Lumo organises communications training for its property maintenance partners and regularly brings together industry actors to develop the customer experience of Lumo homes.
Reliable and professional partners are a key part of Lumo homes’ everyday operations and fulfilling the promise of the best customer experience. Property maintenance, cleaning and other service partners have a direct impact on the condition and safety of Lumo buildings and the smoothness of residents’ daily lives.
In 2025, Lumo Homes invested in the development of the customer experience, particularly through a new type of property maintenance cooperation model and customer communications training.
Better results through closer cooperation
Lumo Homes has found a way to further strengthen the cooperation between property management and maintenance partners. Lumo organises a quarterly meeting to which all of the company’s largest property maintenance partners are invited – to openly share news and exchange ideas.
“At first, the atmosphere was a bit tense as we reviewed our partners’ goals, results and areas in need of development with others of the same industry present. However, we have ultimately found that the operating model works well, as this has produced results. The closer cooperation has been reflected in smoother service in our residents’ daily lives and in their comfort of living,” says Ville Kilpi, Director of Property Management at Lumo Homes.
The aim of the new property maintenance cooperation model is to develop cooperation between the Lumo homes’ property management and property maintenance companies, as well as between the maintenance partners.
“We hope that all our employees and partners working at Lumo buildings will actively observe and report any problems, such as burnt-out lamps, loose door handles or doors that do not close well to each other so that the problems can be fixed as quickly as possible,” Kilpi adds.
Maintenance workers’ communication matters
Shared operating models for activities at properties and communicating with residents are important elements for the property management of Lumo homes in order to enable consistent service regardless of address or maintenance work.
Property maintenance partners are involved in many aspects of everyday life, and they are one of the most visible representatives of the landlord to residents. Maintenance is responsible for maintaining buildings and homes as well as fault reporting communications.
“We want to do our part to ensure that everyone working with our customers has the necessary tools to provide the best customer experience – which is why we organised communication training sessions for our service partners this year,” says Kilpi.
“We travelled from Helsinki to Rovaniemi and organised a total of 15 training sessions along the way over the year. A few partners have not yet received the training, but this important work will continue in the new year, taking into account possible personnel changes.”
The training sessions reviewed the goals and operating methods of Lumo Homes and emphasised the responsibility of everyone working with residents in building the Lumo customer experience. The training sessions particularly emphasised the importance of timely, clear and consistent communication and customer encounters.
“The key message of the training was that it is important for the residents to know what is happening and when,” Kilpi summarises.
The majority of the maintenance partners who participated in the training felt that the content was useful and the face-to-face discussions were good, with regard to both the residents and the use of systems.
“After the training sessions, we have also received good feedback from our residents on communications and faster response times,” Kilpi concludes.