Ihr Kontakt zu uns

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).

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

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

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.

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.

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

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.

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.

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

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

• 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.

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.

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.

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

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.

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.

No, our apartments are commission-free.

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

The offer is aimed at middle-income households. You can find suitable housing offers here.

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

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

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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!

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

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

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!

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

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.

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.

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.

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

• You can find our current offers on our website.
• You can also call us on 0800 3331110.

• On the rental agreement.
• On all letters that we send directly to you.

• 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!

• 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.

• 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).

• 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.

• 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.

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

• 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.

• 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.

• 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

• 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.

Here you will find the most important tips.

• 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.

• 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

Please bring to the appointment:

• Signed tenancy agreement
• Proof of payment of the first rent and the deposit

• 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.

• 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

• 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

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.

• 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.

• 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.

• 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.

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

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

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

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

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

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

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

• 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

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

• 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

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.

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.

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.

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.

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.

We provide you with consumption information every month.

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.

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.

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.

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.

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

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.

No, that is not possible.

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

• 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.

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

The amount of the deposit is three net cold rents.

• 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.

• 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.

• 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

• 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.

• 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

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

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).

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.

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

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.

Please tell the provider to contact the building owner.

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

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

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.

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.

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

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.

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

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.

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.

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.

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.

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.

No, the cable connection is automatically terminated.

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

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.

Under the telephone number 0800 5054411.

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.

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

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).

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.

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

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

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

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

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.

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

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.

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

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.

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.

No, unfortunately this is no longer possible.

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.

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).

Here you will find the most important tips.

• 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

• 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.

• 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.

• 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

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

• Recommendation: Electric barbecue
• Forbidden: open fire on the balcony

• 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.

• Talk to your neighbors first.
• Always remain respectful towards your neighbors.

• 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.

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

• 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.

• 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.

• 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.

We have put together some tips for you.

• 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.

• 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

• 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
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• 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
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• 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
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• 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
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It is not the city that has the say on NHW's land, but NHW itself as the owner - which means that it is also subject to the statutory "duty to ensure road safety". NHW must therefore ensure that access to its land is clear for the emergency services. In larger cities with high parking pressure and frequent illegal parking in front of fire service access roads and rubbish bin sites, such as Wiesbaden, Offenbach and Frankfurt, NHW has therefore concluded contracts with towing services. The towing services have won all their cases in court, as the legal situation is clear.

What to do, how do I find my car?

If the car is gone, first call the local police station. They can answer directly whether the vehicle has been towed away and to where. However, due to data protection regulations, this does not apply if the car was towed away by a private company - for example, in the private car parks of supermarkets or private owners such as NHW. Our tenants know the towing services for their properties.

The situation can be tricky for external parking offenders. They have to phone around to find out which company has towed their car away. Towing is no bargain, you have to expect to pay around 400 euros on the spot. You should also have your identity card and vehicle licence with you to get your car back.

Parking is prohibited ...

• in front of fire brigade entrances
• in front of dropped kerbs
• 5 metres in front of and behind intersections/junctions
• in front of property entrances and exits
• always in front of a no parking sign

Blocking or even just narrowing a fire service access road constitutes a hazard - and is regularly penalised by the courts as unlawful. And this is understandable: if the emergency vehicles cannot drive directly to the scene of the fire, vital minutes are lost. In the worst-case scenario, the fire brigade has to "ram" the access road clear - and the parking offender also faces charges. Fire service access roads must always remain clear.

Parking offenders in front of the rubbish bin areas are also towed away rigorously and at a charge. This is because there is an obvious risk that the bins will not be emptied if the access road is blocked. Unfortunately, the costs for the special emptying required as a result are borne by the community.

Regardless of whether the blocking vehicle is on the public road or on the NHW property, the towing measure is lawful. The courts refer to this as an "unlawful interference with property" by the parking offender.

• 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
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Please contact your contractual partner.

• 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

• 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.

• 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)

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.

• 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
  • ...

• 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!

• 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*.

• Fire department: 112
• Police: 110
• Smoke alarm

• 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*.

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

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

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

• 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

• 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.

You will find the notice period in your tenancy agreement.

• As a relative, we require a power of attorney.
• As an heir, we need the death certificate and, if applicable, the certificate of inheritance.

• 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.

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

He/she must apply online like any other person.

• Arrive on time for your appointment.
• Bring all the keys with you.

Please arrive on time for your appointment.

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.

• You will receive an appointment from us for a preliminary apartment inspection.
• Here we will discuss everything else.

• 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

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

We help senior citizens move house.

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

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.

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.

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.

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.

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

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.

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.

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 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.

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.

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.

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.