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Frequently asked questions

The most frequently asked questions and answers in one overview!

Frequently asked questions

We gathered the most frequently asked questions and their answers for you.

How can I pay the monthly rent?

With direct debit, it is easy to pay the correct rent each month on time without having to think about it.

You receive an authorization form with your rental contract. Or just log into My Vesteda (NL) and do this online.

LOG INTO MY VESTEDA (NL)

How can I request a repair?

You can request a repair for non-urgent matters via My Vesteda.

For urgent malfunctions, call 088 456 16 56 (key 2).

For very urgent malfunctions, you can go to our Disruptions Reporting Line on the above telephone number outside of our office hours.

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Malfunctions and repairs

How can I contact Vesteda regarding an urgent matter?

We can be contacted by phone for urgent matters 24 hours a day.

Call us at +31(0)88 456 16 56 (key 2).

Examples of urgent matters are serious leaks, a lack of hot water, broken heating or a malfunctioning elevator.

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How do I submit a request for major maintenance?

Does the outside of your property need painting, does the kitchen need replacing, or is the roof leaking? Submit your request quickly and easily via My Vesteda.

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How can I request a repair?

You can request a repair for non-urgent matters via My Vesteda.

For urgent malfunctions, call 088 456 16 56 (key 2).

For very urgent malfunctions, you can go to our Disruptions Reporting Line on the above telephone number outside of our office hours.

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I’d like to make changes to my home myself. Is this permitted?

If you want to drill holes in the wall to hang up curtains or replace the toilet seat, you don’t need to ask permission to make minor changes to the property.

However if you want to make major changes, you require written permission to do so. This includes installing a new kitchen or bathroom, installing new inner walls or doors, or laying a laminate floor.

Want to read more about making changes to your rental property? Open the brochure "Guide to renting" via My Vesteda (NL).

Want to submit a request to make changes to your home? Do this online via My Vesteda (NL).

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Who can I contact if I have questions or repair requests concerning communal areas?

If you are a tenant and have a question about maintenance, or if you would like to submit a repair request for the communal space, you can do so via My Vesteda. Vesteda will pass on the repair request to the maintenance services of the Owners’ Association.

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What charges can you expect from Vesteda?

Administration charge
Administrative charges – rental home agreement € 113.74 including VAT
Administrative charge – rental parking agreement € 35,00 including VAT

Change nameplate
Does your building have nameplates by the mailboxes? The costs of the first nameplate once you occupy the property are for the account of Vesteda. Would you like to change your nameplate later? If so, the change of the nameplate will be for your own account. You can request the change of the nameplate through the online dashboard My Vesteda under the repair/disturbances block.

Keys -Tag - Pass
In the event of losing a key, parking tag or parking card, you can request a new one through the online dashboard of My Vesteda. In case of theft of your keys, parking tag or parking card, we ask you to enclose an official statement issued by the local police department as an attachment. A new key, tag or card will be issued upon receipt. Would you like to order an additional key, tag or card? Please indicate as much detail as possible through My Vesteda what you would like to order. We will contact you as soon as possible to make the arrangements.

Vesteda charges the following fee’s for both theft and loss:

Home and storage unit - non-certificated key €25,-
Home and storage unit - certificated key €35,-
Parking - pass/card €70,-
Parking - key €35,-
Parking garage box - transmitter €100,-
Parking hand transmitter, issued by Q-park €150,-
Electronic key, also known as E-Key €70,-
DPI key €35,-
General entrance door / bicycle shed €35,-
General entrance door / front door €35,-
General entrance door / electronic €35,-
Security cylindrical with diverter key €35,-
Electronic key / teardrop €35,-
Only 1 pass/tag is issued per parking space.

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My rent & contract

I'd like to add a co-tenant to my rental contract. How can I arrange this?

Planning to live together with your partner? Submit a request to add him or her to the contract. In the case of marriage or registered partnership, your partner is automatically considered to be the co-tenant. You only have to send us his or her details. Different rules apply for housing-sharers not in a relationship.

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I will be moving out but my current co-tenant wants to continue renting the property. What should I do?

When one of the tenants remains in the property, you can submit a request for unilateral termination of the rent. Both tenants need to sign this request. We will then assess the details of the tenant wishing to stay. We will need a copy of a form of identification, three payslips, and a GBA extract (municipal personal records database). If our assessment shows that the remaining tenant is able to pay the rent, we will amend the rental contract.

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How should I inform you that my marriage or registered partnership has ended?

Getting a divorce or ending a registered partnership?

Please submit a request to change your rental contract via My Vesteda or call us directly at +31 (0)88 456 16 56.

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I need to inform you that my partner has passed away. How should I do this?

Has your partner or beloved one passed away? We will change the rental contract for you.

If your partner or beloved one was the primary tenant, you will now become the new primary tenant. If you yourself are the primary tenant, we will change the contract so that it is solely in your name. In case your partner was the only tenant, the rental contract will be cancelled.

Please submit a request to change your rental contract via My Vesteda or call us directly at +31 (0)88 456 16 56.

We are sorry for your loss and wish you a lot of strength in this difficult period.

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How can I pay the monthly rent?

With direct debit, it is easy to pay the correct rent each month on time without having to think about it.

You receive an authorization form with your rental contract. Or just log into My Vesteda (NL) and do this online.

LOG INTO MY VESTEDA (NL)

Would you as a relative like to assist with the termination of the rental agreement?

You can easily cancel the rental contract with via the online customer portal My Vesteda. Does the tenant not have access to My Vesteda? You can also cancel the rent in writing by sending the cancellation by registered mail to:
Vesteda
P.O. Box 75675
1070 AR AMSTERDAM

You can also send an e-mail to: opzeggingen@vesteda.com.
Please include in your e-mail: your current address, your future address, your contact information, the desired termination date and your signature.

If you are with two persons on the rental contract, we need two signatures to process your request.
If you would like to nominate someone as a tenant, please include that person's contact information.

I want to get a landlord statement. How do I apply for one?

Does your new landlord ask for a landlord statement?

You can request this statement quickly and easily via My Vesteda.
Log in and click on the contact block.  Create a new contact request and then select ‘tenancy agreement’ and then select ' request landlord statement'. We will gladly provide it!

Where can I find the authorisation form if I cannot attend the final inspection myself?

After your notice of termination has been processed by a Vesteda employee, you will receive an e-mail confirming the termination and an authorisation form for the final inspection.

How exactly does internal relocation work, given that current tenants get priority? Do they have to go through the same process through HurenbijVesteda?

You create an account and respond to the homes you wish to view. You can then send an e-mail to bezichtiging@vesteda.com so that your request is given priority when it comes to allocation.

Rent increase 2021

We gathered the most frequently askes questions and their answers about the rent increase

What should Vesteda keep in mind when announcing rent increases as of 1st of July 2021?

We only increase the rent of your home once every 12 months. This is regulated by law. In the case of a new lease (after an amendment), the rent may be increased within the first 12 months of the lease.

Regulated rental contracts:

For 2021, the rent increase for regulated rental contracts is set at 0%. There will also be no income-related rent increase. We must inform our tenants at least two months before the rent increase takes effect on July 1st. So this year, you will receive a notification before the 1st of May.

Liberalised rent contracts:

On the 23rd of March 2021, the First Chamber of Parliament adopted the Act on Limitation of Rent Increases for Liberalised Rental Agreements. This act stipulates that the rent of liberalised contracts may be increased over the next 3 years by no more than inflation + 1%. If you have a liberalised rental contract, we do not have to send you a rent increase letter. However, we would like to inform our tenants correctly and in good time about the rent increase. We inform tenants with a liberalized rental contract at least one month before the rent increase on the 1st July. So this year you will receive a notification before the 1st of June.

When do I have a regulated rental contract?

The commencement date of the rental contract and the associated (bare/basic) rent determines whether a residence is regulated or liberalised. You can find this information in your rental contract. In case of a regulated rental contract, maximum rental prices have been set by the government. There is also a maximum annual rent increase.

If, at the start of the rental agreement, the rent was lower than the liberalisation threshold, the property is in the regulated sector. In 2021, the rental price liberalisation threshold is 752.33 euros per month.

You have a rental home in the free sector or a liberalised rental contract if the initial rental price of the home was higher than the liberalisation threshold.

For more information and requirements, please visit www.rijksoverheid.nl.

 

 

What should be included in a notice of rent increase?

In the case of a regulated rental contract, we must send you a rent increase proposal at least two months before the effective date of the rent increase. You should therefore have received this proposal no later than 30 April if the rent increase takes effect on 1 July.

The letter of the rent increase should contain the following subjects:

  • commencement date of the rent increase
  • Current and new basic rent
  • percentage or amount by which the rent is to be increased
  • whether an income-dependent rent increase applies (including an income indication from the Tax and Customs Administration)
  • how you can lodge an objection.

Other conditions for rent increase:

  • the rent may not exceed the maximum rent according to the point system as a result of the rent increase
  • the rent may not be increased if the Rent Commission has temporarily reduced the rent due to maintenance defects
  • the rent may not be increased if prior to the commencement date of the rent increase a request for a rent reduction has been submitted to the Rent Commission on the grounds of maintenance defects.

In the case of a deregulated lease, there are no requirements for a possible rent increase letter.

What is the maximum rent increase in 2021?

We only increase the rent of your house once every 12 months. This is regulated by law. In the case of a renewed tenancy agreement, the rent may be increased within the first 12 months of the tenancy agreement.

Regulated leases:

For 2021, the rent increase for regulated rental agreements is set at 0%. There will also be no income-related rent increase. We must inform our tenants at least two months before the rent increase takes effect on July 1st. This means that this year you will receive a notification before the 1st of May.

Liberalised rent contracts:

On 23 March 2021, the First Chamber of Parliament passed the Act on the Limitation of Rent Increases for Liberalised Rental Agreements. This Act stipulates that the rent of deregulated contracts may be increased over the next 3 years by a maximum of inflation + 1%. If you have a liberalised rental agreement, we do not have to send you a rent increase letter. However, we would like to inform our tenants timely and correctly about the rent increase. We inform tenants with a liberalised rental agreement at least one month before the rent increase on the 1st of July. So this year you will receive a notification before the 1st of June.

Does Vesteda have an income-dependent rent increases this year?

This year there is no income-dependent rent increase. This means that we do not request income data from the tax authorities.

How does Vestedat get my income details?

Vesteda is a landlord. Therefore Vesteda can request an income statement from a tenant if the maximum rent of the house, based on the number of points per 1 July 2021, has not yet been reached.

The Tax Authorities do not provide specified income data, but a statement which states in which income category your household falls. Incidentally, the Tax and Customs Administration is unable to indicate whether a household belongs to the designated group susch as chronically ill people and people with a disability, because it does not have this information at its disposal. This designated group can object to an income-dependent (higher) rent increase.

How is the composition of the household determined?

The composition and size of the household is determined on the proposed date of the rent increase (1st of July) and is based on the number of occupants registered with the municipality at that address.

How is the household income calculated?

The household income consists of the combined income (aggregate income of 2019) of the tenant and all other occupants of the dwelling. Only tenants who are registered at the address on the effective date of the proposed rent increase are included.

Young people living at home
For young people living at home, who have not yet reached the age of 23 on the 1st of January 2021, only the income that exceeds the minimum wage level 2019 will be taken into account.

When and where can I object to the rent increase?

If you have a regulated rental contract, you cannot object to the rent increase this year. This is because it has been set at 0%. If you have a liberalised rental contract, however, you will be able to object to the rent increase from this year.

If you wish to lodge an objection, please submit it to us before the 30th of June 2021. Your objection must meet certain formal requirements. Lack of maintenance is not a valid reason for objecting. For more information, please visit www.huurcommissie.nl.

Why do I get a different rent increase than my neighbours?

A difference in rent between comparable dwellings can arise due to a difference in the effective date of the rental contract or the type of rental contract (regulated or liberalised).

The annual rent increase is mainly determined by the market rent. The market rent is determined on the basis of:

  • Market analysis based on market developments
  • Competitive analysis based on comparable houses/complexes
  • Age, mutation rate and vacancy of residences (in the complex)
  • Maintenance, finishing and location of residences
  • Affordability

The margin between the contract rent and the market rent determines the extent to which the rent can be increased. Within this space, we obviously adhere to the legal and contractual agreements.

What does a reminder procedure involve?

If you do not pay your rent increase and have not submitted an objection to the rent increase to Vesteda, you will receive a reminder from us.

Reminder letter

A reminder letter is a registered letter requesting approval of the rent increase. You will receive a reminder within three months after the start of the rent increase.

After you have received the reminder letter, you must send a request for a ruling to the Rent Commission within 4 months of the effective date of the rent increase (i.e., in the case of a rent increase on 1st of July: before 1st of November). If you fail to do so, you will still have to pay the rent increase.

Moving into your residence

Your responsibility as a new tenant

Am I responsable for organizing my own service provider for water, gas and electricity?

As a new tenant, you are responsible for organizing your own service provider for water, gas, and electricity. When we handover the residence to you, you will receive a report containing the meter readings. If you use district heating or a geothermal system, then register with the relevant service  provider.

How can I arrange television, internet and telephone in my residence?

You can sign a service contract for TV, Internet, and a landline with a service provider in your area.

If you want to install a satellite dish Request permission from Vesteda before installing a satellite dish. You can submit your request via My Vesteda – the online portal that helps you to organize all your rental matters in a simple and quick way. If you are granted permission, please keep in mind that you cannot install the dish on the exterior of your building or  complex.

The satellite must be installed loose in the garden or on the  balcony.

Are there any compulsary insurance policies?

As a Vesteda tenant, you are required to take a third party insurance and a home contents insurance at an insurance company of your choice. This obligation is included in the General Terms and Conditions that you agreed to when signing the rental agreement.

Third party insurance covers any damages that you might cause to other tenants. This includes issues such as water damage caused by your washing machine.
A home contents insurance covers damage to your personal household contents such as floor covers, furniture, and AV equipment as a result of break-ins, storms, fire, and other causes. We recommend taking out a comprehensive home contents insurance. For instance, damages caused by leaks are not always covered by a regular home contents insurance.

When do I need to register at my new municipality?

As a new resident, you are required to register at your new municipality. This needs to be done as soon as possible after signing your rental agreement and within five working days of moving. This means that other organizations and authorities are also informed about your move. When you register your new address, you are automatically deregistered from your old address. You can find more information on the municipality website or at the municipal Civil Affairs desk.

Where can I find more information about the energy label?

If you want to find out which energy label applies to your residence, then go to My Vesteda. The label indicates how energy-efficient your residence is. It provides information about the insulation properties of floors, windows, walls, and the roof, and shows how energy-efficient the heating, warm water, and ventilation systems are.

The address and energy performance of the residence are all part of the label. The least energy-efficient residences are given a G-label and the most energy- efficient residences an A-label. For more information go to www.energielabel.nl and the Dutch government website.

All information about the energy label of homes, appliances and cars can be found on a special website. 

read more at energielabel.nl (NL)

What is an Owners’ Association?

Vesteda sells apartments in certain complexes. In these situations, Vesteda is not the only owner in the building. A complex that comprises tenants and home-owners is also called a ‘mixed complex’.

As soon as a building has multiple owners, an Owners’ Association has to be set up. Each owner automatically becomes a member of the Owners’ Association. All apartment owners are jointly responsible for the maintenance and management of the communal areas in the building.

An Owners’ Association is entitled to set house rules. These rules apply to all the tenants and owners in a single residential building. These include rules regarding pets, or how to deal with household waste. While it is not compulsory to set house rules, they are a practical way of ensuring that everybody abides by the same rules.

If you are a Vesteda tenant and if you have any further questions about maintenance, or if you would like to submit a repair request for the communal space, please do so via My Vesteda. We will pass on the request to the maintenance services of the Owners’ Association.



Service costs

What are the service costs of my property?

Service costs are costs that are added to the basic rent of a property. The service charges must be clearly separated from the basic rent in the rental contract. Service costs may only be charged if this is agreed beforehand between the tenant and Vesteda and laid down in the rental contract. Service costs include among others the following costs:

Communal area

- Electricity

- Electricity Cleaning

- Housekeeping

- Lighting

Individual

- Electricity

- Heating system

- Water supply

With each new rental contract for a single-family residence, you also pay service charges. These service charges relate to, among other things: the malfunction maintenance of your central heating system, sewer unblocking or for the maintenance of a communal garden.

We try to make the service settlement as clear as possible, but we can imagine that you still have questions about it. On this page you will find the answers to the most frequently asked questions about the service costs settlement.

I have received a service settlement, but I have already paid?

Each month you pay an advance on the service costs and each year you receive a service settlement from Vesteda for the previous calendar year.

Vesteda states on the settlement what you have paid in advance and what the final service charges were. This way you can check whether the costs have been calculated correctly and whether there is anything to settle. Sometimes you get money back and sometimes you have to pay extra.

What costs do I have to pay?

In the service settlement, each type of cost that is charged is listed separately. The service settlement also states what your share in the total service costs of the complex is. A specification of your advance payment can be found on mijn.vesteda.com.(NL)

Why do I get an overview from Ista or Techem with my settlement?

The meters in your home are managed by Ista or Techem. The usage in your home is registered on the basis of these meters. It is an overview of your personal usage. On the basis of the total usage in your complex, the required resident details and the total costs (energy costs) of the complex to be divided, an individual settlement is made for each resident.

I have moved, will I still receive a service settlement?

If the lease expires, for example, by moving, you will receive a service settlement for the part of the year you rented from Vesteda, according to normal procedure, after the calendar year in which the contract is expired.

My monthly advance payment is adjusted. Why is that?

We do not want you to pay too much in advance. But we also do not want you to have to pay extra at the end of the year. Therefore we estimate the costs as well as possible and adjust the advance payment if necessary. This way, you will not be confronted with unpleasant surprises.

If your advance payment is adjusted, we will send you a message.

Does everyone receive a settlement for service and/or heating charges?

Everyone who pays a monthly advance for service costs receives an annual service settlement.

What are the administration costs on my service settlement?

We charge an administration fee for drawing up the service settlement. The minimum administration fee is € 7.50 per settlement per unit.

My question about the service costs is not listed. What should I do?

If your question about service costs is not listed, please ask your question via mijn.vesteda.com or by sending an e-mail to sskhuurdersvragen@vesteda.com.

Where in the account can the digital settlement of the service costs be found?

Where in the account can the digital settlement of the service costs be found?

You can find it at www.mijn.vesteda.com >correspondence>received documents.