Frequently Asked Questions

1. How and where can I apply for a residence?
If you are interested in one of our residences, you can fill out a residence application form at one of our offices or online. For some of our residences, a Wohnberechtigungsschein (German federal certificate of eligibility for public-sponsored housing) is required. This form is available at local offices of the German housing authority.

2. What happens after I fill out the residence application form, and how long is the waiting period for a residence?
After you fill out a residence application form, you will be added to our list of applicants. We will then check if a suitable residence is available for you. You will usually not receive a confirmation for the receipt of your residence application form. If a suitable residence is free, we will contact you and explain the subsequent steps.
Unfortunately, we cannot specify the waiting period for a residence. Waiting periods are based on the residence’s particular requirements and on the circumstances and number of applicants for similar residences. In highly sought-after residential areas, waiting periods can last several years.

3. I submitted my application some time ago but have not yet received a reply. How long should I wait before getting back in touch with the company?
Your residence application form remains valid for up to one year. If we have still not sent you a residence offer after one year, you can fill out a new residence application form in order stay on the applicant list.

4. Do I have to pay a commission?
No, our residences are rented without a commission.

5. Do I need to take out insurance in order to rent a residence?
As the property owner, we cannot require you to take out insurance.
However, we recommend that every tenant purchase liability insurance, which can provide partial or even complete coverage for e.g. water damage to other parties’ property. It is also a good idea to purchase household insurance, which provides coverage for damages to your own property.

6. What is the deadline for paying monthly rent?
Rent must be paid by the beginning of each month and must be received by the third business day of each month.

7. What are my options if I default on my rent payment, or if I cannot provide the rent in full?
If this is the case, please get in touch with your contact person in the tenant accounts department.

8. Can I keep pets in the residence?
In general, keeping small pets is allowed in our residences, as long as other tenants do not feel disturbed. For larger animals, such as dogs, you need written permission from us. In order to obtain this, please contact your customer representative and tell him or her the breed of dog that you have. Fighting dog breeds cannot be allowed.

9. Is there a set of rules for the building, and where can I find it?
Yes, there is a binding set of rules for our buildings. It can be found at the end of your rental contract or on our homepage.

10. When are the quiet periods and what are the considerations for these times?
In order to ensure comfortable living conditions for everyone, all tenants are obliged to exercise mutual respect. For this reason, tenants are to refrain from making avoidable noise. It is generally not allowed to operate mechanical and electronic musical instruments or other sound-reproducing devices at levels exceeding normal residential volume. On weekdays, there are quiet periods from 13:00 until 15:00 (mid-day quiet period) and from 22:00 until 07:00 (nightly quiet period). On Sundays and holidays, the entire day is to be treated as a quiet period.

11. How is cleaning in the stairway handled?
If there is no external company responsible for cleaning in your building, you are responsible for cleaning the building in rotation with the other renters. In the stairway you will find a calendar that records when you are responsible for cleaning.

12. Do I have to remove snow in the winter?
In principle, you are required by your rental contract to remove snow. This depends on individual conditions, whether housekeeping for your building is handled by an external company, and whether snow removal in winter is included in that service. If you are not sure, you can get this information from your customer representative.

13. What are the considerations for aerating or heating?
Your rental residence must be regularly and adequately aerated in order to prevent possible moulding. Proper heating is also of particular importance for this purpose. Do not let the residence lose all of its heat. This will help to prevent mould as well and will save you money, as you will not have to make a large energy expenditure to fully reheat the entire residence. You can find more information here.

14. Who do I contact in case of emergencies if it is not during business hours?
A special emergency number is provided for such occasions.
You can find this number on our homepage, on the leaflet included with your tenant TÜV (official safety certification) or on the black board in the entryway of your building. 

15. How do I deal with small repairs?
For small repairs that do not exceed a cost of €250, you can directly contact the contractor companies listed in your contractor directory.
These companies will bill us as the property owners for the cost of such repairs. For larger repairs, please contact the maintenance technician responsible for your residence. However, tenants must pay for damages that they themselves have caused.

16. I need an additional key. How do I get one?
If you need an additional key for a lock that is not part of a master-keyed system, you can have a key made by the locksmith of your choice. If the key is part of a master-keyed system, please contact your account representative or maintenance technician. Additional keys must be returned as well at the end of your tenancy.  

17. Do I need authorisation if I would like to have another person live in my residence?
If you would like to have someone stay with you for a short period (e.g. holidays), you do not need any special authorisation. However, for long-term or permanent residence, you need an additional resident authorisation. 

18. Can I install floor coverings or other permanent fixtures in my residence?
If you would like to make any structural changes to your residence, you will need a written authorisation from us. Please contact the maintenance technician responsible for your residence.

19. Who do I contact if I have a suggestion or a complaint?
For suggestions or complaints regarding the residence itself or its surroundings, please contact your building and development representative or your customer representative. For technical matters, please contact the maintenance technician responsible for your residence. If you have questions or problems concerning your rent, please contact your representative in the accounts department.

20. Who can I contact if I have problems with my neighbours in the building?
If you have problems with your neighbours and would like support in finding a solution, you can contact your customer representative. This representative can then engage a “conflict mediator” to mediate between the parties involved.

21. What should I do if the disturbances continue?
Your first step should be to try to have a neighbourly discussion with the party causing the disturbance. If you are still unable to find a solution, we ask that you provide us with written notification of the disturbance. In some cases it may be necessary to fill out a “disturbance report”. You can obtain the necessary form from our office, or download it here.
It is best if several tenants can confirm the disturbance by signing this form. Other information, such as date, time, duration, type and extent of the disturbance are also required. After receiving this form, your customer representative will determine what measures can be taken and will contact you with this information.

22. When will I get my service charges bill?
Unfortunately, we cannot specify a date for this bill because we first need to calculate all costs before we can bill your service charges. In order to do so, we need to have all invoices from external service providers. According to legal provisions, however, you will receive your service charge bill within one year after the end of the billing period, at the latest.

23. How long is the notice period for terminating my rental contract?
The legal notice period is 3 months to take effect at the end of the corresponding last month of such a period. Notice must be received at our offices by the 3rd business day of a month in order for that month to be included in the notice period.

24. Does my notice of cancellation need to be given in a specific form?
Notice of cancellation must be given in writing, signed by all parties who have signed the rental contract, and received at our offices by the third business day of the month.
For example, if you want to cancel your rental contract as of May 31st, we need to receive your notice of cancellation by the third business day in March. A fax or an e-mail is not sufficient as a notice of cancellation.

25. I know someone who wants to take over my rental contract. Is this possible?
If you know someone who wants to take over your rental contract, that person can submit a standard application. If there is no reason preventing us from renting the residence to the person you have recommended, we can take this person into consideration in the applicant selection process.

26. How long will it be before I get back my deposit?
If your residence is left in a proper condition, your deposit will be transferred to your specified bank account within an equitable processing time.