Huurdersportaal

TENANTS

FAQ

Below you will find the answers to frequently asked questions by our tenants. You will most likely find the answer to your question concerning your rental property or rented commercial property here. Still, you can, of course, also contact us directly to ask your question. 

Technical

For most residential properties, we take care of technical management and maintenance. This means that you can report technical malfunctions or defects via your online tenants portal. Here you will find the most frequently asked questions about the technical maintenance of your rental home or commercial property. Is the answer to your question not listed here? Please contact us directly using the contact form below.


Frequently asked questions

You can report this online via our portal. We kindly request that you provide as much information and photographs as possible. First, check your tenants ABC and maintenance guide to determine whether your request is for the landlord's account or yours. Agreements about this are laid down by law. Once we have received your request, we aim to respond within two working days. For urgent reports, please contact us via our telephone number 020-5775333.

Please note: in the event of a severe leak in a water pipe, always turn off the main tap first.
You can report a leakage online via your tenants portal. Please provide us with as much information as possible so that we directly instruct the right parties to carry out the repair. When sending requests by email, we ask you to send photos for clarification. Before you can submit a repair request, we ask that you check the following matters:

  • Where is the leak coming from? What is the possible cause?
  • Check with neighbours (if applicable).
  • Check the kit seams and joints.
  • Check the pipework.
  • Check any taps.
  • In case of a roof leakage: is it a tiled roof or a flat (bitumen) roof?
     

The cause depends on the hot water appliances you have in your house. If the combi boiler is defective, you often have no heating and no hot water. But if there is a problem with the boiler, you will only get cold water from the tap/shower.

  • First, check whether your heating appliance is receiving power (and/or gas) and whether there is a defect/error code in the display. If the appliance has been temporary without power, the boiler may be out of order. It is then advisable to reset the boiler.
  • A component of the boiler may be defective. Check the water pressure in the boiler; it should be between 1.5 and 2 bar. If it is too low, you can top up the boiler yourself. Refilling the boiler is also the solution if the radiators on the ground floor heat up but not on the upper floor. How to refill the boiler is explained step by step in this video.
    https://www.youtube.com/watch?v=r48NgOTBxSA
  • It may happen that only the top of the radiators does not heat up. In that case, there is air in the radiator, but the heating does work. You can solve this by venting the heating system.  How to vent the heating system is explained step by step in this video.
    https://www.youtube.com/watch?v=mLsrPMrh_XE
  • Were you unable to find the cause, or is it something you cannot solve yourself? Report your CV breakdown via your tenants portal or onderhoudsklachten@keij-stefels.nl.

The rule of thumb is that all 'small daily' maintenance in the accommodation is for the tenant. More significant issues and issues outside the property are for the landlord. These agreements are partly based on the legislation "Decree on small repairs" by the central government and your rental contract agreements. These specify the division between the tenant’s and the landlord’s responsibilities. Read your Tenants ABC and Maintenance Guide to determine whether maintenance is for the landlord's account or yours. If you cannot find a definite answer, you can always send us an email. 

The rule of thumb is that all 'small daily' maintenance in the accommodation is for the tenant.  More significant issues and issues outside the accommodation are for the landlord. These agreements are partly based on the legislation "Decree on small repairs" by the central government and your rental contract agreements. These specify the division between the tenant’s and the landlord’s responsibilities. Read your Tenants ABC and Maintenance Guide to determine whether maintenance is for the landlord's account or yours. If you cannot find a definite answer, you can always send us an email. 

First, check the agreements as laid down in the lease contract and your Tenants ABC and Maintenance Guide. Bear in mind that you may be asked to return your house to its original state when your rental contract ends. Contact us by e-mail at onderhoudsklachten@keij-stefels.nl when you are in doubt about whether an adjustment to the rented property is permitted.

In most cases, you are responsible for taking out a subscription for TV, internet, and the contract with the provider. For appropriate advice, please send us an e-mail via onderhoudsklachten@keij-stefels.nl

In most cases, you are responsible for the gas/water/light contract. For appropriate advice, please send us an e-mail via onderhoudsklachten@keij-stefels.nl.

An urgent complaint is a complaint that cannot wait until the next working day because a) there may be consequential damage, b) the quality of living is seriously hindered. You can make your complaint by telephone via 020-5775333.

For most residences we take care of property management. This means that you can come to us with all your requests and questions and that we do all the reporting regarding your rented accommodation. We also take care of the technical management for many properties. This means that you can report technical failures and defects through your tenant portal online.

You can send these to us via the contact form below or by e-mail. We will make sure that it reaches the landlord. In many cases, we take care of managing the rented property, and we will be able to assist you with your question or request. We will, therefore, respond to your email as soon as possible.

You can send your question to us using the contact form below or by email. We will respond to your email as soon as possible.

Financial

We oversee financial management for most residential properties we rent out. This means that Keij & Stefels will notify you of the rent that needs to be paid, and we will send you reminders if you are late in paying the rent. Here you will find the most frequently asked questions about the administrative side of your rental home or commercial property. Is the answer to your question not listed here? Please contact us directly using the contact form below.


Frequently asked questions

You can do this online in your tenants portal.

There are agreements between the tenant and the landlord about which maintenance activities are for the tenant or the landlord in the tenancy agreement and the associated general provisions. These agreements are partly based on the legislation of the central government. Read your Tenants ABC and Maintenance Guide to determine whether maintenance is for the landlord's account or yours. If you cannot find a definite answer, you can always send us an email.

The rent due is paid every month by direct debit. You authorise us to collect the rent monthly from your account. The direct debit takes place around the first working day of the month. After the annual rent increase and the written confirmation of this, we will adjust the amount. The correct amount will be debited from your account immediately.

Whether you are eligible for this depends on various factors tested by the government’s tax department (Belastingdienst). Examples are the rent and your income, and capital. More information can be found on the website of the government. Do you share sanitary facilities or a kitchen? Then the right to rent benefits expires anyway.

The signed rental contract states how you can terminate the rental agreement and what the notice period is. With many contracts it is not possible to end the contract during the first year. A tenancy agreement always ends on the last day of the month, and you will owe rent until the last day of the agreement. Only then will you receive the deposit back. 

A valid notice of termination of the lease contract contains at least all the tenants’ names on the signed rental agreement, the address of the rented property, the requested date of termination and the signatures of all the tenants on the signed rental agreement. 
Please mail your notice of termination to huur@keij-stefels.nl.

After the final inspection and the return of the keys, the deposit will be returned to you within 30 days. Of course, the entire rent must have been paid, the accommodation must have been left without damage, minor repairs must have been made, and all keys must have been returned to our office.

The preliminary inspection will usually take place two weeks before the end of the lease. During this inspection, our real estate agent will walk through the house with you and note down minor repairs and tasks which the tenant must carry out. During the final inspection, the estate agent will check whether all the tasks have been carried out correctly before you can hand in the keys. Please note that if you do not meet the agreements made during the preliminary inspection, any necessary repairs will be carried out at your expense.

When you receive an invoice for maintenance or repairs, we believe that these costs are the tenant’s responsibility. If you disagree and consulted the list 'Besluit kleine herstellingen', your Tenants ABC and the rental contract, you can submit an objection by email; info@keij-stefels.nl. We will then deal with your claim as soon as possible.

An urgent complaint is a complaint that cannot wait until the next working day because a) there may be consequential damage, b) the quality of living is seriously hindered. You can make your complaint by telephone via 020-5775333.

For most residences we take care of property management. This means that you can come to us with all your requests and questions and that we do all the reporting regarding your rented accommodation. We also take care of the technical management for many properties. This means that you can report technical failures and defects through your tenant portal online.

You can send these to us via the contact form below or by e-mail. We will make sure that it reaches the landlord. In many cases, we take care of managing the rented property, and we will be able to assist you with your question or request. We will, therefore, respond to your email as soon as possible.

You can send your question to us using the contact form below or by email. We will respond to your email as soon as possible.

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