Frequently asked questions from our tenants

Ideally via the contact form (request type "I am a tenant") or by email. Please tell us the property, the apartment and briefly describe the problem. Photos help a lot – simply attach them to an email.

We document every report and get back to you within two business days with the next steps.

Our office hours are Monday to Friday, 9 am to 5 pm. We deliberately do not offer an emergency number – instead, we reliably answer every enquiry within two business days. What to do in a real emergency is explained in the next section.

If lives are at risk, always call the emergency number 112 immediately.

If you smell gas: do not use light switches, doorbells or electrical devices, no open flames, open the windows, warn your neighbours, leave the building and call 112 or the gas supplier's emergency service from outside. Afterwards, please let us know by email.

Close the stop valve of the apartment or the main water valve in the basement, switch off affected electrical devices and limit the damage as far as you can safely do so. If water is getting into other apartments, tell your neighbours. Then report the damage with photos by email or via the form.

First check the fuse box in your apartment and switch any tripped fuses back on. If a fuse trips again immediately, unplug the device you switched on last. If your neighbours or the whole street are affected too, the fault usually lies with the grid operator. If only your apartment stays without power, please contact us.

Once a year by email as a PDF, no later than twelve months after the end of the billing period (§ 556(3) German Civil Code, BGB). The statement lists every cost type, the allocation key and your advance payments separately.

Yes. Just send us a short message and we will provide the receipts for the statement. You can raise objections to a statement up to twelve months after receiving it.

After a statement, the advance payment can be adjusted to the actual costs – up or down (§ 560(4) BGB). This avoids large back payments the following year. We will inform you of any adjustment together with the statement.

Whether and up to what amount you pay for minor repairs yourself is set out in your tenancy agreement – it is not the same in every agreement. If in doubt, just ask us.

Please report any damage to us first. We will hire a qualified contractor and arrange the appointment with you. In case of acute danger, follow the advice in the section "In an emergency".

We arrange the handover appointment at least two weeks in advance. When you move in and out, we prepare a written report together, recording the condition of the rooms, the meter readings, the keys handed over and photos. Both sides sign it, and you receive a copy.

We issue the landlord confirmation for the citizens' office (Bürgeramt) when you move in (§ 19 Federal Registration Act). You must register your address yourself within two weeks of moving in.

Separately from our own assets in a dedicated deposit account, as required by § 551 BGB. The deposit is at most three months' base rent and can be paid in three equal monthly instalments, the first at the start of the tenancy.

After you move out, we repay the deposit including interest as soon as the handover is complete and we have checked any outstanding claims. If a service charge statement is still pending, we may keep back a reasonable part until it has been prepared – you receive the rest before then.