FAQs

How can I organise a visit? 

If you have seen information on any of our residences and you would like to visit in person, you can contact us through the forms that are available on the website on the page for each building or by calling the customer service telephone number 911 98 80 50. 

When can I contact customer services? 

Except on public holidays, we provide a telephone service from Monday to Thursday from 9:30 am to 7:00 pm and on Fridays from 9:00 am to 3:00 pm.  

The future tenant will be me, but can a family member or friend visit in my place? 

Except in exceptional cases, the visits should be made by those persons who will be the contract holders. It is possible that either when booking the appointment or before starting the visit, the salesperson may ask you for identification in order to check.  

Do you conduct virtual tours? 

At the moment we cannot provide this service, but we are working on it in order to be able to provide one if required.  

I have an unforeseen event and cannot keep my appointment, can I change my visit?  

If you cannot attend for any reason you should call Customer Services (911 98 80 50). We will try to reschedule your visit if the residence you are interested in is still available. 

Do you accept pets? 

We are a pet-friendly company, and we accept pets in our flats, as long as the rules established by each community aimed at harmonious living are respected. 

I have visited the flat and want to rent it, what should I do? 

If after the visit you are interested in renting, you must tell the salesperson who saw you and make a pre-reservation, providing your personal documentation (ID card, NIE, and/or passport) and formalise the reservation online by paying the corresponding fee.  

How much is the reservation fee? 

The reservation fee is one month's rent on the flat. Once the solvency study has been approved, this payment becomes the one month deposit.  

What documentation do I need to provide in order to rent? 

The documentation submission process is 100% online. Our team will advise you and you will have access to our customer area, a very simple, intuitive portal where we will indicate all the documentation to be uploaded at all times, both for private housing and for social housing where documentation is required by the corresponding Autonomous Community. 

What are the financial conditions I have to fulfil in order to rent? 

The rent to be paid should not exceed 40% of your income.
You must not be on the defaulters’ list (ASNEF list).
You must take out default insurance (3% of the annual rent) and home insurance at the beginning of the contract, and maintain them for the duration of the contract. 

What is the credit rating or solvency ratio? 

Rating is an automatic evaluation system that determines whether a rental is viable on the basis of income and rent level. This method provides a consistent, objective measurement, as it evaluates everyone in the same way, thus avoiding subjective criteria.  

Is the reservation fee refundable? 

The reservation fee will be returned unless resulting from unjustified voluntary withdrawal by the interested party or falsification of documentation.  

How will the contract be signed?

The signing, as with the entire booking process, is via the internet. You will only have to go to the property and pick up the keys on the day you start living in your new home.  

Are there any deadlines for moving in? 

The booking process runs for a maximum period of 15 days. You will be able to move in as soon as all the documentation has been approved within that period. The day on which you sign is up to you.  

How long is the contract for? 

According to the LAU (Urban Leasing Law), the contract has a mandatory duration of 7 years, as long as you wish to remain in the property.  

Is there a minimum length of stay in the residence? 

In accordance with the LAU, you cannot leave your property during the first 6 months of the contract. At Vivenio we are committed to long-term rentals, which is why our contracts are designed for a minimum stay of 3 years. If you decide to leave before the end of that period, a penalty will be applicable with respect to the time remaining on the contract. The highest penalty is applicable if you leave in month 7 and is equal to one month's rent. From that month onwards the penalty goes down, until it reaches zero in year 3. 

Do I have to contract utilities? 

This depends on each building. Your salesperson can provide details regarding management in your case.  

Can I pick up the keys and use the flat on a date prior to the start date of the contract? 

We know how much you are looking forward to moving into your new home, but it is not possible to use the property, its annexes or any communal areas until the start date of the contract. 

I need to report an incident in my home. How do I do it? 

Once the contract comes into force, you will have at your disposal the customers’ area, where you can report any imperfection you find with the property, adding a description and photographs of the problem.  

I need to report an incident in communal areas or with the community, How do I do it? 

You can also open an incident regarding those areas from the customers’ area. 

Can the concierge receive packages? 

The role of the concierge is to ensure the good condition of the building. In most of our residences there is a free locker service, storage lockers and parcel collection so that you can receive your packages, even if no one is at home. 

Change of bank or personal details

If there are any changes to your personal data, you can also report the change in the customers’ area. 

Amenities reservation

If your building has communal areas, you have an App to reserve the areas that allow private use (e.g. gastrosala).  Our team will provide you with access to the App once you move into your new home. 

Can I sublet my home or rent out my parking space if I don't have a car or don't use it?

No, our contract expressly forbids: 

• The total or partial subletting of the dwelling, 
• The transfer of the Contract 
• The use the residence as a second home or for any other purpose.

Failure to comply with the above obligations and prohibitions constitutes a breach of an essential requirement and will result in the termination of the Contract. 

How much notice do I have to give? 

To terminate the contract, you must provide at least 30 days' notice.  

How do I notify this termination? 

By sending an email to notificacionesdebaja@vivenio.com  

What is the termination process? 

Once you have notified us of the termination, our team will contact you to arrange an appointment to hand over the keys. On that day, with you present, the relevant checks on the condition of the property will be carried out, prior to the return the deposit. 

How long will it take to get my deposit back?

A maximum period of 30 days from signing the handover of keys.