Adler Group is accelerating the optimisation of its property portfolio in Berlin. The focus is on modernising tenant communication, digitalising property management, and converting to a climate-friendly heating supply for approximately 17,500 residential and commercial units. These developments are based on an optimised IT infrastructure and strategic cooperations that were established beforehand.
A central element of the digitalisation strategy is the introduction of a tenant app in spring, which will ensure modern customer service. This application allows for simplified and accelerated reporting of damages, whose status can be transparently tracked. Additionally, the app functions as a central digital repository for tenant-relevant documents such as tenancy agreements and utility bill statements, ensuring their availability at all times.
Increased Efficiency in Communication and Maintenance
In addition to the tenant app, an AI-based tenant hotline has been implemented, enabling 24/7 dialogue in 14 languages for all tenancy matters. A personal hotline remains available for emergencies. These measures aim to facilitate communication and accelerate the rectification of defects. Internal processes in tenant and property management are being optimised through a digital ticketing system. Caretakers can digitally record hazards, defects, or repair needs directly on-site during property inspections. Protocols for apartment handovers and takeovers are also created digitally, which creates transparency and shortens processing times, as tickets can be automatically triggered where necessary.
From 1 August, the coordination of smaller repairs will be handled by cooperation partner GIG24 to achieve further process optimisations with added value for tenants. Clearly defined service levels are intended to allow a short-term repair appointment to be offered in approximately 60 per cent of cases. Furthermore, 60 per cent of reported defects are to be rectified within seven working days. The organisational structure of Adler Group has been more strongly aligned with tenants' needs across departmental boundaries for this purpose.
Focus on CO2 Neutrality and Energy Efficiency
Another key focus is on the CO2 neutrality of the property portfolio. Within the next two years, Adler Group's entire building stock in Berlin will be converted to a climate-friendly heating supply. Initial steps have already been taken; 19 properties are using the PAUL Net Zero technology platform. This integrates highly efficient heat pump systems with AI-supported energy optimisation, as well as intelligent control and monitoring systems. This partnership helps to significantly reduce the CO2 emissions of the property portfolio, increase energy efficiency, and prepare the buildings for the requirements of the energy transition.
Dr. Karl Reinitzhuber, CEO of Adler Group, commented on the measures: “Consistent digitalisation and the use of AI tools in various processes, from internal administration to tenant communication and energy optimisation, offer advantages for companies and tenants alike. This enables the creation of digital workflows across system boundaries, leading to cost reduction and increased employee efficiency. In parallel, we place importance on the climate-friendly heating supply of our portfolio to ensure long-term tenant satisfaction and the strengthening of portfolio value.”
