Faqs Schaden melden Wohnungs Angebote
Leo

Hallo, ich bin Leo, Ihr digitaler Assistent. Ich bin rund um die Uhr für Sie da und helfe Ihnen gerne weiter.

Wir sind gerne für Sie da.

Ihr Kontakt zu uns

Wenn Sie Fragen haben, eine Bescheinigung benötigen oder Hilfe brauchen, sind wir für Sie da.

Mit unserer Mieter-App „mittendrin wohnen“ und unserem Chatbot Leo können Sie uns einfach und unkompliziert einen Schaden oder ein Anliegen melden, aber auch Bescheinigungen bei uns anfordern.

Während unserer Geschäftszeiten steht Ihnen unser Kunden-Service gerne telefonisch und per E-Mail zur Verfügung.

Hier finden Sie nicht nur alle Informationen auf einen Blick, sondern auch Antworten auf Ihre Fragen.

Unsere FAQ

Hier finden Sie am schnellsten eine Antwort!

Manche Fragen werden uns besonders häufig gestellt. In unseren FAQ finden Sie die Antworten.

What do I have to do if I am interested in an apartment?

You can find our current apartment offers on our website. You can only request apartments from us online. This makes the process convenient and secure.

When we receive your inquiry, you will promptly receive an inquiry confirmation from us by e-mail. Here you click on the "Fill out form" button (initial contact form) and send us further information to qualify your request for processing.

Please note: We cannot process a general inquiry by e-mail.

For social housing, you will need a valid certificate of eligibility (WBS).

Where do I apply for an apartment?

You can find current apartment offers on our website or on the usual real estate platforms.

I have not found a suitable apartment. Do you have any other apartment offers?

No, the listings on our homepage and on the various real estate platforms are always complete and up to date.

What is social housing?

Social housing is publicly subsidized housing. To rent such an apartment, you must have a certificate of eligibility for housing from the housing or district authority.

How do I get a certificate of eligibility for social housing?

Housing entitlement certificates are issued by the city or municipality if the total income is below a certain income limit. You can obtain more information from the city or municipality.

What requirements do I have to meet as a prospective tenant to rent an apartment?

You must have a valid residence permit to rent one of our apartments.

How does the rental process work?
  1. You will find a suitable apartment on our website.
  2. In the detailed view of the apartment you will find the button "Request apartment". Fill out the form and send it off.
  3. We will send you a confirmation of your request by e-mail. Click on the "Fill out form" button (initial contact form) and send us further information.
  4. We will check your details.
  5. We may invite you to view the apartment. You will receive a separate e-mail with further information on making an appointment.
  6. After you have viewed the apartment and are still interested, please complete our feedback form. You can access the form via the link in the e-mail after the appointment notification.
  7. We will check the data.
  8. We may invite you to an introductory meeting at the Service Center.
  9. You may become a tenant with us.
I have requested an apartment, when will I hear back?

After we have received your inquiry, you will promptly receive an inquiry confirmation from us by e-mail. Here you click on the "Fill out form" button (initial contact form) and send us further information to qualify your request for processing. We will then check your details.

We will then select which interested parties will be invited to view the apartment. We have defined objective criteria for the selection. These include the number of people in relation to the size of the apartment and whether it is social housing or privately financed. You will receive feedback from us within five working days at the latest.

We would like to remind you to check your inbox and spam folder regularly.

I have a problem sending the first contact form. What have I done wrong?

Please check your details. Incorrect details are framed in red.

Has this solved the problem? If not, please send us an e-mail.

What is taken into account when allocating an apartment?
  • Number of people in relation to the size of the apartment (or number of rooms)
  • Social housing or privately financed housing

We treat everyone equally. We allocate our apartments in accordance with the General Equal Treatment Act, i.e. regardless of age, religion, ideology, race, gender, origin or sexual identity. The diversity of people in society is also reflected in our company and is respected and nurtured. Further information can be found on our website.

How can I arrange a viewing appointment?

After we have received your inquiry, you will promptly receive an inquiry confirmation from us by e-mail. Here you click on the "Fill out form" button (initial contact form) and send us further information to qualify your request for processing. We will then check your details. If we are able to consider you as an interested party, you will be given the opportunity to arrange a viewing appointment.

We have viewed the apartment and would like to rent it. What do we have to do?

After you have viewed the apartment and are still interested, please complete our feedback form. You can access the form via the link in the e-mail after the appointment notification. Once you have responded, the person responsible will check your details and carry out a Schufa check. After a successful check, you may be invited to one of our service centers for an introductory meeting.

I have viewed the apartment and accepted, but I receive a rejection. Why?

We always send several interested parties non-binding offers of apartments.

I have already applied for vacant apartments. Why am I not being considered?

We receive many interested parties every day for our apartment offers. We would like to advise you to be detailed in your application for an apartment and to reply to emails from us. Unfortunately, we cannot rent an apartment to all interested parties. You can always reapply for vacant apartments.

How do I apply for a new-build apartment?

On our website you will find our new-build apartments. The apartments are not yet finished.
Register for the newsletter on our homepage. We will let you know when you can apply for these apartments.

Do I have to pay a commission?

No, our apartments are commission-free.

Is it possible to buy real estate from NHW?

Yes, you can find out about current sales offers and contact us on our website.

I have canceled my contract. Do I still have access to the app?

After canceling the contract, you can use the tenant app for another 12 months.

I no longer want to use the app. What do I do now?

If you are sure that you no longer want to use the app, you can delete your customer account. To do this, go to "Account" in the tenant app and then select "My customer account". Here you will find the "Delete my customer account" button.

Please note that you will lose the following benefits:

  • fast processing of your requests and damage reports
  • the uncomplicated retrieval of your consumption data
  • Emergency numbers at a glance
  • quick access to tradesmen for minor repairs
  • The latest news about your home
  • convenient retrieval of your contract documents
I have forgotten my password. What do I have to do?

On the login screen, you can use the "Forgot password" link to request an e-mail to set a new password. This will be sent to the e-mail address you have registered.

I would like to change my password.

Go to "Account" in the tenant app and then select "My customer account". Here you will find the "Change password" button.

I would like to change my phone number.

You can easily change your telephone number in the tenant app. To do this, go to "Account" and "Personal data". This request will be processed manually and may take a few working days.

I would like to change my e-mail address.

You can easily change your email address in the tenant app. To do this, go to "Account" and "Personal data". This request is processed automatically and you confirm the new address by e-mail.

Where can I find my rental agreement in the app?

You can find your tenancy agreement in the tenant app under "Contract". If it is not there, you can request it from the app via the "Copy rental agreement" request. If you choose to make it available in the app, it will be made available to you there immediately after processing, saving you the trouble of sending it by post.

How can I report damage via the tenant app?

Go to "Damage" in the blue menu below. Here you can report a new claim.

You will first receive instructions on what to do if it is an emergency. Here you will also find the telephone number of our technical emergency service for emergencies outside our office hours.

In the next step, you decide whether it is a minor repair, a fault or other damage.
If it is a minor repair, you will receive an overview of the tradesmen responsible. You can directly commission a tradesman and make an appointment. This is free of charge for you and guarantees fast processing.

Under faults, you will find the fault numbers for smoke alarms, cable TV, Internet and telephone. You can contact the relevant provider directly.

If the damage is of a different nature, we will need some more information from you. Please describe the damage briefly. Sometimes a photo is also helpful. You have the option of uploading one here. Please enter your telephone number in case we have any questions. If you then click on "Send", the employee responsible will receive a notification and get in touch with you.

Should I log out of the app every time or can I stay logged in?

A login in the app remains valid for up to 12 months if you do not log out manually. Especially for smartphones that do not automatically go into a secure screen lock after a short time, it is therefore advisable to log out manually under Account at the bottom after use.

I have also rented a parking space next to the apartment, why is the parking space not displayed in the app?

If you have different business partner numbers for the apartment rental agreement and the parking space rental agreement, you must register separately for both properties and then use both accounts. This happens, for example, if two people rent an apartment together, but only one of them rents the parking space or garage. However, you cannot use the same e-mail address for this.

Why do I receive several letters to register in the tenant app?

If you have several contracts with us, you will also receive several letters from us about the tenant app for technical reasons. However, you only need to register once in our tenant app if the business partner number is the same. You can then ignore the other letters. If you have different business partner numbers, please register for each property. However, you cannot use the same e-mail address for this.

I have registered in the app and my partner would also like to register. Is that possible?

Only one signatory of the rental agreement will receive access to the tenant app. For technical and data protection reasons, only one registration can be made per rented property. The tenant is responsible for the secure storage of access data.

I have not received a confirmation email. What do I do now?

You will receive an e-mail from us to the e-mail address you entered. This will ask you to complete your registration in the app. Please also check your spam folder!

What do I need to bear in mind when assigning a password?

Please follow our security instructions when assigning your password:

  • use at least 8 characters
  • use at least one upper and/or lower case letter
  • use at least one number and one special character each
Where can I find the tenant app?

The tenant app "mittendrin wohnen" is available free of charge from the Google Play Store and the Apple App Store.

Apple App Store

Google Play Store

How can I use the tenant app?

1. download the app
You can download the app free of charge from the Google Play Store or the Apple App Store.

Apple App Store

Google Play Store

2. register
You have received a letter from us with your registration details. If you have not received our letter, please contact our customer service (Tel. 0800 3331110 or send an e-mail). We will send you your registration data.

3. confirmation e-mail
You will receive an e-mail from us to the e-mail address you entered. This will ask you to complete your registration in the app. Please also check your spam folder!

4. login
Now you can log in to the tenant app and use all the functions!

I can't find my request in the app.

Please contact our customer service on 0800 3331110 or by e-mail.

I can't find my business partner number.

We have provided you with your business partner number in the cover letter for the tenant app.

If you no longer have the letter, please contact our customer service on 0800 3331110 or by e-mail.

I can't find my contract number.

You will find your contract number in your rental agreement or on all letters that we send to you directly.

Your contract number begins with a capital S and consists of a total of 9 numbers (example S123456789). Or your contract number begins with a number and consists of a total of 10 numbers (example 1234567891).

If you still cannot find your contract number, please contact our customer service on 0800 3331110 or by e-mail.

I cannot register.

Please first check that you have entered your data correctly.

Have you confirmed the data protection notice and terms of use by ticking the relevant boxes?

Please note that unfortunately no e-mail addresses with "+" can be used for registration. Such addresses are often created as additional alias addresses in Gmail, for example, but are unfortunately not supported by some of the systems involved.

If your entries are correct and you are still unable to register, please contact our customer service on 0800 3331110 or by e-mail.

Are you a new tenant and have received our e-mail with information about the tenant app and the tenancy agreement?

Please note that you cannot register in our app immediately after receiving the e-mail. For technical reasons, this is only possible the next day.

If you are still unable to register the next day, please contact our customer service team on 0800 3331110 or by email.

How do I install the app on my Huawei device?

Please make the following settings:
Open the settings on your device. Under "General", search for "Security" and open it. Now search for the option "Unknown origin" (or "Unknown sources") and activate it. Now you can install apps (APK files) that do not come from the Play Store.

Download this file with your device: APK file

Can I rent a parking space or garage from you?
  • You can find our current offers on our website.
  • You can also call us on 0800 3331110.
Where can I find my rental agreement number?
  • On the rental agreement.
  • On all letters that we send directly to you.
What concerns do I need to communicate to you in writing?
  • Changes to personal data that are important for the rental agreement (e.g. change of name, change of bank details)
  • complaints
  • Applications (e.g. for structural changes, keeping animals)

You can also use our tenant app or our chatbot!

Can I install a satellite dish/parabolic antenna?
  • You may not do this without our consent.
  • A satellite dish is not necessary if
    • your building has a broadband cable connection, a communal satellite antenna or a SAT/ZF system with television and radio programs or
    • you receive an adequate native-language television service via the broadband cable connection or the Internet.
Can I install an awning?
  • Important: You need a written permit!
  • Structural changes without permission are not permitted!
  • Please send us your request in writing (by e-mail or post).
May I lay a different floor covering in my apartment (e.g. laminate) or install fixed fixtures?
  • Important: You need a written permit!
  • Structural changes without permission are not permitted!
  • Please send us your request in writing (by e-mail or post).
  • Please also note our information on pollutants.
What needs to be considered with locking systems?
  • Caution: high costs possible if key is lost
  • Reason: locking system must be replaced
  • Recommendation: Ask your insurance company whether the costs of losing keys and replacing the system are covered.
Who takes care of the door, doorbell and letterbox signs?

The doorbell and letterbox will be marked with your name by the property management when the apartment is handed over.

Do I have to take out insurance?
  • We strongly recommend that you take out liability and household contents insurance!
  • Buildings insurance does not cover damage to your property.
  • No free repair service for damage caused by you.
Do I have to register telephone, TV and Internet?
  • Landline connection is usually ready when you move in.
  • Can be registered, deregistered or re-registered with the telephone provider
  • Information on television and fiber optic internet can be found here.
Who registers electricity and gas?
  • Free choice of electricity and gas supplier
  • Register with your chosen provider in good time
  • Otherwise supply from the local basic supplier
  • Important: note the meter reading when handing over the keys/moving in
What documents do I need to re-register?
  • You will need the following documents for re-registration:
    • Identity cards or passports of the persons to be registered
    • Registration form from the residents' registration office
    • Child ID cards or birth certificates of the children moving in with you
    • Confirmation from the landlord
    • Move-in confirmation from the landlord/main tenant (if you are not named in the tenancy agreement)
    • Marriage certificate, if applicable
  • You can obtain the registration form from the residents' registration office.
  • Have you already taken out household contents and liability insurance? These two types of insurance are particularly important for tenants.
What do I need to consider when moving?

Here you will find the most important tips.

When and where can I obtain a landlord's confirmation of residence?
  • After moving, you have two weeks to register with the relevant registration office.
  • When registering, you must present a landlord's confirmation of residence.
  • You will receive this from us when you hand over the apartment.
  • If you are moving in with another person, you will receive the landlord's confirmation of residence together with the moving-in permit. You must apply for this in writing.
Who will give me the apartment key?
  • You will receive the apartment key from our property management on site in the apartment.
  • The following documents are required for the key handover: signed tenancy agreement, proof that the first rent and deposit have been paid in accordance with the contract
What do I need to consider when handing over the apartment?

Please bring to the appointment:

  • Signed tenancy agreement
  • Proof of payment of the first rent and the deposit
In what condition do I take over the apartment?
  • As a new tenant, you will take over the apartment unrenovated, unless otherwise contractually agreed.
  • Walls, ceilings and all paintable surfaces are prepared for painting or wallpapering.
  • After you move in and during your rental period, you can carry out the renovation work as you wish.
I have lost my key / My key has been stolen. - What do I have to do and who will cover the costs?
  • Please inform us as the landlord immediately of the loss of the key. Please contact our customer service.
  • Caution with a locking system: high costs possible if the key is lost!
  • Recommendation: Ask your insurance company whether the costs of losing keys and replacing the system are covered.
  • We strongly recommend that you take out liability and household contents insurance!

Customer service
Service number 0800 3331110
Send e-mail

How do I get an additional key?
  • If it is a locking system, please contact our customer service.
  • Otherwise, have a key made by a locksmith.
  • Important: As the tenant, you are responsible for the costs of additional keys.
  • At the end of your tenancy, please return all keys to our property management team for final inspection.

Customer service
Service number 0800 3331110
Send e-mail

Why do I have to pay heating costs in summer?

If the hot water is produced via the heating system, heating costs are also incurred in summer. The hot water costs depend on the hot water temperature. The calculation of hot water costs is regulated in the Heating Costs Ordinance.

When will I receive my utility bill?
  • As soon as we have received all costs, including invoices from external service providers.
  • No later than 12 months after the end of the billing period.
What are the operating costs?
  • Operating costs are costs that are incurred on an ongoing basis through the use of the apartment, the building and the property. Together with your monthly rent, you usually pay an advance payment for operating costs and receive an annual statement of your share of the costs.
  • Please refer to your tenancy agreement for details of the operating costs you will incur.
What is included in the operating costs?
  • The operating costs include, for example, the costs for water and sewerage, waste, heating, general electricity, house and street cleaning, winter maintenance, janitor, property tax, building insurance or the maintenance of technical systems.
  • Please refer to your tenancy agreement for details of the operating costs you will incur.
Where do I apply for housing benefit?

Here you will find the most important information about housing benefit.

Can I also pay my rent in cash?

You can pay your rent in retail. Here we explain how it works.

I receive my salary in the middle/end of the month. Can I still pay my rent then?

No. Your rent must be credited to our account by the 3rd working day of a new month at the latest.

Where do I have to transfer my rent?

You will find the bank details for your rental payment in your rental agreement.

When exactly do I have to pay my rent? (deadline)

Your rent must be credited to our account by the 3rd working day of a new month at the latest.

How do I get information about my rental account?

You are welcome to send us an inquiry via our tenant app or our chatbot.
You can also contact our tenant advice service.

I have questions about my utility bill.

Please contact our customer service department. Your request will then be forwarded to the relevant department.

Customer Service
Service number 0800 3331110
Send e-mail

How do I get a rental certificate?
  • We will be happy to send you a rental certificate.
  • It's best to use our tenant app or our chatbot to request the certificate. You can also contact our customer service.

Customerservice
Service number 0800 3331110
Send an e-mail

What should I do if I can't pay my rent in full or am late with my rent payment?

Our customer service will be happy to assist you and forward your request to the responsible contact person for tenant debt counseling.

Customer service
Service number 0800 3331110
Send e-mail

How can I have the rent debited from my account?
  • With a SEPA direct debit mandate, we can debit the rent directly from your account.
  • We will be happy to send you the form. It's best to use our tenant app or our chatbot to request the form. You can also contact our customer service team.
  • Please note: If you have also rented a parking space/garage from us, you must submit a separate SEPA direct debit mandate for this.

Customer service
Service number 0800 3331110
Send e-mail

What is the energy price brake?

The price brake introduced by the German government for electricity, heating and gas provides relief for citizens in the face of the energy crisis. Prices were "capped" retroactively from January 1, 2023 until December 31, 2023.

The price brake means that prices are fixed for 80 percent of consumption (measured against the previous year's consumption):

  • Electricity: maximum 40 cents gross per kilowatt hour (kWh)
  • Gas: maximum 12 cents gross per kWh
  • District heating: 9.5 cents gross per kWh

The usual market prices apply to consumption in excess of this.

This is how it works: As your landlord, we naturally pass on the price reductions directly to our tenants. The impact of the price brake on your heating costs will be shown in the annual statement from the energy supplier, which we will receive in 2024 and which we will settle with you in the heating cost statement.

Calculation of the CO2 levy

As a landlord, we must contribute to the CO2 costs for billing periods from January 2023 onwards. The costs arise from the consumption of heating energy for your apartment. The amount of the contribution depends on the amount of CO2 emitted by the building in question.

If your home has central heating operated by NHW, you do not have to do anything else. We will automatically credit you with our share of the CO2 costs in your heating bill.

Have you signed a contract directly with an energy supplier to heat your home? Then we will also contribute to the CO2 costs!

It's very simple. You can find more information on our website.

We will then calculate your reimbursement for you and credit this amount to your next utility bill.

What is the Energy Debt Hardship Fund?

Have you received a high energy bill due to price increases? Is the energy supplier threatening to cut off your connection because you can't pay the bill? Are you unable to pay the ancillary heating costs from your annual NHW bill?

If you are in such a situation, the state of Hesse can help you under certain conditions with the Energy Debt Hardship Fund.

You can find out what these conditions are and what you need to do in the flyer from the Hesse Consumer Advice Center.

How do you receive the consumption information?

We will send you the consumption information by post or e-mail. In future, you will also receive the consumption information via our tenant app.

Sending by e-mail and via the tenant app is free of charge for you.

If you would like to receive the consumption information by e-mail, please send us an e-mail and let us know your e-mail address.

In order to be able to assign your e-mail address, it is necessary that you also provide us with your tenancy agreement number, your first and last name and your address in the e-mail.

Can the monthly consumption information be canceled?

No, that is not possible.

The landlord must prepare the consumption information every month and make it available to the tenants.

This is stipulated in the Heating Costs Ordinance.

How often do I receive the consumption information?

We provide you with consumption information every month.

What is the purpose of the consumption information?

The consumption information helps you to recognize better and faster how you can save energy (heating costs and hot water consumption). The heating bill that you receive once a year is not enough for this.

Does the consumption information cost anything?

Yes, because the costs are part of the heating costs.

The costs for the consumption information are distributed to the tenants with the heating bill. The same applies to the costs of metering and billing.

This is stipulated in § 7 (2) of the Heating Costs Ordinance.

Does the consumption information affect me?

You will receive consumption information,

  • if your home is connected to a heating system and the costs are distributed in accordance with the Heating Costs Ordinance and if
  • the meters in your home can be read remotely. Remotely readable meters can be recorded without access to the apartment.
  • if your monthly rent includes an advance payment for heating costs.

You will not receive any consumption information from us if you have concluded a contract directly with a utility company, e.g. for district heating or gas supply.

What information is contained in the consumption information?

The consumption information contains:

  • Your consumption in the last month.
  • A comparison between the last month and the previous month.
  • A comparison between the last month and the same month in the previous year. If this data has been recorded.
  • A comparison with an average energy consumer. Comparison criteria here are, for example, the energy source and the size of the building.

The consumption is given in kilowatt hours.

You receive the information for heating and hot water supply. You will not receive any information on the consumption of cold water.

This is specified in the Heating Costs Ordinance.

What is the legal basis for the preparation of consumption information?

The legal basis is the current Heating Costs Ordinance. Information can be found in § 6a.

Why does the consumption information exist?

The consumption information informs tenants about their consumption of heating energy and water.

The consumption information helps tenants to recognize better and more quickly how they can save energy. This protects the environment and saves money.

If a rental apartment has remotely readable meters, the landlord must provide the tenants with consumption information every month.

Remotely readable meters can be recorded without access to the apartment.

Can I offset the last rents against the deposit?

No, that is not possible.

How long does it take until I get my deposit back?

Provided you return your apartment properly, you will receive your deposit as quickly as possible.

What happens to my deposit?
  • Your rental deposit is deposited in a fiduciary collective account with Aarealbank AG. This earns interest at the usual rate for savings deposits with a three-month notice period.
  • This interest rate is currently 0.01 percent.
  • If you require further information on your rent deposit, please contact the person responsible for rent accounting.
When do I have to pay the deposit?

You must pay the deposit before the keys are handed over.

How much is the deposit?

The amount of the deposit is three net cold rents.

What do I need to consider with drains and pipes?
  • The tenant is liable for blockages caused by improper use!
  • Do not throw garbage, leftover food and hygiene articles (diapers, tampons, etc.) down the toilet - risk of blockage!
  • Rinse greasy dishes with warm/hot water: this dissolves the grease and prevents it from blocking the drain.
  • If, despite all precautionary measures, a pipe blockage has occurred, please do not try to clear it yourself. In this case, please contact the responsible tradesman from our list of companies immediately or contact our emergency service outside business hours.
What do I have to consider with gas fires?
  • Ventilation
    • Sufficient combustion air is required for safe operation.
    • Air must flow in through openings in windows and doors.
    • Therefore, do not close or hang up ventilation openings!
    • Otherwise there is a risk to health and life
  • Flue gas monitoring
    • Gas fire equipped with flue gas monitoring
    • Switches the gas fire off if flue gas escapes
    • In case of entry: Ventilate the installation room - you can switch the gas fireplace back on after 10 minutes!
    • If the appliance is switched off repeatedly: Contact a maintenance company(list of tradesmen).
  • Maintenance
    • The gas fireplace is serviced regularly.
What do I need to consider with exhaust air systems?
  • Where? In indoor bathrooms and WCs
  • Transports stale air outside
  • Important for air exchange: clean intake grille
  • Clean the intake grille if necessary!
  • Fan/central exhaust air system: Clean or replace filter fleece once a year
  • Filter fleece can be changed without tools
What do I have to consider with shut-off devices?
  • Where? On supply lines: Cold and hot water, heating
  • Used in an emergency or for repairs
  • Deposits (e.g. limescale, rust) can impair the function.
  • Therefore, close all shut-off devices hand-tight twice a year and open them again.
  • Ensure that no technical appliances (e.g. washing machine) are operated during this time.
What do I need to consider with the extractor hood?
  • Only use recirculation hoods and no exhaust air hoods.
  • Important: Clean the extractor hood regularly.
  • Otherwise risk of kitchen fire
  • Dripping grease can catch fire.
  • Therefore: Clean the grease filter every 2 to 4 weeks!
  • Use hot water and washing-up liquid
  • In case of hardening: Soak filter (> 60 min.)
  • Also possible: Clean in the dishwasher
Do I need a permit for the work on the property?

Yes, permission from the owner is always required for private property.

Vodafone cannot offer me a product. Which provider can I contact then?

As soon as your building is connected to the fiber optic network, you can book a corresponding fiber optic product with any provider (including Vodafone, of course).

Fiber optic has already been laid in our house and a corresponding box has been installed in the hallway. As a tenant, how do I now get my devices connected to the fiber optic?

The internal fiber optic installation in the NHW buildings will be carried out by Vodafone on behalf of MET. A period until 2035 has been agreed for the entire portfolio. Please note that these property-specific expansion plans are not yet available.

I live in a new building. Has fiber optic already been laid here?

Fiber optics have already been laid in some buildings. Please ask us about this separately.

I have already signed up for a fiber optic connection with another provider. What do I do now?

When concluding a contract, consider whether you actually need a super-fast contract at the moment and look at the price for the entire term. As the provider cannot currently provide you with a fiber optic connection, you can cancel the contract at any time.

I have received a request from another provider for the fiber optic connection. What do I do with it?

Please tell the provider to contact the building owner.

When can I expect the fiber optic connection?

We are pursuing the goal of equipping NHW buildings (almost 60,000 apartments) with fiber optic connections by 2035.

Has a fiber optic connection already been installed in my home?

Fiber optics have already been laid in some buildings. Please ask us about this separately.

Fiber optic has already been laid in my street. Only the house connection is missing. Can I commission the provider with the connection?

Only the homeowner can do this. If Vodafone installs fiber optics in your street, we will take care of the house connection. No action is necessary for tenants.

Can I choose another provider after the fiber optic connection through Vodafone?

Of course, you have a free choice of provider. Every provider should be able to use the existing fiber optic network. For this, the provider needs a contractual agreement with Vodafone.

Can I use a provider other than Vodafone?

Several fiber optic lines in one building would lead to problems. For this reason, the connection will be provided exclusively by Vodafone.

Is the fiber optic line funded by the district?

In the individual districts, there are various funding options for the installation of fiber optic networks. These are not relevant for our tenants, as the fiber optic connection is generally free of charge for tenants.

Are there any costs for the tenant for the fiber optic connection?

No, there are no costs for you as a tenant as a result of the extension.

As a tenant, can I conclude a contract with Vodafone for the expansion of fiber optics without NHW supplying the entire building with fiber optics?

As we want to offer all tenants the option of a fiber optic connection, it will not be possible for tenants to place individual orders. This would also not speed up the expansion.

Do I need a fiber optic connection?

Ultra-fast Internet via fiber optics enables a constantly high transmission speed. It is currently not necessary for many of our tenants, as all buildings already have a fast high-performance network (via broadband cable). When concluding a contract, consider whether you actually need a super-fast contract at the moment and look at the price for the entire term.

Why did NHW commission Vodafone with the fiber optic expansion?

With this strategic partnership, we ensure that there is no proliferation of technologies and providers in our properties, which could lead to problems. Vodafone lays the cables to each individual residential unit in coordination with NHW.

When will the fiber optic expansion start?

Fiber optic expansion is already starting in some districts. Our goal is to equip all NHW buildings with fiber optic connections by 2035. All NHW districts throughout Hesse will benefit.

Has a provider already been commissioned with the construction and expansion of the fiber optic network?

In a strategic partnership between NHW and Vodafone, it was decided that Vodafone would ensure the construction and expansion of a fiber optic network in the NHW districts.

Do I now have to cancel my cable connection as of 30.06.2024?

No, the cable connection is automatically terminated.

How can I get a cheap Internet connection from 01.07.2024?

You can continue to use Vodafone's low-cost tariffs via the broadband cable connection. You can order these by calling 0800 5054411.

Can I continue to use my previous free Internet access (up to 6 Mbit/s)?

Unfortunately not. The free Internet access was part of the TV offer in the collective collection. This connection will be discontinued on 01.07.2024. Please contact Vodafone on 0800 0009969 to clarify how to proceed.

What telephone number can I use to order my Vodafone products?

Under the telephone number 0800 5054411.

What do I do with the free receiver/modem?

The free internet service will no longer be available from 01.07.2024. Please contact Vodafone on 0800 0009969 to find out what will happen to your modem/receiver.

Can I look for a provider other than Vodafone for Internet and/or telephone?

You can stay with Vodafone via the broadband cable and with Telekom or other providers via the telephone socket.

How can I watch TV now?

There are several options here:

  • You can order a TV connection from Vodafone on 0800 5054411.
  • You can receive at least the public broadcasters free of charge via DVB-T (own antenna). Reception depends on your location.
  • You can receive IPTV via your Internet connection (if you have sufficient bandwidth).
Do I get the public channels free of charge?

You can receive DVB-T via an aerial. With DVB-T, public broadcasters are always available. Whether you can receive DVB-T in your home depends on your location.

Do I have TV via the antenna (DVB-T)?

This depends on your location. As a rule, there is good DVB-T reception in Hesse.

How can I continue to receive my Sky subscription as pay TV?

The prerequisite for this is a single user contract for TV reception with Vodafone.

What happens to my previously free HD package?

This offer is no longer free of charge from 01.07.2024. Please contact Vodafone on 0800 5054411 to cancel or reorder.

What happens to my previously free foreign language package?

This offer is no longer free of charge from 01.07.2024. Please contact Vodafone on 0800 5054411 to cancel or reorder.

Can I look for a provider other than Vodafone for TV?

Only TV/Internet/telephone from Vodafone can still be obtained via the TV sockets.
Internet or TV via the Internet (IPTV) can be booked via the telephone socket via Telekom or other third parties.

What about my free additional products (HD/foreign languages/6 Mbit/s)?

These are no longer free of charge as of 01.07.2024. Please contact Vodafone on 0800 5054411.

Do I now have to take out a contract with Vodafone myself in order to continue receiving TV?

Yes, you can take out a private individual user contract by calling 0800 5054411, in the Vodafone Shop, online at www.bewohnerplus.de/kabeltv or with your media consultant.

Who will take out the cable contract for me?

Similar to your electricity supplier, you can now choose your own TV or Internet provider. You must conclude the contract yourself.

Will my service charges become cheaper by themselves from 01.07.2024 or do I have to do something?

The cable connection costs will no longer be included in your service charges from 01.07.2024. You will then be able to see the elimination of broadband cable charges in your annual statement for 2024. You do not have to do anything for this.

What happens if I don't do anything?

If you do nothing, you will no longer be able to watch TV via your existing cable connection as of 01.07.2024. The free Internet connection will also be discontinued. If you have already booked a high-speed Internet connection with Vodafone, this will remain in place.

MET will then no longer be a TV signal provider and will no longer be responsible for the TV signal. If you have any further questions, please contact Vodafone on 0800 50544 11.

If I want to, can't I continue to use the connection and pay via the service charges?

No, unfortunately this is no longer possible.

Why can't things go on as before?

We have to implement a legal requirement so that the cable connection costs can no longer be allocated via the ancillary costs of your rent.

How much will the cable connection cost me per month from 01.07.2024?

Whether for TV or Internet, you have to contact Vodafone yourself. As a tenant of NHW, you can get Vodafone TV Connect Start as a basic TV program with over 90 channels at a preferential price of € 9.99 per month.

You can simply continue your Internet connection or take out a contract directly with Vodafone. The product can be booked by calling 0800 - 50 544 11, on the homepage www.bewohnerplus.de/kabeltv, in the Vodafone store or with a media consultant (notice board in the building).

How can I save energy?

Here you will find the most important tips.

What is legionella?
  • Legionella are bacteria in drinking water.
  • Can be harmful to health
  • Only possible in heating systems with hot water supply
  • Danger especially after a longer period of non-use of the home (> 1 week)
  • Therefore: When you return, turn on all taps and shower heads and let the water drain for a while!
  • Flush the toilet several times
What do I have to do if I am absent for a longer period of time?
  • Disconnect all electrical appliances from the power supply to avoid a cable fire: unplug computers, televisions, coffee machines and toasters!
  • Turn off the water stopcock in the kitchen and bathroom!
  • Protect your home from burglary: Close doors and windows! Do not leave windows ajar! To be on the safe side, leave a spare key with neighbors, relatives or friends!
  • If possible, ask someone you trust to check on your home regularly and carry out the following tasks:
    • move the roller shutters daily for first floor apartments
    • Empty the letterbox
    • run water at all taps (taps and shower) at least every three days to prevent the formation of legionella (but then remember to close the stopcocks again)
  • On your return, you should turn on all taps and leave them running for several minutes.
Am I allowed to leave objects in the stairwell?
  • It is forbidden to place objects in the stairwell.
  • Shoes, shoe cabinets or flower pots are a tripping hazard for others and can be life-threatening in the event of a fire.
What are escape routes?
  • Escape routes are: House entrances, stairwells, hallways, cellar corridors and corridors on the dry floors
  • Always keep escape routes clear!
  • No shoes, shoe cabinets, plants or other objects in the stairwell
  • Reason: Fire hazard and tripping hazard
How can I make a complaint?

Please always send us your complaint in writing and with an original signature to one of the following addresses:

Nassauische Heimstätte Wohnungs- und Entwicklungsgesellschaft mbH
P.O. Box 70 07 55
60557 Frankfurt am Main

or

WOHNSTADT
Stadtentwicklungs- und Wohnungsbaugesellschaft Hessen mbH
at Nassauische Heimstätte GmbH
Postfach 70 07 55
60557 Frankfurt am Main

Am I allowed to barbecue on my balcony/terrace?
  • Recommendation: Electric barbecue
  • Forbidden: open fire on the balcony
What should I do if I repeatedly disturb the peace?
  • First try to talk to the person causing the disturbance. If this does not lead to any change, inform us in writing (by e-mail or post) about the noise disturbance.
  • Fill out the noise log carefully and have the noise disturbance confirmed by other tenants with their signature.
  • Our customer management will then check possible measures.
What do I do if I have a dispute with neighbors?
  • Talk to your neighbors first.
  • Always remain respectful towards your neighbors.
What happens if tenants do not comply with the house rules?
  • This is a breach of the tenancy agreement, which we will investigate.
  • Please send us your complaint in writing (by e-mail or post).
  • The signatures of several witnesses are required.
How loud is "room volume"?

Room volume means that you hear noises inside your home and not outside.

And what about children's noise?
  • Children are our future.
  • Pay attention to quiet times and talk to each other.
  • Work together to find a solution for considerate and peaceful coexistence.
What do I need to know about volume and quiet times?
  • As a general rule: avoid noise as much as possible!
  • Music, TV and conversations at room volume
  • Working days: Observe midday rest (1 p.m. to 3 p.m.) and night-time rest (10 p.m. to 7 a.m.)!
  • Sundays and public holidays are days of rest.
Where can I find the house rules?
  • You will find the house rules at the end of your tenancy agreement and on our website.
  • Please also note our family-friendly house rules.
What do I need to pay attention to when ventilating or heating?

We have put together some tips for you.

Do I have to separate my waste?
  • Separate waste and dispose of it in the correct garbage can. You can find an overview here.
  • Incorrectly filled garbage cans will not be collected.
  • Any costs incurred will be borne by the tenants.
What do I need to consider when disposing of bulky waste?
  • Dates: see stairwell notice board
  • Storage: in your own cellar compartment
  • Only put out the evening before
  • No appointment or unauthorized waste = wild bulky waste
Can I keep pets in the apartment?
  • Pets are allowed in principle
  • Condition: do not disturb other tenants
  • No permission for listed dogs
  • Larger animals (e.g. dogs) require written permission.
  • Please send us an application with all details and a photo of the animal.
  • You can request the application via our tenant app or our chatbot. You can also contact our customer service.
  • Important: A dog must be approved before it is acquired.
  • Stairwells and estates: dogs on a lead!
  • Remove dog excrement immediately, otherwise you could be fined.

Customerservice
Service number 0800 3331110
Send e-mail

Do I have to clear snow in winter?
  • As a general rule, the rental agreement obliges the tenant to clear snow.
  • Exception: External company takes over winter service (and house cleaning).
  • In case of doubt: Our customer service will be happy to help you and forward your request to the responsible service center.

Customer service
Service number 0800 3331110
Send e-mail

When does the Group commission an external company to clean the stairwells?
  • As soon as the majority of tenants want a cleaning company.
  • Simply send us a letter with the list of signatures.
  • Our customer service will be happy to help you and forward your request to customer management.

Customerservice
Service number 0800 3331110
Send e-mail

Who cleans the stairwell?
  • Either by tenants or an external company
  • Not sure? Our customer service team will be happy to help you and forward your request to the relevant service center.
  • If tenants: All tenants take turns cleaning.
  • Schedule in the stairwell regulates who cleans when
  • Scope: damp wipe stairs and window sills, clean windows

Customer service
Service number 0800 3331110
Send e-mail

What do I do in the event of burglary/theft in my home?
  • Report the incident to the police.
  • If there is damage to the building (e.g. door, window), please inform us. Our customer service will forward your request to the responsible service center.
  • We strongly recommend that you take out liability and household contents insurance!

Customer service
Service number 0800 3331110
Send e-mail

Who should I contact if my television reception is disrupted?

Please contact your contractual partner.

Are the smoke alarms in the apartment maintained?
  • Required once a year
  • On-site inspection by specialist company: service staff enter all rooms and check
  • Remote maintenance for wireless smoke alarms without entering the home
What do I do if my smoke alarm device malfunctions?
  • Unwanted alarm (e.g. due to water vapor): Mute by pressing the large test button in the center!
  • Then fully functional again.
  • In the event of faults: Here you will find the responsible persons and telephone numbers.
What do I need to know about smoke alarms?
  • Detect smoke at an early stage and warn you with a loud signal.
  • Important: Must not be removed!
  • Protect from damage and contamination
  • Maintenance: Minol, Techem or Brunata (wireless smoke detectors: remote maintenance by MET)
What do I do for major repairs?

Please use our tenant app or our chatbot to report damage. You can also contact our customer service team:

Our service number: 0800 333 1110
Monday to Thursday from 8 a.m. to 6 p.m.
Friday from 8 a.m. to 12:30 p.m.

Or send us an e-mail.

What are minor repairs?
  • Minor repairs in the home such as
    • Repairing bathroom fittings
    • Making windows and doors accessible and lockable
    • Repairing cisterns
    • ...
  • Small repairs on, in and around the building such as
    • Repairing lighting in the stairwell, cellar, house entrance, outside area
    • Repair doorbells
    • Repairing the letterbox system
    • ...
What do I do for minor repairs?
  • In the event of damage, you can independently commission a contracting company.
  • You can find contractors on the list of tradesmen.
  • Important: Free repairs only if the damage is handled by a contracted company and if the tenant did not cause the damage!
  • We do not charge a deductible! This is often 150 euros: In the event of a minor repair, you have to pay this out of your own pocket with other landlords. We save you this burden!
What do I do in an emergency?
  • In the event of fire, smell of gas and serious storm damage, please call 112.
  • In the event of damage during the day (Monday-Thursday between 8 a.m. and 6 p.m. and Friday between 8 a.m. and 12:30 p.m.), please contact our emergency service on
    • Water damage or minor storm damage to our emergency service on 0800 3331110
    • Heating failure to the responsible company
  • Outside office hours (Monday-Thursday from 6 p.m., Friday from 12:30 p.m. and Saturday, Sunday and all day on Hessian public holidays), please contact our technical emergency service:
    • 069 678674-333 for tenants served by the Regional Center Frankfurt, Offenbach, Wiesbaden and Servicecenter Darmstadt and for tenants from Biedenkopf, Breidenbach, Burg, Burgsolms, Butzbach, Dillenburg, Eibelshausen, Gießen, Heuchelheim, Lich, Lollar, Münzenberg, Steinbrücken and Wetzlar.
    • 0561 2861119 for tenants served by the Kassel Regional Center, Fulda and Marburg Service Center*.
What other (emergency) numbers are there?
What to do in the event of water damage?
  • Turn off the main tap as quickly as possible!
  • Contact us immediately
    • in the event of damage during the day (Monday-Thursday between 8 a.m. and 6 p.m. and Friday between 8 a.m. and 12:30 p.m.), contact our emergency service on 0800 3331110.
    • Outside office hours (Monday-Thursday from 6 p.m., Friday from 12:30 p.m. and Saturday, Sunday and all day on Hessian public holidays), please contact our technical emergency service:
      • 069 678674-333 for tenants served by the Regional Center Frankfurt, Offenbach, Wiesbaden and Servicecenter Darmstadt and for tenants from Biedenkopf, Breidenbach, Burg, Burgsolms, Butzbach, Dillenburg, Eibelshausen, Gießen, Heuchelheim, Lich, Lollar, Münzenberg, Steinbrücken and Wetzlar.
      • 0561 2861119 for tenants served by the Kassel Regional Center, Fulda and Marburg Service Center*.
How do I grant other people power of attorney for my housing matters?

To enable us to provide other persons with information about your rental agreement, we require a corresponding power of attorney. You can find a sample power of attorney here. Please send us the completed power of attorney by e-mail or by post to

Nassauische Heimstätte Wohnungs- und Entwicklungsgesellschaft mbH
P.O. Box 70 07 55
60557 Frankfurt am Main

or

WOHNSTADT
Stadtentwicklungs- und Wohnungsbaugesellschaft Hessen mbH
at Nassauische Heimstätte GmbH
Postfach 70 07 55
60557 Frankfurt am Main

What do I do if a contractual partner has died?

We would like to express our condolences. Unfortunately, there are now some formalities to take care of. Please send us the death certificate to one of the following addresses in order to amend the tenancy agreement:

Nassauische Heimstätte Wohnungs- und Entwicklungsgesellschaft mbH
P.O. Box 70 07 55
60557 Frankfurt am Main

or

WOHNSTADT
Stadtentwicklungs- und Wohnungsbaugesellschaft Hessen mbH
at Nassauische Heimstätte GmbH
Postfach 70 07 55
60557 Frankfurt am Main

What are the consequences of partners moving out for the tenancy?

Our customer service team will be happy to assist you and forward your request to customer management. Discuss the contractual implications and avoid difficulties.

Customer Service
Service number 0800 3331110
Send e-mail

May I take another person into my apartment?
  • You do not need a permit for a short stay (such as a visit).
  • For a longer or permanent stay, you will need a move-in permit from us.
  • Simply use our tenant app or our chatbot! You can also contact our customer service team. They will forward your request to the relevant service center.

Customer service
Service number 0800 3331110
Send an email

What do I have to do if the number of people in my apartment changes?
  • If you have children or children move out, you do not have to inform us. However, we would be pleased if you let us know.
  • If your partner or close relatives would like to move in, you will need permission to move in.
  • Please send us your request in writing, stating your reasons.
  • Simply use our tenant app or our chatbot! You can also send us an e-mail.
What notice period do I have for my garage / parking space?

You will find the notice period in your tenancy agreement.

I would like to resign as a relative/heir. What do I need to consider?
  • As a relative, we require a power of attorney.
  • As an heir, we need the death certificate and, if applicable, the certificate of inheritance.
Can I leave my fixtures and fittings (e.g. laminate, kitchen) in the apartment when I move out?
  • In principle, all tenant-owned fixtures and fittings must be removed.
  • In individual cases, it may be possible for the next tenant to take over.
  • Please speak to your customer management team when pre-accepting the apartment.
Can I leave the tenancy agreement earlier if I propose a new tenant?

Subsequent tenants cannot be proposed. It is essential to apply online for current apartment offers. An earlier return of the apartment is not possible.

Can a friend of mine rent my apartment?

He/she must apply online like any other person.

What do I need to bear in mind at the final inspection?
  • Arrive on time for your appointment.
  • Bring all the keys with you.
What do I need to bear in mind when pre-accepting the apartment?

Please arrive on time for your appointment.

What do I have to do when I move out?

Please refer to your contract. Our customer management team will tell you what work needs to be done in your apartment during the preliminary inspection.

I have given notice on my apartment. What happens next?
  • You will receive an appointment from us for a preliminary apartment inspection.
  • Here we will discuss everything else.
How do I have to give notice?
  • Please note that the statutory notice period is 3 months to the end of the month.
  • Please be sure to give notice in writing by post.
  • All parties to the rental agreement must sign by hand.
  • Please send the notice of termination to

Nassauische Heimstätte Wohnungs- und Entwicklungsgesellschaft mbH
P.O. Box 70 07 55
60557 Frankfurt am Main

or

WOHNSTADT
Stadtentwicklungs- und Wohnungsbaugesellschaft Hessen mbH
at Nassauische Heimstätte GmbH
Postfach 70 07 55
60557 Frankfurt am Main

What is the notice period for my apartment?

The statutory notice period is 3 months to the end of the month.
If you cancel, we must receive your notice of termination by the 3rd working day of the month at the latest. This month counts as the month of termination.
Example: You want to cancel your contract with effect from May 31. Then we need your written notice of termination by post by the 3rd working day in March at the latest.

Please send the notice of termination to

Nassauische Heimstätte Wohnungs- und Entwicklungsgesellschaft mbH
P.O. Box 70 07 55
60557 Frankfurt am Main

or

WOHNSTADT
Stadtentwicklungs- und Wohnungsbaugesellschaft Hessen mbH
at Nassauische Heimstätte GmbH
Postfach 70 07 55
60557 Frankfurt am Main

What do I do if my apartment is too big for me in old age?

We help senior citizens move house.

Who is the contact person during the modernization project?

The NHW construction management and the service center responsible for you.

What happens to the tenants' kitchens during the modernization?

When we replace all the pipes in the kitchens, the kitchens are removed by carpenters and stored. After completion, the carpenters professionally reinstall the kitchens. The modernization measures may result in minor changes to the kitchen dimensions. In this case, tenants will receive a new worktop at the landlord's expense.

Many tenants take a modernization as an opportunity to buy a new kitchen. In these cases, we help with the disposal of the old items. Please note that, as a landlord, we only professionally reinstall and, if necessary, adapt the removed kitchens if structural changes make this necessary.

Where are my items from the cellar or attic stored and can I access them at any time?

Basements and attics do not have to be empty, but access to pipes/electrical wiring/etc. must be possible. If, in certain cases, a tenant's cellar must be empty, the items are stored in containers. Unfortunately, access to the container is not possible during modernization, as several tenants' cellars are stored in one container.

How much rent reduction do I get?

It depends on the scope and duration. Please refer to the project-related modernization announcement. The tenant must apply for a rent reduction in writing.

Who pays for damage that occurs during the modernization work?

It depends on who caused the damage. Either the tenant, in which case your own household contents insurance may cover the damage, or NHW's insurance if the damage was caused by us.

Can I contribute my wishes and ideas?

Our tenants have a say in the type of wallpaper and wall colors.

What happens to my floor coverings or wallpaper?

In the rooms that we modernize (e.g. hallway, kitchen, bathroom), we may replace the floor coverings and wallpaper. In all other rooms, your floors and wallpaper remain. Damage caused by the installation of new windows, for example, will of course be repaired.

What if I am on vacation? Do I have to be available on site during the measure?

Access to the apartment, the modernized rooms, cellar and attic must be guaranteed. Perhaps give the keys to a neighbor you trust. If necessary, a locking system will be installed as part of the modernization so that the tradesmen have access at all times. At the same time, you will be able to enter your home at any time, provided the construction work allows it.

How will NHW support me if I move out and relocate permanently?

If a move is necessary and sensible for health reasons, we will try to find a suitable apartment. In these cases, we can arrange a moderate notice period.

Talk to your service center about this.

If I cannot stay in my apartment for health reasons, what alternative will NHW offer me?

If a move to a replacement apartment is necessary for health reasons, we will organize and finance the move and cover the costs of re-registering the telephone and internet. It is also possible to find an individual solution. Please contact your Service Center after receiving the modernization notification.

Can I stay in my apartment during the modernization work?

Yes, we modernize in an occupied state. For example, we are providing sanitary containers and cooking facilities. However, construction site operations are to be expected during normal working hours.

What will the modernization cost me?

There are no additional costs during the measure, unless you have special requests. A rent adjustment can be made after completion of the measure. The rent adjustments are calculated in accordance with the law and explained on a case-by-case basis in the modernization announcement. The tenant is obliged to cooperate in the modernization measures.

How long will the work in the apartment and the house take?

Depending on the extent of the modernization work, the work in your home will take 8 - 10 weeks. It can take several months (up to a year) to complete a full modernization of an entire house and the outside area. You will receive an exact schedule from your Service Center at the start of the modernization.

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