Payments & Invoices for Rental Housing

Rent Payments & Due Date

Below we explain where to find your payment details, how your rent due date is determined, what to do if a payment is delayed, and how water billing and security deposit refunds are handled. Clear payment information and paying your rent on time help ensure a smooth tenancy.

• Your payment details are available on your rent invoice and in your Tenant Portal, if available for your building
• The payment reference number is mandatory
• Payments made with incorrect or missing reference numbers may remain unallocated.

Rent must be paid in accordance with your tenancy agreement using the correct payment reference number to ensure your payment is allocated correctly. Your rent due date is specified in your tenancy agreement and cannot be changed. If you need additional information about payments or invoices, please first check your Tenant Portal (if available in your home building). If you cannot find the information you need, we are happy to assist you.

Housing Allowance & Kela Notifications

If you receive housing allowance from Kela, please ensure that the correct rent payment details and payment reference number have also been provided to Kela. Due to data protection regulations, we are unable to communicate with Kela on behalf of tenants.

Annual Rent Review & Rent Credits

Your rent is reviewed annually in accordance with the terms of your tenancy agreement. You will receive notification of any rent adjustment, together with your updated rent invoice, well before the new rent takes effect.

You may apply for a rent credit or rent compensation if you experience a significant housing-related inconvenience. Please submit your request to our Customer Service in writing. Our Rent Administration team records approved rent credits after the case has been processed. Rent credits should primarily be deducted from future rent payments.

Payment Reminders & Debt Collection

Late payments may result in payment reminders, late payment interest, and debt collection procedures. A payment reminder is sent 14 days after the rent due date, either by Colliers or by our debt collection agency. If the outstanding balance remains unpaid 14 days after the payment reminder has been issued, the debt collection process will begin. At this stage, you should primarily contact the debt collection agency handling your case. In accordance with standard debt collection practices, any payments received are first allocated to your oldest outstanding invoices.

Water Charges & Water Consumption

Water charges are determined according to the terms of your tenancy agreement and may be based either on actual water consumption or on a fixed monthly water fee. Please remember to notify us of any changes in the number of residents living in the apartment, as this may affect your advance water charges. Where water charges are consumption-based, your final water bill is calculated using water meter readings and adjusted to reflect your actual usage. In most properties, water meters are read remotely. If your tenancy agreement includes a fixed water charge, no adjustment bill will be issued.

Security Deposit Refund

Your security deposit is normally processed within two weeks after your tenancy has ended. If the move-out inspection identifies any issues that require further review, the processing of your security deposit refund may take longer.

Please provide your bank account details when submitting your notice to terminate your tenancy. To protect your personal information, we only accept bank account details in writing. We will never ask you to provide your bank account number by text message or telephone.

Acting on Behalf of Another Person

Due to data protection regulations, information relating to rent payments and tenancy agreements can only be disclosed to the parties named in the tenancy agreement or to an authorised representative with a valid power of attorney.