Top 10 questions Alterations and common repairs Booking amenities Community Service Fee Fire procedures and drills Garbage disposal Home and garden maintenance Household staff Insurance Location of the ECM Office Noise and disturbances Notice of Violation Parking Pest control Pets Renting out your property Reporting issues Miscellaneous These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community.Do you want to find out about hosting a party in one of the common areas? The first steps in making an alteration to your home? Or perhaps you’d like some information about pets? Scroll through and click on one of the questions / links to get an answer. Our top 10 questions are based on statistics taken from our Customer Contact Centre, so hopefully that’s the best place for you to start looking. How do I obtain a Move In Permit (MIP)? For all necessary information on obtaining an MIP, please refer to the MIP Factsheet. Where can I get access cards? Tenants are requested to submit the below documents to the ECM office: Proof of tenancy or ownership Valid UAE identification Payment in cash ECM office location: Ground floor, Car Park 2, Marina Walk, Dubai Marina View map here Please note, for those acting on behalf of a homeowner or tenant, an authorisation letter is also required. What is the window cleaning schedule for my tower? The window cleaning schedule for your tower is posted on the community noticeboards. For further information, you may write to us on firstname.lastname@example.org. Is there visitor parking available in my community? For information on the availability of visitor parking in your community, please contact your tower reception or the community security office. Kindly note that visitor parking is only for visitors; residents are requested to use their assigned parking bays only. How do I notify the community management about a cleaning or maintenance issue, or if there is any damage to the common areas? For urgent matters, please contact Community Security or call us on 800 EMAAR (36227). For non-urgent issues, the easiest way to tell us is to iREPORT it. Please refer to iREPORT and follow the four simple steps: Take a picture from your smartphone Attach your picture Mention the exact location (building / floor / street) Then email us at email@example.com with your comments Alternatively, please email us at firstname.lastname@example.org If the issue pertains to structural defects within your unit / premises, you may visit our Customer Care Department located at Emaar Square, Building 2, Ground Floor, in Downtown Dubai. For accidents or claims, please contact the local authorities by calling Dubai Municipality on 800 900 or +971 4 221 5555. I want to carry out some alterations to my property. Do I need to seek permission? Yes. Please log on to eservice.emaar.com and log your request. There is a maintenance issue within my unit. Whose responsibility is it to fix it? There is a Defects Liability Period (DLP) of one year from the handover of the property. If your unit is within DLP, please contact email@example.com. For all other issues, you may contact the service provider of your choice. You, as the homeowner, are responsible especially if the Defects Liability Period has already expired. What do I do if I receive a Notice of Violation? As mentioned in the Notice of Violation itself, you are required to comply within the time frame specified and ensure that the issue is not repeated in the future. You may also contact ECM on 800 EMAAR (36227) or email us at firstname.lastname@example.org for any clarification you might require. Do we have 24 hour security? Is there a 24 hour hotline number? Yes, the 24 hour hotline number is displayed on the community notice boards. I want to organise a party/barbecue in the common area/park of our community. Do I have to inform anyone? How can I do it? The park and other common amenities can be used on a first come first serve basis. When using them, kindly ensure the following: The activity does not cause disturbance or hinder the usage of the area for other residents The area is to be used in a careful, considerate manner (with no damage to foliage and / or community assets) The area is to be left clean after use The resident is responsible for the actions of his guests within the community The Community Rules are adhered to Should any complaints from residents be received and verified, security will request the activity to be stopped. Failure to comply will result in a Notice of Violation being issued. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. I want to carry out some alternations to my property. Do I need to seek permission? Yes. Please log on to eservice.emaar.com and log your request. Can I do anything I like with my balcony / terrace? Please refer to the Community Rules for more information on this matter. Can I make my own repairs to common property? No. Please contact ECM at email@example.com There is a burst pipe in my bathroom. Whose responsibility is it to fix it? You, as the homeowner, are responsible, unless the pipe services more than your unit, in which case the responsibility reverts back to the Owners Association. The water from the shower is not draining away. What shall I do? First, contact your maintenance company. In case the blockage proves to be in a common area drain line, contact ECM at firstname.lastname@example.org The electricity inside my unit has been cut off. Whose responsibility is it to fix it? Any cabling and switch equipment within your unit from and including the unit’s distribution board is the unit owner’s responsibility. The unit owner is also responsible for payment of their own electricity bill. The supply of electricity from the main line into the building to your unit is the responsibility of the Owners Association. Where does the money for repairs of common property come from? The repair costs and maintenance of common areas is paid for through the Community Service Fee. In cases of vandalism, the person responsible will be issued an NOV and charged for the rectification, if that person can be identified. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. How do I book a common amenity or facility (such as a Multifunction room, squash court or mini theatre)? To make a reservation, please contact us at email@example.com or your tower reception desk. I am planning to hold a party by our community pool. What are the conditions? Due to safety reasons the community swimming pools cannot be used as a venue for parties. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. How can I pay my Community Service Fee? There are various ways you can pay the Community Service Fee relating to your property: By cheque Online payment Emaar e-Service Visit our Credit Control Department at Emaar Square Bank transfer Auto Debit form What if people do not pay their Community Service Fees? Delayed / non-payment of the CSF can potentially deprive your community of the funds required to continue the supply of essential services such as common area maintenance, air-conditioning, security, street lighting and irrigation. CSF defaulter awareness campaigns as well as the suspension of non-essential services have proved useful measures in boosting the collection of outstanding dues. In some cases, a debt recovery agency has been appointed to supplement ECM's actions. Approvals for unit sales and alterations are also restricted until the outstanding Community Service Fees have been paid. Why levy a Late Payment Fee? As stated in the Sales and Purchase Agreement, payment of the CSF in full and on time is the obligation of every homeowner. Failure to comply will result in the levy of a Late Payment Fee (LPF). Delayed / non-payment of the CSF can potentially deprive your community of the funds required to continue the supply of essential services and whilst we make financial provisions to cover every contingency, timely payment of the CSF is vital to uphold the high standard of living you expect in your community. Therefore, we will charge 1% per month on any amount overdue after the CSF Invoice date as a deterrent for homeowners who might default on their payments. We would like to add that all Late Payment Fee collections are reflected as income for their respective communities and go into the community account. What are the components of the Community Service Fee (CSF)? The CSF is each owner’s annual contribution towards his / her share of the common expenditure of the community. The CSF rate is determined based on the estimated annual expenditure of the community for the operation and maintenance of the common property as well as its share towards the Master Community. The Community Service Fee consists of the following four components: General Fund Capital Reserve Fund Special Levy Master Community Levy General Fund The General Fund consists of the day to day operating and administrative expenses used to maintain your community, whether you live in an apartment or villa. Operational expenses include, but are not limited to, the maintenance, utility costs and management of the following: Common areas including infrastructure, landscaping / irrigation and water features; general as well as specialised cleaning; pest control; and civil works such as painting, tiling, masonry and carpentry Air supply / distribution components for common areas and private units Common area lighting, which includes streets, walkways, corridors, façade, aircraft warning lights as well as intelligent and central emergency lighting systems Common and shared recreational areas such as gyms, squash courts and swimming pools Elevators Garbage chutes and waste collection Firefighting equipment as well as fire detection and control systems / networks High and low voltage systems and networks (including earthing and protection systems) Generators and associated facilities Domestic water and supply systems / networks Mechanical, Electrical and Plumbing assets (MEP) Signage – its design, manufacture and placement within the community Access control systems Building Management Systems (BMS) Building Maintenance Units (BMU) Community security and control rooms Periodic upgrades and / or replacements of non-capital equipment and consumables Monitoring / supervision personnel including swimming pool lifeguards and security staff Mailbox service Compliance with statutory requirements and / or related internal policies, which includes water quality testing and monitoring, cleaning, security, waste management, insurance, noise levels, swimming pools, lifting equipment (elevators, BMU), firefighting and control systems (devices and equipment), pest control and management Administrative expenses include, but are not limited to, the maintenance, utility costs and management of the following: Community events and awareness campaigns Communication charges such as printing, SMS and postage Statutory fees and permits Legal and professional fees Common area insurance Management costs Auditor’s fees Bank charges Capital Reserve Fund The Capital Reserve Fund has been established for the costs incurred in the repair and replacement of capital items no longer under warranty. Examples of this would be replacement of the chillers or access barriers. It is vitally important to have a robust fund to guarantee not only the smooth running of the community but also ensures that property values are maintained well into the future. Special Levy The Special Levy is a one-off charge for items not in the design or those not covered under the General Fund. Master Community Levy A Master Community Levy is charged to each community and other non-residential entities, for example: schools, clubs and retail areas within a Master Community. This charge forms part of your CSF and covers items such as sewage treatment plants, maintenance of the Master Community infrastructure including roads, bridges, underground services, storm drains, sewage lines and pavements. In other words, the Master Community Levy goes towards maintenance of areas that are not part of any particular community but are common to the Master Community and shared by all. What does a Community Service Fee Invoice look like? Here is an example of a typical Community Service Fee Invoice. Why do we need to have a Capital Reserve Fund? All buildings need to be maintained regularly in order to retain their value and prevent minor damage and deterioration developing into major problems. As per Clause 52, Part 8, Finances, of the Direction for Association Constitution, issued in accordance with Law no 27 of 2007, concerning Jointly Owned Properties in the Emirate of Dubai, an Owners Association must establish a General Fund and a Reserve Fund. The Capital Reserve Fund has been established to cover the costs incurred in the repair and replacement of the community’s capital assets. It is vitally important to have a robust fund to guarantee not only the smooth running of the community but also to ensure that property values are maintained well into the future. How is the Community Service Fee calculated? Our budgeting team considers the following aspects when calculating the Community Service Fee (CSF): Historical expenses We evaluate actual expense trends from the previous year based on individual cost items. Depending upon the operational plan, we decide whether or not to include them again in the following year’s budget. In addition, our hands-on experience from daily site operations gives further insight into various aspects of accurate budgeting and cost savings. Resource allocation on site We periodically review resources on site to find ways of improving performance by employing new technology and operational methods based on international best practices. This continuing development in the management of our resources has a substantial and positive effect on the budget. Service provider contracts By regularly reviewing service provider contracts, we can evaluate key areas of improvement such as performance and cost savings. This helps us to determine future budgets and predict expenses. Capital asset evaluation (maintenance, repair and replacements) Capital assets that are no longer under manufacturer’s warranty are regularly reviewed for major maintenance or replacement. Essential equipment, such as sewage pumping stations and / or similar items, supports the overall infrastructure of the community. So we make allowance in our budget for the upkeep of these items, thus ensuring the community has sufficient funds available during times of emergency and / or when replacements are required. Provision for doubtful debts This amount allows for the setting aside of a small portion of CSF collections as provision in case certain receivables are required to be written off in the future. This practice conforms to the basic accounting principle of Conservatism and this step is taken to strengthen the financial position of the community. Surplus / deficit adjustment from previous years Finally, any surpluses or deficits from previous years are brought into consideration during the determination of the CSF rate for the current year. This allows us to maintain funds at an optimum level to cater for every eventuality and serve the community to the highest standards. Does the community ever generate its own money? Throughout the course of the year, your community generates an income by way of a variety of channels. This helps us to reduce overall costs to you. These sources of income include: Late Payment Fees In line with directions from RERA, a Late Payment Fee (LPF) of 1% per month is charged on any amount overdue after the CSF Invoice due date. The LPF is a deterrent for Homeowners who delay or default on their CSF payments and also serves to offset any interest payments to be made by the community by borrowing, due to shortage of funds. Access cards The access cards used by residents to enter their community or the parking areas are provided to homeowners at a small cost and the income generated from these is credited to the community’s account. Marketing and Distribution Permit Fees The community is often the target of marketing for many small and medium-sized businesses. To ensure that only legitimate businesses gain access to the community to promote their goods and services, we regulate activity with the provision of a permit that allows the distribution of promotional material. An administration fee of AED 500 per application is collected as income to the community. Notices of Violation / vandalism penalties To ensure adherence to community rules and architectural codes, Notices of Violation are issued along with penalties to those who fail to comply. Private contractors are also given Notices of Violation if they breach any community rule or carry out activities that contravene their entry permits. Vandalism is a serious offence, and persons who vandalise community property are penalised and reported to the local law enforcement authorities. Funds from such penalties form part of the income to the community. Miscellaneous income The Miscellaneous Fund is income generated from other avenues such as interest earned on call accounts, bounced cheque charges and revenue from Community Market Days. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. What do I do in case of a fire? Emergency exits Familiarise yourself, your family and staff members, with the emergency escape routes when you first move into your building; always know at least two ways out Directional signs to emergency exits are illuminated and will remain illuminated for some time Evacuation DON'T PANIC Follow the instructions of the building and area Wardens at all times during an emergency If the evacuation alarm sounds, or if instructed to do so by a Warden, leave the building by the nearest and safest fire exit route All doors should be closed (but not locked) upon leaving Do not return to collect belongings DO NOT USE THE LIFTS Walk quickly and calmly to the designated assembly area for your building or as advised by a Warden or Fire and Rescue Services personnel Remain at the assembly area (in groups) until instructed to leave by a Warden or Fire and Rescue Services personnel Do not re-enter the building until informed that it is safe to do so by a Warden or Fire and Rescue Services personnel Do not enter a building that is still sounding the fire alarm Check that all persons known to be in the building at the time have reached the assembly point – if anyone is missing, report it immediately to Security, Building Management, or Dubai Civil Defence (DCD) personnel on site Aides to the disabled People with disabilities, who may need assistance during an evacuation, are required to notify the Facility Management / Building Security of their condition – they will then be assigned an aide to assist them during an evacuation In the event of an evacuation, disabled persons should be escorted to the nearest stairwell and must wait until all other evacuees have left the floor Wheelchairs should not be allowed in the stairwell until all persons have evacuated the floor, unless there is an area of refuge large enough to easily accommodate them Once the area is clear, the aide and the person requiring assistance can move into the stairwell and wait for further assistance from Emergency Personnel Assembly Points ‘Assembly Points’ are located at a safe distance from the building and are intended for evacuees to gather and remain safely until further instructions are provided Please contact your tower concierge or community security, who will advise you of the nearest fire assembly points for your tower Action to be taken upon discovering a real fire If a real fire is discovered (including during a fire drill), activate the nearest manual alarm call point Shout a warning to alert those close by Evacuate as per the guidelines previously described Rescue and medical duties DCD will conduct all rescue and medical duties Do not move the injured person and keep him / her laying down, covered and warm Your information To enable us to contact you in case of an emergency, and support the evacuation of disabled persons from the building, please provide us with a completed Occupant Information Form, if you have not already done so, by clicking on the link; alternatively, you can write to us at firstname.lastname@example.org or call 800 EMAAR (36227) – the information you supply will be held in full confidence General maintenance Periodic maintenance and inspection procedures are in place for fire detection and firefighting equipment – but you can assist in ensuring that the systems and equipment used to detect fire, fight fire and support evacuations are maintained in good working order – if you notice any damage and / or signs of tampering with any of the equipment, blocked emergency exit paths or if any of the fire doors are not closing properly, please report it immediately to email@example.com or call us on 800 EMAAR (36227) Please do not store any materials or household items in the common areas, including stairways, fire cabinets, apartment floor lobbies or escape routes; report any violations to firstname.lastname@example.org Smoke detectors, heat detectors and sprinkler heads within apartments are checked and tested periodically: You will be advised when access to your apartment is required for this purpose so please co-operate when requested If you believe you have a faulty detector or sprinkler head, kindly report this immediately to email@example.com or 800 EMAAR (36227) Why conduct a fire drill? As per DCD requirements, each year Evacuation Drills must be conducted to test all safety systems and to ensure residents are aware of the safety and evacuation procedures in case of an emergency. How long will the drill take? It is expected that the drill will take approximately 30 minutes barring any incidents that might occur during the proceedings. Can I just stay in my apartment during the drill? No. As per DCD guidelines, the drill should simulate a real life situation that requires a full evacuation. What happens if I am sick in bed, have small children or am disabled? To enable us to contact you in case of an emergency, as well as support the evacuation of disabled persons from the building, please include these details in your Occupant Information Form. We will treat any information you provide as confidential. By which route will I need to evacuate the buildings? There are stairwells in all towers as well as corridors that lead to a safe place outside the building. You will need to use these stairs, as the elevators will be shut down during the drill. When you exit the stairs, please move as quickly as possible to the assembly point. How do I recognise the people who are responsible for managing the drill – such as the Fire Marshal? Fire Marshals will be wearing fluorescent safety jackets. What will happen with the retail area (if applicable)? The retail units will also participate in the drill. How will I know that the drill is over and that I can go back to my unit? You will be informed by the Fire Marshal at the assembly point, once the drill is complete. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. How do I dispose of household trash? Please ensure that it is sealed securely in a bag before putting it down the garbage chute. Then check the chute door is properly shut so residents can dispose of their rubbish on other floors. Under no circumstances should hot cooking oil or lit cigarettes, ashes, matches or candles be thrown down the chute, as any of these items could start a fire. If your domestic helper disposes of your garbage, please make sure that he or she is also aware of the correct way to use the chute. Please do not leave items of oversized waste in the garbage chute room, instead make your own arrangements to dispose of this type of waste. I have some old furniture that I would like to get rid of. It is far too big to fit into my garbage bin. What can I do? Please do not leave items of oversized waste in the garbage chute room, instead make your own arrangements to dispose of this type of waste by contacting any reputable waste collection service provider. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. I’ve hired an AC service provider for an annual inspection and maintenance. Can the workers enter the community undisturbed? Yes, service providers are allowed to enter the premises of the community on the condition that they comply with the Community Rules. I want to use the garden area outside my unit just for myself. Can I do this? No, the common property may not be used permanently by any individual. Can I do anything I like to my balcony / terrace? For more information on this, please refer to the Alterations Factsheet. The trunks of the trees outside of my unit encroach on my property. Can I trim them myself? If the tree is on the common area, we will instruct our landscaping service provider to prune the overgrown branches. However, if the issue is pertaining to your neighbours’ property, we can issue them a notice to request they prune the overgrown tree. Please contact firstname.lastname@example.org Can I allow my shrubs and trees to grow as much as they can, provided they do not encroach onto my neighbour’s property? The shrubs and trees within your property must be maintained as per the Community Rules. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. Can I hire a member of staff on a part or full time basis? All members of your household staff must be sponsored by you or must be hired through a professional agency. For more information please refer to the Household staff factsheet. How can I obtain an Entry Permit for my maid? Please contact your community security office. I would like to hire a gardener working on the community park to look after my plants. Can I do this? No. Gardeners working in common areas are not allowed to provide services to private units. I would like to hire a part time / full time maid on a regular basis who is on someone else’s sponsorship. Can this person be issued with an Entry Permit to the community? No. Entry permits will be only be issued for maids under the sponsorship of unit owners or tenants. As per local law, a person can only work for you as maid or another household staff member, if he / she is sponsored by you OR if you hire the services of an individual through a reputable agency. You cannot employ a person on someone else’s sponsorship, even if they obtain an NOC from their sponsor. This is illegal and you could be fined up to AED 100,000 by the local authorities. I have friends in other communities and would like to visit them occasionally. Do I need to obtain an Entry Permit to enter other communities? No. You do not need to obtain an Entry Permit to enter other communities, as you are considered a visitor. I want to work in units other than my sponsor’s on a part time basis. Can I do so? No. According to local law, it is illegal to work for anyone other than the household that sponsors you. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. What insurance should the Owners Association maintain? As required by Jointly Owned Property Law regulations and directions, the Owners Association must maintain a minimum level of insurance. This includes: Property insurance Public liability Fidelity guarantee Board members’ liability Your building is insured for accidental, physical loss and damage or destruction to the property. The perils covered include but are not limited to fire, lightning, aircraft damage, explosion, earthquake, riot, strike, malicious damage, storm, flood as well as bursting or overflowing of water apparatus / tanks / pipes. Cover is also extended to include the cost of rent for alternative accommodation, in addition to public liability for injury to third parties for loss of or damage to third party property. Finally, we have you covered against political violence. Your building is insured against loss or damage liability for injury to third parties or for loss of or damage to third party property by an act or series of acts of sabotage and terrorism, malicious damage, riots, strikes, civil commotion, invasion, acts of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolution, coup d’état, insurrection or mutiny and war. Important: Coverage excludes loss or damage to homeowner's / tenant's personal belongings, including modifications made on fittings that were not originally provided as part of the unit. Do I have to insure the contents of my unit? It is highly recommended that you take out adequate insurance on the contents of your unit, including any modifications made to the original unit, for example Park Flooring. The insurance maintained by the Owners Association only covers the structure of the building. Therefore, contents such as your furniture, electrical appliances, curtains and carpets, would not be covered. Homeowners can suffer significant losses when their personal property is not insured if there is a fire, unexpected events, natural calamities, water damage or even accidental damage. So please make sure you protect your home and belongings against the unexpected, with a simple, straightforward Contents Insurance policy. Insuring household contents can be done easily by opting for a home insurance plan – applying for one is simple. Often all you need to do is complete a proposal form including your name, location of the property and the sum you wish to insure your home for – usually insurance companies offer guidelines for this and you can add up the value of the contents of your home for a comparison too. We encourage you to contact any local insurance company, broker or bank that offers home Contents Insurance. Please refer to the Community Rules. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. Where is the ECM office that serves my community located? Marina Walk office Ground floor, Car Park 2, Marina Walk, Dubai Marina Open from Sunday to Thursday, from 8:00am – 5:30pm View map here These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. Someone is making a lot of noise and it’s disturbing me. How do I get them to stop? You may contact Community Security 24 hours a day or involve the local authorities for further escalation – call Dubai Police on 999. My neighbour’s dogs bark loudly during the early hours of the morning and despite many verbal requests, this problem has not been resolved. What else can I do? You may contact Community Security 24 hours a day or involve the local authorities, for further escalation – call Dubai Police on 999. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. What is a Notice of Violation? A Notice of Violation is a formal citation that a Community Rule or permit condition has been violated. There are financial penalties too, which vary according to the severity of the violation. For further details about Notices of Violation and the penalties attached to them, please see Notice of Violation and penalties. What do I do if I receive a Notice of Violation? As mentioned in the Notice of Violation, you are required to comply within the time frame specified and ensure that the issue is not repeated in the future. You may also contact ECM on 800 EMAAR (36227) or email us at email@example.com for any clarification you might require. What happens to the money I pay as a fine? The fine you pay is treated as community income and is credited to the community accounts. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. What do I do if my access card is lost/damaged/not working? Email firstname.lastname@example.org or call 800 EMAAR I have more cars than the allowed car parking allocation. Can I request an additional parking space and access card? No, you need to make your own arrangements to park your additional cars. They should not be parked in the visitors’ parking area. You may contact Emaar on 800 EMAAR (36227) to enquire as to whether a car parking space is available for sale. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. What should I do in case of a pest infestation? We recommend that you engage in a contract with a Dubai Municipality registered Pest Control vendor to conduct regular pest control treatment within your unit. Pests in the common areas are taken care of by the Pest Control service provider appointed by the community. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. I want to get a dog. Do I need permission from the Owners Association? As a resident, you are allowed to keep pets in your unit but you must comply with the Community Rules in addition to Dubai Municipality Regulations. If I don’t remove my pet’s waste myself, what will you do? A Notice of Violation will be issued to violators who do not clean up after their pets as this issue affects the hygiene and cleanliness of the community. Repeated offences may carry a fine. Are there any pets that are not allowed? You are not permitted to keep any animals in your home that are not deemed ‘household pets’. Examples of these are: poultry, cows, goats, sheep, horses, swine or wild animals. Please refer to the Community Rules, for more information or contact Dubai Municipality on 800 900 for the list of pets that are allowed in residential communities. My neighbour’s dog barks loudly during the early hours of the morning and despite many verbal requests, this problem has not been resolved. What else can I do? You may contact Community Security, 24 hours a day or involve the local authorities for further escalation – call Dubai Police on 999. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. I have rented out my unit. Do I have to inform anybody about new tenants inhabiting my property? Your community has an established Move In / Out policy. The objectives of this policy are to ensure: Current contact information for all occupants is kept up to date We have the necessary information to assist residents with special requirements, in cases of emergency evacuation To ensure that any damage to the common areas is recorded and dealt with promptly A smooth move into / out of the community for homeowners / tenants If moving into / out of the community, you must provide a completed Property Move In Form, at least five business days before the scheduled move. You may download the form from the Forms section. Additionally, to ensure that our records are kept up to date with your current information, we request that you kindly complete the Occupant Information Form and send it to ECM, along with the required documents. It is important that we have your contact details to reach you in the event of: Emergency situations such as fire, flood or earthquake Water leaks pertaining to your unit Activation of fire alarms from within your unit Smoke detector maintenance to be carried out within your unit Parking issues Can I rent out my apartment for short stays? No, the minimum lease must be for a term of six months, in line with the Community Rules and the Sales & Purchase Agreement for your unit. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. How do I notify the community management about a cleaning or maintenance issue, or if there is any damage to the common areas? For urgent matters, please contact Community Security or call us on 800 EMAAR (36227). For non-urgent issues, the easiest way to tell us is to iREPORT it. Please refer to iREPORT and follow the four simple steps: Take a picture from your smartphone Attach your picture Mention the exact location (building / floor / street) Then email us at email@example.com with your comments Alternatively, please email us at firstname.lastname@example.org If the issue pertains to structural defects within your unit / premises, you may visit our Customer Care Department located at Emaar Square, Building 2, Ground Floor, in Downtown Dubai. For accidents or claims, please contact the local authorities by calling Dubai Municipality on 800 900 or +971 4 221 5555. What if the damage was accidental rather than caused by negligence? Is there a difference in whose responsibility it is? The Owners Association must repair common property and a homeowner must repair their unit, whether the damage was accidental or negligent. If someone else damages your property, then like any damages claim, you may take action to recover the cost of repairs from that person. In the event the common property is damaged, the person responsible will be charged for the rectification, if the person is identified. These FAQs have been put together to provide a quick reference for some of the most common topics you might be interested in knowing about your community. I would like to commend a member of your staff. How can I do this? We love when you tell us that you feel a member of our staff is worthy of your praise, whether it be a service provider, Community Co-ordinator, Association Manager, cleaner or landscaper. Please email us at email@example.com and tell us about it! How do I find out about storage facilities available to rent in my community? Please email us at firstname.lastname@example.org for information on this. Do we have 24 hour security? Is there a 24 hour hotline number? Yes, the 24 hour hotline number is displayed on the community notice boards. Can I use the common area notice board? No, it is solely for the use of the Community Management team to display information relevant to the community. Can I install light decorations during festivals / holidays? Yes. You may have decorative lights in your home for a period of up to 10 days on either side of the festival / holiday, but nothing that creates a visible glare from outside the property. For more information, please refer to the Community Rules. Can I install ‘For Rent’ signage in the visible areas of my property? No. This is a violation of the Community Rules.