At Lumo, it is our top priority that every resident feels safe and comfortable in their home.

Normal living noises are a natural part of apartment and city living. However, residents must not behave in a way that repeatedly and unreasonably disturbs other residents. Please avoid unnecessary noise, especially during night-time hours. In Lumo properties, quiet hours are between 22:00 and 7:00.

If a neighbour's disruptive behaviour is recurring, please let us know. In order for us to investigate the situation and take appropriate action, we need a written disturbance report. You can submit a disturbance report through the My Lumo service.

Please provide as much detail as possible, including:

• what happened
• where and when the disturbance occurred
• how long the disturbance lasted
• how often disturbances occur

Accurate information helps us investigate the matter and determine the most appropriate course of action. If you need help submitting a disturbance report, please contact our customer service.

If your property has a security service in place, you can find the contact details on the building noticeboard. The information may also be available in the House & facilities section of the My Lumo service.

If the situation involves an immediate danger, violence, threats of violence, or any other matter requiring urgent assistance from the authorities, call 112.

We do not automatically receive information about visits made by the police, rescue services or other authorities. If the incident affects the peace and safety of living in the building, please submit a written report through the My Lumo service in addition to contacting the authorities.

We have updated our procedures so that we can respond more quickly to serious and recurring disturbances. Our aim is to restore a peaceful living environment as quickly as possible and help ensure the comfort and safety of all residents.

We respond to every disturbance report and take all reports seriously. When we receive a report, we investigate the matter based on the information available to us.

A single report does not automatically result in a warning or the termination of a tenancy agreement. Every situation is assessed individually, and any action taken depends on the seriousness of the disturbance, how often it has occurred, and the evidence available.

Where appropriate, our service manager may contact the resident responsible for the disturbance, inform them of the report, and give them the opportunity to change their behaviour. In many cases, this is enough to resolve the issue.

If the disturbance continues despite our contact with the resident, or if the disturbance is serious from the outset, the resident may be issued with a formal written warning.

The warning explains which behaviour breaches the tenancy agreement or the rules of the property. Where the issue can be corrected, the resident is normally given the opportunity to stop the behaviour causing the disturbance.

If a serious disturbance or another significant breach of the tenancy agreement continues despite a written warning, the tenancy agreement may be terminated. This means the agreement ends without the normal notice period.

Termination of the tenancy agreement may be considered, for example, in cases involving:

• recurring or serious disturbances
• damage to the apartment or property
• repeated breaches of a smoking ban
• significant rent arrears or repeated failures to pay rent
• other very serious breaches of the tenancy agreement

A tenancy agreement will not be terminated over a minor or one-off breach. Every case is investigated and assessed individually.

In particularly serious situations, and where the legal requirements are met, a tenancy agreement may be terminated without a prior warning.

Eviction is always a last resort and can only take place following a court decision. A landlord cannot evict a resident independently. The process must proceed through the courts and, if necessary, enforcement authorities if the resident does not leave voluntarily.

We understand that residents who report a recurring disturbance would like to know how the matter is progressing. However, we cannot disclose information about another resident's tenancy agreement or any warnings they may have received.

We can confirm that your report has been received and is being handled. Investigations and any further actions are always carried out carefully, based on the available information and in accordance with legal requirements.

If the disturbance continues after your report, please submit a new disturbance report. New and detailed information helps us demonstrate that the disturbance has continued or been repeated.

We address disturbances as quickly as possible, but investigating and resolving a situation may take time. Any action we take must be based on sufficient evidence, and every case is handled carefully while respecting the rights of all parties involved.