Frequently Asked Questions

On this page, you’ll find answers to frequently asked questions. If you can’t find the answer you’re looking for, please contact us through the My Lumo service or via our customer service.

How can I contact my building’s Service Manager or Resident Specialist?

You can contact us through the My Lumo service. We will direct your enquiry to the right person.

Where and how can I make a fault report? How can I contact maintenance?

You can submit a fault report through the My Lumo service, where it will be forwarded directly to the appropriate party. You can also contact your building’s maintenance company by phone. Their contact details can be found on the building noticeboard and on the My Lumo service.

In urgent situations, such as water leaks, always contact the maintenance company by phone so that the issue can be addressed as quickly as possible.

You can track the progress of your fault report and add further information in the My Lumo service. In some cases, our partners may provide updates by phone or email.

How do I book or cancel a parking space or sauna slot?

Booking, cancelling and changing a parking space can usually be done directly in the My Lumo service. At some properties, parking spaces are managed by a separate parking company. If this applies to your building, instructions for renting a parking space can be found in the My Lumo service.

I would like to change my rent due date. What should I do? Where can I view my rent payment status?

The rent due date is the second day of each month, or the next working day if the second falls on a weekend or public holiday. It is not possible to change the rent due date. Late payments are subject to statutory interest in accordance with Finnish law.

You can view your rent payment status on the Rent payment page in the My Lumo service. There, you can see your payment status, print your rent payment details and payment history, or pay your rent.

My neighbour is causing a disturbance. What can I do?

If there are disturbances or acts of vandalism in your building, please submit a written disturbance report through the My Lumo service.

If your property has been damaged due to vandalism, you may also need to contact your insurance provider. If your belongings have been damaged or stolen, you must also report the matter to the police.

How do I activate the broadband service included in my rent?

Check the Services section in the My Lumo service to see which provider supplies broadband to your building. On the same page, you’ll also find instructions for activating your free internet connection.

Where do I collect and return my keys? What should I do if I lose my keys?

Keys are collected from and returned to the offices of our key management partners. You can find your key management partner’s details in the Contact Us or House and facilities sections of the My Lumo service.

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 with Lumo Homes. 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.

Keys must be returned no later than the end date of your contract.

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

Is my building non-smoking?

We are making all Lumo homes non-smoking in all our buildings. At the request of our tenants, new lease agreements will prohibit smoking in apartments and on private balconies starting from June 1, 2024.

The building may not necessarily be completely non-smoking, as some residents may have old leases that do not yet prohibit smoking. In such cases, it is the responsibility of the residents to ensure that the space is adequately ventilated, and that smoking does not disturb other residents.

All our new residential properties from 2017 onwards are completely non-smoking. In a non-smoking building, smoking is only allowed in designated smoking areas or outside the courtyard.

In all Lumo homes, smoking is prohibited in the common areas of the building, on common balconies, and near children's play areas.

How do I terminate my tenancy? What is the notice period?

The easiest way to terminate a tenancy agreement is to use the My Lumo service for residents. You can also terminate a tenancy agreement by submitting a completed and signed notice of termination form to Lumo Home Centre. Please note that you cannot terminate your tenancy agreement with an incomplete e-mail. You always need to attach the completed form to the message. Please send an email containing personal information in encrypted form.

The notice period for terminating an apartment is always one full calendar month.

Can I renovate my apartment?

Any renovation work in an apartment requires the landlord’s permission. Lumo residents can make use of our free paint benefit to personalise their home.

Can I attach items to walls? Can I hang pictures on the walls?

You may make fixings to the walls of your apartment, provided they are carried out safely and without causing damage to the building structure.

View the guidelines for wall attachments >

Can I install a dishwasher myself?

Dishwashers must always be installed by a qualified professional. Incorrect installation increases the risk of leaks, and any resulting water damage can be extensive.

Who is responsible for water damage caused by a dishwasher or washing machine?

Residents are responsible for any damage caused by their own property, including leaks from appliances such as washing machines or dishwashers. Water damage can be costly, so we strongly recommend taking out home contents insurance.

Who is responsible for the fire alarm in my apartment?

From 2026 onwards, according to the Rescue Act, the property owner is responsible for acquiring fire alarms. However, the resident is responsible for ensuring the fire alarm is functioning: the device should be tested regularly and cleaned, for example, by vacuuming.

My home feels too hot – what should I do?

Keep heat out by closing curtains during the day. Make sure your ventilation system is working properly by ensuring that fresh air vents are clean and set to their summer position.
If your apartment still feels uncomfortably hot after checking these points, please submit a fault report through the My Lumo service.

Read our cooling tips >

My apartment feels too cold – what should I do?

Check that ventilation is operating normally and that all vents are in place, fresh air vents are clean and set to their winter position, windows are fully closed, radiator thermostats are turned fully open, and that furniture, curtains or other items are not blocking the radiators or preventing heat from circulating around the apartment.

If you have checked all of the above and your home still feels cold, please submit a fault report through the My Lumo service so that our specialists can investigate the matter.

How can I move from my current home to another Lumo apartment?

You can move from one Lumo apartment to another once you have lived in your current Lumo apartment for at least six (6) months and both your tenancy and rent payments have been managed normally.