Page Category: FAQs

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.

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 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.

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.

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 on the condition that they comply with the community rules.

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

For more information on this, please refer to the alterations factsheet. 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.

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.

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

No. As per DCD 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 include these details by logging into your profile. We will treat any information you provide as confidential.

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.

Fire marshals will be wearing fluorescent safety jackets.

The retail units will also participate in the drill.

You will be informed by the fire marshal at the assembly point, once the drill is complete.

To book an amenity, log onto your community portal and select the Amenities Reservations option from the side menu.

Due to safety reasons, the community swimming pools cannot be used as a venue for parties.

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

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

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.

First, contact your preferred maintenance company. In case the blockage proves to be in a common area drain line, contact ECM at 800 EMAAR (36227).

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 owners’ association.

The repair costs and maintenance of common areas are 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.

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

You can submit your request for the MIP by filling out the online form and uploading the required documents – click here to apply.

You can apply for new community access and vehicle access cards by simply logging onto your community portal using the LOG IN at the top right and selecting the ‘Access cards‘ option from your menu.
Here, you may click ‘Apply for a new card’, whereas, existing cardholders can select the ‘Activate existing card’ option.

The window cleaning schedule for your tower will be posted on your community noticeboards. Do watch that space to find out more.

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.

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 unit/premises, you may visit our customer happiness centre 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.

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

There is a defects liability period (DLP) of one year from the handover of the property. If your unit is within DLP, please contact customercare@emaar.ae.
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.

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) for any clarification you might require.

The park and other common amenities can be used on a first-come, first-served 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.

To book an amenity, log onto your community portal and select the Amenities Reservations option from the side menu.

CCTV systems are under the jurisdiction of the Dubai Police and UAE DPS Law – 24, Annex No. (1) concerning general requirements and technical specifications of security systems states that it is forbidden to install cameras on the building roofs or walls to film/view beyond the establishment perimeters except with permission from Dubai Police. You may also refer to the community rules, clause 6.2 concerning exterior attachments.

If you witness instances of speeding and reckless driving, we kindly request you to report the vehicle details to Dubai Police ‘report-a-dangerous-driver’ number on 800 4353. You may also contact community security on 056 404 5792 (Sidra 1, Mulberry, Acacia) or 056 206 9842 (Hills Grove, Hills View, Parkways, Fairways, Maple).

Door-to-door soliciting is prohibited in Dubai Hills Estate. Please report it immediately to community security on 056 404 5792 (Sidra 1, Mulberry, Acacia) or 056 206 9842 (Hills Grove, Hills View, Parkways, Fairways, Maple) so they can investigate. Details such as location, car registration number and description of the salesperson/people are useful.

Door-to-door soliciting is prohibited in Dubai Hills Estate. Please report it immediately to community security on 056 404 5792 (Sidra 1, Mulberry, Acacia) or 056 206 9842 (Hills Grove, Hills View, Parkways, Fairways, Maple) for their investigation. Details such as location, car registration number and description of the salesperson/people are useful.

There are a number of things you can do:
• 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).
• Call us on 800 EMAAR (36227).
• Or email us at communities@ecm.ae.

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.

The unit owner or occupier is responsible for items inside their unit. They may be able to claim on their contents insurance policy. As per the community rules, “Carports shall not be used for storage of any goods and/or materials therein”.