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All of the information only serves as information for the visitor to the website. Liability is limited to wilful intent and gross negligence. The respective providers are responsible for third-party websites which Deutsche Wohnen SE refers to with a hyperlink. Deutsche Wohnen SE is not responsible for the content of such third-party sites.

Furthermore the website of Deutsche Wohnen SE can by linked to by another site without its knowledge by means of a hyperlink. Deutsche Wohnen SE accepts no responsibility for the presentation, content or any other association with Deutsche Wohnen SE in third-party websites.

Deutsche Wohnen SE also retains the right to make changes to or add to the information provided. The content and structure of the websites of Deutsche Wohnen SE are protected by copyright. The reproduction of content or data, in particular the use of texts, parts of text or pictures is only allowed with reference to the source. A sample copy of publications is requested. The direct online embedding of information or creative elements of the website of Deutsche Wohnen SE is only allowed with the prior written approval of Deutsche Wohnen SE.

Special terms and conditions of use for the online customer portal

Deutsche Wohnen SE, Mecklenburgische Str. 57, 14197 Berlin, Germany (‘Deutsche Wohnen’) provides a password-protected area which enables users to utilise various self-service options in line with their usage rights. This allows them, for example, to access information, contact Deutsche Wohnen and update their personal data (‘online customer portal’). Amongst others, the services include:

  • Overview of certain lease data, such as the rental price, the contract’s start and end date, the address and location, contact details and the tenant’s personal details
  • Option for users of the online customer portal to submit messages to Deutsche Wohnen via categorised buttons
  • Information provided by Deutsche Wohnen in the online customer portal about contracted companies and ways in which they can be contacted to report damage

Registered tenants are hereinafter referred to as ‘users’. Use of the password-protected area is optional – not mandatory – for tenants.

Any individual with unlimited legal capacity who is a tenant of the Deutsche Wohnen group, a member of a tenant’s household, or a tenant’s legal representative is authorised to use the portal. Each user may only register once. His/her authorisation to use the online customer portal only applies to him/her personally and is non-transferable.

When registering, the user confirms that he/she accepts these terms and conditions of use and has read and understood the privacy policy for use of the online customer portal, including the cookie data policy of Deutsche Wohnen SE (available at Usage is also subject to the general terms and conditions of use and the special terms and conditions of use for the download section.
Registration: Individuals authorised to use the portal can register online at by providing their first and last name, email address and lease number. Once the tenant has registered and been authenticated via a comparison of the data provided with the details on file for the lease, the tenant will receive a confirmation email. He/she has to confirm the registration request by clicking on a link. Should authentication fail, the prospective user can provide additional details for the purpose of verification (e.g. home address, location). If the final attempt at authentication fails, the prospective user is informed.

Deutsche Wohnen uses a double opt-in registration procedure. This means that authentication is only completed once the registration has been confirmed by clicking on the link in a confirmation email sent to the prospective user. After clicking on the link in the confirmation email to complete the registration process, the user must enter a password of his/her choice. The password must be at least 8 characters long and contain at least one number and a combination of upper and lower-case letters. The password may not contain umlauts or special characters. After setting a password of his/her choice, the user is registered to use the portal. The email address serves to identify the user and acts as a personal designator. Once the user has successfully completed the registration process, he/she receives a single-use activation code. This is sent by post to the address stored in the Deutsche Wohnen system. The full functionality of the online customer portal is only activated once the code sent by post has been entered.

The data entered during registration must be entered correctly and in full. The user has an obligation to keep this data (including email addresses) up to date at all times.

User’s obligations: The user undertakes not to make unlawful usage of the online customer portal and only to use it as permitted by law. Each user is solely responsible for the content of the information which he/she provides during registration or in documents and messages. In particular, he/she undertakes that the information provided is complete, true and legally sound. The user asserts that the content provided by him/her is true. The user ensures that his/her posts do not violate these terms and conditions of use or current legislation.

The user is responsible for keeping access details confidential. He/she must ensure that they are not accessible to third parties unless this is required by law. The user must change his/her password immediately and inform the operator without delay if there is reason to believe that his/her access details are being – or have been – used by third parties.

In line with general legislation, users are solely responsible for all activities undertaken in connection with their access details. However, they are not liable if they are not responsible for the misuse of their access details because they have not violated their duty of care. In the case of a third-party claim, the user has an obligation to immediately provide Deutsche Wohnen with all the information needed to examine the claims and mount a defence. The details provided must be truthful and complete.

The user can reset his/her password at any time and choose a new one. He/she should do this regularly. When the password is changed, the previous one becomes invalid.

Duration of access/blocking: There is no need to give notice in order to terminate use of the online customer portal. Users’ authorisation to use the portal ends automatically when they no longer meet the registration criteria (e.g. when the lease ends or the user moves out of an apartment shared with a tenant).

The user can inform Deutsche Wohnen that he/she wishes to terminate his/her access to the portal in writing at any time. When this termination takes effect, the user’s access to the online customer portal is blocked.

The online customer portal is provided by Deutsche Wohnen and is subject to alteration. Deutsche Wohnen may stop operating the online customer portal at any time, in whole or in part, without providing any reasons.
Deutsche Wohnen reserves the right to block the user’s access to the online customer portal either temporarily or permanently for good cause. In particular, good cause exists when the user or unauthorised third parties make unlawful use of the online customer portal in connection with the user’s access data.

Availability/modernisation: Once the registration process has been completed, the user can access the protected section of the online customer portal by following the link at then entering his/her user name and password.

It may not always be possible to use some or all of the online customer portal for technical reasons or due to maintenance work. Such restrictions may affect the portal’s access times and/or content.

Deutsche Wohnen reserves the right to update and modernise the online customer portal (e.g. supplementing and altering features which are available via the online customer portal) and to temporarily block access for the duration of the modernisation and updating work in order to achieve this. The user will be informed of updates and modernisation work by email.

Liability: The content available via the online customer portal is provided for information only. No liability is accepted for its correctness.
Furthermore, no liability is accepted for the functionality of data networks, servers or data cables to the computer centre and the constant availability of the online customer portal.
Deutsche Wohnen is excluded from liability for damages. In particular, Deutsche Wohnen is not liable for damages arising from the misuse of the user’s password and/or the incorrect entry of the user’s password in the online customer portal. Excepted from this are claims for damages by the user due to loss of life, bodily harm, injury or illness, or from the violation of material contractual obligations or dereliction of duty pertaining to guarantees, and liability for other damages based on a deliberate or negligent dereliction of duty on the part of Deutsche Wohnen, its legal representatives or vicarious agents. Material contractual obligations are those which must be fulfilled in order to achieve the contract’s objective. Should material contractual obligations be breached, Deutsche Wohnen shall only be liable for foreseeable damages typical of this type of contract, unless the user’s claims for damages arise from loss of life, bodily harm, injury or illness. Insofar as Deutsche Wohnen’s liability is excluded or limited, this also applies to the liability of its legal representatives, employees and vicarious agents.

Rights of use: Deutsche Wohnen is entitled to use information provided by users for the online customer portal or to allow third parties to use it to the extent necessary for the tenancy. The user grants Deutsche Wohnen the rights of use necessary for this purpose free of charge on a non-exclusive, permanent basis; in particular, these are the right to retain and store information, and the right to duplicate and process it. Furthermore, the user asserts that he/she is entitled to grant such rights of use.
For the duration of the lease, Deutsche Wohnen grants registered users a non-exclusive, revocable right to utilise the freely available content downloaded from the online customer portal solely for the specified purpose. This includes the right to duplicate the aforementioned content and distribute it non-commercially, solely for the specified purpose, but not the right to modify it. Content may only be disseminated on the condition that the rights of use are also imposed on the recipient as per the nature and scope outlined in this section.

Data processing and use/privacy: Personal data which is entered by the user during and after registration and/or processed by Deutsche Wohnen in connection with usage of the online customer portal is processed as per the applicable data protection legislation and regulations. The provisions contained in the privacy policy of Deutsche Wohnen SE for use of the online customer portal (accessible free of charge at, including the cookie data policy of Deutsche Wohnen SE, apply. In each case, the version valid at the time of accessing the online customer portal applies.

Amendments to the terms and conditions of use: Deutsche Wohnen is entitled to amend the special terms and conditions of use for the online customer portal at any time, without providing any reasons. The user will be informed of the amendment in a timely fashion, before it comes into effect, via an email to the address held on file. The user is entitled to object to amendments within a four-week period. Objections must be made in writing and addressed to Deutsche Wohnen. If the user files an objection, Deutsche Wohnen is entitled to terminate the agreement with immediate effect. The amendments are considered acknowledged and binding if the user agrees to them or does not object to them within a four-week period. When informing the user of amendments or supplements to these general terms and conditions of business, Deutsche Wohnen will specifically inform the user of his/her right to object, the significance of the time limit for lodging an objection, and the envisaged consequences of his/her actions.

Final provisions: The laws of the Federal Republic of Germany apply to legal relationships between the parties in connection with the general and special terms and conditions of use.

The place of performance and jurisdiction is Berlin.

Should one or more clauses in these general and special terms and conditions of use be or become invalid, the parties undertake to use a legally valid clause coming as close as possible to the economic intention of the invalid clause instead. The same shall apply in the case of a loophole which needs to be closed. Should individual clauses be invalid, the remainder of the agreement shall remain unaffected.
All subsidiary agreements, amendments and supplements to the general and special terms and conditions of use must be made in writing to be effective. The same shall apply to the revocation of this written form requirement.

D. External social media regulations

We currently use the following platforms:

We want to use our social media channels as Deutsche Wohnen to provide up-to-date information about our company and our work. Our social media team is available Monday to Friday from 9.00 a.m. to 6.00 p.m. Please do not hesitate to ask any questions you may have. However, please note that it is not always to reply on the same day, especially to complex questions. We are happy to respond to posts in German or English.

We are delighted to receive comments and objective feedback and ask you to remain respectful at all times.

Most social networks have terms and conditions of use which you accept when you register. Nevertheless, legal requirements and binding rules are often ignored online. For this reason, we would like to draw your attention to some key points to remember when using our sites:

  1. Third-party posts on our sites must refer to issues that are relevant to Deutsche Wohnen. Using our sites for commercial purposes is prohibited. In particular, this means no advertising or spam posts.
  2. Unlawful content and links (such as those which violate copyright, personal rights, intellectual property, privacy or data protection provisions) and comments inciting acts of violence, pornography, racism, or insults of any kind are prohibited.
  3. Posts with the sole purpose of damaging the reputation of Deutsche Wohnen or third parties are not permitted.
  4. Please do not post any personal details for your own protection.

We reserve the right to immediately remove or report posts which violate legislation or one of the above-mentioned regulations.

Furthermore, we reserve the right to end discussions and disable dialogue features to the extent technically possible. If we do this, we will explain the reasons.

Unless stated otherwise, all content posted by us is under copyright of Deutsche Wohnen and/or its partners. It may only be used, published or reproduced with prior approval. This does not apply, of course, to the sharing of posts via social media.

All comments, opinions and images submitted – referred to collectively as ‘posts’ – reflect individual users’ opinions. Deutsche Wohnen assumes no liability for the correctness and completeness of posts. Copyright is retained by the author. We can neither control nor be held liable for any copyright violations which arise if third parties disseminate posts without the original author’s approval. If our attention is drawn to such incidents, we delete the corresponding posts if possible. The quickest way to contact us is by emailing socialmedia(at)

For the sake of completeness, we would also like to draw your attention to our privacy policy, our imprint, and the fact that many employees of Deutsche Wohnen use social media privately.

Text prepared: March 2020

Customer service for our tenants

Let us know your concerns via the following contact channels.

Via email kundenservice(at)

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.

More about costumer service

Service for rental inquiries

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