Support

& FAQ

Top questions we get from villagers, answered

Click a category to read the questions and answers.

General

Emergency

Moving in & out

Shared spaces

General

  • Students from Denmark and most EU-citizens are entitled to rent subsidies/housing benefits (Boligstøtte) from the Danish state. Some students from other countries can also receive rent subsidies, it depends on the residence permit.

    The exact amount will be calculated individually. Read more and apply right here.

    Here you find a guide for the application. Please note that:

    • You’re applying for housing benefit for ‘Lejebolig’ (rented home).

    • ​The address is for a permanent home (even though you might know, that your stay with us is only for some months).

    • You have separate addresses and your own kitchen, which means that you have your own apartment and should apply for housing benefits individually.

    • Your address is a bit odd, and it’s not possible to register V1/V2 in your address. Staff at Udbetaling Danmark will add this manually after you’ve applied. 

    • You pay a conto heat, which means you have to say “Yes” when being asked if you pay heat in advance/a conto. 

    • ​The income being asked for is before tax.

    Please keep your rental contract handy - you will have to upload it when applying.

  • You get an email with the payment overview 10 days before the payment date. If you have not received it we recommend that you check your spam filter. It is always the same account that you need to transfer to, so we recommend that you set up a recurring payment. You can also find the payment information in §4 in your contract.

    For questions regarding paying rent, please get in touch with us by sending an email at support@cphvillage.com

  • With reference to §1 in your rental contract (explained in guidelines section 1), you can sublease your apartment for up to 2 years if your absence is temporary and due to illness, studying abroad and similar reasons.

    Both you and the subleaser needs to be active students in the sublease period. Due to your roomie’s potential preferences, the subleaser needs to have the same gender as you. Alternatively you need to check with your roomie that another gender is okay. All sublease agreements need to be formalised in writing between you and the subleaser.

    Here is what you do: Fill out our sublease request form here

  • You can order an extra key with our janitor. Please create a ticket in the CPH Village app, to order the extra key.

    The cost is 500 kr.

  • When you move in, you get a label with your name on, that you can put on your mailbox.

    If you havn't got a label, please make a ticket below, and we will make you one right away 💥

Emergency

Do you have an emergency?

  • Emergencies include things such as:

    • Excessive water leakage such as a bursted water pipe.

    • Missing water in all of your apartment/building/Village.

    • Complete electricity shutdown in all of your apartment/building/Village (please check the electrical panel first).

    • Lack of hot water for more than 1 hour.

    • Missing heating in both your and your roomie’s radiator for more than 3 hours.

    -

    Please note that you will be responsible for the cost of repair if the problem is not an emergency problem (minimum DKK 2500).

  • These are some examples of what is NOT considered an emergency.

    • A blown bulb.

    • Your tap is dripping.

    • One power outlet is not working.

    • Your toilet keeps on flushing water.

    • Lukewarm water.

    • Missing heating in radiators for less than 3 hours*.

    Be aware that you will be responsible for the cost of repair if the problem is not an emergency problem (minimum DKK 2500).

    -

    *Radiators are set to provide 21 degrees in the room and will stop heating up slowly afterwards.

  • You should always contact CPH Village by creating a ticket through the CPH Village app first, so we can assess and solve the emergency.

    If we are not available or do not answer within a few hours and the acute problem persists, you can contact our external emergency contacts below.

  • Contact our emergency partners directly:

    Electricity issues (Ib Rasmussen): +45 35 81 82 87

    Heating issues - persistent lack of hot water/heating in radiators (Ib Rasmussen): +45 35 81 82 87

    Water leakage or plumbing issues (NH VVS): +45 40 71 31 03

  • Electricity issues (Ib Rasmussen): +45 35 81 82 87

    Heating issues - persistent lack of hot water/heating in radiators (Ib Rasmussen): +45 35 81 82 87

    Plumbing issues or water leakage related to plumbing (NH VVS): +45 40 71 31 03

  • Are you locked out of your apartment?

    CPH Village does not offer 24/7 service if you lock yourself out of your apartment. If this happens to you, outside office hours, you should contact a locksmith at your own expense.

    You must always call Binau Låse at 93404741 as they own the key system we use in CPH Village.

    If you don’t want to call a locksmith, you can submit a maintenance request, and we will do our best to assist you getting into your apartment on weekdays.


    Did you loose your key permanently?

    The cost for a replacement key is 750 kr. The expense will be charged with next months rent.

    To order a new key, please submit a maintenance request and copy/paste this sentence in, to let us know, that you understand the cost:

    “Yes, I want to order a new key at the cost of 750 kr.”


    Do you want to buy an extra key?

    The cost for an extra key is 500 kr. The expense will be charged with next months rent.

    To order an extra key key, please submit a maintenance request and copy/paste this sentence in, to let us know, that you understand the cost:

    “Yes, I want to order an extra key at the cost of 500 kr.”

  • In case of fire, break-ins or other non-apartment emergencies, call 112.

Moving in & out

Moving in?

  • The apartments are not furnished. All the apartments have electricity, heat from water-based radiators and water.

    You'll get a small fridge & freezer, sink, ventilation system, and a portable induction cooking top. You may install your own microwave oven, but this does not come by default.

    There is free WiFi in the Community Space, not in the apartments. Therefore, we recommend villagers to use their own mobile internet solution - there are a number of affordable subscriptions that include unlimited data.

  • The round white cover is loosened by turning it counterclockwise, after which it can be lifted from the ceiling.

    The wire from the lamp is passed through the hole in the white cover.

    The cable is un-insulated and mounted according to the following color combination. Red: M1. Blue: N.

    The cord is strain-relieved using the white clamp.

    The round white cover is mounted again over the lamp socket. Vacuuming can be done with a soft nozzle. Wiping can be done with a damp cloth.

  • If you identify existing damages in your apartment within the first 14 days, that were NOT covered during your “move-in inspection” (indflytningssyn) with CPH Village when you moved in, please complete the form below to share documentation with CPH Village.

    The purpose of doing this is to protect yourself from liability for damages that existed before you moved in when you move out of the apartment.

    You can find the Existing Damages form HERE!

  • There is free Wi-Fi in the Community Space, not in the apartments.

    Therefore, we recommend villagers to use their own mobile internet solution or share a router with their roomie.

    The name and password of the WiFi in the Community Spaces can be found physically in the Community Spaces.

Moving out?

Please note that you will receive more specific info about your move-out 1 month before your move-out inspection.

  • Your contract is terminated by filling out this form. Please use the same email as you signed up to CPH Village with.

  • Your move-out date is approximately 14 days before your contract is ending, as we need time to prepare the apartment for the next villager (see §11 Ad. §5 in your rental contract).

    You receive an email with the exact date for the move-out inspection where you hand in your keys and we go through the apartment together.

    What we look for

    We always compare the current state of your apartment with the state it was in when you moved in.

    We expect the entire apartment and your share of the hallway to be completely empty of items and furniture, and to be properly cleaned. The same goes for all interior (cooktop, extension cord and refrigerator needs to be intact and cleaned). We check the window frame, door and floor for deep scratches and look for marks, stains and scratches on the walls and ceiling, to assess whether the walls and ceiling will need a paint job. Finally, we expect that you hand in your house key(s) and mailbox key.

    If your walls need to be painted, we recommend that you leave it to our professional painter. It is allowed to try and paint the walls yourself, but it often ends as a worse result than before fixing, meaning that our painter will still need to come by.

    Paint for walls and ceiling Village Refshaleøen: B&J Care 5 white
    Paint for walls and ceiling Village Vesterbro, Amagerbro, Nørrebro: Flutex 5 Pro off-white

    Cleaning guide

    We expect that you clean the entire apartment thoroughly before the inspection. Therefore, we have included a checklist below.

    - Remove dust from window frame, walls and floor

    - Wash floor

    - Clean the walls for stains (for example caused by candlelights, food & drinks etc.)

    - Clean all surfaces including doorknobs, the shelf underneath the kitchen sink and the induction cooktop.

    - Clean the shelves in the refrigerator and freezer. Unplug the refrigerator (after defrosting the freezer) and leave both doors open, to avoid bad smell from bacterias.

    - Clean the area behind and underneath the refrigerator.

    - Deep clean the sink. Use vinegar or a similar product to descale the sink.

    - Descale the aerator (small filter at the end of the water tap).

    - Remove items or/and furniture from the shared spaces (both indoor and outdoor).

  • Your termination period, or the time between the contract termination and when the contract is over, is three months + the current month. Thus, you are responsible for paying rent for three whole months after sending your termination. These three months of rent are covered by your prepaid rent. You have to transfer for utilities in the termination period.

    Please note that you need to move out approximately 14 days before the end of the notice period, as CPH Village needs time to prepare your apartment for the next villager.

  • You are responsible for paying rent in the notice period. We will deduct the amount from the prepaid rent that you paid when you moved in to CPH Village. Remember, you still have to pay for utilities. This will be reflected in the payment invoices sent to you in the notice period.

  • You put down a security deposit of three months' rent when you moved in with us. The security deposit covers the costs of painting, cleaning and doing repairs to your apartment, if necessary. The amount will be deducted after the work in your apartment is completed. You’ll get the security deposit back within 14 days after the end of your notice period.

  • We expect that you clean the entire apartment thoroughly before the inspection. Therefore, we have included a checklist below.

    1. Remove dust from window frame, walls and floor

    2. Wash floor

    3. Clean the walls for stains (for example caused by candle lights, food & drinks etc.)

    4. Clean all surfaces including doorknobs, the shelf underneath the kitchen sink and the hot plate.

    5. Clean the shelves in the refrigerator and freezer. Unplug the refrigerator (after defrosting the freezer) and leave both doors open, to avoid bad smell from bacterias.

    6. Clean the area behind and underneath the refrigerator.

    7. Deep clean the sink. Use vinegar or a similar product to descale the sink.

    8. Descale the aerator (small filter at the end of the water tap).

    9. Wash the wall by the kitchen with water and soap.

    10. Remove items or/and furniture from the shared spaces (both indoor and outdoor). It is not allowed to leave bulky waste like damaged furniture in the waste sheds. You can dispose of your bulky waste by taking it to one of the city’s waste collection points.

    11. T.O. Only for Villagers moving from Village Refshaleøen: Use hot water and soap to clean the grey wall by the kitchen.

  • When moving out of CPH Village, it’s possible to sell or give away furniture to the new tenant of the apartment. It is not possible to get a handover deal accepted for only 1 small item (one shelf, curtain rod etc.). You always have to remove personal belongings, food, towels etc.

    Step 1:
    If both the new tenant and the current tenant are interested in getting in touch regarding handing over furniture, the CPH Village staff will make sure to connect you by email.

    Step 2:
    Download THIS FORM and fill out the info (this way you accept the terms of the handover).

    Step 3:
    When the form is filled out by both of you, send the form back to the CPH Village staff with the other tenant as CC on the mail. Then the deal is sealed 🎉

    TERMS OF THE HANDOVER

    When doing a handover deal, not only the furniture will be passed on, but also the entire order of the apartment. This means that under normal circumstances, the apartment isn't professionally cleaned and painted. In the future when the new villager moves out, the order of the apartment is their responsibility. So, when the new tenant confirms the agreement they also accept that any possible damages such as holes, wear and tear etc. on walls, floor, kitchen, window and the order of the shared hallway and bathroom, will be passed on.

    We always recommend that you visit the room or make a video call before signing a handover deal, to know exactly what condition and furniture you accept.

    Please beware that passing on furniture to the next tenant, doesn’t lower our expectations regarding cleaning of the apartment by the move-out inspection - it needs to look clean and neat. In special occasions where the level of cleaning is too low, CPH Village is still in its right to charge the tenant moving out for a professional cleaning at the move-out inspection.
    Please visit cphvillage.com/exit to prepare for your move-out inspection.

    Doing a handover deal does not change the dates of the planned move-out inspection or move-in inspection. This means that a handover deal does not make it possible to stay longer in the apartment or move in earlier. Among other things, this is due to the fact that our janitor team still needs to do their regular heating and ventilation check-ups etc. in the apartment during those days.

    The handover deal needs to be signed minimum 14 days before the move-out of the current tenant. Furthermore, the handover deal is only valid once the new tenant has paid their deposit and prepaid rent.

    We look forward to receiving an email from you.

Shared spaces

  • The Community Spaces are open to villagers and visitors. It's a space to connect, meet, share ideas and exchange things, study and host events. There are laundromats and community kitchens in all Villages.

    Each Village has it’s own ways and rules for Community Spaces, so check the CPH Village app for more info (Shared facilities).

    Remember, according to the Village Handbook you have to warn your neighbors at least 7 days before an event. If your event ends before 8 pm one day's notice is sufficient.

  • We want to make our Village a great place for studying and having fun. This means that we have special quiet hour rules for the exam seasons. Have a look down below!

    Along with your rental agreement you will receive a Village Handbook with rules and regulations. Check it out here.

    The short version is: Quiet hours are from 22.00-08.00 on weekdays and until midnight in the weekends. Villagers should be considerate of each other, so parties and music should be kept at respectful level and preferably communicated to neighbors and roomies in advance.

    During exams season (May-June and December-January), quiet hours are from 22.00-08.00 all days.

  • If you experience any issues with the laundromat please create a ticket in the CPH Village app.

    If you have questions about using the payment app, AirWallet, you can read their FAQ here.

  • At CPH Village we value co-living with space for everyone. This means that everyone should be able to lead an everyday life with space for fun and laughter while also respecting fellow villagers. In CPH Village you live very close to your neighbours and as much as it is a strength it can also be challenging. CPH Village encourages everyone to respect the quiet hours (see the Village Handbook) and follow the guidelines for dialogue with your neighbours down below.

    We have gathered some good advice inspired by recent research on how to handle situations where you experience that your neighbours are being too loud.

    Let them know: Don’t let irritation over noise from your neighbours grow too big.

    Initiate contact to your neighbours if you experience that they are being noisy. A conversation about noise levels shortly after you experienced it makes it more concrete and constructive. Conversations about noise from neighbours are rarely easy, but they are worth it. And they are the best way to let your neighbour understand what you are experiencing. If you create a good dialogue you can often find great solutions that work for you both.

    If your neighbour complains about you: Try to understand their perspective.

    Receiving a complaint or a request to lower the noise level from your neighbour can feel unpleasant. For most, the intuitive response is to act defensively, but the best solution is to try to understand your neighbour’s perspective. Ask questions about when and why the neighbour is bothered by your noise levels - this way the conversation becomes more concrete. Make sure to let your neighbour know that it is not your intention to bother them and show them that you want to find a solution that allows both of you to live your life the way you want.

    If it doesn’t work.. Seek help!

    Sometimes it can be difficult to have a constructive dialogue with your neighbour. Instead of making an official complaint about noise from your neighbours it can be useful to include a third part in your dialogue. The CPH Village Support Team is willing to help you with conflict resolution if you experience that your dialogue with your neighbour is going wrong. Contact us through the CPH Village app (“Assistant” - “Questions” - “Complaints”).

    If you choose to file a complaint, please read our complaint section clearly before you proceed.

  • Yes, we possibly can! At CPH Village we have designed a Community Creator Fund to help villagers launch initiatives that improve the community. We offer financial support, advice and sparring.

    Read more about the application for the Community Creator Fund in the CPH Village app.

  • The sauna on Refshaleøen is built, maintained and administrated by some cool villagers who have made a sauna club. The price for two hours in the sauna is 54 DKK and the sauna fits up to 6 people. You pay for the electricity, maintenance and cleaning of the sauna. The sauna club decides what to do with any surplus. For more information on how to use the sauna and book it, please find the facebook group: "VILLAGE REFSHALEØEN SAUNA CLUB" or write them an email on saunaklub.village@gmail.com. If you can't get hold of them, please feel free to contact CPH Village.

    Here is a guide on how to use Airwallet to pay for the sauna:

    Download Airwallet

    Open Airwallet

    Create a user

    Turn on Bluetooth and find available devices (Sauna) in your Bluetooth menu.

    Turn on the sauna. Choose 1 minute and pay 54 DKK - the oven will run for the next two hours. Be aware that you continuously need to turn on the oven manually by turning the button on the left side of the oven.

    The key to the sauna can be found in the key box next to the office (161F st.). The code to the key box can be required by contacting the sauna club.

Need help with something else?

Email: support@cphvillage.com

We answer emails regularly on weekdays between 9-16.

If you have an emergency problem during evenings, weekends, or holidays, then please read the emergency section