Where would you like to stay?

Frequently asked questions

Got a question? We have listed some of our most requently asked questions here to help.  If you can’t find what you are looking for, please call us so that we can help you find a solution.

Tenants - Renting an Apartment

Found an apartment you like and want to see it in person? One of our Sales Consultants will be more than happy to provide you with a viewing.

You can contact them by phone: +32 (0)2 705 05 21 or by email: sales@bbf.be

Unable to come in person?

Our Sales Consultants can still provide you with a personalised tour 'virtually'.  Please let us know if you would like a virtual tour. 

Once you have decided on the apartment that is right for you, our Sales Team will provide you with a copy of the contract and ask you to provide the following items to secure your apartment. 

BBF Serviced Apartment:

  • A copy of your passport or ID
  • Signed contract (this must be in French or Dutch, English is not accepted as it is not an official language of Belgium)
  • Proof of employment / income  (upon request)
  • Deposit and first invoice payment

BBF Residential Apartment:

In addition to the information requested for our serviced apartments, for residential lettings, you will also be required to provide evidence of 3 consecutive months of paid employment within the last 6 months.

 

Once your contract is signed and the requested information and payments have been made our Sales Consultants will be in touch via email to introduce you to your dedicated Service Advisor.

They will be your personal point of contact and they will be able to assist you with any enquiries you have for the duration of your stay at BBF Serviced Apartments.   They will also provide you with all relevant check-in information.

BBF Serviced Apartment:

Instructions on how to make these payments are included in the email the Sales consultant will send you with the contract. 

The most convenient way to make payments is online via either:

  1. Bank Transfer - BBF's bank account details for the transfer are listed on the invoice. 
  2. Through your MyBBF Logins - Login to your My BBF account and you will see on the homepage options to pay via card electronically online. 

 BBF Residential Apartment:

Your rent deposit is paid into a third party account hosted by Korfine.  They hold onto the deposit and only return it when both parties sign a form at the end of the contract.

You don't need to worry about paper and pens when signing with BBF, as many of our tenants are living abroad when they book with us.

We will email you a copy of your contract for your signature and you can simply scan and return the document to us via email. 

Make sure that you do bring the original signed contract with you when you arrive in Belgium in case an original in required at any stage. 

BBF Serviced Apartment:

Once you have completed and returned the necessary documents and payments for your apartment your Service Consultant will introduce you to your personal Service Advisor. 

They will provide you with a welcome email that informs you of your check-in date and time and how  to collect your apartment keys. 

Keys can be collected either in personal from our office during office hours or from our secure safes located in our buildings.

 BBF Residential Apartment:

XXXXX

BBF Serviced Apartment:

No worries! BBF Serviced Apartments offer secure lock boxes in almost every building.  Therefore, if you are arriving outside of our office hours and cannot collect your keys in person, you will be provided with a secure code to our lock boxes so that you can collect the keys and access your apartment. 

 

BBF Residential Apartment:

XXXXX

BBF Serviced Apartment:

As our Serviced Apartments offer short, medium and long term stays, therefore a full rental condition report is not provided. 

Before you enter your apartment, your Service Advisor will personally visit the apartment to ensure that it is ready for your arrival and will take photographs of the current state of the apartment. So no stress, there won't be any surprise charges at the end of your stay.

However, we do encourage all tenants to ensure that they take their own photographs on entry to the apartment to ensure that all parties are happy at check-out.   

BBF Residential Apartment:

XXXXX

Furnishings: Comfortable furniture. Wooden or carpet floors.

Connectivity: WIFI connection and cable television. A videophone entry system. An individual thermostat to regulate heating.

Kitchen: Fully equipped, including a microwave oven, stovetop, refrigerator and a full set of cookware, tableware, glassware, and utensils.

Bathroom: Stylish with shower and, in select units, a bath.  A eco-friendly toiletries starter pack. 

Linens: Towels and bed linens are provided and changed every two weeks. 

Bedroom: A double bed and wardrobe, comforters and pillows provided, although you are free to bring your own.

Extras: Some apartments have a balcony, a washing machine, and tumble dryer.

Communal Washers: There is a communal laundry room in the basement of almost every BBF property.

BBF Apartments offers serviced and residential apartments, furnished and unfurnished.  Additional services such as cleaning and linens will depend on your individual contract, so please check your contract for more details on the services that you requested. 

 If you would like to request additional or more frequent cleaning services, this can easily be arranged by contacting your personal Service Advisor. 

Our dedicated technical staff are available to tend to any problems or repairs in your apartment and/or the common areas.

BBF Apartments are mostly located in Brussels or Antwerp, but we will be opening new residences in Ghent soon, so keep watching this space!

BBF also has partner providers located all over the world, so if you are interested in staying with one of our partner apartments listed on our website, please contact our Sales Consultants and they will be able to assist. 

Unfortunately, we cannot accept pets in our apartments due to hygiene and security reasons.

Your building and apartment are insured for fire and related risks, and for electrical and water damage. Your personal belongings, however, are not covered by the landlord’s insurance policy.

To insure against damage to your personal property, we advise you purchase a separate insurance.

No, smoking is strictly prohibited in all apartments and in all common areas of the building. Most apartments have a balcony, allowing tenants direct access outside to smoke.

Most of our properties feature an underground car park. Parking spaces can be booked together with your apartment or separately.

Please reach out to our Sales Consultants for availability and pricing.

 
 

Most of our properties are accessible for guests with reduced mobility. Our Sales Consultants will be glad to assist you in finding an apartment that best suits your accessibility needs.

You are free to invite people to your apartment. Out of courtesy to other tenants, we request all tenants to respect quite hours, which are designated between 10pm and 8am.

We ask all guests to carefully read the general information and courtesy rules provided in BBF Rental Manual and posted throughout BBF properties. This ensures an enjoyable stay for everyone.

If you have requested a BBF Serviced Apartment with cleaning services, yes, these are provided and will be changed every two weeks during regular cleaning services.

Internet connection is included in all rental packages for our Serviced Apartments.

LAN cables and WIFI routers are provided in some apartments. Though standard hotspot WIFI is regularly available in most of our buildings. 

A provision for water, electricity, heating, free internet, fortnightly cleaning services, bath and bed linen, technical assistance, cable TV, apartment/building insurance (not personal content insurance), central waste pickup and administration services are all included in the rental price.

We advise to book your apartment a minimum of 2 weeks in advance. However, in some cases, it is possible to book an apartment just a single day in advance.

For our properties outside of Brussels there is no minimum length of stay. 

In Brussels however, the local laws states that a minimum stay is 3 months, otherwise it is classed as 'tourism' and additional taxes and charges are applied.

However BBF does also offer accommodation options with less than 20min train ride to central Brussels, for more information please see Zilverhof Residence.

Tenants - During Your Stay

The most convenient way to make payments is online via either:

  1. Bank Transfer - BBF's bank account details for the transfer are listed on your invoice. 
  2. Through your MyBBF Logins - Login to your My BBF account and you will see on the homepage options to pay via card electronically online. 

My BBF is the tenant portal for our Serviced Apartment tenants.  It allows you to be able to create maintenance requests, pay your rent and provide you with useful information and updates from the BBF Apartments Team. 

BBF Serviced Apartment:

When your contract was first created you would have received an automatic email from our booking request system inviting you to join and create your My BBF Logins. 

BBF Residential Apartment:

XXXXX

At BBF Apartments we hold a zero tolerance to arrears as we have a responsibility not only to our tenants, but also to our investors who partner with us.  To ensure that you do not receive arrears calls, texts or visits ensure that you make your payment at least 24 hours prior to the due date stated on your invoice. 

If you need to update your personal information and contact details, please call or email your personal Service Advisor and they will be able to update this for you in our systems. 

BBF Serviced Apartment:

Non-Urgent Requests:
To report any maintenance related problems in your apartment or building, please log into your My BBF portal, click on Support and ‘Technical Assistance’.  It will take you to a form to submit your request that will be immediately sent to our in-house maintenance team. 

Urgent Requests:
If you have an urgent request (leak, power outage, flood etc.) please lodge your request only through My BBF and call your personal Service Advisor as soon as possible so that they are aware of your request and escalate as needed. 

Urgent Requests (Outside office hours):
If you require an ambulance, police or fire services, please call them directly on 112. 
Otherwise, please call our BBF out of hours emergency number that is provided in your check-in email or available in My BBF in our Rental Manual.

BBF Residential Apartment:

XXXXX

If you aren’t home, no stress, our maintenance technicians will still be able to attend.  When they arrive, they will knock on your door to check to see if you are there, otherwise they will get to work fixing or repairing the request that you made. 

BBF Serviced Apartment:

Requesting maintenance for your apartment is free, it is part of our service provision and you will not receive a call out fee. 

The only time that you will be charged for services rendered is when the damage or issues is caused by ill-use or deliberate damages or changes to the apartment. 

For example, if BBF Maintenance is called to your apartment to unblocked a drain; the first time is always free, as this may have been caused by build up from a previous tenant.  However, if the drains become blocked again, this is usually caused by improper use of the drains allowing food, oil or hair to clog it.  Therefore, if this occurs, charges may be passed onto the tenant. 

Residential Apartments:

Maintenance and repairs are not included in our residential apartment contracts, however if you would like to have this service included, please contact your personal Service Advisor to see if it is available for your property. 

If you have lodged a maintenance request with BBF we will do our best to ensure it is fixed as quickly as possible.  With all jobs we do have a ‘priority’ system, because that any jobs that are urgent or high risk are attended to first.  Therefore, if you have placed a maintenance request for a low urgency job, please note that there may be delays if it is a busy period. 

If you are concerned about your request however, please make sure to reach out to your personal Service Advisor so that they can check on this for you. 

BBF’s cleaning services are only included in our Serviced Apartments package, if this was not included in your contract, you will not automatically receive this service.  However, if you are interested in receiving BBF’s cleaning services as part of your contract please contact your personal Service Advisor for more information. 

At BBF, we have over 1700 apartments across Belgium.  As a result, our cleaning schedule can vary from week to week.  Therefore, unfortunately we are not able to provide an exact date and time that the cleaning team will be visiting your apartment. 

Not to worry though, like magical wizards, our trusty cleaners are able to clean the apartment whilst you are at work, so you don’t need to worry about being at home to let them in.  When they arrive, they will knock on your door to check to see if you are there, otherwise they will get to work refreshing your apartment and providing new linens so you can come home to crisp sheets and fluffy towels!

At BBF, we have over 1700 apartments across Belgium.  As a result, our cleaning schedule can vary from week to week.  Therefore, if you have previously seen the cleaner visit on a Monday and it’s now Wednesday and they haven’t arrived? No worries, they will turn up during the set week. 

If for some reason something has gone a miss and you haven’t seen them that week, please contact your personal Service Advisor, they will be able to check on your behalf. 

Once you signed your contract with BBF you would have been introduced to your personal Service Advisor via email from our Sales Team. 

If you have forgotten their email address please email info@bbf.be and they will pass on your message. 

If you wish to make changes to your contract you will need to contact your personal Service Advisor and they will be able to assist you with your enquiry. 

BBF Serviced Apartment:

You can extend your contract at any time during your tenancy, simply send an email to your personal Service Advisor and they will update the contract information. 

BBF Residential Apartment:

XXXXX

BBF Serviced Apartment:

If it has occurred during business hours you can contact your personal Service Advisor to see if we can provide you with BBF’s keys to let you back into your apartment.  Please note, if you are provided with BBF’s keys you will need to return them to BBF within 24 hours.

If you have locked yourself out of your apartment after hours, you can call our out of hours emergency line (available in your BBF Rental Manual on My.BBF.be) and our emergency call staff will be able to let you back into the apartment.  Please note, you will be charged 50EUR for this service. 

If you have lost your keys;

For security reasons the lock itself will need to be replaced.  This will be done by our technicians and charges can vary depending on the type of lock.    

BBF Residential Apartment:

XXXXX

Needs to be answered by lawyer possible? - Raquel & Joel.

At BBF, we are committed to providing you with the best residential experience as possible.  However if you do wish to make a complaint of any nature, please contact your personal Service Advisor via phone or email so that they can address any concerns that you may have. 

Yes,  we do have fold out beds available for temporary guests.  Please ask your personal Service Advisor for this service. 

Beds are available for a one-time fee of €50 and include bed linens and towels for a maximum of one month. 

If your guest is staying for longer than this period, we suggest contacting your personal Service Advisor to request an upgrade to an apartment with an additional bedroom. 

Yes, although this will depend on the terms of your lease and the availability of the other apartments. 

Tenants - Ending Your Stay

BBF Serviced Apartment:

If you want to end your tenancy when your current contract ends, we ask that you provide two weeks written notice in an email to your personal Service Advisor. 

    

BBF Residential Apartment:

XXXXX

BBF Serviced Apartment:

Once you have informed your personal Service Advisor of the termination of your contract they will update this in the system for you.  They will also send you an email that provides you with instruction relating to:

  • Your final rent payment to settle all outstanding rent and any outstanding invoices (if applicable)
  • Where to return your keys
  • The checkout inspection process
  • The return of your deposit

We ask that you please ensure that the following things are done prior to your departure:

  • Make-good any items that you may have moved or changed during your stay in the apartment
  • Empty the apartment of all personal belongings (clothes, bags, toiletries etc).
  • Remove any rubbish from the apartment
  • Empty the refrigerator, turn it off and leave the door open to allow it to defrost

We also recommend that you take your own check-out photographs of the apartment prior to your departure.  This way you have check-in and check-out photographs available in case there is any discrepancy in apartment standards at your departure. 

On the date that you contract ends, we ask that you vacate the apartment by 11am.   

BBF Residential Apartment:

XXXXX

BBF Serviced Apartment:

If you wish to be present at your check-out inspection, please ask your personal Service Advisor at least 1 week before your check-out date.  Notice is required as the inspection is not completed by our Service Team but by a Property Inspector with a set schedule for inspections, therefore unfortunately we cannot guarantee a joint check-out will be possible. 

That’s why we recommend to all tenants to take their own photographs of the state of the apartment at both check-in and check-out for their own reference. 

BBF Residential Apartment:

XXXXX

BBF Serviced Apartment:

Once you have notified your personal Service Advisor of your decision to end the contract they will send you an email with check-out instructions attached, including details of where to leave your key.

 

If you cannot find your email though, do you remember where you collected your keys from at the beginning of your stay?  Normally that is where you will also return them. Most BBF buildings have a secure returns box in the entrance, that is located near or below the key safe where you collected your keys, this is where you will be asked to return them. 

 

To access, you simply pull on the handle, place the keys on the tray and close it again.  This will allow the keys to drop down into the collection box. 

 

BBF Residential Apartment:

XXXXX

BBF Serviced Apartment:

We strive to have your stay finalised and deposit amount refunded to our tenants within 14 business days of your final date of occupancy. 

 

Please note though, that if the check-out report shows that the property was not returned in the same state that it was rented, this may prolong the period of time it takes for BBF to be able to finalise your tenancy and refund all or part of your bond. 

 

BBF Residential Apartment:

XXXXX

BBF Serviced Apartment:

Once you have checked out of your apartment the check-out inspection normally occurs within 48hrs of departure.  This report is then sent through to your personal Service Advisor for review.  If there are any damages or missing items from the apartment, your Service Advisor will be in contact with you to notify of the items and relevant charges. 

 

Typically, deposits are refunded within 14 business days.  For specific details please refer to ‘How long will it take to return my deposit?’

BBF Residential Apartment:

XXXXX

BBF Serviced Apartment:

Check-out time is at 11am.  If you need an extension for whatever reason, please contact your personal Service Advisor to see if this is possible. 

BBF Residential Apartment:

XXXXX

BBF Serviced Apartment:

The most convenient way to make payments is online via:

  1. Bank Transfer - BBF's bank account details for the transfer are listed on your invoice. 
  2. Through your MyBBF Logins - Login to your My BBF account and you will see on the homepage options to pay via card electronically online. 

Please note that if there is any damages or missing items in the apartment at the time of check-out, these items will simply be deducted from your deposit.  Therefore you will not need to pay this invoice unless the amount is higher than your deposit provided, in that case additional charges may apply.

BBF Residential Apartment:

XXXXX

Investors - Getting Started

BBF started in the early 90s as the rental operating branch of what is now called Candor. The growth of the European institutions, the expansion of NATO member states and the emergence of more and more project workers and consultants in multinational companies created a need for flexible accommodation with services.

Candor and BBF both belong to the same family of shareholders. BBF is the only in-house operator. The other operations such as hotels and student housing are run by external partners.

Yes, our license number is BIV 201416

Yes, BBF does work with independent property owners.  If you are interested in finding out if your property is the right fit with our services, please send an email to info@bbf.be

BBF Apartments is a full-service property management service for investors.  We offer our investors a choice of investment opportunities, from Serviced Apartments to Residential unfurnished options to allow them the flexibility and choice in their financial returns. 

 

We also provide additional services to our owners including:

  • Low cost annual maintenance fee for free call-outs to your apartment
  • On-demand service from your dedicated Service Advisor
  • Receiving your rent faster with daily rental income payments to our owners (not monthly)

BBF Apartments are mostly located in Belgium’s capital city, Brussels.  However we also offer investment opportunities in Antwerp and soon, Ghent.  If you are interested in finding out more about these opportunities please visit the Candor website. 

At BBF we endeavour to provide peace of mind for our owner investors.  That’s why we charge a small fee once a year (120EUR per apartment) that ensures our technicians will attend any maintenance request or repair made by your tenant without any call-out fee to yourself. 

 

The only time you will receive an invoice is when repairs or items in the apartment require spare parts or replacement due to age or general wear and tear.

 

If there is any damage or repairs required due to the misuse or breakage from the tenant, the tenant is responsible for paying for the invoice.    

 

JOEL: NOT SURE OF CONTENT... If you like to be a more ‘hands-off’ investor, to make your life easier, you can pre-authorise BBF to act on maintenance or repairs up to a maximum amount without needing to seek your approval.  What is our current threshold for approval for owners? Is it set?

BBF has multiple office locations serving our investors and tenants all over Brussels.  For a full list of our locations and opening hours please visit the ‘Contact Us’ page on our website.

We have dedicated Service Teams who are there to look after our investors and their tenants.  Depending on where your apartment is located you will be looked after by either our BBF East or BBF West Service Team Members. 

 

When you sign your mandate to work with BBF, you will be introduced to your Service Team, so there is always someone you can call if you have any questions about your investment. 

BBF manages solely apartments, which means that we have more than 25 years of expertise in the unique needs and requirements for apartments and cooperation with syndics. 

It also gives us an advantage in being able to provide additional tailored services to your tenants like cleaning and maintenance. 

Our standard agreements with owners is for 5 years, after which time it can be renewed. 

To find out more details about working with BBF please contact at info@bbf.be

Absolutely.  We will be happy to meet you in person to discuss the rental of your apartment investment.  You can make a personal appointment by filling in the form on our ‘Contact Us’ page.   

Investors - Leasing

FEEDBACK NEEDED: (note from Steph) I’ve seen this on a few sites now, looks really interesting – this is where you pay an upfront ‘cost’ for your leasing package.  From my understanding, we currently do all of this for them for free?

STANDARD

  • Professional photography of the apartment
  • Listings on all major immo websites
  • Property inspection reports (chapps)
  • 3D property tour of your property

PREMIUM

  • Premium advertising on the immo pages
  • Digitally enhanced images (edited)digital virtual staging
  • Signboard outside the apartment

Again, something I’ve seen a lot of – mention of owners providing their own professional photos or paying to have BBF organise it for them.  Not BBF doing it for them for free.   

If your own photos were taken by a professional, meet our standard and you have the high resolution files in either JPEG or PNG format – absolutely! If they don’t meet these requirements we’ll send on of our professionals to make sure your property looks its best when advertised for lease online. 

BBF Serviced Apartment:

BBF Serviced Apartments are not only listed on our website, social media channels, but also on over twenty 3rd party platforms. 

BBF also is actively involved in Belgium’s international networks, with memberships in many international groups and chambers of commerce.  Our Sales Team regularly attending networking events to keep contact and meet the needs of our Belgium’s growing international community.  We also have working relationships with many international companies and their partnering relocation firms. 

BBF Residential Apartment:

XXXXX

As many of our tenants in our serviced apartments are international guests who stay for different time periods, we ensure to screen all of our tenants by ensuring that no contract is approved unless they have provided: 

  • Clear identification (A copy of their passport or ID)
  • Proof of employment / income  (upon request)
  • Deposit and first invoice payment

For our residential apartments, in addition to the information requested for our serviced apartments, for residential lettings, you will also be required to provide evidence of 3 consecutive months of paid employment within the last 6 months.

When you first decide to rent with BBF, we will organise for our professional cleaning team to come in and provide a full cleaning service so that your apartment is ready to rent to your first tenant. 

Once your apartment has been rented for the first time, every cleaning after that is the responsibility of the tenant and will be charged to them as part of their first monthly invoice. 

If you wish to clean and prepare the apartment yourself, this is also an option available. 

Investors - Maintenance

BBF Serviced Apartment:

Non-Urgent Requests:
To report any maintenance related problems a tenant can log into their My BBF portal and lodge a maintenance request online.  This will be immediately sent to our in-house maintenance team. 

Urgent Requests:
If a tenant has an urgent request (leak, power outage, flood etc.) they lodge a request My BBF (this allows us to notify the maintenance team quickly), as well as to call their personal Service Advisor so they can escalate as needed. 

Urgent Requests (Outside office hours):
If a tenant needs urgent assistance outside of BBF’s office hours we have  out of hours emergency number available 24/7 that allows them to get help quickly.

BBF Residential Apartment:

XXXXX

At BBF we endeavour to provide peace of mind for our owner investors.  That’s why we charge a small fee once a year (120EUR per apartment) that ensures our technicians will attend any maintenance request or repair made by your tenant without any call-out fee to yourself. 

 

The only time you will receive an invoice is when repairs or items in the apartment require spare parts or replacement due to age or general wear and tear.

 

If there is any damage or repairs required due to the misuse or breakage from the tenant, the tenant is responsible for paying for the invoice.    

 

If you like to be a more ‘hands-off’ investor, to make your life easier, you can pre-authorise BBF to act on maintenance or repairs up to a maximum amount without needing to seek your approval.  QUESTION TO ANSWER: What is our current threshold for approval for owners? Is it set?

Absolutely.  When you join BBF and sign your mandate you can nominate how much you wish to pre-authorise BBF to act up to.  This can be as little as 100EUR or up to the preferred limit you would like to set.

JOEL TO ANSWER

LEON TO ANSWER

LEON TO ANSWER

If you any questions about your apartment, please contact your BBF Service Team, even if they aren't able to help you, they will know who to contact to ensure that you have your question answered quickly.

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