Frequently asked questions

To conclude your tenancy agreement, we require the following documents:

• Three recent proof of income documents or your employment contract (alternatively: rent payment confirmation from the Jobcentre)
• A copy of your identity card (front and back)
• Certificate of no rent arrears from your current landlord (not required if you already live at NEULAND, live with family members or own property)
• Schufa or Creditreform credit report (we will obtain this digitally for you)
• Optional: housing eligibility certificate. You can find more information here
• Optional: Transfer agreement with the current tenant (if available)

Note: If you have any questions, please contact Vodafone directly on 0800 664 91 09 or via www.bewohnerplus.de/kabeltv.

• When and why will billing be changed?
  A legal change has been in force since 1 June 2024: billing is now done directly via you and no longer via the operating costs. The TV signal will not be switched off immediately, there is a transition period.
• What will change for benefit recipients?
  Benefit recipients must also take care of a contract themselves. The job centre will no longer cover the costs.
• Will the internet also be switched off?
  No. Only the TV signal will be switched off if you do not sign a contract. Your Internet connection will not be affected.
• Can I choose a TV provider other than Vodafone?
  Yes, you are free to choose which provider you sign a contract with.
• I would like to remain a Vodafone customer. What do I have to do?
  Contact Vodafone on 0800 664 91 09 or via www.bewohnerplus.de/kabeltv. A personal consultation on site is also possible.
• Will anything change technically if I remain a Vodafone customer?
  No, everything will remain the same technically. Only the billing will be handled directly by Vodafone in future.
• Vodafone has posted notices saying that advisors will be coming round. Is that true?
  Yes, that's correct. All advisors have authorisation from NEULAND. Please ask them to show you this.
  

During our opening hours, you can reach our NEULAND Service Centre on 0 53 61 791 0. Outside office hours, you can be forwarded to our external emergency service. Simply press "9" at the end of the telephone message. The emergency service deals with urgent cases such as burst water pipes or heating failures.

You can also submit a repair via the tenant app or online via our repair notification.

On the 16th of every month, your smoke alarm performs a self-test between 3 and 5 pm. You will hear a short "click". This quiet noise is nothing to worry about. It simply shows that your detector is working properly and will reliably warn you in an emergency.

If the smoke alarm still beeps the next day, please contact our NEULAND Service Centre on 0 53 61 791 0 and we will arrange a repair for you. Outside of our service hours, you can also submit the report via the tenant app or online.

Only cashless payment transactions are possible at NEULAND. You have two options:

• Give us a SEPA direct debit mandate (direct debit authorisation).
• Set up a standing order with your bank.

In the case of a standing order, please ask us for your personal Aareal Bank account number in advance. Please state your full name and rental agreement number when making the transfer.

The rent is generally due at the beginning of the month. A direct debit or payment in the middle of the month is only possible for important reasons. Please contact our NEULAND Service Centre.

Please contact our NEULAND Service Centre or our reminder department immediately. Together we will find a solution that suits your situation.

In the tenant app, you can find all contract documents at a glance and access them at any time.

You require authorisation from us to duplicate keys. We will be happy to give you this authorisation. Simply contact us via the tenant app, by email at servicenld "«@&.de or by phone on 0 53 61 791 0.

Have you already spoken to your neighbour? A clarifying conversation can solve problems. If this does not help, please inform us in writing about the disturbance. Make a note of the date, time, duration and type of disturbance. If there are witnesses, it is helpful if they also confirm the incidents in writing. This documentation is important in case a warning or dismissal is necessary.
We will be happy to help you find a solution. Simply give us a call on 0 53 61 791 0.

Small animals such as fish, hamsters or birds are not subject to authorisation. You will need a licence from us to keep a dog. The application must be made in writing.
You can use the tenant app or call us on 0 53 61 791 0.

If you have both signed the tenancy agreement, the following applies: The person moving out must waive tenancy rights in writing. The remaining person must agree to bear all costs and obligations alone.

You can find templates for these letters in the tenant app. As soon as we have received both declarations, we will check the release from the tenancy agreement. In individual cases, we may refuse, for example if the remaining tenant would not be able to pay the rent.

Important: If someone moves out without waiving their tenancy rights, both contracting parties remain liable for all costs and obligations. Retroactive cancellation is not possible.

You need our consent for subletting. Please provide us with the name and last address of the person. A refusal is possible if there is an important reason or if the flat would be overcrowded as a result.
The subtenant surcharge is currently 10 euros per month. You can find the relevant form in the tenant app.

A statutory cancellation period of three months applies. Cancellation must be received by us in writing by the third working day of a month at the latest in order to take effect at the end of the month after next. The date of receipt by us is decisive.

Please note: All persons who have signed the tenancy agreement must also sign the notice of termination. You can find forms in our download centre.

You are welcome to draw the attention of interested parties to us. Ask the person to register as an interested party at www.nld.de. They can then call 0 53 61 791 0 to make a direct reservation for your flat.

The final letting decision is made by our lettings management team and is based on our defined criteria.

After proper handover of the flat and all keys, we will arrange for the settlement of your deposit. Payment can be made at the earliest after expiry of the notice period.

As the landlord, we have a period of three to six months to check possible counterclaims (such as back payments of operating costs). However, we endeavour to settle the account as quickly as possible.

To ensure that everything runs smoothly, please provide us with your current bank details when you move out.

The statutory cancellation period of three months also applies in this case. If the tenant is unable to sign the notice of termination themselves for health reasons, an authorised person or their legal representative can do so. Proof of authorisation must be provided and enclosed with the notice of termination.

Individual appointments are possible for flat inspections and final inspections. Please arrange these via our NEULAND Service Centre.

According to § 8 of the Ordinance on Public Safety of the City of Wolfsburg, the following regulations apply:

Every person must behave in such a way that others are not disturbed more than unavoidably by noise. Radio receivers, television and sound reproduction devices as well as musical instruments may only be used at room volume. Windows and doors must be kept closed if necessary.

Quiet times:

• Sundays and public holidays: all day
• Midday rest: 13:00 to 15:00
• Evening rest: 19:00 to 22:00
• Night-time rest: 22:00 to 07:00

These regulations are also set out in our house rules. There, the night-time rest period is from 22:00 to 06:00. In the interests of good cooperation, we ask all tenants to avoid disturbing noise and to show consideration for their neighbours, especially during quiet hours and on Sundays and public holidays.