Every year about 3 000 students move in to AF Bostäder’s housing, and everyone is to feel that they are moving into good accommodation. Such a high moving rate requires meticulous planning, purposefulness, the right digital tools and a 100% customer relationship, so that everything synchronises smoothly on the move-in day. AF Bostäder’s caretakers coordinate all the aspects.
AF Bostäder owns and manages housing for 6 000 students in Lund, divided between several housing areas. The customer perspective is central to operations, and customer surveys repeatedly show that the students want to move in to housing that is perceived to be as clean and fresh as possible.
“It sounds like an easy task, but our tenants are a mobile customer group who may change their study programmes, course modules, place of study and country of study several times in 3–4 years,” says Anna Malmström, Property Manager at AF Bostäder. “That’s why there is a change of tenant in about half of our housing every year. This means a lot of wear and tear on walls, surfaces and furnishings, as well as considerable administration related to all the moves. Despite the large number of moves, it is important that we are thorough concerning the change of each individual tenant. This ensures not only that our customers are satisfied, but also that our housing maintains a good standard over time.”
At AF Bostäder, the first of each month is something of a special event – particularly at the start of semesters. On 1 September every year, housing for up to 700 students will change tenants in the space of two hours. In that time, a number of actions are carried out to ensure that the next tenant’s move-in experience will be as good as possible.
“Our pace is unique in the property sector, perhaps there are equivalents in the major travel companies,” says Anna Malmström. “Between 12.00 and 14.00, we are to do all the move-out inspections, ensure that cleaning has been done according to the rules, assess and rectify basic maintenance needs in the accommodation, plan any necessary major measures, perhaps find creative solutions to unexpected problems and make sure hundreds of sets of keys change owners.”
The caretakers are responsible for the budget, staffing and planning of the moving day – an intensive process that is prepared weeks in advance. Through the property management system, the caretakers keep track of all the tenant changes. Times for inspections are arranged well in advance of the moving days and resources are allocated between AF Bostäder’s housing areas. Repair kits, tools and materials are carefully prepared for the moving day. Cleaning companies are hired in and circulate in the housing areas, staffed according to the number of moves for the first of the month in question.
“There is a steady stream of corridor room and apartment inspections,” says Anna Malmström. “We ensure that the accommodation is in good condition and well-cleaned. The technical and safety aspects are also inspected, such as working ventilation, intact electrical sockets, checks of the smoke alarm, cooker, locks, windows and so on. If the cleaning is not up to standard, the cleaning company goes into action immediately. Simple maintenance measures are carried out by the caretaker on the spot, and any major measures are scheduled at once, so that the next tenant receives clear information on what must be done, and when.”
“If we find major problems, we ensure that part of the accommodation is accessible, so that the new tenant can move in their belongings, or in a worst-case scenario we will provide temporary accommodation. All administration and information are digital in our own system. The caretaker is responsible for updates on status and details, and the Service Centre is informed when everything is completed. As soon as the accommodation is available and ready for the move-in, the keys are handed out, and the next student can move into accommodation that is clean, fresh and ready for the best conceivable student life,” concludes Anna Malmström.
Latest update June 1, 2022