residents experience living and our services in everyday life. We receive feedback continuously throughout the year, not just once a year, so we can react quickly and develop our operations in the right direction.