What are the information needs of tenants?

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Woonstad Rotterdam is the largest regional housing corporation with more than 60,000 homes. New tenants and those who reoccupy their home after renovation receive a Tenant Guide in the form of a booklet or fan booklet. Woonstad Rotterdam want to research which information is crucial for these tenants and which form is most suitable for this.

Woonstad Rotterdam has chosen 5hellos to hear directly from tenants about the challenges they face and the information they need when moving into their new home.

“Through this research with 5hellos, we have not only gained insights about the Living Guide, but also insights into the entire customer journey. This will ensure a better living experience.” – Vincent Borst, Customer Insights Advisor at Woonstad Rotterdam

Research set-up

We started with a survey among 550 tenants regarding information needs about their new or renovated home. In two qualitative 5hellos sessions, we zoomed in on the experiences of new tenants or tenants returning after renovation.

These sessions covered the following aspects:

• Typical situations and questions that arose around the move
• Appreciation of the Tenant Guide information, and why
• Discussion of likes and dislikes

Before the sessions, participants filled in a survey with 5 questions. Expert moderators Tess and Saranda had delved into the answers beforehand, which allowed them to focus on relevant topics and insights during the sessions.

Outcomes

The survey and 5hellos sessions brought to light insights as well as clear action points which the 5hellos team recorded in a concise and comprehensive report.

• Information about the technical aspects is appreciated. Moreover, the needs turned out to be broader than just the Tenant Guide.
• A physical compact Tenant Guide is desired, with the possibility for tenants to find more in-depth information online.

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