SATO aims to provide good housing for people living in cities. We offer a broad range of apartments: for permanent and temporary needs, in city centres and suburbs, new and old, large and small. The next SATO homes are available for customers who are undergoing changes in their lives.
We are providing homes to approximately 49,500 people who we take care of every day, together with our cooperation network. To understand the needs of our customers, we analyse trends and what our customers value in order to develop our services and to expand our service range accordingly.
The significance of homes to people's quality of life and to society at large requires sustainable and reliable operations. We openly communicate our operating principles. We are a long-term lessor that invests in housing development. Our Code of Conduct defines the actions of our company and our personnel. When it comes to the rental relationship, we follow good rental practices and respect the privacy of our customers.
We use personal data and information about payment behaviour covered by privacy protection in our customer accounts, and therefore, we take extra care in handling all information. We have appointed individuals who handle customer data in accordance with the purpose of use indicated beforehand. Furthermore, we have internal guidelines on data privacy. During the reporting year, SATO received no complaints regarding the handling of customer data, and there was no misuse of customer information.
To improve the engagement of our customers, we promote interaction and impact between SATO and its tenants in a systematic way. We communicate openly and speak boldly, also about difficult matters, in order to improve the customer experience.
In addition to our general interaction channels, we hold customer meetings in each building, but also regionally and nationally. One active resident is recognised as the Customer of the Year. In 2016, this recognition went to a long-term customer from Tampere.
In the resident forum, which meets regularly several times a year, we planned communication practices and service improvements together with our residents. In spring 2017, we will launch a resident panel consisting of our residents in order to create and test new development ideas. We also actively collect feedback through customer satisfaction surveys, and use their results to improve our operations. We renewed our customer feedback practices so that we are more quickly able to address our residents' concerns.
We have also worked with our residents in terms of advertising, having highlighted our residents' stories. The campaign has raised much attention.
A rental apartment is usually the first stop when undergoing major changes in life, for example, when a young person becomes independent or when moving from one location to another, or when moving to Finland from another country. Our aim is to develop operating models, with which we can help customers who are facing a new situation to find a home in their new environment and feel part of their new community.
Our residents may face situations they may not be able to handle on their own. To help our residents facing temporary difficulties, we have recruited a customer service employee who focuses on these types of situations.