Conflict management

Organized casework with our cooperation partner Büro Wellbrock - Social Services

In March of 2004, casework was tested as a pilot project in the Hanau branch office of Nassauische Heimstätte for the first time. It was the goal to defuse conflicts of individual leasing parties or whole housing communities through the connection to external service providers – social workers, mediators – and also in this way to relieve account executives, who saw themselves increasingly confronted with neighborhood conflicts and tenant civil disputes that extended beyond the actual service functions of an account executive.

In the meantime, a standard offer, which the account executives of all branch offices can access, came from the pilot project. When there are complaints or tenant disputes, which can not be settled in the normal course of customer service, the account executive can request casework from NH via social management. To do this, the company concluded a cooperation contract with Büro Wellbrock – Social Services.

Casework is an important instrument of conflict management since it implements and connects different goals of Nassauische Heimstätte with one another:

• efficient portfolio management
• professional tenant counseling
• tenant counseling and support
• conflict minimization in Nassauische Heimstätte housing estates

Contact person:
Tanja Steinke
Tel. 069 6069-1138
Mail: tanja.steinke@naheimst.de