Elan Wonen opts for complete unburdening and sustainable progress.

Project overview

Elan Wonen has outsourced the complete energy management of 17 collectively fired residential complexes with 1,294 homes to ista. This includes heat supply, technology, finances and resident communication, in collaboration with Four Energy and Schouten Techniek.

Solution

ista provides Elan Wonen with a total concept for energy management, consisting of three integrated modules: technology, finance & contract management, and customer contact. These modules are supported by weekly guidance at operational and communicative level. The collaboration with Four Energy for heat supply and with Schouten Techniek for maintenance ensures a strong network of implementing partners under the direction of ista.

Result

ista has fully professionalized Elan Wonen's energy management with measurable results. By recording and monitoring technical KPIs via the ReduQ tool, performance can be viewed and adjusted. A multi-year maintenance budget and regular evaluations with the maintenance partner ensure predictability and reliability. Financially, the processes are streamlined: ista manages the collection, settlement, mutations and supply contracts, in close collaboration with Debicasso. Thanks to annual tariff agreements, the costs for tenants remain below the ACM level. In addition, ista takes care of Elan Wonen completely in the field of customer contact via a central helpline, which leads to faster processing of questions and higher tenant satisfaction.

Success factors

Twice a year, ista provides Elan Wonen with extensive reports with insights into technology, finances and customer contact. This includes the status of complaints, maintenance, energy performance and customer interactions. Elan Wonen receives a detailed update every quarter. On the financial front, outstanding debtors, paid purchase invoices, mutations, vacancy, and proposals for advances per resident and rate structures are reported.

For technology, the report includes all registered complaints, failure rates per complex, response times, the status of maintenance and efficiency per complex, and a ReduQ analysis with proposals for improvement. Customer contact is also made transparent with data on the number of complaints handled and outstanding, broken down by type and by complex. These reports give Elan Wonen a grip on the process and form a valuable basis for adjustment and joint optimization.