BUWOG is the leading private full-service provider on the Austrian residential property market. Based on our theme of “happy living”, all of our energy flows into the conceptualisation, realisation and management of apartments that meet people’s various needs and life situations. When a project is completed, there is nothing better than handing over the apartments to the new residents. For Elisabeth Sobotka, an employee in sales, personally handing over the apartments is a highlight every time. In this interview, she tells us how the handovers at BUWOG work and what goes on behind the scenes.
Digital innovation meets service with a heart
As a driver of innovation, BUWOG uses every opportunity to optimise processes and make contact with customers more digital and transparent. For this reason, the handovers of all BUWOG apartments are now carried out digitally. Together with the handover team, customers have the opportunity to access all of the handover documentation directly on their tablet and to also sign everything digitally. If there are any complaints on site during the inspection, they are entered directly into the apartment plan with the exact location and can also be recorded with a photograph. Digital apartment handovers are not only clear and efficient, but they also avoid a “flood of paper”. But what exactly comes to mind when thinking about an apartment handover? Elisabeth Sobotka takes us behind the scenes.
How do apartment handovers proceed at BUWOG?
Our tenants are greeted by a reception committee comprising sales and construction management staff and receive a welcome bag with important documents about the apartment and one or two BUWOG goodies. In the KENNEDY GARDEN project, these were lavender soaps in the “Lavandula” section and orchids in the “Orchidea” section. At HELIO TOWER, the new residents received bath towels. But there were also quite unusual surprise gifts, e.g. an inflatable swan-shaped floaty in the SEESEE-TOWER project, a large number of which were found in the adjacent swimming pond the following summer.
After the tenants have checked their apartments for defects, these are recorded with photographs if necessary, which now occurs completely digitally via tablet. Finally, they receive their keys and can toast the festive event with a glass of prosecco or orange juice in our catering corner.
What makes the apartment handovers special?
Since moving into a new apartment is quite a joyful and extraordinary occasion, there is a very special, positively charged atmosphere on site. There is plenty of laughter, and everyone is excited and ultimately relieved when everything has gone well. At this point, the interior is thoroughly completed, and the finished project, which has been eagerly anticipated up to that point, can be admired.
What is your role in all of it?
I am responsible for organising the sales documentation and for placing the apartments in advance. I also arrange the handover dates and check whether the rental contract and the financing contribution have been properly received. On the handover day itself, I welcome all of the tenants and am the contact person for all questions about the project or process.
What do you like about your job?
It gives me enormous pleasure when the new tenants are satisfied with their apartments and our service and appreciate our handover and preparation team’s activities. Every project is unique and I never stop learning. In new building sales, I am involved almost from the very start and follow the development of a residential building from planning to construction of the shell to completion. My tasks are varied, challenging and exciting.
Have there been funny or comical situations when handing over an apartment?
Absolutely! There have been a couple of relationship dramas on site, which ended either in the tearful cancellation of the apartment or in us being able to rent out two separate apartments instead of one.
In addition to small and large dogs, children have also been “entrusted” to me while their parents were involved in the apartment handover. Once in a while the adults “forgot” the kids were with me when enjoying champagne and small sandwiches after accepting the keys.
Sometimes our sales team also receives small thank-you gifts in the form of chocolate or flowers. Once there was even a fine negligee in a gift box. Even the most quick-witted sales colleague can be at a loss for words.
In one of my first projects, a tenant showed up in a swimming costume because she wanted to spend the waiting time until the handover at the in-house pool. She was quite relaxed about the fact that we didn’t serve cocktails.
