…because we are here for you!

Dear subtenant,

in case you have any questions regarding of your unit, contract, or payments, or if you have any technical issue, it is important to report this situation immediately.

For easy communication, in accordance with the contract, please use our email address or the form below.

We are happy to provide all necessary assistance, as your comfort is important to us.

I can’t access my unit,
I need help!
(lost key/card, locked out, malfunctioning lock)

Please note that if the situation was caused by the tenant’s fault, this service is chargeable.
Access to the unit during working hours: 1,000 CZK
Access to the unit outside working hours (from 18:00 - 08:00, weekends and holidays): 2,000 CZK
Please familiarize yourself with the most frequently asked questions and answers.
You may already find the answer or solution to your current situation here.
  • 1
    I have taken over the unit and found defects that were not recorded in the handover protocol.
    In this case, please send an email to with photos and a list of the defects you have discovered, or report them using the form below within 48 hours of taking over the unit. Reports made later will not be considered. If these defects do not affect the normal operation of a specific device, appliance, or unit, they will be recorded for future reference. If repair or replacement is necessary, we will contact you.
  • 2
    I have broken or damaged something in the unit.
    In case you break something in your unit, it is important to follow these steps:

    1. Damage evaluation: Check how big the demage is.
    2. Safety first: Ensure that there is no danger, especially if the damage involves electrical connections, water or gas.
    3. Document the damage: Take photos of the damage for future reference. This can be useful for communication with us or insurance company.
    4. Inform us: If the damage cannot be repaired or replaced on your own, report the situation as soon as possible. In this case, use the email to communicate with the relevant person or report it using the form below. It is important to describe in detail what happened, the extent of the damage and attach photos of the damage.
    5. Communication and agreement on a solution: After reporting, wait for a response and then follow the instructions you receive. It may be necessary to arrange a repair with professionals or to resolve the situation in another way.
  • 3
    My internet is not working.
    1. Check the equipment and router: First, make sure your router and devices are turned on and properly connected. Try restarting both the router and your device.
    2. Ask neighbors: If restarting doesn't help, check with your neighbors to see if they are experiencing the same internet problem. This can help determine if it's a global outage or a problem specific to your unit or device.
    3. Contact us: If the internet issue persists, please contact us using the form below so we can assist in resolving the problem. It's important to include a photo of the label on your router in the form.
  • 4
    I need assistance with carrying out repairs in the unit.
    We are happy to help with that! We have a great team that will take care of repairs and improvements in your unit. You can find the cost for this service in the contract attachment. For more precise information and to schedule repairs, please contact us so we can initiate the process and ensure that your living space is in the best possible condition.
  • 5
    I have received an invoice and I don't know what is it for?
    Every month, physical readings of meters are conducted, based on which we carry out the billing. If the consumption of metered services or consumed energies (electricity, water, or possibly gas) for the respective month exceeds the amount specified on the first page of your contract, marked as the Consumption Limit, the tenants will be properly billed for the excess amount through invoice. Therefore, if you have received an invoice, it means that your consumption limit has been exceeded. If the invoice is unclear to you, please send your questions to or contact us using the form below. However, for us to recheck the invoice, it is very important in this case to send a photograph of the relevant meter for the period you wish to verify.
  • 6
    We have agreed on a date to inspect my unit, but I don't know what it entails.
    During the scheduled inspection of your unit, our staff member will arrive at the agreed time. They will bring with them a handover protocol, which serves as a reference document. The inspection focuses on whether the tenant is properly taking care of the unit in accordance with the agreed conditions. The inspection includes taking photographs of the unit for visual documentation. Current meter readings and other relevant information are also recorded. At the end of the inspection, a record of the inspection is signed by the tenant, which includes the findings and results of the inspection. This regular check helps maintain the quality of the unit and ensures compliance with the agreed rental conditions.
  • 7
    I don't know how the handover or takeover of an apartment works.
    At a pre-arranged time, our staff member will arrive at your unit for either the handover or takeover. The presence of at least one of the tenants listed in the contract is necessary, but if there are multiple tenants, it’s not required for all to attend. The entire process usually completes within about an hour.

    The staff member will have a protocol specific to your unit, containing a comprehensive list of all items. They will go through each item, carefully checking its physical presence and functionality. The protocol will record all relevant information, including the overall condition of the unit, the number of keys handed over or received, and the current meter readings at the time of handover or takeover. These details are important for future billing and recording the unit’s condition. The process concludes with documenting the current state of the unit and meters using photographs.

    Then, our staff member and the tenant move to the office, where the handover protocol is supplemented with the taken photographs, followed by the mutual signing of the protocol and the handover or receipt of the unit keys. This ensures a thorough and systematic process for the handover or takeover of the unit.
  • 8
    I don't know when I am supposed to pay.
    The rent must be paid by the 10th day of the month for the following period; for example, the rent for February is due by January 10th. If you receive an invoice, the due date is always specified on this invoice.

    Please ensure to adhere to the set payment deadlines, which helps us avoid unwanted complications. Your prompt and regular payments are essential for the smooth operation of our cooperation.
  • 9
    I want to speak with someone in person.
    For a personal visit to our office, the following office hours are available:

    Monday: 8:00 - 10:00 and 16:00 - 17:00
    Wednesday: 8:00 - 12:00 and 13:00 - 17:00

    Please respect these times to ensure optimal availability and efficient service. By adhering to these office hours, you allow our colleagues to attend to other requests during the week. We thank you for your cooperation and understanding.
  • 10
    I don’t know how to save money on my unit.
    For tips and ideas on how to save effectively, please visit our website Here, you’ll find useful information and inspiration for saving in your everyday life.

Thank you for taking the time to familiarize yourself with the information provided above, which we have carefully prepared for you. If you have any further questions, specific requests, or want to share your ideas for improvements, please do not hesitate to contact us. Your feedback is crucial to us and helps us continuously improve.

Report a problem with the unit / send my question.
The selected date will be confirmed with you by phone or email.
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155 - Emergency Medical Services

158 - Czech Police

112 - Pan-European Emergency Number

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