Page Category: FAQs

If you have lost your card, inform your community security immediately so that we can deactivate your card and prevent it from being misused. You can apply for new cards by simply logging onto your community portal and clicking ‘Apply for a new card’, whereas, existing cardholders should select the ‘Activate existing card’ option.

No, you need to make your own arrangements to park your additional cars. They should not be parked in the visitors’ parking area. The maximum number of vehicle access cards issued is based on the number of allocated parking bays, unless an additional parking bay has been purchased. Community access cards are issued based on the number of residents in the apartment and as per the discretion of the community manager. Additional access cards will be charged AED 200 per card, if applicable.

You can apply for new community access and vehicle access cards by simply logging onto your community portal using the LOG IN button at the top right and select ‘Access cards‘ from your menu. Here, you can click ‘Apply for a new card’, whereas, existing cardholders should select the ‘Activate existing card’ option.
Your log-in credentials are sent via email, along with the Move in Permit.

Yes, existing and new card holders need to register (one-time) their access cards on the community portal. Upon logging in, you may select ‘Activate existing card’ under the Access Cards menu option.

Yes, you can activate your access cards by logging in to your community portal. Your log-in credentials are sent via email, along with your Move in Permit.

For new communities, access cards are issued free of cost to the homeowner during the handover. If you are a subsequent homeowner or tenant, you will need to collect the cards from the original homeowner or apply for new cards online (charges apply).

The validity of your access cards and community portal account is linked to the expiry date of your tenancy contract. You can do this by clicking the Move In/Move Out/Renewal option from your side menu.
If your contract has expired, you have a 15-day grace period to upload your renewed tenancy contract/Ejari onto your community portal. If not renewed with the grace period, your cards and account will be deactivated. You can use the Register option to activate your account and thereafter, activate your access cards too.

No. Access cards are issued to the occupant residing in the property.

Your access cards will be deactivated when a Move-out Permit is issued, after the move out date.

Access cards are exclusively for residents. Lending access cards to outsiders is not allowed and misuse can lead to deactivation.

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.

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 contact ECM on 800 EMAAR (36227) for any clarification you might require.

The fine you pay is treated as community income and is credited to the community accounts.

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

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

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 communities@ecm.ae and tell us about it!

Please log in to your portal using the LOG IN button at the top right and select Storage Cage Leasing from the menu. Here you will be able to see the available cages and the relevant leasing fees.

No, it is solely for the use of the Community Management team to display information relevant to the community.

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.

The Jointly Owned Property Law regulations and directions dictate that the community manager must maintain a minimum level of insurance including property insurance, public liability, and fidelity guarantee.

Your building is insured for accidental, physical loss and damage or destruction to the property, this includes (but is 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.

The insurance is also extended to include the cost of rent for alternative accommodation, and 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.

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 community manager 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. Please make sure you protect your home and belongings with a contents insurance policy. This can be done easily; often all you need to do is complete a simple proposal form – usually, insurance companies offer guidelines for this.

We encourage you to contact any local insurance company, broker, or bank that offers home contents insurance. Please refer to the Community Rules.

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.

Please contact your community security office.

No. Gardeners working in common areas are not allowed to provide services to private units.

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 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.

No. You do not need to obtain an Entry Permit to enter other communities as you are considered a visitor.

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

Yes, service providers are allowed to enter the premises of the community provided they comply with the community rules and have a valid entry permit. Contractors can visit ecmpermits.ae to register themselves and apply for a permit.

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

Any external modifications that will change the aesthetics of the apartments are not permitted. Kindly log in to your portal using the LOG IN button at the top right and refer to the Home Modification Guidelines to understand the modifications that can be carried out on the balcony.

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.

We have partnered with two service providers to help residents get rid of old furniture, equipment, and other larger household items. You can reach out to Take My Junk on 800 JUNK (5865) or Remove My Junk on 055 549 1122.

Click here to know more about what can be disposed of as part of this service.

If you discover a real fire (including during a fire drill), don’t panic! Activate the nearest manual alarm call point, shout a warning to alert those close by, and evacuate as per the guidelines in this factsheet.

1. Follow the instructions of the Fire Wardens at all times during an emergency. If the evacuation alarm sounds, or if instructed to do so by a Fire Warden, leave the building by the nearest and safest fire exit route.
2. Leave doors closed but unlocked upon leaving; do not return to collect belongings and do not use the lifts. Walk quickly and calmly to the designated assembly area, or as advised by a Fire Warden or Fire and Rescue Services personnel.
3. Do not re-enter the building but remain at the assembly area until instructed to leave by a Fire Warden or Fire and Rescue Services personnel. 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.
Click here for a video on how to respond to a fire.

1. 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. In case of an emergency, directional signs to emergency exits are illuminated and will remain illuminated for some time.
2. 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.

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.

People with disabilities who may need assistance during an emergency are required to notify the Community Manager/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.

Yes. To enable us to contact you in case of an emergency and support the evacuation of disabled persons from the building, please update your details by logging in to the portal using the LOG IN button at the top right. Under My Profile, you can update the option that reads ‘Occupants with special needs’.

Dubai Civil Defence (DCD) will conduct all rescue and medical duties. Do not move the injured person and keep him/her laying down, covered, and warm.

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 and fight fires, and support evacuations are maintained in good working order.
Smoke detectors, heat detectors, and sprinkler heads within apartments are checked and tested periodically. You will be advised when access to your unit is required for this purpose so please co-operate when requested.
If you believe you have a faulty detector or sprinkler head, kindly report it immediately 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.
You can also help by immediately reporting it 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 call us on 800 EMAAR (36227).

As per Dubai Civil Defence 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.

It is expected that the drill will take approximately 30 minutes barring any incidents that might occur during the proceedings.

No. As per Dubai Civil Defence guidelines, the drill should simulate a real-life situation that requires a full evacuation.

To enable us to contact you in case of an emergency, as well as support the evacuation of disabled persons from the building, please update your details by logging in to the portal using the LOG IN button at the top right.
Under My Profile, you can update the option that reads ‘Occupants with special needs’. We will treat any information you provide as confidential.

Fire Marshals/Wardens will be wearing fluorescent safety jackets.

The retail units will also participate in the drill.

You will be informed by the Fire Warden at the assembly point, once the drill is complete.

The CSF is each owner’s annual contribution toward 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.

Please see the Community Service Fee page for further information.

There are various ways you can pay the Community Service Fee relating to your property:
– By cheque
– Online payment
– Emaar One app
– Self-service kiosk at Customer Happiness Centre, Emaar Square
– Visit our Credit Control Department at Emaar Square
– Bank transfer

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 and 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.

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.
Please see the Community Service Fee page for further information.

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 specialized 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
· Common and shared recreational areas
· Elevators, garbage chutes and waste collection
· Firefighting equipment and high and low voltage systems and networks
· Generators and associated facilities
· Domestic water and supply systems/networks
· Mechanical, Electrical and Plumbing assets (MEP)
· Signage
· Access control systems, Building Management Systems (BMS) and 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
· Compliance with statutory requirements
Please see the Community Service Fee page for further information.

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 the maintenance of areas that are not part of any particular community but are common to the Master Community and shared by all.

The Special Levy is a one-off charge for items not in the design or those not covered under the General Fund.