This is Vera!

Vera is primarily there to assist our tenants. When other people call – such as companies, government agencies, or individuals who are not tenants – she can provide general information and direct them to the appropriate department.

We want to be more accessible to our tenants, including in the evenings and at weekends. With the help of Vera, we would also like to answer many of our tenants’ questions at the first point of contact so that our human colleagues have more time to deal with our tenants’ concerns quickly.

Vera started work on March 31, initially as a digital colleague working alongside her human colleagues. She is gradually learning the ropes and handling more and more incoming calls.

Vera is our digital Aassistant. She takes callsand can chat with tenants on our website. Vera can answer many questions and forwards our tenants’ concernsto the right place. This allows inquiries to be processed more quickly.

Vera takes phone calls on different phone lines, on which our tenants contact us (for example 030 213 0019 19). Tenants can also chat with Vera on our website velero.com.

It’s simple: Just talk to them the way you would talk to any other colleague. Explain what you need as clearly as possible, for example:
“I’d like to report a claim” or “I have a question about my pay stub.”

Vera understands your concern. If she cannot answer it directly, she will make sure it is forwarded to the appropriate department. The goal is to ensure your concern reaches the right place for resolution as quickly as possible. In some cases, she can also directly provide you with the appropriate contact person (e.g., the building manager or a relevant service provider).

Vera is the first point of contact for all concerns. If she cannot answer a question directly, Vera sends a message to her human colleagues so that they can deal with the matter. Vera can, for example, accept damage reports.

No, you can find information about currently available apartments directly on our website at https://www.velero.com/mieten/.

If you have specific questions regarding your tenancy, Vera can note your request for an appointment and forward it to the appropriate department, for example, to schedule an appointment related to your inquiry. If you are interested in an apartment, you can find information about the application and viewing process on our website at https://www.velero.com/mieten/.

At this time, Vera can only assist with general questions on this topic. If your inquiry concerns your specific situation, she will forward it to the appropriate department.

Vera can record and forward a damage report. If you would like to know the exact status of the claim later, you can obtain this information from the appropriate department.

Yes. Damage and repair requests can be reported via Vera. The report is then forwarded to the responsible department, for example the janitor service or a service provider.

In acute emergencies, Vera is not the right place to go. In situations such as fire, danger or medical emergency please select 110 (police) or 112 (fire department, rescue service). Vera can record and forward requests, but does not replace help in real emergencies.

Currently, Vera only speaks German. Soon, she will also be able to understand other languages to make initial contact easier. Our human staff will continue to handle inquiries in German only.