Kereby’s service- and communications goals

Good and accessible service
You can always get in touch with us. The office’s opening hours are Monday-Thursday at 09.00-15.00 and Friday at 09.00-14.00. During that time, you can contact your administrator or the Servicecenter.
The phone number for our reception, where you must call to reach your administrator, and our Servicecenter is: 39 45 62 00. E-mail to our Servicecenter is: servicecenter@kereby.dk
If you are in an emergency where you have discovered e.g., a leaking pipe, or a broken window, you can contact us at any time on 39 45 62 00.
In Kereby, it is important to us that you do not have to spend a long time getting through to an employee. At present, the average waiting time for calls to our Servicecenter is 32 seconds.
Based on our Servicecenter we have introduced a more structured service system. The Servicecenter’ s telephone system gives us information about missed calls, diverted calls and the average time in line. We use this information to ensure that we can live up to our service level. At the same time, it is an important tool we can use to see how we can manage our Servicecenter, so that your inquiry is processed in the best possible way.

Information screens
We have installed electronic information screens in all stairwells on with which we provide all relevant information to the tenants – e.g., temporarily closed for the water or an upcoming renovation project of an apartment.
On the screens, tenants in each stairwell can inform and write messages to each other – e.g., about an upcoming party –and send inquiries directly to us, which are subsequently forwarded to the right people in Kereby. Contact details to our Servicecenter are also on the screens.

Clear and timely communication
We inform and communicate to all our tenants either via letter, email, or the info screens in the stairwell to ensure that all relevant information to the tenant about personal tenancies or about the properties is communicated clearly and in a timely manner to all our residents.
We strive to ensure that all our letters are written in a clear and intelligible language.

When can you expect information when we renovate?
Before starting a larger renovation project – e.g., construction of penthouse apartments – that requires scaffolding for a longer period of time, we will always invite either the tenant chairman or all residents to an information meeting.
At the meeting, the project will be presented and questions from tenants will be answered. Subsequently, we will send a summary from the meeting to all the tenants in the property.
Over the course of the project, we will keep you informed if the project significantly changes or is delayed. Any questions about the project can be sent to projekt@kereby.dk.

Every time we need to renovate an apartment in a property, we will inform via the info screens.

The information on the info screen will include brief information about the project, start and end date, and the contact email projekt@kereby.dk, where you can ask questions about the project. If we need access to your apartment, you will receive a notification letter in a timely manner.

When we need to make minor renovations in individual lease units, which are not expected to cause significant noise, we will inform all residents via the info screen in the stairwell.

When will you not be informed?
There will also be situations where we do not inform you and your neighbours if a craftsman needs to enter the property, and there may be several reasons for this. For example, there may be minor errors and deficiencies that a craftsman must correct when a new tenant moves into the property. It could also be that a tenant has suffered an acute water damage that a plumber needs to deal with.
If you have seen some craftsmen enter the stairwell, and would like to know what is happening, you are always welcome to contact us at projekt@kereby.dk.