Our Customer Care team is available every day. See what they can and cannot help you with, and learn in what cases they might get in touch with you.
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When can a landlord ask Flatio for help?
Although Flatio is an online service that focuses on independence and the ability to solve everything from your computer, laptop, tablet, or smartphone, we understand that from time to time you may need to share your concerns with someone and get help. Our Customer Care team is ready to help you at [email protected]. Just keep in mind that your request will be resolved by midnight of the next business day.
It may happen that our Customer Care team receives many requests at once and then you get a message that they're busy. We're constantly striving to improve our service (and the team's response time) to keep the number of requests as low as possible, making room for truly urgent situations.
When can I contact the Customer Care team?
- When you want to find out more about a reservation request and a potential tenant.
- If you want to approve/reject a reservation request but cannot do it yourself.
- If you need to make changes regarding the reservation request - for example, if you don't like the booking period and want to offer a different period.
- If you need to edit information in your lease agreement.
- If you're unsure about Flatio's terms and conditions or the lease agreement.
- If you need help using My Rentals.
- If you have a question about something related to Flatio.
When is it not possible for the Customer Care team to help me?
- If the tenant doesn't pay their landlord on time or at all - of course we'll contact the tenant, but the decision on how to handle it is always up to the landlord.
- Also, Flatio cannot currently help with evictions because we have no legal basis to do so - lease agreements are made between landlords and tenants. So the landlord has to take care of the eviction of a problematic tenant themselves. But you can be sure that evictions of Flatio tenants are extremely rare. This is because Flatio tenants usually only want to stay for a limited time (several months) and have no reason to stay longer than you want them to.
In what cases does the Customer Care team contact a landlord by email or phone?
- If some information is missing in your property listing.
- If your property listing needs more photos. Potential tenants need to see what the property looks like so they can make an informed decision.
- If you have a reservation request that you haven't commented on within 24 hours.
- If a potential tenant hasn't completed the paperwork necessary to finalize the lease signing process.
- On the day your tenant moves in.
- If a potential tenant has a question about the property that cannot be answered with the information you've already provided.
- When you need to update the availability of the property.
- If you need to add something to or amend an existing lease agreement.
- If we have news for you (system related or financial).
- If we suspect you're using Flatio in a way that's dishonest or could harm tenants or our system.
