Woonstad Rotterdam is the largest regional housing corporation with more than 60,000 homes.  New tenants receive a booklet when moving in – yet still many tenants call with questions.

The team wanted a view on why this is, which information is crucial for new tenants and what form is most usable, to reduce pressure on the call center.

• What types of questions do residents have when moving in? How important is each one?
• How do they answer those questions today? Why so?
• What forms of communication do they expect from Woonstad Rotterdam?

The research showed that there are different types of questions – some more urgent than others – that can be handled differently in a guide.

Additionally, it’s not just functional info about the oven and refrigerator tenants want, but most importantly it’s social information. They want to know who their neighbours are, how to interact and how to become a part of the living community.

The key results:

• A new approach to the Tenant Guide based on the “Moving In Journey” – including explanation of technical aspects AND what to do when something is urgently wrong.
• Addition of a social map – what are binds us together as residents in this building?
• All this in a compact Tenant Guide that gives visual “how tos” with links to find more information online