How can we help you?

Is maintenance included in my contract?

The comprehensive service provided to all our tenants also includes ordinary and extraordinary maintenance work, which is covered in the tenancy agreement and provided by a team of our DoveVivo technicians and professionals.
The only maintenance work excluded from your contract is that which becomes necessary as a result of your negligence, neglect or misuse of any of the fixtures we provide. But even in these situations, our technicians will attend for an extra charge to be quantified retrospectively based on the extent of reported damage.

What do I need to do to ask for maintenance support?

All maintenance requests, whatever the type, must be reported through the DoveVivo App through the "Services" section.
For each type of problem, we already provide you with procedures that you can carry out independently and without any specific expertise, in order to speed up the resolution (just click on the red question mark on the right of the selected problem).
If it is not possible to solve the problem on your own, we ask you to make preliminary checks and take pictures to help us better understand the entity of the problem and to intervene as quickly as possible.
If you need assistance for urgent reasons during the closing hours of your DoveVivo office, you can contact us at the number +39 02 36697390 active for emergencies 24 hours a day.

How can I be updated on the progress of my maintenance request?

You can monitor your maintenance request in the DoveVivo app by visiting the "Services" section and clicking on "Report summary". The states you can find are as follows:
- Processing: the request has been sent and is waiting to be taken over by our team
- Planning: the request, if correctly correlated with photos/videos and detailed information, is submitted to the maintenance department which will proceed to organise the intervention
- Appointment: the maintenance department has organised the technician's appointment
- Report closed: the intervention has been correctly carried out and concluded.

Whom should I contact if I have an emergency and the office is closed?

In case you need our Customer Care for a real emergency that occurs out of opening hours of DoveVivo offices, you can still get in touch with us by calling the number +39 02 36697390 active 24/24h and promptly report the problem.
What do we mean by "emergencies"?
- problems with the habitation's and/or the rooms' entrance lock(s) which prevent entry/exit
- lost key(s)
- broken boiler
- gas leak
- power cut
- blocked drains/toilet
- flooding and leaks
- fire
The cost of the intervention will be borne by DoveVivo except in case of interventions not included in the above list (or not related to the safety and safety of tenants).

Why do I see a maintenance charge on the invoice?

Maintenance work is charged for only in case of negligence, neglect, malicious acts or misuse of the apartment's facilities. Charges will vary depending on the amount of damage. For further details on charges, please refer to the cost table in the DoveVivo App, section "Services" at the bottom right by clicking on "Service prices". Any case not listed in the table will be assessed individually.