Frequently asked questions about Heka's Resident Portal

Registration and login

Why do I have to register for the service with strong authentication?

Confidential customer information is processed in the Resident Portal. Strong authentication is used to ensure that your information in the Portal is shown to you exclusively, and that no unauthorised parties will have access to it. The strong authentication enables Heka to verify the contacting person’s identity, which means that the resident’s privacy is protected. We strive to ensure the accuracy of the personal data we use. Read about the processing of residents’ personal data

Do I always have to log in to the Resident Portal with my online banking credentials?

No. Once you have identified yourself and registered for the service, you can log in with your e-mail address, which is also your user ID, and your password.

How long must my password be?

Your password must contain at least six characters, at least one of which is a capital letter, at least one is a lower case letter, at least one is a number and at least one is a special character, i.e. one of the following: !"#$%&'()*+,-./:;<=>?@[\]^_`{|}~

I have forgotten my user ID and password. What should I do?

You can order a link for changing your password on the login page. You will be sent a link for changing your password by e-mail. The link will be valid for 24 hours. Your password must contain at least six characters, at least one of which is a capital letter, at least one is a lower case letter, at least one is a number and at least one is a special character. 

Changing your user ID is not possible. If your e-mail address changes, please register for the service again with your new e-mail address. 

I am unable to register as a user of the Resident Portal. What is the problem?

The reason is probably that your information in our system is incomplete. If you are unable to register, please contact our customer service department.

The Resident Portal is intended for Heka’s current residents. If you are in the process of applying for an apartment or your tenancy has ended, you cannot register or log in.

In what situations can I no longer log in to the Resident Portal?

You cannot log in if you have terminated your rental agreement or your agreement has expired, or if you have moved out of your Heka apartment. 

The Resident Portal’s services and benefits for residents

What are the benefits of registering for the Resident Portal?

In many cases, using our services via the Resident Portal is faster and easier than using other service channels. In the Resident Portal, you contact Heka regardless of time and place, and you can also go back to your previous messages. If you are the main tenant, you can view the status of your rent and other payments, check your payment details and submit service requests to Heka during your tenancy. 

What matters can I take care of in the Resident Portal? 

All residents registered in the register of occupants can:

• submit a defect notification to Heka and monitor the progress of its processing
• contact Heka’s customer service and submit messages to Heka regarding matters related to their rental payments or tenant democracy
• View and update their contact information and bank account number
• look into the information and rescue plan of their building 
• read Heka’s resident bulletins.

Residents who are parties to a rental agreement can also: 

• submit service requests in different resident and agreement change situations, e.g. report disruptive behaviour or smoking, apply for permission for a DIY renovation project, report a lease transfer or order an apartment inspection. Service requests replaced most of the forms that used to be available on the Heka website.
• examine the information of the lease agreement
• check the status of the rent and other payments, as well as payment details
• make changes to the occupant information of the apartment
• terminate the rental agreement for the apartment.

I have logged in to the Resident Portal, but I cannot see my rental agreement. Why is this?

In the ‘My economy’ section, you can see information related to your agreement and payments only if you are the signatory of the agreement, i.e. the main tenant. If you have not signed a rental agreement with Heka (e.g. you are a subtenant of the main tenant), the information of your agreement will not be shown in the Resident Portal.

I have signed a rental agreement for a Heka apartment, but there is no content in the Resident Portal. Why is this?

You can register for and log in to the Resident Portal as soon as you have signed a rental agreement. However, you will not have access to the functions and contents of the Resident Portal until your agreement enters into force.

My spouse, with whom I have a joint rental agreement, has submitted a service request to Heka. Why can I not find it in the Resident Portal?

Only the submitter of a service request will see the request in the Resident Portal, even if there are other tenants in the apartment. 

I live as a sublessee in a Heka apartment and have signed a sublease agreement with a Heka resident. Can I use the Resident Portal?

Yes, if you are registered in the register of occupants. All residents registered in the register of occupants can:

• submit a defect notification to Heka and monitor the progress of its processing
• contact Heka’s customer service and submit messages to Heka regarding matters related to their rental payments or tenant democracy
• View and update their contact information and bank account number
• look into the information and rescue plan of their building 
• read Heka’s resident bulletins.

However, you will not see information related to your agreements and rental payments in the Resident Portal, as your sublessee status does not mean that you are in an agreement relationship with Heka.

How can I act on behalf of another person in the Resident Portal?

You can use the services on behalf of another person if that person has given you a power of attorney. If you have a power of attorney, you can log in to the Resident Portal with the user ID and password of the person who has authorised you to act on their behalf.

However, the power of attorney will not enable you to act on the other person’s behalf with your own user ID and password.

If you are registered in our system as a legal guardian, you can log in with your own user ID, whereby you will see your ward’s agreement and other related information in the Resident Portal.

How can I contact Heka via the Resident Portal?

You can submit a defect notification to us in the ‘Defect notifications’ section.

You can submit service requests related to changes in occupants and agreements in the ‘Service requests’ section. These include notices of moving in or out, notices of a lease transfer or temporary relinquishment of the apartment, notices of a name change and applying for permission for a DIY renovation project. You can also use this channel to report disruptive behaviour or smoking.

For other matters, you can submit a message to Heka in the ‘Messages’ section. In the ‘Classification’ section of the form, select whether your message concerns a payment agreement, rental compensation or deposit return request, lease control, debt collection or tenant democracy. You can also send your message to Heka’s customer service department and give us general feedback. We reply to messages submitted via the Resident Portal in their order of arrival as soon as possible. There is no need to contact us regarding the same matter again. You will receive an e-mail notification when your message has been replied to.

Where can I find the information of the occupants of my apartment registered in the register of occupants?

You can find the persons registered in the register of occupants in the ‘My economy’ section. Select ‘Show agreement’, under which you will see the occupants registered in the register of occupants.

How can I order an extra key via the Resident Portal?

You can submit a key order to Heka’s customer service in the ‘Messages’ section. Please specify in your message which key you need and how many copies you would like to order. 

I tried to submit a service request to Heka, but I was shown an error notification. Why is this?

The function probably timed out. Please start the process of submitting your request again from the beginning. 

Parking spaces and sauna reservations

There are unoccupied parking spaces at my building, and I tried to reserve one. However, I did not get the space I reserved. Why is this?

Available spaces are granted in the queuing order so that priority is given to a resident who has not yet reserved any parking spaces. If there is a queue for parking spaces, we will not assign spaces until we have checked the queue situation.

How can I cancel my sauna or parking space reservation?

You can terminate your sauna or parking space reservation in the ‘Booking’ section. The period of notice is one calendar month. Our customer service department will contact you once you have submitted your notice of termination.

Where can I view my parking space or sauna reservation?

You can see your parking space and sauna reservations in the ‘Booking’ section. 

If your parking space or sauna reservation is used by another main tenant of your apartment, the reservation is only shown in their information. However, as main tenants, you are equally responsible for the reservations. 

Why can I not see my parking space or sauna reservation even though I have made one?

If your parking space or sauna reservation has been made by another signatory of your agreement, the reservation is only shown in their information. This does not directly mean that there is no reservation or that the reservation is under the responsibility of only one person.

If you are unable to find your parking space or sauna reservation in the Resident Portal, please contact our customer service department.

How can I reserve a parking space?

You can submit a reservation request in the ‘Booking’ section by selecting ‘Add a new booking request’. Select whether you want to reserve a parking space. You will be shown the available spaces. Choose a space and select ‘Create a new booking request’. Your reservation agreement will enter into force at the beginning of the following month at the earliest. If you would like your agreement to enter into force later, please specify this in the additional information. Please provide any additional information that affects your reservation, e.g. if you have an electric car or a disabled parking permit.

Our customer service department will send you an agreement for signing if making a reservation is possible. You will also be provided with additional information regarding the retrieval of any keys, remote controls or parking permits. Please do not use your parking space before you have been contacted by our customer service department.

How can I make a sauna reservation?

You can submit a reservation request in the ‘Booking’ section by selecting ‘Add a new booking request’. Select whether you want to make a sauna reservation. You will be shown the available time slots. Select a time slot and click ‘Create a new booking request’. You will be assigned the time slot from the beginning of the following month at the earliest. If you would like your agreement to enter into force later, please specify this in the additional information. 

You can only make fixed weekly sauna reservations at Heka. When you submit your service request, you can also request several consecutive time slots. Please provide any additional information that affects your reservation, e.g. if you are willing to also reserve a time slot on another day or at another time.

These selections will create a service request that will be processed by our customer service department. Our customer service department will send you an agreement for signing if your desired time slot is available. You will also be provided with additional information regarding the retrieval of any keys or a pass. Please do not use your sauna reservation before you have been contacted by our customer service department.