Since 2021, a.s.r. real estate has been using the tenant portal. Tenants have a personal login and can arrange or change matters themselves in the portal, view information about their contract or about a.s.r. real estate, and report repairs. The tenant portal also contains an extensive knowledge base.

Wouter: "We see that more and more tenants know how to find the tenant portal. Over 80% of our tenants have an active account and over 50% have logged in during the past month. Still, we see that the tenant portal works reactively. Tenants only approach the portal when they want to pass on a report or malfunction. We as a.s.r. real estate want to become more relevant by sharing more tenant- and complex-specific information ourselves. It must also be possible for tenants to contact us and fellow tenants from the same complex in an accessible way. This was the reason for investing in the app, including the possibility of a community."

Wouter: "We are currently deploying the app in bivarious various complexes (particularly apartment complexes). In newsletters and via narrowcastingscreens in the complexes, we draw residents’ attention to the app. We are fortunately that this is catching on. The adoption rate is rising. In terms of app usage, we see that the repair requesttool is used frequently, but also that the information about a specific complex (for example, where the waste should be disposed of) is considered good." 

A.s.r. real estate is using the most recent addition to the app; the 'Community'. This feature has been rolled out at two of their apartment complexes and allows tenants to exchange information with each other within different categories. For example, does a tenant want to start a running club? Then the community is the ideal place to post a call there.

Wouter: "Our objective with offering the community is twofold. On the one hand, it promotes connectedness in our complexes. On the other hand, it is an easy way to share information. In the short term, a push notification function will become available where we can actively share news items (think for example of reporting an elevator in maintenance). By deploying the tenant portal and the app with the community in addition to our standard channels (telephone and email), we are better aligned with tenants' information needs. At a.s.r. real estate, we want to offer tenants a pleasant home and living environment and that includes good service. The provision of information is essential for this and must meet the tenant's needs. This is why we will make information available in an increasingly targeted manner in the future."