🕐 Office Hours
Monday–Friday: 09:00–17:00 CET
Closed weekends & public holidays
During closed hours, we will reply on the next business day.
💬 How to contact us
Topic | Contact |
General support | |
Emergency (keys, leaks, heating outage) | Use urgent instructions in your check-in info, contact landlord |
Landlord-specific issues | We forward maintenance requests to landlord |
🚨 Urgent Issues vs. Non-Urgent Issues
And what to do in each situation
We want you to feel safe and supported during your stay. Below you’ll find a clear guide to help you understand what counts as an emergency, and what to do before contacting us.
👇 For true emergencies, you may need to act immediately — especially outside our office hours (Mon–Fri, 09:00–17:00).
Urgent Situations (Act Immediately)
An issue is urgent when it affects safety, security, or essential living conditions.
Examples of urgent issues & what to do first:
Situation | What to do immediately | Notes |
🔑 Locked out and no roommates available | Contact a locksmith | We cannot provide emergency lock-out service. Check with roommates first. |
🔑 No keys (lost/missing) | 1) Contact roommates → 2) Contact landlord → 3) Locksmith if needed | You may need to cover locksmith costs. |
💧 Major water leak / flood | Contact emergency plumber → Notify landlord | Take photos/video and inform us afterwards. |
🔥 Smell of gas or gas appliance issue | Call emergency gas hotline → Notify landlord | 128 gas emergency number in AT |
⚡ Electrical hazard (sparks, burning smell, shock risk) | Turn off fuse → Call emergency electrician → Inform landlord | Safety first — do not wait for support hours. |
❄️ No heating or hot water in winter | Contact landlord or emergency heating technician | Keep proof; landlord normally reimburses if it was an emergency. |
🚪 Broken door lock / cannot close the flat | Contact landlord or locksmith | Security issue = urgent |
Important to know
If you call emergency services yourself, you may need to pay upfront.
If the issue is genuine and urgent, the landlord typically reimburses you — keep all invoices.
Not Urgent (Send us a message + wait)
These are problems we will handle during working hours:
Situation | Action |
Slow Wi-Fi | Send the landlord details, they coordinate with provider |
Appliance not working (washing machine, stove, etc.) | Basic troubleshooting → send details/photo to landlord/us |
Roommate issues | Message us — we will help mediate if needed |
Minor maintenance issues (loose handle, small leak) | Send photo/video + description |
Deposit questions | Email us |
Check-in questions | Email or chat during office hours |
Contract, rent, documents |
Lock-out Decision Guide
Situation | What to do |
You forgot your keys | Call roommates → landlord → locksmith |
Roommates inside but not answering | Try again, message group, wait a bit |
Key box code not working/ key box missing | Contact landlord → try us (office hours only) |
💡 Most of the time, roommates can help faster than anyone else.
🛠 Basic Troubleshooting Before Calling Help
Try these first — they solve most issues:
Heating / Hot Water
Check boiler display for error code (take photo)
Reset boiler if option available
Ensure gas and electricity are on
Electricity
Check fuse box (reset switch if tripped)
Unplug the device causing issue
Water Leak
Close main water tap if possible
Place towels/container to limit damage
Wi-Fi
Restart router
Check if neighbors have same issue (building outage)
📞 Useful Emergency Numbers (Austria)
Service | Number |
Police | 133 |
Fire | 122 |
Ambulance | 144 |
Gas Emergency | 128 |
General EU Emergency | 112 |
For building issues, landlords often provide emergency contacts in the contract or building entrance.
📩 Response Times
During business hours: same day
Evenings/weekends: next business day