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Ensuring customer satisfaction

Wiener Wohnen is an institution of the City of Vienna and in charge of approx. 220,000 municipal flats in roughly 1,800 municipal housing estates. Given this huge number of dwellings, it is evident that manifold challenges must be met. The service hotline of Wiener Wohnen was instituted to resolve the problems reported by tenants quickly and effectively and, as a consequence, to increase customer satisfaction.

The service hotline is available around the clock, seven days a week. Every workday, up to 90 staff members process around 3,800 calls. Incoming calls are reliably answered within 20 seconds.

The staff deals with all sorts of requests, including e.g. questions relating to rents, annual maintenance cost statements, flat transferral to another tenant, house rule infringements or lift breakdowns.

In case of water pipe damage, mould infestation, defective windows or – in the most extreme case – home fires, the staff of the service hotline relay these problems immediately to the competent departments, thus enabling them to act quickly and inspect the situation on-site and/or remedy the damage.

Further information (in German)