Emergency/help

You've locked yourself out, your toilet is blocked or the fire alarm has gone off by mistake? Here you can find out what to do.

Note on Bülowstraße: If you live in the dormitory Bülowstraße 51-55, we cannot help you in emergencies. Please contact the owner to find out about the regulations.

FIRE AND DANGER TO LIFE: EMERGENCY CALL 112 (24 hours)

If a fire has broken out or a person is in an acute emergency situation (e.g. serious injury or great danger), dial 112.

By dialling 112, you can reach the emergency control centre, which will ask you the most important questions about the situation and send you a fire brigade assistance team. The emergency number is always available.

HELP IN THE SERVICE TIME

Mon - Thu 09:00 am – 03:00 pm - Fri 09:00 am – 01:00 pm

This is how you proceed if you need support during the service time of your caretaker.

  • Power and heating failure, burst water pipe, etc.

    In urgent cases such as

    • power outages
    • heating failures
    • burst water pipesstorm damage

    please contact your caretaker. If you can't reach her, your administrator will help you.

  • Doors and keys

    Case 1: Your electronic locking cylinder flashes red, beeps or no longer gives a signal?
    Then it is high time to change the batteries. Please contact your caretaker immediately. Postponing is not a good idea: If the emergency service has to open your door because the batteries are flat, it will cost you a fee.

    During his service hours, your caretaker will of course take care of this free of charge.

    Good to know

    • Our electronic locking cylinders warn you a few days before the battery is completely empty with visual and acoustic signals.
    • You will find details in the instructions you received with your tenancy agreement.

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    Case 2: You've lost your key, locked yourself out or your door won't open?
    No need to panic - we will find a solution. Please contact your caretaker directly. If you can't reach him, your administrator will be able to help you.

    Good to know

    • When opening the door, you must identify yourself as a tenant.
    • If you lose your key or lock yourself out, you will be charged 10,00 € for opening the door.
    • If you have lost your key, you will also be charged for a new lock.
    • We will send you the invoice by post or e-mail.

HELP OUTSIDE SERVICE HOURS

Mon - Thu 05:00 pm – 06:00 am - Fri from 03:00 pm - Sat, Sun and public holiday

This is how you proceed if you need assistance outside your caretaker's service hours.

  • False alarm of the fire alarm system (false fire alarm)

    The fire alarm has gone off but there is no fire? Please do not report to the fire brigade (112), as they cannot help you in case of a false alarm.

    What to do depends on your dormitory:

    Freistattstraße 18-20
    Veledastraße 5
    Eckenbergstraße 11-13

    The fire alarm system is automatically deactivated by an external company. You do not have to do anything. Please be patient.

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    Heinrich-Lersch-Str. 36-38
    Schemkesweg 3-5
    The fire alarm system is being deactivated by an external company. Please dial this number and be patient:

    +49 89 2555141878

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    All other dormitories (except Bülowstraße)
    Please dial this number and be patient:

    +49 151 17437525 (central emergency number)

  • Power, heating, hot water failure in the entire building

    Please dial the central emergency number and be patient: +49 151 17437525

    Note: The cost of the emergency service call will be covered by STUDIERENDENWERK.

     

  • Failure of hot water or heating in your flat or room only

    Please use your tenant log-in to report the problem. Your property manager will take care of it the next working day.

  • Power failure in apartment/room with fuses not freely accessible

    Please contact your caretaker the next day. If the next day is not a working day, dial this number:

    +49 151 17437525 (central emergency number)

    Note: If we determine that the power failure was caused by vandalism or a defective or untested device, the responsible resident must bear the costs of the emergency service.

  • Clogged drains/toilets and leaking fittings

    Please use your tenant log-in to report the problem. Your caretaker will take care of it the next working day.

    Your immediate help until the repair

    • Do not let in any more water.
    • Do not attempt any repairs.
    • If possible, close all stopcocks.
  • Water pipe burst or water leakage

    Please dial the central emergency number and be patient: +49 151 17437525

    The STUDIERENDENWERK will cover the costs of the emergency service if the damage is not your fault or the fault of another person. 

  • Doors and keys

    Case 1: Your electronic locking cylinder flashes red, beeps or no longer gives a signal.

    As a tenant, you basically have two options: Wait until the next working day of your caretaker or have your door opened by the emergency service.

    Option 1 - free of charge: You find a place to stay overnight and contact your caretaker on the next working day. The door opening and battery replacement are free of charge with this option.

    Option 2 - chargeable: The emergency service opens your door on the same day.

    Please dial the number of the Kötter company and be patient: +49 231 395771719

    The emergency service staff will only open the door for you. To open the door, you will need to show proof of identity and your tenancy agreement. To have the batteries changed, contact your caretaker directly on the next working day.  

    You will be charged 80,00 € - 120,00 € (depending on the time) for the emergency service. Background: Batteries announce themselves a few days before they are to be emptied by flashing and beeping. Since you missed the opportunity to have the batteries replaced free of charge by your caretaker in the past few days, we will charge you for the service.

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    Case 2: You have lost your key/transponder or locked yourself out.

    As a tenant, you basically have two options: Wait until the next working day of your caretaker or have your door opened by the emergency service.

    Option 2 is more expensive and only works if it is not a so-called "Buntbartschloss". Only your caretaker can help you with a "Buntbartschloss".

    Option 1 - chargeable: You find a place to stay overnight and report to your caretaker on the next working day.

    There is a 10,00 € fee for opening the door. Depending on the cause, costs for a changed lock or the loss of the transponder may be added.

    Option 2 - chargeable: The emergency service opens your door on the same day. Only possible if it is not a "Buntbartschloss".

    Please dial the number of the Kötter company and be patient: +49 201 2788110

    The emergency service staff will only open the door for you. To open the door, you will have to show your identity card and your tenancy agreement. Your caretaker will take care of everything else (replacement keys or transponders for a fee) on the next working day.

    With this option, you will be charged 80,00 € - 120,00 € (depending on the time) for the emergency service. Depending on the cause, costs for a changed lock or the loss of the transponder may be added.

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    Case 3: Your door cannot be opened even though the key/transponder/cylinder are intact.

    Note for electronic locking cylinders: Please wait approx. 15 minutes, then turn the cylinder and try to unlock the door again. If this does not work, please contact the emergency service.

    Please dial the central emergency number and be patient: +49 151 17437525.

    The costs for the emergency service will be covered by STUDIERENDENWERK.
     

  • - Emergency service fees -

    80,00 €
    Mon - Thu: 05:00 am - 10:00 pm
    Fri 03:00  pm - 10:00 pm

    120,00 €
    outside the above times

    Please bear in mind that you will also have to pay the costs of the call-out if the emergency service was called out wrongly (improper notification).

DAMAGE OR DEFECT NOTICED?

Report 24/7 online

Please use your tenant log-in to inform your caretaker of any damage or defects.

1. Log in
Enter your data (e-mail and password) under the menu item "Contracts". You will then be taken to a list view of your tenancy agreements.

2. Select contract
Click on the currently valid rental contract and then select the menu item "Damage report".

3. Fill in the form
Fill out the form completely (location, category, type and description of damage) and click on "Submit". Please indicate in the form whether we are allowed to enter your flat or flat-sharing room in your absence.

4. Check status
In the menu item "Overview of enquiries" you can check your message and see the answer of your caretaker.

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