FAQs

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.

Can I hire a member of staff on a part or full time basis?

Yes you can. You must ensure all members of your household staff are sponsored by you or that they are hired through a professional agency. For more information please refer to Household staff factsheet.

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?

You may contact our service provider, Imdaad Waste Management on 800 8200. For more information, please refer to Bulk Waste collection.

Am I allowed to wash my cars in my private carport?

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 of 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.

Do we have 24 hours security? And is there a 24 hour hotline number?

Yes, there is a 24/7 security helpdesk available at Emirates Living. For any concerns, you may contact Community Security on 04 308 9555.

I want to organise a party / barbecue on the common area / in the park of our community. Do I have to inform anyone? How can I do it?

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 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.

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 require 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 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 possess the complete authority to halt any activity, which does not adhere to the above guidelines and does not comply with the Master Community Rules.

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 assets 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 CFS 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 we take this step 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 our funds at an optimum level to cater for every eventuality and serve the community to the highest standards.

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 has the potential to deprive your community of the funds required to continue the supply of essential services and whilst we make financial provision 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 Service Fee account. Emaar Community Management does not benefit from this income in any way whatsoever.

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 has the potential to deprive your community of the funds required to continue the supply of essential services and whilst we make financial provision 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 Service Fee account. Emaar Community Management does not benefit from this income in any way whatsoever.

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.

Someone is making a lot of noise and it’s disturbing my sleep. How do I get them to stop?

You may contact Community Security on 04 308 9555, 24 hours a day or involve the local authorities for further escalation – call Dubai Police on 999 or +971 4 269 2222. 

My neighbour’s friend stays over and parks his car in the visitors’ parking space every night. Is this allowed?

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.

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 alterations to my property. Do I need to seek permission?

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

Can I make an extension to my existing carport?

Any alteration to the villa has to be approved by Emaar. Please log on to eservice.emaar.com and log your request.

Can I do anything I like with my balcony / terrace?

Yes, as long as you are in compliance with the Community Rules.

Can I do my own repairs to common property?

No. Please contact your Association Manager at communities@ecm.ae

There is a maintenance issue within my unit. Whose responsibility is it to fix it?

You, as the homeowner, are responsible since the Defects Liability Period has already expired. You can contact your preferred service provider should you require any further assistance regarding this matter.

The DEWA water meter cabinet by my villa is damaged. Whose responsibility is it to fix it?

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.

The electricity inside my unit is not working or 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.

Where does the money for repairs of common property come from?

Community Service Fees paid by homeowners cover the repair costs and maintenance of common areas.

A streetlight / park light is not working. How can I report this to be fixed?

There are a number of things you can do:

  • For urgent matters, please contact Community Security on 04 308 9555.

  • For non-urgent issues, the easiest way to tell us is to iREPORT it. Please refer to iREPORT and follow the four simple steps described

  • Call us on 800 EMAAR (36227)

  • Or email us at communities@ecm.ae

I want to build a pergola in my garden. Do I need to seek permission?

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

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.

The fence on my boundary wall is damaged. Whose responsibility is it to fix it?

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.

My villa boundary wall is cracked and broken. Whose responsibility is it to fix it?

Owners are responsible for 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 Owner’s Association. 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.

I plan to re-do my swimming pool. Do I need to seek permission?

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

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.

I want to install extra lighting on the exterior of my villa and along the top of the boundary wall. How can I do this?

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

The interlock outside of my villa is subsiding. How do I report this?

There are a number of things you can do:

  • For urgent matters, please contact Community Security on 04 308 9555

  • For non-urgent issues, the easiest way to tell us is to iREPORT it. Please refer to iREPORT and follow the four simple steps described

  • Call us on 800 EMAAR (36227)

  • Or email us at communities@ecm.ae

The interlock inside my carport is sinking. Who is responsible for this?

Owners are responsible for proper home maintenance including the car port area. Most often, subsiding interlock in villa car ports is a sign of an underground water leak or may be 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.

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 credit card or cheque 

  • Online payment 

  • Emaar e-Service 

  • Visit our Credit Control Department in Emaar Square 

  • Bank transfer

What if people do not pay their Community Service Fees?

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 Owners Association can also restrict certain approvals for unit sales and alterations until the outstanding Community Service Fees have been paid. Please refer to Owner’s Association Constitution.

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 has the potential to deprive your community of the funds required to continue the supply of essential services and whilst we make financial provision 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 Service Fee account. Emaar Community Management does not benefit from this income in any way whatsoever.

What are the components of the Community Service Fee?

The Community Service Fee (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 

  • Common area lighting, which includes streets, walkways, corridors and façade 

  • Common and shared recreational areas such as parks, sports courts and swimming pools 

  • Waste collection 

  • Fire extinguishers and hydrants 

  • High and low voltage systems and networks (including earthing and lighting 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

  • 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 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 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.

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, landscaping, lakes, mosques, 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.

CSF invoice

Why do we need to have a Capital Reserve Fund?

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 Own 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 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.

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 assets 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 CFS 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 we take this step 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 our 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 750 (plus VAT) per application is collected and booked 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.

I didn’t receive my invoice. Who should I contact and how can I check my account?

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. 

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 household waste is properly stored in the designated wheelie bins until collection. Our waste collection service provider will collect rubbish from your property three times per week in The Springs, The Meadows, The Lakes and Hattan, and six times a week in Emirates Hills.

Please do not place garbage bins outside your property, but ensure they remain within the premises of your villa.

Who is responsible for looking after the domestic bins?

You are. Residents are responsible for putting their own bins out, bringing them in and keeping them clean. For more information please refer to the Community Rules

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?

You may contact our service provider, Imdaad Waste Management on 800 8200. For more information, please refer to the factsheet on Bulk Waste collection.

Alternatively, FREE-CYCLE: you could contact a service provider such as Take My Junk.

My bin is old and worn out. Whose responsibility is it to replace it?

It is your responsibility to replace your bin. You may contact Imdaad Waste Management Services on 800 8200.

Where can I take materials for recycling?

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.

Separately, a smaller bin is also provided to residents to be kept indoors, preferably under the kitchen sink to collect all recyclable waste. Once full, please empty it into the big recycling bin outside your home. 

A pictorial guideline is provided below and on the recycling bins for your easy reference.

Recycling Guidelines

Why won’t the waste management company pick up my garden waste?

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.

My waste isn’t being collected. Why?

Waste collection services are occasionally discontinued if there are outstanding Community Service Fees or Late Payment 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.

I want to keep my waste bin outside of my property in the common area for collection. Why isn’t this allowed?

All garbage bins must be kept within your villa boundary although they should be accessible to our waste management staff for collection. Notices of Violation may be issued if bins are placed in the common area as this detracts from the aesthetics of the community.
Home Maintenance

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, any service provider is allowed to enter the premises of the community on the condition that he / she complies with the Community Rules. For further information please refer to Access guidelines.

How can I find the external paint code for my villa?

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

I want to paint internal walls in my villa. Do I need to permission for this?

No, you do not need to seek permission.

I’d like to renovate my kitchen. Do I need to seek approval first?

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

Who is responsible for pruning trees on my property?

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

I want to use the garden area outside my unit just for myself. Can I do this?

No, you are not allowed to use the area outside the premises of your villa boundary as the property comes under the jurisdiction of the Owners Association.

Can I do anything I like to my back garden?

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.

The branches of the trees outside of my villa encroach upon my property. Can I trim them myself?

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).

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. To eliminate chances of pest infestation, all landscaping should be trimmed and cleaned regularly to remove accumulated dry leaves which could harbour rodents. 

Please note that all trees must be planted at least 1.5 metres away from your villa boundary wall.  We strongly encourage removal of any Conocarpus lancifolius (Damas) trees from your property.

I placed garden waste outside for collection but the waste management company would not take it away. Isn’t this included in the Community Service Fee?

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.

I want the shrubs in the front / back of my villa to grow high for privacy. Why won’t the community gardeners follow my instructions to stop trimming?

If the shrubs are in the common area, they are under the jurisdiction of the Owners Association 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.

I don’t like the shrubs / trees planted in front of my villa. Can I remove them and plant something else?

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

The common area trees near my villa are dropping flowers and leaves into my property. Can they be removed?

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 Owners Association and the overall landscaping design and aesthetics must be preserved, therefore removal is not possible. However, any encroaching branches will be trimmed. 

The common area trees near my villa have grown over the years. Can you hard prune or remove them so I get my view back?

All common area trees are under the jurisdiction of the Owners Association 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. 

I love the privacy provided by the Damas trees in my garden. Why should I remove them? Are they really that dangerous?

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 read the Damas tree leaflet factsheet for detailed information and suggested replacements.

Why are the tree trunks painted white?

The trees in Emirates Living 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.

There’s an irrigation leak by the lake pathway! Who can come and fix it?

Please report the leak and approximate location to our team by contacting Community Security on 04 308 9555 or calling us on 800 EMAAR (36227).

The trees have dropped all their leaves – are they dying?

Deciduous trees, those which shed their leaves annually, are unusual in Dubai, and as a result our hotline lights up with enquiries each spring as the Delonix regia trees along Meadows Drive and 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.

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.

We are in the process of sponsoring a maid. Can you issue a temporary entry permit to another maid?

Yes, we can. However, the temporary maid must be sponsored by a registered labour supply company.

Can I hire household staff on a part or full time basis? Can this person be issued with an Entry Permit to the community?

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.

For more information please refer to the Household staff factsheet.

How can I obtain an Entry Permit for my maid?

Please complete the Household Staff Registration Form and submit to the Community Security office behind Meadows 9.

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 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 Emirates Living. 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

My employer has no objection to my husband coming to stay with me every weekend and on other holidays. Can he be issued with an Entry Permit?

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

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. However, please note that you must carry with you ID Card issued by your community at all times when you are out.

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 else other than those in the household who sponsor you.

My husband stays with me permanently at the accommodation provided to me by my employer. Does he need to obtain an Entry Permit?

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 card

For more information, refer to the Access guidelines. Please note: maids’ husbands are not allowed to work inside 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.

What insurance does 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 (for common areas)

  • Public liability

  • Fidelity guarantee

  • Machinery breakdown

Your community is insured for accidental, physical loss, damage or destruction to the common 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.

Finally, we have you covered against political violence. Your community 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: Insurance coverage excludes loss or damage to homeowner's/tenant's private plot, villa and personal belongings.

Do I have to insure my villa and its contents?

As per Community Rules, owners should carry property insurance for the full replacement cost of all insurable improvements and contents in his Lot or Unit. Owners agree that in the event of damage to or destruction of structure on or comprising his Lot or Unit, the Owner shall promptly proceed to repair or to reconstruct in a manner consistent with the original construction or such other plans as are approved by the Developer or Owners Association. Owners shall pay all costs which are not covered by insurance proceeds.

It is highly recommended that you take out adequate insurance on the contents of your unit. The insurance maintained by the Owners Association only covers the common areas of the community. 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 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 located in the Emirates Living community?

The ECM office is located on the Springs back drive, near Meadows 9 and is open Sunday to Thursday, between 8:00am and 5:30pm. 

Click here to view the location map.

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 on 04 308 9555, 24 hours a day or involve the local authorities for further escalation.

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 on 04 308 9555, 24 hours a day or involve the local authorities for further escalation.

Why do the community gardeners work on Saturdays?

Saturday is a working day for our community service providers and while we have asked them to reduce noisy work whenever possible in the early morning hours, we cannot stop all noise. Trimming, mowing and other essential maintenance activities are scheduled and performed over a six day work week and are required to maintain the site to a high standard. No work is carried out on Fridays or public holidays.

My neighbours are having a party and it is too noisy, what should I do?

You may first ask them directly to be more considerate or contact Community Security on 04 308 9555, 24 hours a day. If there is still no satisfactory resolution, you may involve the local authorities for further escalation.

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 the Community Rules factsheet.

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 communities@ecm.ae for any clarification you might require.

What happens to the money I pay as a fine?

The fine you pay is deemed as community income and is credited to your community’s account.

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 park in a section of the driveway that’s common property. Can I get permission to do this?

As a visitor you are only allowed to park for up to four hours. All common area pathways must remain unobstructed by vehicles so there is clear access for pedestrians; and residents must park their cars within their property. This is also to ensure common areas are not damaged in any way.

My neighbour’s friend stays over and parks his car in the visitors’ parking space every night; is this allowed?

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.

Am I allowed to wash my cars in my private carport?

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 of 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.

I want to park my boat / jet ski / trailer / recreational vehicle in the community; is this allowed?

All vehicles, boats, jet skis, trailers, recreational vehicles and related objects must be parked in accordance with 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.

I want to organise a party / barbecue in the common area / in the park of our community; do I have to inform anyone? How can I do it?

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 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 require 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 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 possess the complete authority to halt any activity, which does not adhere to the above guidelines and does not comply with the Master Community Rules.

Is there a community hall available to hire for parties?

No - the only facilities available for communal use are the park areas.

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 your proposed party.

Can I use fireworks for my son’s birthday party?

No. Due to health and safety reasons, fireworks cannot be used as this is in direct violation of the Community Rules.

Can I bring in a pony for my daughter’s birthday party?

No, ponies are not permitted in the community. Please refer to the Community Rules, clause 2.4 for more information.

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.

Ants have been entering my property from the common area. What can be done about it?

Please contact us on 800 EMAAR (36227) or write to us at communities@ecm.ae and we will instruct the community pest control service provider to investigate and take the necessary action. Please refer to the Community Rules.

I’m getting bitten by mosquitoes in the evening. Help!

Please contact us on 800 EMAAR (36227) or write to us at communities@ecm.ae and we will instruct the community pest control service provider to investigate and take the necessary action.

Temperate weather leads to heightened mosquito activity during November and December as well as March and April due to climatic conditions. 

Most often mosquito infestations are traced to stagnant water inside private property such as swimming pools, water features, fountains or puddles from broken irrigation systems that have not been maintained. Individual villa owners are encouraged to carry out frequent inspections within their property and appoint a private pest control company to conduct routine maintenance to prevent any pest infestations, which could affect the community.

I thought I saw a rat last night. What can be done?

Please contact us on 800 EMAAR (36227) or write to us at communities@ecm.ae and we will instruct the community pest control service provider to investigate and take the necessary action.

Individual villa owners are encouraged to carry out frequent inspections within their property and appoint a private pest control company to conduct routine maintenance to prevent any pest infestations, which could affect the community.

Can ECM send the pest control team to treat my villa?

Our team will investigate all pest complaints to track the source of the issue and eliminate any breeding sources in the common area of the community. However, our service provider is not responsible for private villas or garden areas. Individual villa owners are encouraged to carry out frequent inspections within their property and appoint a private pest control company to conduct routine maintenance to prevent any pest infestations, which could affect 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 pet. Do I need permission from the Owners Association?

You may keep pets in your unit but you must comply by the Community Rules, in addition to Dubai Municipality guidelines.

All pets – cats and dogs, must be microchipped and vaccinated annually in accordance with Dubai Municipality regulations and we strongly encourage you to spay/neuter your pet to prevent breeding. We also recommend all pets wear collars with identification tags to help reunite lost pets with their owners in a timely manner. 

What happens if I don’t clean up after my pet when walking it in the community?

Not only will you make more work for our community housekeeping team, you will anger other residents, especially if they have the misfortune of stepping in any mess left behind by your pet. Owners whose pets are found leaving pet waste in public areas may be issued a Notice of Violation and fines – even if they are not the one walking the dog.

Keeping your pet on its leash and remembering to bring a plastic bag every time you walk it can be one of the best ways to keep your community clean and hygienic. Please be sure to discuss the rules with your pet exerciser and check that they understand and follow them every time.

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 to find out more details of pets that are allowed in residential communities. 

Are there any areas in the community where I can walk my dog off-leash?

Pets must be kept on a leash whenever in the common areas of the community. There are no off-leash pet parks in Emirates Living. Please be conscious of others and respect that some residents may be afraid of animals, therefore, take care while walking your pet.

There are some stray cats near my villa – can you help?

ECM is supported by Feline Friends volunteers and the kind vets at Energetic Panacea, Nad Al Shiba Vet Clinic and Two Feet Four Paws who have assisted greatly since early 2013 to control the stray cat population in Emirates Living.

If the cats near your villa are not ear tipped (both ears are pointy) and they do not appear to be pets, please email communities@ecm.ae and we will try to assist.

Most of the strays in the community have been bred from abandoned pets and we have selected Trap-Neuter-Return (TNR) as the most appropriate method to control the cat population. TNR is recommended by Dubai Municipality and endorsed by the WSPCA and ASPCA as the most effective way to contain and control stray / feral cat populations.

The good news is that spayed / neutered cats will be much quieter – and will not mate, therefore there will be no fighting, howling, kittens or smelly territory marking from the males – so disturbances to residents should be greatly reduced.

Cats are territorial, so returning sterilised cats to their original location means they will establish a healthy, non-breeding colony in the area. This greatly reduces the chance that other cats will move into the area – if all cats were removed, then potentially unhealthy, unsterilised cats would enter, meaning the trapping campaign would have the begin all over from the start, creating a cycle.

It has also been noted that cats overbreed to compensate for lost population so the same issue would recur.

Why did the security team tell me not to feed the birds at the lake?

Bread or other types of food could upset the carefully monitored quality of the water in the lake as well as encourage vermin – this is why we request you not to feed the birds under any circumstances.

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 the Community Security on 04 308 9555, 24 hours a day or involve the local authorities for further escalation.

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 / villa. Do I have to inform anybody about new tenants inhabiting my property?

Yes, your tenant must contact ECM prior to moving in as our 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 one business day 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 the Association Manager. It is important that we have your contact details to reach you in the event of safety, security or emergency reasons.

I just rented a villa in Emirates Living? Is anything required prior to moving into the community?

A Move in Permit (MIP) is required to move into the Emirates Living community and access will be denied without it. To apply, you must provide a completed Property Move In Form, at least one business day before the scheduled move. You may download the form from the Forms section.

Can I rent out my villa for short stays?

No. This is considered a violation of 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.

I have noticed some damage to one of the common areas. What should I do about it?

There are a number of things you can do:

  • For urgent matters, please contact Community Security on 04 308 9555

  • For non-urgent issues, the easiest way to tell us is to iREPORT it. Please refer to iREPORT and follow the four simple steps described

  • Call us on 800 EMAAR (36227)

  • Or email us at communities@ecm.ae

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.

Some of my possessions were in my garage or garden and they have been damaged /gone missing. Who is responsible?

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, “Car ports shall not be used for storage of any goods and / or materials therein”.

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 install a CCTV system to monitor my villa and garden?

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.

Do we have 24 hour security? And is there a 24 hour hotline number?

Yes, there is a 24/7 security helpdesk available at Emirates Living. For any concerns, you may contact Community Security on 04 308 9555.

I see certain cars speeding in the community every day and I’m worried about safety. What can I do?

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 04 308 9555.

Somebody rang my doorbell and wanted to sell me a vacuum cleaner. Is this allowed?

Door to door soliciting is prohibited in Emirates Living. Please report it immediately to Community Security on 04 308 9555 so they can investigate. Details such as location, car registration number and description of the salesperson / people are useful.

A man is driving around the community and trying to sell carpets from the back of his car. Should I report this to security?

Door to door soliciting is prohibited in Emirates Living. Please report it immediately to Community Security on 04 308 9555 for their investigation. Details such as location, car registration number and description of the salesperson / people are useful.

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’d love you to tell us when 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!

Are there designated smoking areas in my community?

No. There are no designated smoking areas in the community.  As per the community rules, smoking is prohibited at the community swimming pools and children’s play areas.

Can I use the common area notice board?

The notice board located at the community swimming pool cannot be used by residents. It is solely for the use of Emaar Community Management to display information relevant to the community.

How can I contact a particular department within the Company?

If you would like to speak to someone in a specific department of our Company, please click on the link below for more information:

http://www.emaar.com/index.aspx?page=contact

Can I install light decorations around my villa during festivals / holidays?

Yes. You may have decorative lights in your home for a period of up to 10 days 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?

You may install ‘For sale / lease / rent’ signage on your villa as long as it conforms to the criteria below:

  • One sign per unit may be posted, placed in the ground, near the garage or near the front door, within the lot

  • Signage can be no more than 90cm x 65cm in size

  • Signage can be placed no higher than 170cm from ground level OR the maximum height of the sign from your compound wall can be up to 120cm, whichever is higher.

  • Signage must be removed immediately upon sale / lease of the property

What are the lake fountain timings?

Operating times of the lake fountains in The Springs, The Meadows, The Lakes and Hattan are from 9am to 2pm and from 4pm to 10 pm daily. Those in Emirates Hills remain on until midnight. To avoid build-up of foam, most of the fountains are set to operate for fifteen minutes on, fifteen minutes off.

The lake fountain is not working. Who can I report this to?

There are a number of things you can do:

  • The easiest way to tell us is to iREPORT it. Please refer to iREPORT and follow the four simple steps described

  • Call us on 800 EMAAR (36227) or email us at communities@ecm.ae

There’s a bad smell in the common area/coming from the lake. Who should I report this to?

There are a number of things you can do:

  • For urgent matters, please contact Community Security on 04 308 9555

  • For non-urgent issues, the easiest way to tell us is to iREPORT it. Please refer to iREPORT and follow the four simple steps described

  • Call us on 800 EMAAR or email us at communities@ecm.ae

I want to place a signboard outside my villa (“The Singh family”) so guests can easily find us. Is this allowed?

No, to preserve the aesthetics of the community, changes are not permitted to the common area including the addition of signage on external villa walls.