Heka’s resident satisfaction on the rise
Resident satisfaction at Heka has increased in all areas. In the 2025 resident survey, 52% of respondents rated Heka as a good or excellent landlord, up from 39% in the previous year.
The annual resident satisfaction survey was carried out in September to find out how satisfied residents are with Heka as a landlord. Residents remained very satisfied with the location (4.25) and size (4.15) of their homes. The professionalism of the property managers (3.63) and the service attitude of the cleaning staff (3.60) were also rated highly. Waste recycling facilities were rated as good (3.96), and no significant differences in resident satisfaction were found between the sites.
“We listen to our residents carefully, because their feedback tells us what direction we need to take. A safe and affordable home is the foundation of a functional everyday life – and we won’t compromise on that,” says Heka’s Managing Director Maria Aspala.
Improvements to customer service satisfaction through new ways of communicating
In terms of customer service, satisfaction with dealing with issues concerning rent payment improved the most, from 3.18 to 3.83. Heka has improved communication with residents, for example by sending text messages when rent or other debts start to accumulate. Heka also continues to communicate with customers by phone, email and letter to ensure that each resident receives support in a timely manner. Furthermore, residents have been offered housing consultation services in cooperation with the City of Helsinki as well as rent payment advice.
Residents increasingly manage their affairs through the OmaHeka Resident Portal, which has become by far the most popular way to contact Heka. In the portal, you can e.g. check the status of rent payments, contact customer service and property management, and submit defect notifications.
“The results of the resident survey show that our hard work on development is reflected in the daily lives of our residents. Residents feel that the service has improved and doing business has become easier,” says Aspala.
Heka homes attract long-term residents
The Heka resident survey was carried out between 15 and 28 September 2025 as an online survey sent to 20,000 randomly selected residents. The survey garnered 4,601 responses, giving a response rate of 23%. A scale from one to five (1 = poor, 5 = excellent) was used for the evaluation.
Of the respondents, 54% were single households and 41% were families with children. More than half of the respondents had lived in Heka’s homes for more than ten years.