You can also access our customer portal at any time via our app. Simply scan the QR code and follow the instructions.
If you are already registered in the customer portal, you can get started immediately.
If not, simply follow the on-screen instructions. Use your personal invitation code, which you received from us via email.
If you haven't received a link yet, you can request one here.
Apple devices
Android devices
From now on, we offer all our tenants their own free and secure online customer portal. Whether via mobile phone, tablet or PC: you always have all the important information about your rental agreement readily available and can contact us even outside of our office hours.
The most important information at a glance
Here's how to access the customer portal
We are pleased to welcome you to our customer portal! Should you have any questions or suggestions regarding this service, please feel free to contact us personally at any time.
Use a water-saving shower head.
Up to 50% less water flows through it – showering comfort remains undiminished.
Don't let the water run unnecessarily.
For example, while brushing your teeth or lathering up in the shower. A four-person household can save up to €200 per year if everyone shortens their showers by three minutes. With a total water consumption of 22 m³/year, approximately €160 of the costs are for heating and €40 for the water itself.
Retrofit older toilets with a water-saving button
to regulate the amount of water flushed by the duration of lever pressure. A four-person household can save the equivalent of 240 bathtub fillings or 36,000 liters of water annually this way.
Easy-to-install aerators (water bubblers) on the tap
reduce water consumption by mixing air into the water. No loss of comfort.
Skip the pre-wash.
This is generally only necessary for heavily soiled work clothes. By skipping the pre-wash, you save around 20% on water and energy.
Taking a shower saves a significant amount of water compared to taking a bath.
Most people know this. What's less well known is that it also uses significantly less energy. You can save around 50 cents in energy costs if you take a shower once instead of a bath.
Energy saving programs
Use the energy-saving programs on your washing machine (E button) as often as possible. This will reduce your electricity consumption by up to 40%.
For machines with start preselection
You can use the cheaper night-time electricity tariff for washing and drying.
Give your laundry a good spin.
By using 1200 rpm instead of 800 rpm, you reduce the subsequent energy consumption of the dryer by about a third.
Clean the lint filter on the tumble dryer after each use.
This significantly reduces drying time and energy consumption. They use 33% less energy.
Ventilate thoroughly instead of tilting:
Open the windows fully for about 5 minutes, 2 to 3 times a day, ideally creating a draft. This is significantly more energy-efficient than leaving a window constantly tilted. Important: Turn off the radiators while ventilating!
Pay attention to the room temperature:
Even one degree less saves up to 6% on heating energy. Experts recommend the following maximum temperatures: living room and children's room 20°C, bathroom max. 22°C, kitchen 18°C, bedroom 16°C.
Close the roller shutter
Closing the blinds in good time in the evening during winter significantly reduces heat loss. Gaps and cracks can cause unwanted continuous ventilation.
Seal joints and cracks
Gaps and cracks can cause unwanted, continuous ventilation. Inexpensive rubber seals for windows and doors can save up to 5% on energy costs.
Ventilate radiators
Air in the radiator reduces heat output, so don't wait for gurgling noises. Regular bleeding saves energy. Avoid placing furniture or heavy curtains directly in front of radiators. Otherwise, heat will build up, and significantly more energy will be needed to reach the desired room temperature.
Standby mode is a significant energy drain.
Approximately 10% of the total electricity consumption of an average family is caused by the standby operation of electrical appliances, sometimes even with the power button pressed. Power strips with individual switches offer a practical solution.
When buying a new appliance, pay attention to the energy efficiency class.
Investing in the most energy-efficient class (energy class A) pays off in the long run, especially with daily use.
Replace light bulbs
Replace lamps that burn for more than an hour at a time every day with energy-saving light bulbs.
They save 80% energy, and the higher purchase price pays off.
Give your holiday budget an extra boost!
Before you leave, go through your apartment and unplug all unnecessary devices. For longer absences, it might also be worth the effort to reprogram them (e.g., your DVD recorder). New televisions often offer particularly high energy savings compared to older models,
sometimes reaching around 80%.
Small specialized appliances – big energy savers:
Boiling a liter of water in an electric kettle uses 30% less energy than heating it on the stovetop. Making coffee with a machine is about half as energy-efficient as using the stovetop. And if you want to toast rolls, use a toaster instead of the oven – you'll save up to 70% on electricity.
Everything should fit properly on the stovetop.
If the diameter of the pot is smaller than the cooking zone, up to 20% of the energy used is lost. If there's no lid on the pot or pan, you'll need three times the energy to prepare the meal.
For long cooking times, using a pressure cooker is recommended
. You'll save 30-60% on electricity. Additional benefits: Cooking time is reduced, and more vitamins are retained. Generally, use as little liquid as possible when cooking. In most cases, you don't need to leave the stovetop or oven on until the cooking is complete. Turn it off 5 to 10 minutes beforehand, utilize the residual heat, and save money.
Cool location required.
Avoid placing your refrigerator near the stove, radiator, or dishwasher. Also avoid direct sunlight. The lower the ambient temperature, the lower the energy consumption.
Regular defrosting lowers your electricity bill!
Every millimeter of frost buildup in your refrigerator increases its energy consumption by 6%.
Observe wall clearances, keep ventilation grilles clear.
If the air can circulate well around the refrigerator's heat exchanger, this saves an average household about 70 kilowatt hours per year.
Poorly closing refrigerator doors waste energy!
You should clean the door seals occasionally and replace any defective rubber seals as soon as possible.
Do not place food in the refrigerator!
Your appliance will then have to use an unnecessary amount of extra energy to maintain the set temperature.
Dishwashers make housework easier and lower your electricity and water bills!
Compared to washing dishes by hand, they use only about a third of the water and about half the electricity. The 50°C economy program is particularly effective. Lightly soiled dishes come out just as clean as with a 60°C wash – while using approximately 30% less electricity.
Outsmart energy-guzzling standby mode!
Since office equipment (PC, monitor, speakers, printer) is usually located in one place, using a power strip with a switch is particularly recommended – so you can be sure that "off" really means "off." You can achieve 5% energy savings if you consistently switch off your computer and other devices when not in use.
Modern computers have special energy-saving functions.
Check in your system settings to see if these are enabled. Your PC will then only use power for the hardware components it is currently using. Savings potential: 49%. Why not try working on your laptop for a while? Laptops are generally more energy-efficient than desktop computers.
The screen consumes twice as much power as the PC.
You can set the computer so that the screen switches off automatically when not in use - the power-saving alternative to the screensaver.
Printers and scanners often run with
Although they are rarely needed, consistently switching them off will lower your electricity bill! By the way: Laser printers consume about twice as much energy as inkjet, dot matrix, or thermal printers.
If you need help to pay your rent, possible points of contact are the job center or the office for housing and basic income support.
Please note that you will need a valid residence permit for this.
We are happy to help you further; please contact us via the customer portal or the tenant app “meinARENOVA”.
Please inform us of your new bank details in writing via service@arenova.de.
You can also inform us of changes to your data via the tenant app “meinARENOVA”.
It is possible to change your rent payment due date to the 15th of the month if you wish. Please contact us via email at service@arenova.de or the tenant app “meinARENOVA” to do so. Unfortunately, payment at the end of the month is not possible.
For all matters relating to changes to your rental agreement, please contact us via the customer portal, the tenant app “meinARENOVA” or send us an email to service@arenova.de
Generally, the landlord is allowed to retain the security deposit for up to six months after the end of the tenancy. This is due to potential damage to the property or outstanding rent payments. Nevertheless, we will make every effort to refund your deposit as quickly as possible. Beforehand, we will check that everything is in order with the apartment and that your rental account is settled. Please provide us with your current bank details during the final inspection, or contact us via the customer portal or the tenant app “meinARENOVA”.
If you need a current rental certificate, please contact us via the customer portal or the tenant app “MainArenova”.
If you need a current rental certificate, please contact us via the customer portal or the tenant app “MainArenova”.
We want to foster a harmonious community in our apartment buildings, which is why we have binding house rules for everyone. These rules are also part of the rental agreement. If you don't have your house rules handy, you can download them with just a few clicks from our customer portal or our "meinARENOVA" app.
If your utility bill shows a credit balance, this will be automatically offset against any outstanding balances. If your account shows a deficit, we unfortunately cannot issue a refund.
If everything is in order, we will transfer the credit to your account approximately 4 weeks later. If your account number has changed, please let us know! The best way is by email to service@arenova.de
Operating costs are the ongoing expenses incurred by arenova. These include things like garbage collection, chimney sweeping, and building maintenance.
All tenants pay monthly advance payments for this. These are reconciled annually with the actual costs incurred.
A detailed list of operating costs can be found in your contract documents.
Of course, it's your home and you want to feel comfortable there; however, we can only permit alterations and modifications if they don't affect the building's structure. This means that installing built-in wardrobes, applying decorative film to doors, and other interior design ideas are generally allowed. But anything that damages the building's structure, such as removing a wall, remodeling the toilet, or similar work, is not permitted. If you're unsure, you can inquire via our customer portal or the tenant app at “meinARENOVA”.
Unfortunately, living together isn't always conflict-free. Perhaps you're annoyed because your neighbor showers every night. But they come home from their shift work and don't even realize that it might disturb others.
Or: Loud footsteps and children's noise can be heard repeatedly from above.
We receive reports of such cases, or similar ones, time and again. And while we greatly desire a harmonious coexistence among our tenants, we can often only offer limited assistance – showering, for example, is legally permitted around the clock.
Therefore, we ask you as tenants: If you feel disturbed by your neighbors, please calmly talk to them. Explain your problem politely and objectively, and try to find a solution together.
If that doesn't help at all, please feel free to contact us. In the event of a noise complaint, it is important that you keep a detailed noise log and submit it to us. You can use our customer portal or the tenant app "meinARENOVA" to submit the noise log.
To report an urgently needed repair, it is best to log in to our customer portal or the tenant app “meinARENOVA”.
In the "Inquiry" section under "Damage Report," you can send us all the necessary information. We will take care of the problem, and you can track the status of your repair in the app at any time.
If you wish to terminate your lease earlier, please send your request in writing to service@arenova.de. The following information is important:
- Provide your contract number
- All parties to the lease agreement must sign the request.
- the reason for the shortening must be stated.
If you have already found a potential new tenant for the apartment, please send us their contact details. Once we have received everything, we will review it and inform you of our decision as soon as possible.
However, there is no entitlement to a reduction of the notice period.
If you have bulky waste to dispose of, please notify us in good time via the customer portal or the tenant app “meinARENOVA”.
We will then request an appointment from the city so that your bulky waste can be collected free of charge by the city.
Inform your electricity and gas suppliers about your move in good time, ideally a few weeks in advance. If the supplier remains the same at your new address, it is sufficient to provide your new address.
Sometimes it makes sense to switch energy providers. Therefore, compare the current offers.
Don't forget to note or photograph the electricity and gas meter readings during the final inspection of your old apartment. You'll need these to report to your utility company. If you don't have them handy, we'll also record the meter readings in the final inspection report.
After you submit your cancellation, we will contact you to arrange an appointment. At this appointment, we will clarify what tasks may still need to be completed and what the next steps will be.
During the official final inspection, you will then return the apartment and all keys handed over to us.
It is also possible to arrange a final inspection appointment before the end of the lease. However, please note that you remain obligated to pay rent until the end of the lease. It is also important to know that even if you already know your successor tenant, the key handover will be handled exclusively by our staff.
For us, waste separation is an important part of sustainability! Waste can be both a raw material and a base material for new products. So, by separating your waste thoroughly, you conserve our resources, which is good for the CO22balance
Furthermore, if the bins are filled incorrectly, they may not be emptied at all. If this happens, we unfortunately have to pass on the resulting costs of a special emptying to you as the tenant.
Sheet with pictograms: Appendix for homepage and app
Should any of your details change, please notify us via our customer portal or the tenant app “meinARENOVA”. We require all data changes in writing; you can also contact us at service@arenova.de .
If you notice an increased number of insects or pests in your apartment or residential complex, please contact your property manager via our tenant app “meinARENOVA” or by email to service@arenova.de.
The more detailed your information is, the better prepared the pest control expert we have hired can be.
We strive for a harmonious living environment for our tenants. Therefore, we kindly ask everyone to observe the quiet hours. These are from 1:00 PM to 3:00 PM and from 10:00 PM to 8:00 AM.
Please avoid playing loud music or carrying out disruptive work such as drilling and hammering in your apartment during these times. On Sundays and public holidays, noise should be avoided all day to ensure peace and quiet for all residents.
Ultimately, all tenants benefit from this.
If you keep small animals such as budgies, hamsters, rabbits, guinea pigs, gerbils or ornamental fish, you do not need permission from us as the landlord.
However, for dogs and cats you need our permission, as these are no longer considered small animals.
Please contact us via our customer portal or the tenant app “meinARENOVA” when acquiring a pet.
Tenant self-disclosure
Termination
Waste separation information sheet