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You’ll find answers to frequently asked questions here

The easiest way to pay your rent is via direct debit. The rent is collected from your account every month. This is always done at the same time, so you can count on it. The basis for this is known as a SEPA direct debit mandate. With this mandate, you provide us with written authorisation as your landlord to debit the monthly rent from your account. To do this, please contact us via the usual channels.

We need the following information from you:

  • Account holder name and address
  • IBAN and BIC (details available from your bank)
  • Signature, place and date of signature

Please note that a separate SEPA direct debit mandate must be issued for each rental contract. For instance, if you have rented a parking space as well as your home, we require a separate direct debit mandate for this.

We are happy to send you an account overview. Please contact us via the usual channels.

We always make every effort to work with our customers to find a solution to prevent rental arrears. However, if you believe that you are only able to pay in instalments, please contact us via usual channels the so we can work together to find a way forward.

Please get in touch with us as soon as you realize that you will be unable to meet your payment obligations. Call our customer service on +49 (0)30 897 860 for support with this. We will surely be able to work together to find a solution.

Have you moved out and returned your keys to us? Of course, you’ll be wondering when you’ll get your deposit back. We make every effort in principle to return deposits as soon as possible.

Accordingly, an account statement is drawn up in consultation between the member of staff responsible for your home and receivables management and sent to your new place of residence. In this account statement, you can see how much will be paid out.

Unfortunately, we are unable to confirm in advance how long it will take until you receive the account statement and the deposit is transferred, as any potential credit or liabilities must be determined in full first of all. In principle, this is repaid within six months of the end of the rental contract.

Rent may be increased for a variety of reasons based on a variety of legal provisions. If you have questions about an increase in your rent, please do not hesitate to contact us via the usual channels.

The rent certificate includes details such as the size of your home and rental amount. You can request this by calling +49 (0)30 897 860.

Customer service for our tenants

Let us know your concerns via the following contact channels.

Online via our customer portal: kundenportal.deutsche-wohnen.com

Via email kundenservice(at)deutsche-wohnen.com

By phone at +49 30 89786-0

Office hours:
Monday to Thursday from 7.30 a.m. to 5.30 p.m.
Friday from 7.30 a.m. to 4 p.m.

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