Frequently asked questions

After you moved in, we will have emailed you the property handover checklist. The items on the checklist are intended as guidance for reporting any defects. If you identify any other defects in the property, please report them to us within 14 days by directly responding to this email.

Emergencies are damage caused by natural events, damage to the interior or exterior of a building that could be dangerous, criminal activities, damage to pipes that involves leaks and interruptions to your electricity, gas, water and heating supply. In these cases, you can contact us outside office hours and at the weekend using the emergency hotline number displayed in the entrance area.

The deposit will only be repaid once all of the costs incurred during the tenancy have been paid in full.

The repayment will only be delayed if there are still questions about certain costs or if they have not yet been paid. These costs usually apply to repairs for damage identified when the property is handed back or to an open ancillary cost bill.

The deposit is normally a maximum of three months’ rent. A deposit gives the landlord security in case a tenant doesn't pay their rent, ancillary costs or cause damage to the rental property.

Any costs for repairing damage or replacing parts are recorded in the property handover checklist and may be deducted from the deposit. Other reasons could be outstanding rent payments or additional ancillary costs that have not yet been paid.

The contractually agreed rent includes ancillary payments paid on account. Our property managers strive to calculate this amount as accurately as possible based on previous ancillary cost statements and experience. However, your actual consumption and actual cost will only become apparent once the annual ancillary cost statement is drawn up. If your consumption is higher than that covered by the payments on account that you have already made, you will be billed for the difference. If, on the other hand, it is lower, you will be given a credit note. 

The prorated service charges are the general costs for services such as maintaining the property, seasonal expenses such as snow removal, garden maintenance, fees for rubbish, water and waste water, as well as shared electricity costs for the lighting in the stairwell and laundry room. These costs are distributed proportionally among all tenants according to a key. Please note that this list is not exhaustive. For more information, please refer to your tenancy agreement. 

They include heating and hot water as well as other service charges. For more information, please refer to your tenancy agreement. The ancillary costs do not include extra costs such as privately used electricity, Internet, SERAFE etc. These have to be paid directly to the relevant provider.

We are expecting that the rise in energy prices will lead to a significant increase in ancillary costs. However, we are not able to reliably estimate the amount by which ancillary costs will increase because the price trends for gas and oil are still very volatile. Added to that, rising raw material prices could also have a negative effect on a range of other services, which could also lead to an increase in the service charges for your property and cause your ancillary bills to be increased. In this regard, please bear in mind that your monthly payments on account are not based on current costs. Higher energy prices will therefore not immediately affect your payments on account and will only be evaluated when the annual bill for your actual ancillary costs is drawn up. 

Voluntarily choosing not to use communal infrastructure provided on site, such as lifts, playgrounds, etc. does not exempt tenants from the obligation to pay. In these cases, the principle of solidarity applies.