Home 9 Tenant Information 9 FAQ

Frequently Asked Questions

You can find some of the most frequently asked questions here. If you need more information or have remarks, don’t hesitate to contact us on info@derxl.nl.

Repairs

General

How do I submit a request for repairs?
I reported a complaint to De Key a while ago, but they haven’t done anything yet.

Own room

My electricity is out.
I can’t get any hot water.
My internet is not working.
Water’s dripping from my ceiling.

Bathroom

My bathroom smells bad.
The shower drain is clogged.
The shower spray is very harsh / not much water is coming out of the shower.

Kitchen/hallway

Something is broken in our hallway/kitchen.
The induction-plate in the kitchen is not working.

Flat

The elevator is not moving.
The elevator does not work properly.
What should I do when the fire alarm goes off?

Bike

Where can I go to get my bike repaired?
Somebody put a lock around my bike, why does this happen and what can I do about it?
Where can I place my bike?

My key doesn’t always work when entering the flat/hallway.
My key doesn’t always work when entering my room.
I left my key to the hallway in my room, what can I do?
I left my key to my room in my room, what can I do?
Is it possible to get an extra key for entering the hallway?

Garbage

How should I throw my garbage away?
Where can I separate my garbage?
Will the garbage in the garbage room be separated?
Can I reuse stuff from the garbage room/on the street?

Residents Association De RXL

Which committees does De RXL have?
How can I join a committee?
Why should I join a committee?
How much time does it cost to be active in a committee?
Are you allowed to take friends who do not live at De RXL to drinks?
Do I have to pay for the activities of De RXL?
I am no longer able to go to an activity, do I have to communicate this?
Where are the drink events?
How can I stay updated on the association’s activities?

Rent

The rent, what does it all mean?
Where do I sign my contract?
Is subletting allowed?
Applying for rent benefit
Increasing your rent benefit

Other

I haven’t received a welcome package yet.
What should I do when the fire alarm goes off?
I’m experiencing noise nuisance.
I am experiencing nuisance because of people hanging on the street.
I ordered a package, but I haven’t received it yet.
I want to buy new things, can they be delivered at home?
I finished studying, can I still live at De RXL?
I would like to put up a poster in the cabinets across from the elevators, is this allowed?
I’m in a fight with my neighbours.
I want to drill holes in the walls, is this allowed? Can I borrow a drill?
Can I paint my walls?
How big is a room at De RXL?

Repairs

General

How do I submit a request for repairs?

Go to the website of De Key (change language to English in the upper right corner). The next steps are self-explanatory. Filling in the form doesn’t cost you much time. You can also use this link: www.lievendekey.nl/reparatieverzoek.

I reported a complaint to De Key a while ago, but they haven’t done anything yet.

This is very annoying, but it does unfortunately happen. It is best to call Lieven De Key to ask what’s going on or to report the complaint again.

Phone number of Lieven De Key: 020 621 4333.

Own Room

My electricity is out.

First you can check if the fuses in the fuse box are correctly faced up. You can find them in the storage room across from the elevator. If this doesn’t solve the problem, you can report it via the website of LievendeKey. Besides that, you can use your flatappgroup to find out if more people are experiencing issues. You can do this by following the link to your building:

Yellow: www.derxl.nl/yellowflat

Pink: www.derxl.nl/pinkflat

Purple: www.derxl.nl/purpleflat

Blue: www.derxl.nl/blueflat

Green: www.derxl.nl/greenflat

In this case you can the call the repair number of Lieven De Key (020-6214333) and they will hopefully help you faster.

I can’t get any hot water.

You can file a repair request via the website of LievendeKey or call the number of the warm water service.
Besides that, you can use the flatapp to find out if more people are experiencing issues. In this case you can call the repair number of Lieven De Key (020-6214333) and they will hopefully help you faster.

My internet is not working.

First make sure it’s not your laptop, phone or router at fault. If you are unable to connect to the internet via multiple devices, the problem can most of the times be solved by resetting your router (either with a button or by unplugging it). If this is not the case, it is useful to ask if more people experience internet issues by using the flatapps.

After that you can send a repair request via the website of LievendeKey or call (088-4117755). Chances are high that they will help you faster if more people report the issue.

Water is dripping from my ceiling.

If this is not an emergency then write down a repair request at the website of LievendeKey.

If this is an emergency, call the repair line of Lieven De Key (020-6214333).

Bathroom

My bathroom smells bad.

You can ask for a repair request at the website of LievendeKey. Unfortunately, we have seen that this can not always be fixed. However, when more people show their problems with this, Lieven De Key will help sooner.

The shower drain is clogged.

When the shower drain is clogged, you can clean it by removing hair and other things. Most of the time this will solve the problem, but you can also disconnect the tube that connects the sink and the drain and clean this as well. If the problem still remains you can report it via LievendeKey. There is also a metal part above the metal grid that could be worn down, which might cause trouble with drainage. If you think this is the case, you can get a replacement from the caretaker, who is at the back of the purple flat. Replacing this part is not difficult.

The shower spray is very harsh / not much water is coming out of the shower.

There’s a lot of chalk in the water in Diemen. Putting the shower head in a bowl with vinegar will dissolve the chalk.

Kitchen/hallway

Something is broken in our hallway/kitchen.

If a light in the kitchen or hallway is broken, you can contact the student caretakers to get a new light.
If the key for entering the hallway is broken, you should see our caretaker.
If anything else is damaged in your hallway (for example leakage, mold or a damaged window frame) you can request repairs via LievendeKey.

The stove in the kitchen is not working.

If there’s no fire to light the gas, it is possible that the plug is not plugged in. If this is not the problem, you can request a repair via LievendeKey.

Flat

The elevator is not moving.

If this happens at a floor you can open and close the door. If this doesn’t work you can submit a reparation request on the website of LievendeKey, or you can call the company of the elevator, Skylift (088 505 1500).

The elevator doesn’t work properly.

You can submit a reparation request at the website of LievendeKey, or you can call the company of the elevator (088 505 1500).

What should I do when the fire alarm goes off?

Check at which floor the alarm is coming from, and check if there is really a fire.

If it is a false alarm, go to the ground floor. Next to the door to the elevators is a small box with a lock. You can put any random key in here and turn it around. This will stop the alarm.

If something is wrong: Smash the glass of the building-wide fire alarm in the hallway. Then check if you can extinguish the fire. The fire extinguishers can be found in the kitchen (directly next to the door) and in the hallway (directly next to the entrance).

Close windows and doors (this is fire retardant), and leave the building as soon as possible. Call the Dutch emergency number (112).

Bike

Where can I go to get my bike repaired?

If you’ve got a flat tire, you can inflate it with the pump at the building across from the backside of the purple flat (1300).
You can also go to the bicycle repair shop in the shopping center of Diemen.
If you lost your key or it is broken, you can ask the caretaker to borrow a grinder.

Somebody put a lock around my bike, why does this happen and what can I do about it?

Thieves use this technique to steal your bike, so do something about this quickly!
You can ask the caretaker to borrow a grinder. Bring the key of your bike to prove that the bike is yours.

Where can I place my bike?

Next to the garbage room is a door to the bike storage of your flat. In here your bike can stay dry and is more secured. You can open this door with by holding your electronic key next to the scanner. There are multiple bike storage rooms, and each room is had multiple floors assigned to it. This can be seen on the doorpost. All bike storage rooms have a scanplate against which you can place your electronic key. Your key ONLY opens the bike storage room that is assigned to YOUR FLOOR. Be sure to check whether you are placing your bike in the correct bike storage room. You can also place your bike in front of the flat, but here your bike is subjected to the weather and can be stolen more easily.

Key

My key doesn’t always work when entering the flat/hallway.

It’s best to visit the caretaker, he can adjust your key.

My key doesn’t always work when entering my room.

You can request repairs via the website of LievendeKey.

I left my key to the hallway in my room, what can I do?

If you locked yourself out of your hallway, flat or bicycle shed, the first thing you can try is ask your flatmates. If they’re not home, it’s best to post a message on facebook asking if somebody from the board or the student caretakers is home to let you in again. However, we can’t guarantee that one of these people is home. In that case you’ll have to wait.

I left my key to my room in my room, what can I do?

If you left your key in your room the easiest thing would be to use your spare key. If you left that one in the room as well or don’t have it with you at the moment, you’ll have to call a company to open the door for you. Since this is your own fault, you have to pay for this and you can’t expect a compensation from LievendeKey.

Is it possible to get an extra key for entering the hallway?

Yes this is possible, but it costs 30 euros and you have to give the key back when you move. The caretaker can do this for you.

Garbage

How should I throw my garbage away?

You can throw away garbage in the garbage room. This is the room next to the entrance of the flat. In order to open the room, you need to put your electronic key in front of the key panel next to the entrance of the bicycle sheds. This way you open the door to the garbage room and the door to the bicycle sheds.

Where can I separate my garbage?

If you’re on your way to the roundabout at the Diemerlaan, you can find a couple of bins to separate paper, organic waste and glass in a street on the right.

Currently, there are separate bins for plastic and paper waste in the garbage room.

Will the garbage in the garbage room be separated?

Yes.

Can I reuse stuff that’s on the street/in the garbage room?

Yes, that’s allowed, but make sure that you don’t bring any vermin into your flat and that the items don’t belong to anyone else.

Residents’ Association De RXL

Which committees does De RXL have?

Board: Maintains connections with other organizations and keeps an eye on the committees. Besides that, it organizes the general residents meeting.

Activity committee: organizes activities and drinks.

Party Committee: Sub-committee of the Activity Committee; organizes parties every once in a while.

Welfare Committee: makes the complex a more cosy and better place to live.

Gardeners Committee: The Gardeners Committee works to enhance (plant) life on the complex. To stimulate this they plant flower bulbs and place insect hotels.

Welcome Committee: makes new residents feel welcome at De RXL. They bring residents a welcome present and organize dinners.

BARCommittee: The BARCommittee is responsible for the usage and maintenance of the Residents’ Room.

Cash Audit Committee: checks the treasurer on the payments. They meet twice a year. For contact, email to: info@derxl.nl

Student Caretakers: The student caretakers are not part of the association of De RXL, but are an initiative of De Key. They help the caretaker with checking the safety and hygiene of the buildings. You can email them for questions about the buildings.

How can I join a committee?

We are always happy if you’d like to be active in a committee! However, it is not always possible to join a committee if you’re not Dutch. This is dependent on the people who are in the association at that moment. To get more information you can send an email.

Board: info@derxl.nl

Activity Committee (including Party Committee): actie@derxl.nl

Welfare Committee (and Gardeners Committee): leefbaar@derxl.nl

Welcome Committee: welkomst@derxl.nl

BARCommittee: barco@derxl.nl

Student Caretakers: studentbeheer.rodekruislaan@gmail.com.

Why should I join a committee?

When you join a committee you acquire new skills in a lot of different things, such as organizing and creative thinking. It is a nice way to get to know your neighbours and other people on the Rode Kruislaan. Besides, it is a nice addition to your resume.

How much time does it cost to be active in a committee?

This is different for every committee and of course depends on how much time you want to spend on it. However, we are happy with all help we get, even if you don’t always have time. You can look at the Facebook pages of the committees or send them an email for more information.

Are you allowed to take friends who do not live at De RXL to drinks?

Yes, this is allowed. However, people who do not live on the Rode Kruislaan are not eligible for free drinks.

Do I have to pay for the activities of De RXL?

Usually this is not necessary, because you already pay a small contribution as part of your monthly rent. If you have to pay something you will see this on the Facebook page or the announcement poster of the event. If you are not able to come to an event, and you communicate this too late to us, you have to pay a small fee. This is because there is a limit of occupants for some events and the space you were keeping occupied can’t be filled anymore.

I am no longer able to go to an activity, do I have to communicate this?

If you signed up for an activity but are not able to go, you have to sign out. You can send an email to the activity committee. If you didn’t have to sign up for an activity this is not necessary. If you sign out too late you have to pay a small fee, because the number of participants for some activities is limited. Because you signed up at first, it might not be possible for someone else to go to the activity.

Where are the drink events?

Our ‘Breek the Week’ drink nights and a lot of other activities are hosted in our own room: ‘T Kruispunt. You can fill in ‘T Kruispunt in Google Maps or you can follow this link: www.derxl.nl/kruispunt to get to ‘T Kruispunt.

Almost all of our activities are promoted in our Announcements Whatsappgroup, or on our official Instagram.

How can I stay updated on the association’s activities?

Many of our activities are promoted in our Announcements Whatsappgroup page or on posters in the flats. Activities are posted in this group and occasionally useful information is spread here. Scan the QR Code to join. You can also follow the official Instagram account of De RXL.

Rent

The rent, what does it all mean?

Basic rent: The same as net rent. This is the price of your room without the service costs.
Net rent: The same as basic rent. This is the price of your room without service costs.
Sevice fee: the extra costs, for example gas, water, light and the cleaners.
Gross rent: The total amount of rent, so the net rent/basic rent and the service costs.

Where do I sign my contract?

You will receive an email with more information when you have confirmed you want to rent a room. After inspecting your room you can sign your contract.

Is subletting allowed?

Unfortunately, this is no longer allowed. In the municipality of Diemen it is impossible for more than one person to be registered at an address. For more information visit: Lieven de Key and search for subletting.

Applying for rent benefit.

Here is a guide for applying for rent benefit, which means you will receive a small amount of money to help you with paying rent.
Using the link you can see most of the requirements you need to meet before you apply. https://www.belastingdienst.nl/wps/wcm/connect/bldcontenten/belastingdienst/individuals/benefits/how_do_benefits_work/i_want_to_apply_for_a_benefit/i_want_to_apply_for_a_benefit
There is a more specific guide at “Mijn Toeslagen”: https://www.belastingdienst.nl/wps/wcm/connect/nl/toeslagen/content/hoe-moet-ik-huurtoeslag-aanvragen.
This page is only available in Dutch.

If you are a DUTCH CITIZEN and you are still unsure how this works, you can call the Dutch Tax Office on this number: 0800-0543
If you are NOT a Dutch citizen and are still unsure on how this works, you can call the Dutch Tax Office on this number: +31 55 538 53 85.

Increasing your rent benefit.

De Key increases the price of your rent yearly, but this increase is not automatically relayed to the Dutch Tax Office. You will have to manually tell the Dutch Tax Office of this. You can do this via mijntoeslagen.nl. (ONLY AVAILABLE IN DUTCH)

Log in on mijntoeslagen.nl
Log in with your DigiD.
Select Wijziging doorgeven > Wonen > Mijn huur verandert
Fill in the starting date
Check your address and select “Ja”
To fill in the amounts you will need to download the rent increase letter from De Key.
Go to dekey.nl
Go to check documents
Log in with your De Key account
Download Documenten > YYYY > huurverhoging
Fill in the following information

Kale huur per maand = Kale huur (from the date the increase starts)
Energiekosten voor gemeenschappelijke ruimten per maand = Elektra collectieve voorzieningen (from the date the increase starts)
Schoonmaakkosten voor gemeenschappelijke ruimten per maand = Schoonmaken (from the date the increase starts)
Huismeesterkosten per maand = Huismeester / Beheerder (from the date the increase starts)
E Kosten voor dienst- en reacreatieruimten per maand = Afschrijving vloerafwerking (from the date the increase starts)
Huur voor woonwagenstandplaats per maand = €0

Select “Volgende”
Send form

Other

I haven’t received a welcome package yet.

You can send an email to the Welcome Committee. They can make an appointment with you so you can get your welcome package. Email: Welkomst@derxl.nl

What should I do when the fire alarm goes off?

Check at which floor the alarm is coming from, and check if there is really a fire.

If nothing is wrong, go to the ground floor. Next to the door to the elevators is a small box with a lock. You can put any random key in here and turn it around. This will stop the alarm.

If there is a fire: Smash the glass of the building-wide fire alarm in the hallway. Then check if you can extinguish the fire. The fire extinguishers can be found in the kitchen (directly next to the door) and in the hallway (directly next to the entrance).

Close windows and doors (this is fire retardant), and leave the building as soon as possible. Call the Dutch emergency number (112).

Fire safety regulations

The escape routes have to be accessible. This means that all hallways and all balconies have to have a walking space of 1 meter. This includes the balconies of k5. These balconies are also part of the escape route (the white panel can be kicked in, in case of fire). It is also not allowed to stop the kitchen door from closing: it has to fall shut. In case of an emergency, this door blocks fire. Finally, barbecuing on the balconies is also not allowed.

I’m experiencing noise nuisance

This is an annoying problem and it is not easy to do something about this. At first, try to contact the neighbours yourself by knocking at their door.

When this is not working and you experience noise nuisance regularly you can send an email to the student caretakers, or you can visit the caretaker. They can talk to the other residents as well. You can also call the police for this (0900-8844).

I experience nuisance because of people hanging on the street.

When you experience nuisance because of noise, people hanging in the flat or because people make rude comments, you can call the police (0900-8844). The police can send these people away (temporarily).

I ordered a package, but I haven’t received it yet.

Unfortunately this happens sometimes. You can post a message at De RXL Facebook to ask if someone else has accepted it. We advise you to order from a company that offers delivery at pickup points to circumvent this.

I want to buy new things, can they be delivered at home?

Yes, this is possible. However, your package can be delivered to another room if you’re not home at the time of delivery and it might take some time to arrange a moment to pick up your package. Therefore we advise you to order from a company that offers delivery at pickup points.

I finished studying, can I still live at De RXL?

If you’re an international student, you can send an email to De Key to get more information.

I would like to put up a poster in the cabinets across from the elevators, is this allowed?

This is dependent on the kind of poster. You can email to the board (info@derxl.nl).

I’m in a fight with my neighbours.

This is an annoying problem and it is not easy to do something about this. At first, try to contact the neighbours by knocking at their door. If this does not work, you can send an email to the student caretakers, or you can visit the caretaker.

I want to drill holes in the walls, is this allowed? Can I borrow a drill?

Yes, this is allowed. It is not easy to make holes in the walls of the flats with a standard drill. You can borrow a drill from De RXL. You can contact them by info@derxl.nl.

Can I paint my walls?

Yes, you are allowed to paint the walls in your room. Technically you have to paint them white again when you leave, but contact the caretaker to see whether this is necessary.

How big is a room at De RXL?

The room is around 12 square meters, the small hall and the bathroom are 2 square meters each.