Keys

You can pick up the keys to your Lumo home on the start date of your tenancy agreement, unless a different key pick-up date has been explicitly agreed. You can view the details of our key management partner on the Contact us or House & facilities pages within the My Lumo service. We will also send you more detailed information about the key pick-up point by email approximately one week before your move-in date.

Our key management partner maintains a record of the property's keys and will hand over the keys to your new Lumo home upon receipt of your signature.

If your Lumo home's key pick-up point is at the key management partner's premises, please check their office opening hours before picking up your keys. Please bring an official photo ID with you. Please note that keys cannot be handed over with the power of attorney.

If your Lumo home's keys are picked up from a key locker, you will receive detailed pick-up instructions from our key management partner.

If your building's storage unit requires a padlock, you, as the resident, are responsible for obtaining one.

If you need additional keys for your Lumo home, please contact us via the My Lumo service.

Return the keys to your Lumo home no later than the last day of your tenancy agreement. You can view the details of our key management partner on the Contact us or House & facilities pages within the My Lumo service. We will also send you more detailed information about the key return by email when you terminate your tenancy agreement.

If your Lumo home's key return is handled at the key management partner's premises, please check their office opening hours before returning the keys.

If your Lumo home's key return point is a key locker, you will receive detailed return instructions from our key management partner.

Please return all keys related to your Lumo home at the same time. These may include keys for the security lock, a separate storage unit, a parking space or car park, a laundry room reservation lock, a laundry room key card, or a token.

Our key management partner maintains a record of the property's keys. If the original keys are not returned, we will rekey the property's locks. The cost of rekeying will be charged to the former resident. We always rekey the locks to ensure the safety of the new resident.

Any security deposit will be refunded in accordance with the terms of the agreement upon return of the keys.

If your moving day falls on a weekend or public holiday, you may give permission for your contact details to be shared with the new resident. You can also give this permission via the notice of termination. The outgoing and incoming residents can then agree between themselves on the exact time for handing over the keys.

The outgoing and incoming residents should jointly complete a written agreement on handing over the keys, which the outgoing resident must submit to the key management partner no later than the next working day. Once the outgoing resident submits the key handover agreement, they are released from responsibility for the returned keys.

If there is no new resident for the terminated apartment and you have agreed this with a Lumo homes representative, you may return the keys on the morning of the next working day after your tenancy ends.

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

If a key breaks, return all parts of the key to the key management partner. We will order a replacement key for the broken one.

Since 2022, access control systems have not collected data from apartment locks or common areas.