Frequently asked questions
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1. How long is the tenant’s notice period when terminating a lease?
Lease agreements that are valid until further notice can be terminated by the tenant with a notice period of one (1) full calendar month. This is independent of the duration of the lease, but please note that your lease agreement may have a condition about the earliest possible starting date of the notice period (see question 5).
The notice period starts on the last day of a calendar month. This means that the lease ends on the last day of the calendar month following the date of the notice (unless you want it to end later, e.g. on the last day of the second following calendar month). For example if you give notice to terminate your lease in August, the notice period means that your lease ends on the last day of September.
2. How do I give notice to terminate my lease?
Notice needs to be given in writing. We recommend that you use this email template.
You can also use a free-form email or letter. Even though is is free of form, the notice needs to contain the following information:
- it is a notice of lease termination,
- full address of apartment (street, house number, stairwell letter, apartment number, postal code, city),
- names and phone numbers of all tenants,
- the day that the lease ends based on the notice period.
If there are more than one tenant, a written notice to terminate a lease needs to be given by all tenants mentioned in the lease agreement. A spouse living in the same apartment with the tenant needs to give written approval for the notice to terminate the lease even if he/she is not a party to the lease agreement. If the notice is given by email, an easy way to get the approval is to send a copy of the email to the spouse and have him/her answer it with an approval. In a letter this can be done adding the words ”as spouse I approve” to the bottom of the letter along with the spouse’s signature and print name.
3. How long is the lessor’s notice period when terminating a lease?
Lease agreements that are valid until further notice can be terminated by the lessor with a notice period that depends on the duration of the lease. If the duration of the lease at the time of giving notice is less than one year, then the lessor’s notice period is three (3) full calendar months. After this the lessor’s notice period is six (6) full calendar months.
4. What is the removal date?
The removal date is the last day of the lease per our standard contract terms.
5. My lease agreement has a condition about the earliest possible starting date of the notice period. What does this mean?
The earliest possible starting date of the notice period means the earliest time from when a notice period can start no matter when the notice is given. The condition applies to both parties. For example if your lease agreement says that the earliest possible starting date of the notice period is on August 31st, even if you as tenant would give notice in June, the notice period would not start before August 31st and the lease would end on September 30th.
Questions 1 and 3 apply to the length of the notice period after the earliest possible starting date of the notice period.
6. I want my lease to end before the earliest possible starting date of the notice period allows. What should I do?
If you want your lease to end before the earliest possible starting date of the notice period allows, please contact our customer service by phone at 010 232 7505 or by email at email@example.com. Customer service will provide you with more details about the process. The process is also outlined in the lease agreement under other rental terms and conditions or in annex 1.
7. Where do I return the keys at the and of the lease?
Instructions for key return, including the place, will be given by the lessor during the notice period close to the end of the lease. The key return will be marked in a log.
8. My lease has ended. How soon will I be refunded the security deposit?
The security deposit can be refunded after the keys to the apartment have been returned, the apartment has been inspected and approved for cleaning, emptying and damages, there is no rent debt, and there are no other outstanding issues to prevent the refund. If there is direct billing by the housing company (e.g. for parking, electricity, sauna) these bills need to be paid also. If everything is in order, the security deposit is usually refunded in 2 to 4 weeks after the lease has ended.
9. Move-out cleaning
Please follow these move-out cleaning instructions to do an adequate move-out cleaning.
10. I have an issue concerning my lease. Who can I contact?
The lessor’s customer service is your contact point for all things concerning your lease. The contact details can be found in your lease agreement, or you can use this contact form, call us at 010 232 7505 or send email to firstname.lastname@example.org.
If you want to report a defect you can send us an email or this form (link).
11. Moving announcement and changes to inhabitants
The tenant needs to inform the house manager, and in some cases the maintenance company, about moving in or out of an apartment. Please refer to the house managers website to make the announcement, address likely to be found on the house bulletin board.
You need to inform both the lessor and house manager about all changes to inhabitants.
12. Apartment maintenance and reporting defects during the lease
The tenant has the responsibility to maintain the apartment and fixed furniture or equipment therein with due care. Due care includes, but is not limited to, cleaning the apartment regularly.
If you notice a defect that requires maintenance in the apartment please contact your lessor without delay. This is especially important if the defect or damages can grow, for example in cases like water leaks, moisture problems, and other such cases. If the defect is urgent, please also call the house maintenance emergency service number (usually open 24/7). You can notify the lessor by email or by using this form (link).
13. I want to paint the walls. What should I do?
All alterations to the apartment, including, but not limited to, painting the walls, are agreed in writing with a separate contract between the tenant and lessor. Please contact our customer service (see question 10) if you want to paint the walls. We mostly agree to colors that are white or off-white.
14. There are someone else’s items in my basement storage. What should I do?
In case you think someone else has left items in your basement storage, please first ensure that the storage space is actually meant for your apartment. You can contact the house manager to ask what the number of the storage space for your apartment is. The number of the storage space doesn’t always match the apartment number. The house manager’s contact details are on the house bulletin board.
If this doesn’t resolve the issue, you need to pin a note to the bulletin board in each stairwell asking to empty the specific (numbered) storage space within two weeks.
After this please contact your lessor and we will ask the previous tenant is the items are his/hers. Please also give information about what kind of things there are in the storage and how full it is. If the owner hasn’t reclaimed his/her things from the storage with two weeks as specified in the note, please inform your lessor. We will either order a cleaning service to empty the storage room or, in case the items are suitable for regular household waste and are of negligible value, will give you permission to dispose of the items as regular household waste.
You can send us a picture of the storage space and the required information by email or by using this form (link).
15. I need a parking space, sauna shift or laundry room shift and information about the common spaces in the house. Whom can I contact?
Usually the parking spaces, sauna shifts and laundry room shifts are managed by the house manager’s office. It is best to contact them directly. They can also inform you about the fees and billing. If they don’t charge you directly but in stead add the charge to the apartment owner’s (i.e. lessor’s) maintenance fee, the lessor will then add the fee to your rent.
16. How do I pay my rent?
You can find the account number and payment reference number in your rent invoice. Please always use the correct reference number. The due date is the second banking day of the month.
17. Is water included in the rent?
No. The water fee is either a fixed fee or consumption based. A consumption based fee can include a monthly advance charged based on an estimate and a periodic adjustment bill that either charges or refunds as per the actual consumption.
18. Is electricity included in the rent?
No. Usually the tenant makes a contract directly with their chosen electricity company (and local electricity transmission company). If the house doesn’t support individual electricity contracts for different apartments and in stead operates on a joint contract for the whole house, this and the price for electricity are mentioned in the lease agreement.
19. My lease agreement includes a charge for broadband internet. Do I have to pay this when I use a different internet service provider?
The lease agreement states that the tenant is responsible for the charges for utilities. The house broadband internet charge needs to be paid by the tenant if it applies to all apartments.
20. The stove / fridge is broken. What should I do?
First check that the device is turned on and that the fuse is not blown. The stove has its own fuse (or several fuses). The most common cause for the stove not working is a blown fuse. Replace the fuse cartridge or, for modern fuse boxes, reset the fuse switch. If this doesn’t resolve the issue, please contact your lessor (see question 10).
If the fridge doesn’t work please check that the power is on and that airflow around the fridge is not blocked. After this please defrost the fridge and freezer and keep the power off for a moderate time. You can try to set the fridge or freezer to a cooler temperature. Please note that in hot weather the fridge and freezer can be louder than normal and consume more power. If these don’t resolve the issue, please contact your lessor (see question 10).
Defects can be reported by this form (link) or by using the contact details in question 10. The lessor may, or may not, send a representative to inspect the situation as is appropriate.
A broken device is either fixed or replaced. The lessor decides which is the more suitable option. In case it is replaced the new device may not exactly match the old device.
21. I want to install a dishwasher or (laundry) washing machine. What should I do?
A dishwasher or washing machine may only be installed in their designed space in the apartment. You may install the washing machine yourself if you know how. However the dishwasher may only be installed by the delivery and installation crew, a plumber or the house maintenance company. The tenant pays for the installation. Alterations to the apartment (e.g. to the piping) to enable washing machine or dishwasher installation may only be performed with the lessor’s written consent.
22. I’m moving out. What should I do with the dishwasher / (laundry) washing machine?
If the dishwasher or washing machine is part of the original equipment of the apartment, leave it in the apartment when you move out. If you have bought the machine yourself but would prefer to leave it in the apartment in stead of uninstalling it and taking it with you, please contact your lessor (see question 10). This is negotiable and can save you the trouble and risks of uninstalling and transport.
If the machine is left in the apartment, do not uninstall it from the pipes or drains.
Usually the washing machine is a device that belongs to the tenant and needs to be taken away when moving out. When you have uninstalled the machine, please use the appropriate parts for plugging the pipes (cap, plug, etc.). You are responsible for leaks caused by uncapped or incorrectly capped pipes.
23. I lost my key. What should I do?
If you have lost your key, contact your lessor without delay by phone at 010 232 7505 or by email at email@example.com. You need to tell us what you know about the lost key, including where and when you lost it (or last saw it), and whether or not the key or key ring can be linked to your apartment or house. For security reasons it is sometimes necessary to rekey the locks. The tenant is responsible for any costs caused by lost keys.