We work to promote better and more sustainable urban housing. The Lumo brand delivers our residents the best customer experience in housing. Our main objectives are satisfied residents and increasing our Net Promoter Score (NPS).
The best customer experience – targets of the focus area
- The score awarded by our residents for the ease of Lumo homes’ communication regardless of the service channel will be 4.5/5 by the end of 2023.
- We will introduce more services that promote sustainable housing and our residents’ well-being.
- By the end of 2023, 90% of our households will use the My Lumo service.
Environmentally friendly and responsible Lumo
- The score awarded by our residents for the convenience and functionality of waste sorting and recycling at Lumo homes will be 4/5 by the end of 2023.
- We will enhance waste sorting by our residents and reduce the volume of mixed waste from one year to the next. By 2025, at least 80% of Lumo homes will have a sorting solution that supports four waste fractions.
- By the end of 2025, at least 70% of the home appliances in our properties will have a high energy efficiency rating.
Safety and comfortability
- The score awarded by our residents for the safety and comfort of Lumo homes will be 4/5 by the end of 2023.
- By the end of 2025, all of our properties will have energy-efficient lighting that increases safety.
- We will ensure that the indoor environmental conditions of our apartments are healthy.
- We will promote a strong sense of community in housing through our active Lumo teams, among other means.
- We will promote our Customers Viewpoint operating model.
Smart solutions and services for housing
- The score awarded by our residents for Lumo homes’ services that make daily life easier and promote sustainable housing will be 4/5 by the end of 2023.
- By the end of 2025, the opportunity to use a shared vehicle will be offered at all of our properties.
Page updated 28 February 2022