The customer portal

What is the customer portal for?

The customer portal lets you reach your property manager at any time – no waiting on the phone and no paper:

• Submit a request: report damage, ask a question or make a complaint, ideally with photos. You follow its progress just like tracking a parcel. See Submit a request.
• Retrieve documents: statements, minutes, certificates and letters that your property manager shares with you. See Documents.
• See your balance: whether your account is settled or an amount is outstanding. See Balance.
• Report a meter reading: with a photo, when your property manager asks for a reading. See Report a meter reading.
• Appointments, notices and noticeboard: meter readings, servicing, meetings, and notices and faults in your building. See Appointments and notices.
• Community: as an apartment owner, the meetings, written resolution procedures and resolutions of your community. See Community.
• Surveys: your opinion on questions about your building when your property manager invites you to take part in a survey. See Surveys.
• Report a change of tenant: as an owner who lets out a flat, tell your property manager about a new tenant or a move-out. See Report a change of tenant.
• Contact and emergency service: phone number, email address and office hours of your property manager, your contact persons and the emergency service numbers. See Contact, emergency service and legal information.
• Contact details and consents: suggest changes and decide whether your property manager may write to you by email. See Contact details and consents.
• Voucher audit: only if your community of apartment owners (Wohnungseigentümergemeinschaft) has invited you as an auditor (for example as a member of the committee). See Voucher audit.
• Your properties: as an owner whose flats or buildings your property manager lets, the managed properties and the released reports. See Your properties.

The data in the portal comes from your property manager's system. What your property manager records there is always what counts – the portal shows only the part of it that is meant for you.

The home page

At the very top you can see which property manager you are signed in with and in which role (for example tenant or owner). Next to it, Submit a request lets you write to your property manager directly, and Meter reading lets you report a meter reading. Below that – depending on what there is for you – you will find:

• the What needs to be done? box, see below,
• current notices and faults in your building,
• your flat with its address and your contact person at your property manager (with phone number and email address),
• Emergency? – tapping it shows the emergency service numbers for your building, also outside office hours,
• Upcoming appointments in your flat and your building,
• your balance,
• your latest requests with their status and the newest documents; All takes you to the full list in each case.

What needs to be done?

If there is something to do, the What needs to be done? box appears at the top – for example a query from your property manager about a request, a meter reading that should be submitted by a certain date, new documents, a declaration in a written resolution procedure, a survey still waiting for your answer, an owners' meeting in the next three weeks (until you have granted a proxy) or an ongoing voucher audit you have been invited to. Tapping a line takes you straight to the right place. Once everything is done, the box disappears. What is listed here is also what triggers a reminder – if your property manager has not accepted an answer, it appears here again.

Before moving out or with a rent increase, the following are added: consent to the rent increase, photos of your flat for your property manager and a handover of the flat in the next 30 days.

The menu

On a computer or tablet the menu is at the top; on a mobile phone it is a bar along the bottom with Overview, Requests, Documents and More. Under More you will find Appointments and notices, Noticeboard, Report a meter reading, Balance and Contact and emergency service – as well as Surveys and Report a change of tenant if they are available to you. On a mobile phone, Community and Voucher audit are also there.

At the top right, the Help button opens this guide, the i icon opens the info menu and the person icon opens the account menu – that is also where you sign out. Your property manager's Legal notice, Data protection and Terms of use are also at the bottom of every page.

Your properties

If your property manager lets flats or buildings for you (rental management or management of individually owned units, Sondereigentumsverwaltung), the home page shows the managed properties with their address under Your properties, for each mandate. You will find monthly and annual reports, statements and other documents under Documents as soon as your property manager releases them. You can ask questions with Submit a request – without specifying a flat.

If this is your only role in the portal (client), there are no tenant or owner functions such as meter readings, account balance, appointments, notice board or community for you. The portal does not show bank or accounting data; you receive evaluations as a report from your property manager.

Using it as an app

You can put the customer portal on your home screen like an app – no app store needed:

• iPhone/iPad (Safari): tap Share, then Add to Home Screen.
• Android (Chrome): in the menu (three dots), choose Install app or Add to Home screen.
• Computer (Chrome, Edge): click the Install icon in the address bar.

The portal then opens in its own window without an address bar, and you can turn on push notifications. Without an internet connection it shows a notice instead of an error page; your data is not stored on the device.

Data protection

The portal stores only what it needs for these tasks: your account (name, email address, passkeys), your accesses and a copy of the data shared with you. There are no bank details or individual postings in the portal – the only exception is the vouchers that invited auditors see in the voucher audit. Documents and photos are stored in encrypted form. The portal deletes what it no longer needs by itself: your photos and attachments 90 days after your property manager has received them, and your reports after a little over a year – what your property manager records is what counts in any case. Your property manager is responsible for your data; their privacy notice is under Data protection. The easiest way to ask about it is through a request.

If you consent to a rent increase in the portal, the time, how you signed in, the device (in the app), the IP address and the browser identifier are also sent to your property manager as evidence.

Cookies and browser storage

The portal sets only the cookies it cannot work without – no cookies for advertising, statistics or analysis. No consent is needed for this (§ 25 Abs. 2 Nr. 2 TDDDG):

The browser also remembers, for as long as the window is open, whether the help is open. As an app (see above), the portal stores the offline page, the design and the logo on the device – no personal data.

Push notifications

If you turn on push notifications, they are sent through the push service of your browser or device – depending on the browser, from Google, Apple, Mozilla or Microsoft. This service learns only that there is a notification for your device; the content is encrypted and contains no details anyway. In the Custavis app, push notifications are sent in encrypted form through the “Custavis Push” service run by the maker of Custavis and through the push service of your phone; only your device can read them. If push notifications are not turned on, the portal does not contact these services.

Version information and licences

The i icon at the top takes you to Help and guides, the portal's Version information, the Release notes and the Open-source components the portal is built on – with versions and licences. Below them are your property manager's Legal notice, Data protection and Terms of use, see Legal information. All files for the browser (scripts, font, icons) come from the portal itself; the pages load nothing from other servers. Only push notifications, if turned on, go through the push services of the browsers and devices, see Push notifications.

Accessibility

The portal is meant to be easy for everyone to use – including with a keyboard, a screen reader, magnification or in dark mode. The aim is conformance level AA of the Web Content Accessibility Guidelines (WCAG 2.2).

• Keyboard: You can reach every function with Tab and Enter. Skip to content is the first link on every page, F1 opens the help and Esc closes it.
• Screen readers: Input fields are labelled, messages are read out, and after an error when submitting, the focus moves to the message.
• Drop-down lists (for example for documents) only take effect with the Show button – the page does not change as soon as you make a selection.

Known limitations:

• Documents provided by your property manager (for example statements as PDFs) are not always accessible.
• Photos in requests have no image description; only the file name is read out.

If you come across a barrier, please write to your property manager through a request – ideally stating the page and what did not work.

Status of this information: self-assessment by the manufacturer dated 15 October 2026 (Portal 1.6).

Release notes

The portal is improved all the time. After an update, the What’s new? notice appears once at the top. It disappears as soon as you open the release notes or close it with the ×.

You can find all previous versions via the i icon at the top › Release notes. The newest comes first; use the arrow buttons, the arrow keys ← → or the selection in the middle with Show to go back to older versions. Each version describes what is new, what has been improved and what has been fixed.