In response to an increasingly complex and demanding work environment, Stångåstaden has taken strategic and proactive steps to strengthen employee wellbeing and resilience. With rising challenges in both physical and digital interactions with tenants, often involving mental health issues, the company has developed a comprehensive approach to support its staff in managing difficult situations and maintaining a safe and sustainable work climate.
The Challenges and Objectives
Stångåstaden manages a diverse tenant population and in recent years, employees have encountered a growing number of emotionally charged and sometimes threatening situations. These challenges are often linked to tenants’ mental health issues, social vulnerability, and the broader societal climate.
Recognising the impact on staff wellbeing and operational effectiveness, Stångåstaden initiated a series of targeted interventions aimed at building resilience, improving safety, and fostering a supportive organisational culture.
How the Initiative Worked
Systematic After Action Reviews (AAR)
Whenever an employee experiences an unsafe or threatening situation, a structured After Action Review is conducted. This process allows teams to reflect, learn, and share insights in a psychologically safe environment. It has become a cornerstone for continuous improvement and emotional processing.
Digital Incident Reporting Tool
To enhance transparency and follow-up, Stångåstaden introduced a digital tool for incident reporting. This system provides real-time insights into safety-related events across residential areas, enabling better resource allocation and preventive measures.
Guidelines and Training for Challenging Customer Dialogues
New guidelines have been developed to support staff in navigating difficult conversations with tenants. Training sessions have been delivered to customer service teams, focusing on de-escalation techniques, empathy, and boundary-setting.
Mental Health Awareness Training
All customer-facing roles have undergone training in how to interact with tenants experiencing mental health challenges. The training equips staff with knowledge, tools, and confidence to respond appropriately and compassionately.
Enhanced Onboarding with Safety Focus
The onboarding process has been redesigned to include a strong emphasis on risk awareness, desired behaviours, and the company’s safety and wellbeing strategies. This ensures that new employees are well-prepared from day one.
Recurring Safety Training
In the second year of employment, customer-facing staff are invited to participate in a safety training focused on acute situations. This training is repeated every two years to reinforce knowledge and maintain readiness.
Results Achieved
- Increased employee confidence in handling complex tenant interactions
- Improved incident tracking and response times
- Strengthened organisational culture around safety and wellbeing
- Enhanced collaboration between HR, operations, and customer service teams
Key Lessons Learned
- Psychological safety is essential for learning and resilience
- Digital tools can significantly improve situational awareness and follow-up
- Ongoing training and clear guidelines empower staff and reduce stress
- A proactive approach to mental health benefits both employees and tenants
Find out more
To find out more on this initiative, please contact Stangastaden’s Coordinator through the Members Only Zone. If you are not yet a member of Eurhonet, find out about joining us.
