Top 10 questions

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 happiness centre, so hopefully, that’s the best place for you to start looking.

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.

We have partnered with two service providers to help residents get rid of furniture, equipment, and other bulky items. You may contact Take My Junk on 800 JUNK (5865) or Remove My Junk on 055 549 1122.

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 Emirates Living. For any concerns, you may contact community security on 04 362 7848 or 050 280 3349.

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 call ECM at 800 EMAAR (36227) 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. A deposit may be required, and the homeowner/tenant will be liable to pay any costs associated with damage to the common areas or cleaning as a result of the function.
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 as you may be requested to discontinue your party if we receive complaints.
• Do not use inflatable play items or any equipment that requires the use of power extensions as these could prove to be a safety hazard.
• 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 Emrill will be liable for any unfortunate accidents or claims.
• The area should be cleaned and all personal belongings/party materials/items removed. In the event the premises are left unclean, you will be liable to pay cleaning charges as quoted by our service providers.
• 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.
• Please bear in mind you are within a community and so we request you and your guests ensure that the noise level is kept to a minimum and controlled. Loud music/noise is not recommended as it may disturb neighbouring villas.
• 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. 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 the 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 a 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.

Yes. Please log onto your community portal and select ‘Home Modifications’ from the sidebar to apply for a NOC. 

You may contact community security on 04 362 7848 or 050 280 3349, 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 team.

Miscellaneous

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.

Community service fee

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 Marina Walk south, retail area
– 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.

Reporting issues

For urgent matters, please contact community security or call us on 800 EMAAR (36227).

For non-urgent issues, log in to your community portal using the LOG IN button at the top right and select ‘My Service Requests‘ from your menu. Here, you can attach a picture along with your comments and the exact location (building/floor/street) and submit it.

If the issue pertains to structural defects within your premises, you may visit our Customer Happiness Centre located at Emaar Square, Building 2, Ground Floor.

For accidents or claims, please contact Dubai Municipality on 800 900.

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.

Renting out your property

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 to fill out the online Move In Permit (MIP) – you can do so by registering on https://mip.sakani.ae/MoveInPermit/MoveInPermit.aspx 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.

Pets

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.

Pest control

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.

Through the Emaar One app, you can avail of pest control services at resident-exclusive rates. The mobile application is available for download on iOS and Android.

Access cards

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.

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.

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.

Noise and disturbances

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.


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