Heka’s resident satisfaction rose again
Resident satisfaction at Heka rose in almost all areas covered by the survey. A record number of residents responded to the 2026 survey, and residents’ willingness to recommend Heka as a landlord increased.
A record-breaking 5,383 residents responded to Heka’s resident satisfaction survey conducted in September, nearly 800 more than the previous year. Resident satisfaction improved evenly across almost all areas of the survey.
Accessing Heka’s services is now smoother than ever
Over the past year, Heka has made it easier for residents to access its services, and this is also reflected in the survey results: the helpfulness of Heka’s customer service staff (3.65) and the ease of using the OmaHeka Resident Portal (3.75) received higher ratings than before. In addition, satisfaction with property management and maintenance improved.
Heka has speeded up the processing of contact requests and defect notifications submitted via OmaHeka and provided support to residents in using the service. When matters can be dealt with quickly via OmaHeka, the workload on other service channels is also reduced.
– Making residents’ everyday lives run more smoothly is one of our key objectives. It is therefore particularly pleasing to see the efforts to improve our services being reflected in residents’ experiences. It is important to us that residents receive the help that they need as easily and promptly as possible, says Heka’s Managing Director Maria Aspala.
Residents particularly pleased with the location of their homes
Residents remain particularly satisfied with the location of their homes, giving it the highest rating in the entire survey (4.27). The size of apartments and recycling opportunities also received very good ratings.
Satisfaction with Heka as a landlord increased to 3.55. Residents’ willingness to recommend Heka also increased, with the Net Promoter Score (NPS) being +12 this year, compared with +5 the previous year.
– These results are a great achievement for us and show that our long-term efforts to improve everyday living and services are moving in the right direction. It is particularly important that this positive development is reflected so widely in residents’ experiences, Aspala says with delight.
Feedback from residents help improve services
As well as positive feedback, the survey provides valuable information on residents’ expectations and areas for improvement. Heka uses the received feedback to improve its customer service, property maintenance and communication with residents, with the aim of ensuring that its services better meet residents’ needs.
The Heka resident survey was carried out between 14 and 27 September 2026 as an online survey sent to 20,000 randomly selected Heka residents. The response rate was 27%. More than half of the respondents had lived in Heka’s homes for more than ten years. A scale from one to five (1 = poor, 5 = excellent) was used for the evaluation. The survey was carried out by Vitec Roidu Oy.