What we ask Vestide to do
Review access to the building
Inspect entrances, locks, intercoms and access control, and investigate how unauthorised people may be reaching communal areas.
Protect shared facilities
Assess bicycle storage and parcel-delivery arrangements, and identify practical measures to reduce theft and damage.
Tell residents what happens next
Repair identified defects and provide a written response explaining the investigation, proposed measures and timetable.
Full complaint to Vestide
Complaint version: 2026-10-05-v2
We, the undersigned residents of Aurora, submit this formal collective complaint concerning repeated incidents of theft, attempted theft and associated property damage within or around the building. Reported incidents include the disappearance of parcels and deliveries, attempted theft of bicycles, damage to bicycle locks and other property during apparent theft attempts, and concerns regarding unauthorised access and the security of common areas.
1. Nature of the complaint
This complaint is not based on a single isolated incident or a single type of property. Residents have reported parcels disappearing after delivery, including cases where delivery services indicated that a parcel had been delivered, photographed, handed over or signed for. Residents have also reported attempts to steal bicycles, including incidents in which bicycle locks were forced, broken, cut, damaged or otherwise tampered with. In some reported cases, the theft attempt failed but the lock was left damaged or unusable.
Residents have indicated that comparable incidents have occurred previously. The recurrence and variety of these incidents has created serious concern regarding access to the building, the security of common areas and bicycle-storage or parking areas, the handling of deliveries and the protection of residents’ property.
We ask Vestide to treat this as a broader building-security and liveability issue requiring investigation and a substantive response, rather than solely as separate parcel-delivery disputes or isolated incidents affecting individual residents.
2. Requested inspection
We request that Vestide inspect and assess, at minimum: exterior entrance doors and locks; whether doors reliably close and lock; intercom and access-control systems; whether unauthorised persons can reasonably enter resident areas; the security and accessibility of bicycle-storage and bicycle-parking areas; bicycle racks, anchoring points, doors, gates, locks and lighting; current parcel-delivery arrangements; areas where parcels are routinely deposited; and other physical, organisational or technical measures capable of reducing theft, attempted theft and associated property damage.
Where an entrance, lock, intercom, door-opening system or comparable common facility is defective, we ask Vestide to register and assess that issue separately as a maintenance defect and arrange appropriate inspection and repair.
For the avoidance of doubt, this complaint does not assume that theft by itself constitutes a legal defect in the rented accommodation. If a concrete defect in a building element or access-control facility is identified, the landlord’s obligations concerning defects under Dutch tenancy law may become relevant.
3. Camera surveillance and privacy
Some residents have proposed camera surveillance as one possible security measure. We do not demand CCTV as the sole or predetermined solution. We ask Vestide to assess it, where appropriate, alongside less intrusive and other proportionate measures.
Any camera surveillance must comply with the AVG/GDPR and applicable Dutch law, including necessity, proportionality and data-minimisation requirements. If Vestide considers camera surveillance inappropriate, disproportionate or unlawful at Aurora, we ask it to explain the basis for that conclusion and identify the alternative measures it proposes instead.
4. Requested action
We ask Vestide to formally register this collective complaint; identify the responsible employee or department; inspect the building’s physical and electronic access-control arrangements; review the documented incidents for recurring patterns; identify reasonable preventive measures; consider secure parcel-delivery arrangements and improved bicycle-security measures; assess lawful targeted security measures where appropriate; repair any identified defects for which Vestide is responsible; provide clear reporting instructions for future incidents; and provide a written explanation of the measures it intends to implement or reject and the reasons for those decisions.
5. Response requested
We request that this complaint be handled under Vestide’s formal complaints procedure and that residents receive a substantive written response and proposed course of action as soon as reasonably possible. If a complete response cannot yet be provided, we ask for an interim written response describing the investigation, the person responsible and the expected timetable.
6. Incident evidence and privacy
Residents may provide incident reports, delivery confirmations, correspondence with carriers, photographs, witness information, police references and other relevant evidence. Personal information should be handled confidentially and only insofar as reasonably necessary to investigate the incidents, comply with legal obligations, cooperate with competent authorities and communicate with affected residents.
7. Further procedure and escalation
Our preference is to resolve the matter constructively and directly with Vestide. If the complaint is not substantively addressed, or if identified defects or security problems within Vestide’s responsibility remain unresolved, residents reserve the right to use the appropriate further procedures. Depending on the issue, this may include Vestide/Woonbedrijf’s independent complaints committee, the Huurcommissie where it has jurisdiction, Huurteam Eindhoven or Juridisch Loket, the Municipality of Eindhoven, the police, or another competent supervisory or judicial authority.
This does not assert that every authority has jurisdiction over every aspect. The appropriate route depends on the facts and on the nature of any unresolved issue.
8. Collective request
The undersigned residents support this complaint and request that Vestide investigate and address the recurring security concerns described above. We ask Vestide to work with residents to identify practical, lawful and proportionate measures that reduce the risk of further theft, attempted theft and associated property damage and restore confidence in the security of the building and its common facilities.