Services for residents

With Avara, you can influence the comfort of your environment. On this page you will find contact information for Avara customer services and the answers to the most frequently asked questions.

Welcome home

We hope you enjoy your home every day, year after year. Your most important rights and obligations are set out in your lease. Keep it for the duration of the tenancy and for some time after that.

Upon signing your rental contract, you received information about your new home and building as well as the relevant contact information for your home. You can also conveniently find the contact information by entering your home address in the search field in the Customer Service section on this page. You can also find the contact information on the bulletin board in your house's stairwell.

Fault reports for homes are made directly to property management. Please report any issues in your apartment as soon as possible.

Customer service

Here you can find information about who you can contact when you need a car parking space, you have a question about an inspection or when there is something that needs to be fixed in your apartment.

Select your address from the drop-down menu below to receive customer service details, forms and guides you may need for your property, including the emergency plan.

FAQ

A rental home is an easy and flexible solution for living. As a tenant, you don’t have to worry about repairs, housing association meetings, or other activities that might burden you. When you rent a home with us, you might have some questions that come up during your stay.

For this reason, we have created a page with the most frequently asked questions, where you will find answers to questions about applying for a home, living in one and moving out. Find the section that will most help you below for more information and easily find the answers to your questions.

Searching for a home

Looking for a home is easy through OmaAvara rental portal. If you experience problems with your application or you are unable to complete your application, please check that all required fields are filled out. If you believe this is a technical error, please email us at avara@avara.fi.

How do I apply for a home?

You can easily make an application for a rental home in OmaAvara. Please note that you cannot submit a general application, but when applying for homes you must choose at least one desirable apartment that we can offer you. Then we may offer similar apartments that are just right for you, if the apartment you are primarily applying for is no longer available. Mandatory fields are indicated in the application.

What is an Arava/ARA home?

Arava or ARA housing is affordable state-subsidized housing. The wealth of the residents must not exceed the income and wealth limits set by the Government, which are city- and municipality-specific. You can learn more here.

What do I need for an application?

When you apply for an Avara rental home in OmaAvara, the housing advertisement will tell you which attachments should be send with the application for that property. In state-subsidized rental homes, the selection of residents is based on social expediency and economic need, which are assessed on the basis of the applicant's housing needs, wealth and income. In these ARA properties, a certificate of income (the latest salary statement or proof of other means of subsistence, for example Kela documents) and a pre-filled tax return are required as an annex to the housing application. You can read more about ARA rental apartments here.

How do I send the required documents?

You can attach documents to your application in OmaAvara in your profile. For security reasons, attachments cannot be submitted, for example, by e-mail.

What do I do if I have problems with my application?

Applying for an apartment through OmaAvara requires authentication with a bank ID or mobile certificate. The authentication is done in conjunction with the application. You can make an application just for yourself or for yourself and another main applicant, who would be co-responsible for the rental agreement.

You can also apply for Avara's rental apartments without a bank ID or mobile certificate. In that case, you cannot apply through OmaAvara, so please contact vuokraus@avara.fi for further instructions.

If you have problems sending your application, please check that you have completed all required fields. If you still cannot send your application after you have completed all required fields, please contact us by email on avara@avara.fi or by calling 020 611 4400.

Is my application valid?

You can see your valid applications in Applications in OmaAvara. Your application is valid for 3 months and you can update it yourself via your OmaAvara profile. OmaAvara identification and login is done with a bank ID or mobile certificate.

We recommend that you keep your application up to date with your specified wishes for an apartment.

When will I hear back from you and how soon can I rent a home?

An Avara specialist will make an offer of a home to you immediately when it is possible to offer you a home you are looking for. It may not be possible to offer you the apartment you applied for, but we may offer another similar option. We recommend that you update your application through OmaAvara if your housing needs change. Due to the current high number of contact requests, we are unfortunately unable to respond to all interim inquiries during the processing of applications.

Is the home I searched for available?

If the home you are looking for can be found in OmaAvara, it is still available. We will contact you immediately if you are selected to live there, or we will find a similar home for you based on the information in your application.

Can I view the home?

The viewing times for homes can be found in the advertisements. It is a good idea to complete the application before viewing the property. Those who have submitted a housing application are also invited separately for viewings.

Can I rent a home without good credit?

If you do not have a credit history in Finland, we might ask you for a higher deposit. We recommend that you apply for a home, and we will review your situation.

Generally, we require residents to have good credit, but we also assess the applicant's situation on a case-by-case basis and may require, for example, a higher security deposit if the resident does not have good credit. We recommend that you submit an  application for a home and we will contact you as soon as possible if we can offer you a home.

How soon can I rent a home?

There are many things that affect how long you spend searching for a home. We will try to offer you a home as soon as possible. If your search is targeted to a popular area or a popular type of home, it may take longer. There is currently no queuing option for our apartments and it is recommended that you actively monitor the housing supply and keep your application up to date.

How can I renew my application?

You can update your application in OmaAvara by logging in. OmaAvara identification and login is done with a bank ID or mobile certificate. When you update your application, it is valid for three months.

Can I bring a pet to an Avara home?

Pets are welcome in Avara homes. However, the resident must ensure that their pets do not cause any inconvenience or disturbance to other residents. In addition, the resident is responsible for any damage caused to the apartment by the pet.

Sharing an apartment with friends

If you want to share an apartment with your friends and still make sure that you are not seen as one household, you have to take a few things into account when applying for an apartment.

The distinction of not belonging to the same household can be important if you are planning to apply for allowances from Kela (The Social Insurance Institution of Finland). The amount of some of the allowances, such as the general housing allowance, is affected by the incomes of all household members. 

How to make an application

If the residents of the apartment do not belong to the same household, they must have separate lease agreements. Avara makes only one lease agreement per apartment. If people belonging to separate households want to live together, one person is designated as the main tenant.

The application is made as usual in OmaAvara by identifying yourself with a mobile certificate or online banking credentials. Only one person is marked as an applicant, and that person becomes the main tenant of the apartment.

Choose at least one desired apartment. If necessary, we can also offer you similar apartments, if the apartment you primarily applied for ends up being reserved.

Through the Vuokraa Heti (Rent Now) service, you can also rent an apartment of your choice directly without applying for an apartment. The selection includes our new properties, whose pictures and virtual presentations give you a good idea of ​​the apartment and its condition.

How does cohabitation affect Kela's housing allowance

If the residents of the apartment do not belong to the same household, they should have separate lease agreements. 

A couple living together always belongs to the same household, as do close relatives in the direct ascending or descending generation (i.e. parents, grandparents and children). Siblings living together can belong to different households, as long as they have separate lease agreements.

How to make a rental agreement

Avara makes only one lease agreement per apartment. If people belonging to separate households want to live together, one person is designated as the main tenant. The other residents of the apartment make a subtenancy agreement with the main tenant.  Subtenancy agreement forms can be found online.

Reletting of Avara's apartments is prohibited, but subletting is not, so the main tenant must also live in the apartment.

The rental agreement is concluded with the main tenant in OmaAvara using online banking credentials or a mobile certificate.

What about home insurance?

The main tenant makes an extensive home insurance agreement for the apartment. It does not cover the property of subtenants, so subtenants should insure their own property with home insurance.

What else should be considered?

The new Avara properties have a resident application. Shared spaces and services can be reserved through the resident application. They can include sauna shifts, laundry shifts, use of the clubhouse or shared cars.

You can only register to the resident application with the same e-mail address that has been entered in the rental agreement. So only the main tenant or tenants have the right to use the resident application. If it makes no difference whether you are seen as one household or not, you can have two main tenants in a lease agreement with Avara.

Remember that all residents must be notified to the property manager!

Accepting an offer for a home

I received an offer but would like to view the home first.

We will usually tell you in your offer for a home how you should proceed if you want to view the home before making a decision to rent it. If there is no mention of viewing the home in the offer, please contact the rental expert from whom you received the offer and they will arrange a viewing for the home.

I declined an offer but I have changed my mind. What should I do?

We recommend that you contact the rental specialist from whom you received your housing offer as soon as possible. After that, the rental specialist will make you a new housing offer if the home is still available.

I want to change the start date of my rental contract

We recommend that you contact the rental specialist who made you an offer for a home as soon as possible. If it is possible to change the start date of the contract, our rental specialist will update your offer. If you have already signed a contract, it may not be possible to change the start date.

What do I do if my offer has expired?

We recommend that you contact the rental specialist from whom you received your housing offer as soon as possible. They will make you a new housing offer if the home is still available.

Rental contracts

I have signed a rental contract but would like to cancel it

Generally, a signed rental contract is binding, with a binding notice period. The contract can be terminated with one months notice.

How much do I have to pay if my contract starts in the middle of the month?

For contracts starting or ending in the middle of the month, the rent is calculated according to the terms of the contract.

For example, if the contract ends on 15.11.2020: total rent (including water) / days in November x contract validity dates.

How much is a security deposit for a home?

All Avara apartments have a security deposit of EUR 250. However, we may charge a higher security deposit if there are issues in the credit information of the resident.

When do I have to pay the security deposit?

The security deposit must be paid immediately after signing a contract. We will send you an invoice by email for the payment of the deposit. Please note that if you do not pay the security deposit, the landlord has the right to terminate the contract.

Can I provide a guarantee instead of a deposit?

When you move into an Avara home, you will usually be required to provide a rental guarantee or a deposit. The price of an Avara rental deposit is usually €250. In some cases, the deposit may be agreed to be higher, but not exceeding the rent of 2 months.

Kela may grant basic income support for a rental deposit. We accept guarantees from Kela and social services. Guarantees from Takaamo or similar service providers are not accepted.

When will I receive an invoice to pay my rent?

You will receive an invoice by email, on the next day after you sign a rental contract. The invoice will not be sent separately each month, but the amount and reference on the invoice will remain the same for future payments.

Is a water charge included in my rent?

A water charge is included in the total rent. Housing advertisements may sometimes specify the proportion of the rent that is used for water, but it is always included in the total rent.

How do I know what condition the home is in?

The apartment is always inspected before the previous resident moves out. Any necessary repairs will be carried out before the next resident moves in. Sometimes repairs have to be done during the stay due to tight schedules.

You will receive a checklist for new residents with your rental agreement. Fill it in and return it as instructed, and any defects and wear you notice will be recorded and repaired if necessary.

Moving in

When can I pick up the keys to my new home?

The keys to homes for new residents will be handed over on the start date of the rental period during the opening hours of the lock shop. Please check the contact information of the lock shop in the appendix to the rental agreement. If you want to receive the keys to your new home earlier, the start date of the contract must be changed. If the apartment is already empty, you can contact the existing tenant to agree in writing to change the start date of the contract.

How will I get my surname on the door of my new home? Who do I need to tell I have moved?

In addition to Posti and Maistraatti, you must let the property maintenance company know about your move. An electronic move-in notification can be made on Avara's website at avara.fi/residents by retrieving the address of your home from the drop-down menu on the website. The form can be found under the Report Resident Information button. The maintenance company will change your name on the door according to the move-in notice.

Is electricity included in my rent?

Electricity is not included in your rent. Whenever moving in, the tenant must enter into a contract for electricity for the new apartment through an electricity company of their choice.

Do I have to buy home insurance?

Yes, Avara's homes must be covered by extensive home insurance. 

What do I do if my new home is not cleaned properly or the condition does not match my expectation?

Contact Avara's customer service department so that we can agree either a clean of the apartment or a refund, which will be decided on a case-by-case basis.

Living in my home

How do I contact my landlord?

Please contact your dedicated Avara employees, who will help you take care of everyday matters. If they are unable to resolve your issues, they will refer the matter to a property manager. The property manager will respond to your request as soon as possible. You can contact our customer service by e-mail on avara@avara.fi tor by calling 020 611 4400.

Who can help me if I have a problem?

In addition to Avara employees, your home is taken care of by various property management professionals. You can find more detailed contact information for them on the notice board of your stairwell. You can contact our customer service by e-mail on avara@avara.fi or by phone on 020 611 4400. Below you can see when you should contact maintenance repairs and when you should contact Avara employees.

Contact your property management company in the following circumstances:

  • in all cases of urgency, such as water damage
  • in matters relating to the change of name
  • With sauna shift reservations
  • if you have locked yourself out
  • if your apartment has indoor air or temperature problems
  • if you notice a fault in a home appliance
  • if you notice defects or deficiencies in the common areas or equipment of the house or in the care of the outdoor areas.

Contact Avara employees if:

  • if there are problems with the operation of the maintenance company
  • housing disorders or nuisance
  • in matters of the Residents' Committee and the Residents' Administration (ARA homes)
  • in matters related to inspections and repairs of apartments
  • if you suspect a serious fault such as moisture damage in your home

You can find contact details for Avara employees on avara.fi/asukkaille and clicking on your property under the customer service tab.

How do I report a fault?

You can report a fault to your homes property maintenance company. Contact information for the maintenance company for your home can be found in the notice board in the stairwell for your building. See also avara.fi/asukkaille - for contact information for your home by selecting it from the drop-down menu.

 

How can I book a sauna shift or the laundry room?

You can book a sauna shift with the maintenance company for your home. The maintenance company also maintains laundry room reservations. Contact information for the maintenance company can be found in the stairwell of your building or on avara.fi/asukkaille by selecting your address from the drop-down menu.

If your building has a digital screen display and the  application for residents called PNT®mobile, you can book sauna shifts and a laundry room in the application. Instructions for downloading and using the application can be found in OmaAvara and in the folder for residents which is found in the apartment. More help for residents' problems can be found at:

https://www.one4all.fi/fi/tuki/asukkaalle 

How can I book a parking spot?

The most flexible way to book a parking spot is to download Taskuparkki app, which makes it easy to book a spot and pay through the app. For instructions on setting up the app, see here. The parking spot can also be reserved from Aimo Park's customer service, in which case invoicing is handled by paper invoice.

Aimo Park's contact details are:

Phone 020 781 2480
Mon-Fri 9.00–16
asukaspysakointi@aimopark.fi

Can I change the due date for my rent?

The due date for a one-off rent payment can be agreed upon by contacting Lowell’s rent control. However, the actual due date of the contract cannot be changed.

Lowell Oy contact details are:

oma.lowell.fi
Phone 02 2700 390

Mon-Fri 8.00-20.00, la 10.00-15.00
laskutus@lowell.com

Can I report a housing disorder?

If there is nuisance or disorder, you can report it here. If your property has been damaged due to vandalism, contact your insurance company if necessary. If your property has been damaged or stolen, you must also file a criminal report.

How can I buy more keys?

You can order more keys from Avara employees. The local locksmith will notify you when the key is available. You can contact Avara employees by e-mail on avara@avara.fi or by phone on 020 611 4400.

What should I do if an appliance in my home breaks?

When your home appliance breaks down, please contact our customer service. You can contact our customer service by e-mail on avara@avara.fi or by phone on 020 611 4400. Our customer service employees will ask you for additional information needed to replace your appliance.

How can I make a complaint?

You can submit a complaint to Avara employees. If our they are unable to resolve the matter, they will make further inquiries for you. You can contact Avara employees by e-mail on avara@avara.fi or by phone on 020 611 4400.

Can I change the temperature of my home?

Experiencing the temperature of a home is subjective, and people experience the appropriate temperature differently. The recommended temperature in the living room is between 20-21 degrees and 18-20 degrees in the bedrooms. The temperature must be measured from a height of more than a meter, and not near the outer wall or windows. If the temperature is lower than it should be, please notify the property maintenance company. Contact information for the maintenance company can be found in the stairwell of your property.

Can I put wallpaper on the walls of my rental home?

The walls of Avara rental homes cannot be wallpapered. However, you can undertake modest decoration and painting of the walls of your apartment. If you have any questions about  decorating, you can contact Avara employees. You can us by e-mail on avara@avara.fi or by phone on 020 611 4400.

I bought a washing machine, can a I or my friend install it?

Yes, and the resident is always responsible for the installation whether the installer is a professional or not. The resident is responsible for possible damage caused to his property by installation, and thus for the costs caused by the leakage from the washing machine, for example. Leakage damage can be significant, so taking out home insurance against damage is recommended.

Can I install a dishwasher?

A dishwasher should only be installed by a professional, as an improperly installed dishwasher can cause major water damage.

How do I get an internet connection from the housing association?

You can find more detailed instructions for obtaining an internet connection in OmaAvara in the appendix to your contract. The housing assosiation has Telia or DNA broadband at a basic speed of 10M. Telia's connection can be checked and used from Telia's customer service or address telia.fi

Am I up to date on rent payments?

You can check whether you are up to date in OmaLowell.

When is my rent reviewed?

The basic terms of rent review are stated in your contract and its terms have been agreed upon signing the contract. The amount of rent is affected, among other thing, by property maintenance costs and the average market rent levels. Rent adjustments are affected by equipment/level differences per apartment, floor and views, as well as regional rental levels.

Why is my rent payment amount going up?

The rental contract includes the main principles of rent reviews, such as the basis and time of the rent increase. You can check why and when your rent is increased in your contract. Most Avara non-subsidized properties have a rent review annually by a maximum of a certain percentage. This generally varies between 4-7%, depending on when the contract is signed. In practice, this allows for a possible increase in rent by any percentage between 0% and max%.

In ARA rental homes, Avara will present a proposal for next year's budget to the building's residents' committee in November, which will also include a proposal for next year's rent levels. The landlord has the right to increase the rent for ARA homes so that the rent can cover all the landlord's expenses, such as the care and maintenance of the properties. If the rented home or building is exempted from ARA restrictions during contract, the rent can be increased as per by the free market. Usually, the rental contracts include terms to state what percentage increase will be used in connection with the review after the contract has been released.

When calculating rent increases, the general development of property management, maintenance costs and the change in purchasing power and cost level, ie. inflation, are taken into account. Inflation is measured, for example, by the consumer price index, for example, if the price level has risen by 3% during the period under review, then inflation is 3%. The rental market is cyclically sensitive, as is any housing market, and the definition of the rent levels is thus affected by the regional balance between supply and demand. Avara collects information on regional rental levels and monitors the development of market rents using various methods and the information we use to determine the rent for our apartments according to the prevailing market situation. It is not uncommon for an increase in supply to decrease rent amounts for new contracts. As the prices of homes for sale change as market conditions change, similarly, rent levels may rise if demand increases or as the area develops. In addition to changes in the market, rent levels are affected by the location of the home, the development of public services and transport connections in the area, equipment in the home, etc.

The main principles of rent increases for all homes in a building are the same, but the initial rent of the contract and the level of equipment in the apartment may be different and the maximum % increase varies depending on the practice agreed at the time of signing the contract. The rent for apartments of similar size may increase by € 10 for one tenant and € 15 for another so that they can be adjusted to be on the same market level. The initial rent level has been determined by all other factors. Rent reviews will take place when it is possible for the landlord to harmonize rents of similar homes on the same property.

Can I sublet my home?

Without the landlord's permission, you can sublet up to half of your home to another person. This presupposes that the subletting does not cause any inconvenience or disturbance to the landlord. It is not possible to sublet a studio. Contractual liability always remains with the main tenant alone.

What should I do if my spouse moves to a home I rent?

Through marriage, cohabitation or a registered partnership, your partner has the right to move to your home without the need for them to enter into a rental contract with the landlord. It is enough to simply report the move to the property maintenance company.

If it is necessary for the partner to have a rental contract, for example in order to obtain housing allowance, Avara must receive the same information from the partner that is required from all other residents. The information must be provided with the housing application (also the required attachments for ARA apartments) and Avara's contract negotiator will make a change to the original contract based on the information provided. A request to change the rental contract  to a joint contract between the partners can be made to Avara employees by email to avara@avara.fi  or by phone to +358 20 611 4400.

Is it possible to use a barbeque on the balconies and yards of Avara homes?

Check the rules for your building, which you can find in OmaAvara or on the notice board in the stairwell of your building. If for some reason you cannot find the rules, check with Avara employees on avara@avara.fi or by phone on 020 611 4400.

Exchanging my home for a different one

Is there a notice period when I exchange my home to another Avara home?

If the circumstances allow, we can be flexible with a 1-month notice period if you move from one Avara home to another.

Can I move my security deposit to my new home?

The security deposit is per home/contract and the same obligations apply to its return as in general. The security deposit will be returned after an inspection of the previous home's approved relocation, the payment of rent and the return of the keys, provided that all of the above are in order.

Do I have to make a new application even though I already live in an Avara home?

Yes, so we know that you want to exchange your home for a new one. Applying for a home is easy in OmaAvara rental portal. In your application, tick the box "I live in an Avara home and am applying to swap my home to a new one".

Ending my contract

How do I end my contract, and what is the period of notice?

You can find a form for ending your contract on Avara.fi/asukkaille under a page specifically for your building.

You can end your contract by first filling in the form and then confirming the termination via an electronic signature link in your email. If the contract has more than one name, an electronic signature is required from both residents.

The notice period for an Avara home is 1 month. The contract can be ended on the 15th or the last day of the month, except for contracts commenced on or after June 1, 2020, which may be terminated by the end of the month.

I want to cancel a contract on behalf of someone else, how do I proceed?

Ending a contract on behalf of the another person is possible with a power of attorney. Ending a contract for another person is not possible through Avara's website unless the person who ends the contract is authorized to use the residents bank ID's. To end a contract on behalf of another person, you can request a separate termination form and return it signed and scanned to Avara's customer service by e-mail to avara@avara.fi.

If the termination happens after the death of a resident, a death certificate for the deceased and a document showing who can make a termination on behalf of the deceased (such as a will) is required.

Moving away

What do I need to remember when I move out?

You will receive instructions for the handover and a final clean you must complete to your home when you end your contract. You can also find more information in the Housing Guide for your building on avara.fi/asukkaille.

What is included in the final cleaning?

You will receive instructions for the final clean of your home that you must complete when you end your contract in OmaAvara. You can find more information in the Housing Guide for your building in avara.fi/asukkaille.

Where can I return my keys?

The keys to your home must be returned to the lock shop during its opening hours. Please check the contact information of the lock shop in the appendix to your lease or on avara.fi/asukkaille by selecting your building from the drop-down menu.

I am missing some keys, what should I do?

Missing keys and the cost of replacing the locks will be deducted from the security deposit. The prices can be seen in Asukaslaskutushinnasto.

When will my apartment be inspected, and do I have to be there?

The inspection is carried out during the notice period, usually one week after the resident hands in their notice. The inspector enters the apartment with a master key and the resident does not have to be there. If you want to be there, you can arrange a suitable time for the inspection. Avara will also carry out a second inspection immediately after the end of the contract to ensure, among other things, that the apartment and its storage space have been emptied and cleaned.

When will you return my deposit?

The security deposit will be returned within approx. 1 month after the contract ends, when all the obligations for the payment of rent and care and maintenance have been satisfied and all the keys to the apartment have been returned.

In accordance with the law (AHVL) and the terms of the rental contract, the resident must take care of the apartment he or she rents. According to section 25 of the AHVL, the resident is obliged to compensate the landlord for damage caused by them, intentionally or negligently.

Money held from the security deposit and the costs for which the resident is liable will be charged in accordance with Avara's Asukaslaskutushinnasto (customer price list - in Finnish).