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When we enhance neighborhoods and refurbish buildings to be more energy efficient, Vonovia covers the largest share of the investment cost. Once the refurbishment has been completed, we allocate a certain amount of the modernization costs to our tenants in the form of a rent increase. Various legal limitations are in place to ensure that this rent increase does not place an excessive financial burden on people.
Vonovia is especially mindful of tenants and does not want anyone to lose their apartment because of a refurbishment. Accordingly, anyone worried about their ability to pay a higher rent following a refurbishment should contact our social management team. We will have direct discussions and find a solution together so that our tenants can stay in their neighborhoods. This particularly applies to our tenants over 70.
Contact us
Phone: +49 (0) 234 414 700 940 (Monday to Friday from 9:00 a.m. to 5:00 p.m.)
Email: modernisierung.info@vonovia.de
Mail: Vonovia, Postfach, 44784 Bochum
Phone: +49 (0) 234 414 700 940 (Monday to Friday from 9:00 a.m. to 5:00 p.m.)
Email: modernisierung.info@vonovia.de
Mail: Vonovia, Postfach, 44784 Bochum
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Management of hardship cases
The refurbishment made my rent go up and I can't afford it anymore. What can I do?
Please contact Vonovia's hardship management team by phone, email or letter if you find yourself in this situation. The team was set up in 2018 to provide tenants with support they can trust. The five members of the team handle all refurbishment-related cases of financial and personal hardship, and individually check every claim of hardship that is submitted.
For example, if you are affected by heating modernization or an energy-related refurbishment, you received written notice of this three months before the work began. This notice advised you that you can claim a hardship case if the apartment will be too expensive for you following the refurbishment. This might be the case if you have a small pension, if you receive social assistance, or if you are a single parent.
When we receive your claim, our hardship management team performs an initial check. We require proof of your income for this. Then we forward your submission to the respective neighborhood managers, who are specifically responsible for this topic. They will contact you and work with you to find an individual solution, such as a discount on the rent increase.
You can also contact Vonovia's hardship management team for help in other situations – for example, if the windows in your building are going to be replaced and you are unable to climb a ladder to take down your curtains. In such cases, our staff will also come help you.
Caption: Neighborhood manager Tilmann E. speaks with tenant Anna W. about the approval of her hardship case submission.
Picture left: District manager Tilmann E. with tenant Anna W. as part of the approval of her hardship application.
Advantages for our tenants
Structure
There is a structured submission process for hardship claims and information on the documents that need to be provided.
Socially responsible decision-making
We make every decision with our hearts as well as our minds. Our staff speaks directly with the tenants.
Trust
Our regional neighborhood managers are fixed contacts on site and reach out directly to our tenants.
Peace of mind
Our tenants can be sure that they will not lose their apartment because of a rent increase.
Trust
Our regional neighborhood managers are fixed contacts on site and reach out directly to our tenants.
Structure
There is a structured submission process for hardship claims and information on the documents that need to be provided.
Socially responsible decision-making
We make every decision with our hearts as well as our minds. Our staff speaks directly with the tenants.
Peace of mind
Our tenants can be sure that they will not lose their apartment because of a rent increase.
Frequently asked questions:
Social management