Page Category: FAQs

Yes, we can. However, the temporary maid must be sponsored by a registered labour supply company. Refer to the household staff fact sheet for more details on hiring your household staff.

Yes. You must ensure all members of your household staff are sponsored by you or that they are hired through a professional agency. According to 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. Refer to the household staff fact sheet for more information.

Please complete the household staff registration form and submit to the community security office or ECM office.

No. Gardeners working in the common area may not work inside private villas. You may directly contact any authorised landscaping maintenance service provider in good standing and with a valid entry permit to work in Dubai Hills Estate.Before you do so, please refer to the list of unauthorised service providers below:
• Mona Landscaping LLC
• Shadow Landscaping LLC
• Dreams Flowers Company LLC
• Happy Garden Landscaping LLC
• Springs Collection Trading LLC
• Green Weather Landscaping LLC
• Sindh Green Landscaping LLC
• Three Flower Landscaping LLC
• Imdad Ali Landscape Gardening LLC
Refer to the landscaping fact sheet for more information.

Your husband does not need to be issued with an entry permit pass as he is considered a guest of the resident. Please note that maids’ husbands are not allowed to work inside the community.

No. You do not need to obtain an entry permit to enter other communities as you are considered a visitor. However, please note that you must carry with you ID card issued by your community at all times when you are out.

No. According to local law, it is illegal to work for anyone other than the household that sponsors you.

Yes. Your employer (the resident) is required to provide the following documents while applying for your husband’s entry permit:
• Two passport sized photographs
• A copy of his valid passport and visa page
• A copy of a valid labour cardPlease note that maids’ husbands are not allowed to work inside the community.

Yes, service providers are allowed to enter the premises of the community on the condition that they comply with the community rules.

Contact alterations@emaar.ae for details of paint codes.

No, you do not need to seek permission.

Yes. Please log on to eservice.emaar.com and log your request.

If the trees are common property, it is the responsibility of the community manager. However, if they are within your garden, you are responsible for their maintenance whether you are the owner or tenant.

No, the common property may not be used permanently by any individual.

For any changes to your villa or back garden, you must first seek permission from Emaar. Please log on to eservice.emaar.com and log your request. All trees must be planted at least 1.5 metres away from villa boundary walls and Conocarpus lancifolius (Damas) trees are NOT permitted.

If the tree is in the common area, we will instruct our landscaping service provider to prune the overgrown branch. However, if the issue is pertaining to your neighbours’ property, we recommend you speak to them to request their gardener trims the plants.If you need assistance, contact ECM at communities@ecm.ae and we can issue them a notice to request they prune the overgrown plant(s).

The shrubs and trees within your property must be maintained as per the community rules.

Your gardener is responsible for collecting and properly disposing of landscaping waste and debris from your garden and this should be included in your private maintenance contract. However, small quantities of landscaping waste, neatly bundled and placed inside your garbage bin, will be collected with household waste.

If the shrubs are in the common area, they are under the jurisdiction of the community manager and are maintained by the appointed landscaping team. These plants must be trimmed to a specific standard to protect the overall design and aesthetics of the community.

The shrubs and trees planted in the common area belong to the community manager as a whole and no changes may be made by individual owners. This protects the overall design and aesthetics of the community.

All common area trees are under the jurisdiction of the community manager and the overall landscaping design and aesthetics must be preserved, therefore removal is not possible. However, any encroaching branches will be trimmed and the trees will be maintained as per the approved standard.

Many of the trees in the community periodically shed leaves and/or flowers throughout the year as part of their natural growth cycle. All common area trees are under the jurisdiction of the community manager and the overall landscaping design and aesthetics must be preserved, therefore removal is not possible. However, any encroaching branches will be trimmed.

Yes! We hear and see horror story after horror story from residents who’ve faced major problems caused by Damas trees. The trees are not at all suitable for use in villa gardens and we encourage you to replace them with suitable replacements.

The trees in Dubai Hills Estate are periodically treated with a copper sulfate-based fungicide targeting fungal infections. This is neither paint, nor permanent, and the coating will wear away with time.

Please report the leak and approximate location to our team by contacting 800 EMAAR (36227).

Deciduous trees, those which shed their leaves annually, are unusual in Dubai, and as a result, our hotline lights up with inquiries each spring as the Delonix regia trees in community streetscapes turn bare. The trees are not dying; they are simply shedding their leaves.Once the warmer weather hits, they will burst into flame-coloured blossoms before re-growing their leaves. Many of the other trees used in the streetscape become yellow-ish and partially shed their leaves this time of year as well – this is normal too, and if you look closely you will see new leaf growth.

For villas, please ensure that household waste is properly stored in the designated bins until collection. Our waste collection service provider will collect rubbish from your property as per the waste collection schedule.
For apartments, garbage must be disposed of through the general waste chute located on each floor.

Residents are responsible for putting their own bins out, bringing them in, and keeping them clean. Please refer to the community rules for more information.

It is your responsibility to replace your bin. You may contact Dulsco Waste Management Services on 04 340 4660.

We are pleased to inform you that as part of a sustainability initiative, a recycling programme is already present in your community. Through this, we have introduced recycling bins for all homes – at no additional cost.For apartments, a recycling chute is available at every level in the waste disposal room next to the general waste chute. For villas, recyclable waste may be disposed of the recycling collection bin next to the general waste bin.

Your gardener is responsible for collecting and properly disposing of landscaping waste and debris from your garden and this should be included in your private maintenance contract. However, small quantities of landscaping waste, neatly bundled and placed inside your garbage bin, will be collected with household waste.

Waste collection services are occasionally discontinued if there are outstanding community service fees for your account. If you have not settled all fees in full, this may be the reason your waste is not collected. Please contact us at communities@ecm.ae or call us on 800 EMAAR (36227) for details on your account or to enquire further.

There are various ways you can pay the community service fee relating to your property:
• By credit card or cheque
• Self-service kiosk at customer happiness centre in Emaar Square, building 2
• Online payment
• Emaar E-Service
• Credit control department in Emaar Square
• Bank transfer

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.
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.
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. This charge forms part of your CSF and covers items such as sewage treatment plants and maintenance of the master community infrastructure.
For more details, visit the community service fee section.

All communities 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 fundThe 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 asphalt repair, replacement of pumps, play equipment, palm trees and other assets. It is vitally important to have a robust fund to guarantee not only the smooth running of the community but this also ensures property values are maintained well into the future.

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.
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.
Service provider contracts
By regularly reviewing service provider contracts, we can evaluate key areas of improvement such as performance and cost savings.
Capital asset evaluation (maintenance, repair and replacements)
Capital assets that are no longer under the manufacturer’s warranty are regularly reviewed for major maintenance or replacement.
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.
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.

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: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 1000 (plus VAT) 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 vandalize community property are penalized 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.

If you have not received your community service fee invoice then you are required to update your email and phone numbers urgently by visiting eservice.emaar.com
Effective 2016, invoices for community service charges are not being sent by post but only via email.

Delayed/non-payment of the CSF has the potential to 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 such as access cards and waste collection have proved useful measures in boosting the collection of outstanding dues. In some cases, a debt recovery agency has been appointed to supplement our actions. The community can also restrict certain approvals for unit sales and alterations until the outstanding community service fees have been paid.

No. Please contact ECM at 800 EMAAR (36227).

Any alteration to the villa has to be approved by Emaar. Please log onto your community portal and select ‘Home Modifications’ from the sidebar to apply for an NOC. 

Please refer to the community rules for more information on this matter.

You, as the homeowner, are responsible for necessary repair and replacement of the DEWA meter cabinets serving the villa, to ensure community aesthetics are maintained.

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 the payment of their own electricity bill. The supply of electricity from the mainline into the building to your unit is the responsibility of the community manager.

For urgent matters, please contact community security on 056 404 5792 (Sidra 1, Mulberry, Acacia) or 056 206 9842 (Hills Grove, Hills View, Parkways, Fairways, Maple). For non-urgent issues, the easiest way to tell us is to call us on 800 EMAAR (36227).

Yes. Please log onto your community portal and select ‘Home Modifications’ from the sidebar to apply for an NOC. Any alteration to the villa has to be approved by Emaar. Please contact 800 EMAAR (36227) for further details and to begin the necessary approval process.

Fencing on boundary walls (approved and as per design) is the responsibility of the villa owner and must be properly maintained and kept in good condition at all times.

Owners are responsible for the maintenance of villa boundary walls with the exception of the surfaces of outward-facing villa boundary walls, which form part of the common area of the community and are maintained by the community manager. However, structural issues such as repair and reinstatement of walls broken and cracks caused by Damas trees within private gardens are the responsibility of the owner to bring the wall back to its original condition as per design.

Yes. Please log onto your community portal and select ‘Home Modifications’ from the sidebar to apply for an NOC. Any alteration to the villa has to be approved by Emaar. Please contact 800 EMAAR (36227) for further details and to begin the necessary approval process.

Changes to the exterior of the villa are not permitted nor can lights be installed on top of or on the community facing side of villa boundary walls. For further information, please check the community rules, clause 6.2.2

For urgent matters, please contact community security on 056 404 5792 (Sidra 1, Mulberry, Acacia) or 056 206 9842 (Hills Grove, Hills View, Parkways, Fairways, Maple).  For non-urgent issues, the easiest way to tell us is to call us on 800 EMAAR (36227).

Owners are responsible for proper home maintenance including the carport area. Most often, subsiding interlock in villa carports is a sign of an underground water leak or maybe the result of degradation caused by excessive water usage during car washing. We recommend you appoint a service provider to investigate and rectify the issue at the earliest. Refer to the car washing flyer for more information.

Yes. You must ensure all members of your household staff are sponsored by you or that they are hired through a professional agency. According to local law, a person can only work for you as a 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 a NOC from their sponsor. This is illegal and you could be fined up to AED 100,000 by the local authorities. Refer to the household staff factsheet for more information.

You may contact our service provider, Dulsco Waste Management on 04 340 4660. Refer to the garbage collection schedule for more details.

We request you to maintain caution when washing your carport or vehicles and please do not use excessive amounts of water – all hoses must have a cut-off valve. Please also limit the use of harsh or corrosive cleaning agents as they play a major role in causing damage to the roads and pathways as well as being harmful to the environment.No water run-off should be observed from your property into the common area—whether from washing your car, carport, or terrace area. If you do clean your carport or car, please sweep up any dust, sand, or dirt from the area first and dispose of it in your dustbin before you begin washing (staff should use a bucket and cloth to wash cars or a broom to clean carports and terraces).
Under no circumstances may your vehicle be washed in the common area of the community. Refer to the car washing guidelines for more details.

Yes, there is a 24/7 security helpdesk available at Dubai Hills Estate. For any concerns, you may contact community security on 056 404 5792 (Sidra 1, Mulberry, Acacia) or 056 206 9842 (Hills Grove, Hills View, Parkways, Fairways, Maple).

Please refer to the community rules, which state that private functions of no more than eight guests can be held at the park nearest to the unit of the homeowner/resident hosting the event. For larger numbers of guests, residents must first obtain permission from the community manager.Please email communities@ecm.ae to tell us details of the date, time, venue, and the number of guests. We encourage you to contact ECM at least one week in advance of your intended event. While planning your gathering please note that there are no electrical power outlets in any of our community parks.
Kindly note that we are unable to exclusively reserve any area of the community for parties or gatherings. Please adhere to the following guidelines when enjoying the common area facilities:
• Please do not conduct any activities that may disturb other residents.
• Do not use inflatable play items or any equipment that requires the use of power extensions.
• The serving of alcohol or related items is prohibited at all times.
• Children (under 16 years of age) must be under adult(s) supervision at all times – neither ECM nor the service provider will be liable for any unfortunate accidents or claims.
• The area should be cleaned and all personal belongings/party materials/items removed.
• You will also be liable to pay for any damage to the premises and a notice of violation may be issued.
• Neither ECM nor our service provider will be held responsible for the loss of any personal effects.
• Parking on pavements, gardens, or any lawn area, and anywhere that obstructs a pedestrian’s right of way or access to a villa, is strictly prohibited.
• Violating vehicles will be towed away at the vehicle owner’s expense.ECM/security possesses the complete authority to halt any activity, which does not adhere to the above guidelines and does not comply with the master community rules.

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.
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.
Service provider contracts
By regularly reviewing service provider contracts, we can evaluate key areas of improvement such as performance and cost savings.
Capital asset evaluation (maintenance, repair, and replacements)
Capital assets that are no longer under the manufacturer’s warranty are regularly reviewed for major maintenance or replacement.
Provision for doubtful debts
This amount allows for the setting aside of a small portion of CSF collections as a provision in case certain receivables are required to be written off in the future.
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.

No. Please contact ECM at 800 EMAAR (36227).

You may contact community security on 056 404 5792 (Sidra 1, Mulberry, Acacia) or 056 206 9842 (Hills Grove, Hills View, Parkways, Fairways, Maple), 24 hours a day or involve the local authorities for further escalation.

Visitors’ parking is for the short term only, after which, cars may be tagged and towed at the owner’s expense. For visitors who wish to park for longer periods, please contact the community security on 056 404 5792 (Sidra 1, Mulberry, Acacia) or 056 206 9842 (Hills Grove, Hills View, Parkways, Fairways, Maple).

For urgent matters, please contact community security or call us on 800 EMAAR (36227). 
If the issue pertains to structural defects within your premises, you may visit our Customer Care Department located at Emaar Square, Building 2, Ground Floor.
For accidents or claims, please contact Dubai Municipality on 800 900 or +971 4 221 5555.

The community manager 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.

Your community has an established Move-in/out policy. The objectives of this policy are to ensure current contact information is kept up to date, we have the necessary information to assist residents with special requirements in cases of an emergency evacuation, and to ensure that any damage to the common areas is recorded and dealt with promptly. Before moving into the community, it is mandatory that you fill out the online Move-in permit (MIP) – you can do so by registering or logging in.
You will receive your electronic MIP in one business day, provided there are no outstanding service fees against the unit. Ensure that all your details are accurate when you submit the form as it is important that we have your contact details to reach you in the event of emergency situations such as fire, flood or earthquake, activities pertaining to your unit (such as water leaks, activation of fire alarms, or smoke detector maintenance), and parking issues.

No. This is a violation of the community rules.

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.

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.

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.

You may contact community security, 24 hours a day or involve the local authorities for further escalation – call Dubai Police on 999.

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.