Keys

You can collect the keys to your Lumo home on the starting date of your contract, unless a different arrangement has been made for key collection. Please note, if your tenancy begins at the weekend or on a public holiday, you will receive your keys on the next working day unless you have received separate instructions or made a different arrangement about collection.

You can check the details of the key management partner in the My Lumo service under Contact us or House & facilities pages. We will also send more precise information about the key collection location by email about one week before your move-in date.

If the keys are to be collected from the key management partner’s office

• Please check the office opening hours before collecting the keys.
• Bring an official photo ID with you.
• Keys cannot be collected with the power of attorney.

Our key management partner maintains a record of the keys and hands them over to you against a signature.

If the keys are to be collected from a key locker

You will receive detailed collection instructions from our key management partner via SMS and email. The instructions will tell you the location of the key locker and how to use it.

Return the keys to your Lumo home no later than the end date of your contract.

You can check the details of our key management partner in the My Lumo service under Contact us or House & facilities pages. We will also send more precise information about the key return location by email when you terminate your tenancy.

If the key return point is at the key management partner’s premises, please check the office opening hours before returning the keys. Anyone can return the keys on your behalf.

If the key return point is a key locker, you will receive detailed instructions for returning the keys from our key management partner via SMS and email.

Please return all keys related to your Lumo home at the same time if they are to be returned to the same place. These include, for example, keys for a security lock, separate storage space, parking space or car park, or laundry room reservation lock, laundry room key card, or token. After making a parking space reservation, please check the parking space key return place in the confirmation email or contact customer service.

Our key management partner keeps a record of the apartment’s keys. If the original keys are not returned, we will change the locks of the apartment. The cost of changing the locks will be charged to the tenant who is moving out. Locks are always changed to ensure the safety of the new tenant.

If you paid a deposit, it will be returned according to the contract terms after the keys have been handed back.

If your moving day is at the weekend or on a public holiday, you can give permission to pass your contact details to the new tenant. You can also give permission in the electronic notice of termination. The previous and new tenant agree together on the exact time for handing over the keys.

The outgoing and incoming tenants must make a written agreement about handing over the keys, which the outgoing tenant must send directly to the key management partner no later than the next working day after the handover. The agreement can be sent by email – check the key management partner’s email address in the Contact us section of the My Lumo service.

Once the outgoing tenant has sent the key handover agreement, they are no longer responsible for the keys that have been handed over.

If there is no new tenant for the terminated flat and you have agreed this with a Lumo representative, you can return the keys on the morning of the first working day after the contract ends.

Please store and handle your keys carefully. Report any lost keys immediately via the My Lumo service.

If your key breaks, return all parts of the key to the key management partner. We will order a new key to replace the broken one.

If the storage locker in your building needs a padlock, you are responsible for buying one yourself as a resident.

You can order a door opening service from the maintenance company. The maintenance company’s contact details can be found in the My Lumo service and on your building’s notice board. You can check the price of the door opening service from the maintenance company.

Access control systems have not collected information about flat locks or shared spaces after 2022.