Services and customer service

Your interactions with Heka always depend on whether you are a party to a lease agreement or another type of resident. On the Resident Portal you can:

• Submit a defect notification to Heka and monitor the progress of its processing.
• Contact Heka customer service and submit messages to Heka in matters concerning a rent payment or tenant democracy.
• View and update contact information and bank account number.
• Tarkastella omia autopaikka- ja saunavuorovarauksia, jättää uuden varauspyynnön ja perua nykyisen varauksen.
• View the details and rescue plan of your building. 
• Read Heka’s resident notices. 
• Submit service requests in different situations involving resident matters and agreement changes, such as submit a notice of disturbance or disruptive smoking, apply for permission for a DIY renovation, report a transfer of the lease or request an apartment inspection.
• View the rental agreement details.
• Check the status of rent and other payments.
• Make changes to the resident information of the apartment.
• Terminate the apartment rental agreement.

If you have not already registered for the Rental apartment search, follow these steps:

1. Select Create username. You will be redirected to enter your email address where you will receive a link to confirm you email and to continue creating a username. The confirmation link is valid for 24 hours.
2. Open the link you received in your email. Choose authentication using your online banking credentials, which will direct you to Telia’s authentication service. Follow the instructions of the authentication service.
3. After identification, you will be redirected to choose a password you will need to log in to Resident Portal in the future.
4. Now you can go to the Resident Portal!

If you have previously registered with another landlord or while applying for an apartment, follow these steps:

1. You can use the same username and password you used when you registered for another landlord or the housing application system of the City of Helsinki. At the first login, identify yourself to access the Heka Resident Portal. You will be redirected to use strong authentication using your online banking credentials or Mobile ID and to choose a password. Follow the instructions of the service.
2. Log in with the username and password you created.

If you do not have online banking credentials or a mobile certificate, you can visit our customer service point to identify yourself.

1. First book an appointment with our customer service for identification. You need a valid passport or identity card to identify. 
2. Once you have identified yourself, you can register as a user of the service. Select Create username. You will be redirected to enter your email address where you will receive a link to confirm you email and to continue creating a username. The confirmation link is valid for 24 hours.
3. Open the link you received in your email. Choose identification at the office. You will be redirected to choose a password you will need to log in to the Resident Portal in the future.
4. Now you can go to the Resident Portal!

You can order a password reset link from the login page. You will receive the password reset link via email. The link is valid for 24 hours. The password must have at least ten characters, including one upper case letter, one lower case letter, one number and one special character. The site will help you choose a suitable password.

If you do not receive an email confirmation, check that the email address you entered is correct or the message did not go into spam. If you cannot find the message, please try again after a while.

If the email confirmation message has expired, start creating your username again.

It is not possible to change the username. If your email address changes, please re-register with your new email address.

You will have access to the features and contents of the Resident Portal once your lease agreement begins.

To ensure that the Resident Portal displays correctly, please ensure that you have not blocked pop-ups.

If you notice any display issues with the Resident Portal, please test them using another device (for example, a smartphone or tablet computer) and a different browser (such as Google Chrome or Mozilla Firefox).

Please contact Heka’s customer service if you have other problems with registration, logging in or using the Resident Portal.

Submit a non-urgent defect notification through our Resident Portal by logging in or without logging in using an online form. When you submit a defect notification through the Resident Portal, you can monitor the progress of your notification and also view your previous defect notifications.

Electronically submitted defect notifications will be sent to property maintenance. We will repair any reported defects as soon as possible. A notification of the progress of the repair work will be sent to you by email or through the Resident Portal.

You can only submit defect notifications for the apartment or building you live in. You can attach a picture of the defect to your notification.

Our maintenance staff always contact the residents before visiting their apartments. If taking care of a defect notification requires a visit to the apartment, you will receive a phone call from a number starting with +358 9 5767. Please pick up the call.

If you encounter a defect requiring immediate attention, such as water leakage, drain blockages or electrical defects, submit an urgent defect notification

• Monday to Friday from 9 a.m. to 12 midday by calling the number 09 5767 3000
• at other times call the on-call service number 09 5767 3100.

Non-urgent defect notifications submitted outside the office hours can be postponed to be handled during office hours.

If you leave your keys at home, you can contact our door opening service. The service is subject to a fee. Order a door opening

• Monday to Friday from 9 a.m. to 12 midday by calling the number 09 5767 3000
• at other times call the on-call service number 09 5767 3100.

Our staff will come to your assistance as soon as possible, usually within one hour of the call, depending on the work situation. The door opening service is subject to a fee. We will send an invoice for opening your door by post.

For security reasons, we only open doors for residents listed in the housing register. You must prove your identity with a passport or other photo ID. Please make sure that all the residents of your apartment are listed in the housing register.

The keys are no longer returned to Heka but to BLC Turva Oy service point. The keys are also picked up at the BLC Turva service point. When the residents need to return or pick up the keys, the residents receive instructions from Heka’s customer service.

The BLC Turva service point is located at Mäkelänkatu 2 (entry from the Vääksyntie and Teollisuuskatu intersection). The opening hours and contact details can be found on the BLC Turva website (in Finnish).  The keys can also be returned when the service point is closed. We provide instructions for returning the keys.

Customer service for the residents of As Oy apartments advises residents

• by email at asiakaspalvelu.asoyasunnot@hekaoy.fi
• by phone at 09 5767 4000. The phone service operates on Monday to Friday from 9 a.m. to 12 midday.

Heka’s As Oy apartments are studios and two-room homes located in different housing companies around Helsinki. The apartments previously belonged to Helsingin Asuntohankinta.

Heka’s rent payment advice service:

• You can contact the rent payment advice service in the ‘Messages’ section of the Resident Portal.
• The service is available by telephone from Monday to Friday 9.00–12.00 at +358 9 5767 3000. First select the language of the service and then select line 2. The price of the call is the mobile phone charge in accordance with your mobile phone subscription or the local network charge if you are calling from a fixed line. All calls are recorded.
• Reserve an appointment with our customer service at the address Viipurinkatu 2.

Make an appointment with our customer service if a visit is necessary in order for you to manage your affairs. Most things can easily be managed at the Resident Portal.

The appointment button below will redirect you to Heka’s electronic calendar where you can book an appointment. You can only book an appointment with our customer service. Any visits to building maintenance or housing support services must be arranged by phone or email.

The booking form is in Finnish.

Instructions:

1. Read the instructions.
2. Fill in your contact information.  
3. Select the reason for the visit.
4. In the additional information (lisätiedot) section, tell us more about the matter you need to process with our customer service so that our staff can prepare.
5. If you provided your email address when booking the appointment, you will be sent a confirmation email.
6. Write down the time of your appointment.
7. If you cannot attend the appointment, cancel it. You can cancel or postpone your appointment at the link in the confirmation email or by calling our customer service.

If you live in an As Oy apartment, book an appointment with As Oy customer service by phone or email.

Our customer service point is located in Alppila at the address Viipurinkatu 2.

Our customer service point is easy to reach by buses 500 and 510 (stop: Sturenkatu), for example. Trams 3 (stop: Alppila) and 9 (stop: Sturenkatu) also stop close by. Viipurinkatu is an approximately 10–15-minute walk away from the Mall of Tripla and Sörnäinen metro station.

For the exact route to our customer service point, please see the HSL journey planner.

There is no customer parking on Viipurinkatu. The closest large car park is the Linnanmäki car park.

The customer service point is located on the ground floor of the building. You can find the door to the customer service point past the lifts. Upon arrival at the customer service point, please register at the reception desk.

You can draft a power of attorney to authorise someone else to act on your behalf. You can use a power of attorney when you are unable to manage matters related to your rental agreement yourself for any reason. 

You can choose to issue a general power of attorney (yleisvaltuutus), meaning that the other person may manage all of your tenancy-related affairs. 

You can also draft a specific power of attorney to have someone manage a specific matter. A specific power of attorney is useful in situations where you need to authorise someone to terminate your lease, parking space or sauna turn; return or collect keys to the apartment; order a building manager’s statement or apply for a permit to carry out DIY repairs on your behalf, for example. You can also authorise someone to request information on your rental agreement or payments. 

You can also use a power of attorney to grant someone the right to transfer your lease to a family member living in the same apartment. When a tenant dies, a power of attorney is used by the parties to the estate to authorise someone to represent the estate.  

If the power of attorney form does not contain the option you are looking for, you can authorise someone by drafting your own power of attorney in the open section of the form. 

Submit a notification of the power of attorney using the power of attorney form below. Complete the form and submit it to our customer service or give the power of attorney to the person you have authorised. The authorised person may also submit the power of attorney by e-mail to asiakaspalvelu@hekaoy.fi.

Power of attorney concerning the tenancy (pdf in Finnish)