Gesobau Tenant Service

Gesobau Tenant Service

When leading housing association Gesobau decided to offer a 24 hour online service for tenants to report damage or defects, the aim was to improve tenant services as well as reduce the costs for managing repairs.

The first step in devising an intiutive service for users was to create an easily understood catalogue of defects and locate these throughout the rooms of the building (kitchen, bathroom, bedroom, living room).

Together with software developers Datatrain, Thomas Manss & Company designed a web app for desktop computers, tablets and smartphones that allows tenants to describe a defect using a step-by-step dialogue. From the location to the nature of the defect, this dialogue creates a detailed description that helps Gesobau identify the most suitable remedial action. At the end of the process, tenants can leave a personal comment and a time slot when they are contactable.

Client information


With approximately 100,000 tennants Gesobau is one of the leading housing associations in Berlin. The organisation has become a role model for the Berlin housing market through ongoing process optimisation, longterm planning, community involvement and sustainable portfolio maintenance.

GESOBAU also provides a range of community programmes for residents, including educational, cultural and leisure activities, opportunities for the integration of minorities, accommodation for senior citizens, support for the artist community, welfare benefits advice and financial inclusion programmes.