TENANT HANDBOOK Vision To offer superior real estate and lifestyle options to enhance the quality of life. Mission • Achieve the highest levels of customer satisfaction. • Attain optimum levels of operational efficiency. • Maximise returns to our shareholders. • Create a positive work environment for our employees. • Be a socially responsible company. Values • We value people. • We have integrity. • We are innovative. • We are diligent. • We are transparent. INDEX INTRODUCTION ..................................................................................4 wasl properties OVervieW ...................................................................4 CUSTOMeR SeRVICe CeNTReS ........................................................5 CALL CeNTRe - 800wasl (9275) .............................................................7 eSErvIcES ................................................................................................8 USefUL TeLephONe NUMBeRS IN Dubai ................................................. 9 GeNeRAL SeRVICeS ..............................................................................10 UTILITIeS ..................................................................................................13 safeTy ...................................................................................... 14 community ruleS & Regulations ......................................16 fReqUeNTLy ASkeD qUestions ................................................18 wasl properties OvErvIEw established to strengthen Dubai’s success and to actively secure its growth objectives for the future, wasl properties aims to add value to, and be valued by stakeholders. We work to achieve this by creating a legacy of trust and respect, by acting responsibly and by creating a platform for innovation in property management. wasl properties covers the full range of property leasing, management, facilities management and Call Centre operations and services for an extensive portfolio of over 30,000 residential and commercial units that are spread over a wide geographic INTrODUcTION area within the emirate. We also handle freehold sales and offer Owner’s Association Management services for freehold buildings. Dear Tenant, We are pleased that you have chosen wasl properties, a subsidiary The word ‘wasl’ itself means ‘connection’ in Arabic, and is symbolic of Dubai Real estate Corporation, for your property needs. We look of the strong relationship that the group shares with stakeholders forward to providing you with the best customer service to enhance your experience with us. and represents a profound link to the past, our present stature and This handbook has been created to provide information that will answer an ambitious vision for the future. most of your questions regarding your home and common areas, and contains some useful general information that will further allow you to enjoy your stay with us. please do not hesitate to contact any of our Customer Service Centres or the 800wasl (9275) Call Centre or email us at [email protected] If you require further information, you can also login to your eServices account at www.waslproperties.com. We look forward to a successful relationship with you and wish you many happy years of association with wasl properties. Sincerely, wasl properties 4 cUSTOMEr SERVIcE cENTrES In order to enhance customer service and accessibility, wasl properties has set up dedicated Customer Service Centres across Dubai. wasl properties Head Quarters Hours working Days cash Transactions close By 9:00 AM to 4:00 pM Sunday to Thursday 3:15 pM 5 Jumeira customer Service centre Muhaisnah customer Service centre Hours working Days cash Transactions close By Hours working Days cash Transactions close By 9:00 AM to 5:00 pM Sunday to Thursday 4:15 pM 9:00 AM to 5:00 pM Sunday to Thursday 4:15 pM Umm Hurair customer Service centre Al wasl road customer Service centre (wasl vita) Hours working Days cash Transactions close By Hours working Days cash Transactions close By 9:00 AM to 5:00 pM Sunday to Thursday 4:15 pM 8:00 AM to 8:00 pM Saturday to Thursday 7:15 pM 6 cALL cENTrE - 800wasl (9275) With a commitment to offer quality customer care, wasl properties operates a Call Centre to receive and follow up on queries, as well as requests concerning maintenance services and/or complaints. Toll free number: 800wasl (9275) email: [email protected] (for maintenance and customer care issues), [email protected] (for new leasing enquiries). Business hours: 24/7 for leasing enquiries and maintenance requests. Always provide the following information to assist the Customer Service Representative in logging in the request efficiently and accurately: • your name • your building number • your apartment/villa number • your contact number (mobile and/or landline) The Customer Service Representative will provide you with a reference number. Additionally, you will receive a confirmation of your request and the reference number via SMS for further follow up. you can view the status of the service requests by logging into eServices available on www.waslproperties.com. Customer Service teams are also available at all wasl properties Customer Service Centres to register and respond to your queries. 7 eSErvIcES ﻳﻤﻜﻨﻚ ﺍﻟﻘﻴﺎﻡ ﺑﻤﺎ ﻳﻠﻲ ﻣﻊ ﻫﺬه ﺍﻟﺨﺪﻣﺎﺕ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ: With eServices you can: wasl properties brings you eServices to access all of our services online anytime from your home, or on a mobile device or through kiosks available at Customer Service Centres. Our 24/7, secure eServices include: • Viewing account statements and contracts Replacing post-dated cheques with credit card payment • ﺗﻘﺪﻳﻢ ﻃﻠﺒﺎﺕ ﺍﻟﺼﻴﺎﻧﺔ ﺍﻻﻃﻼﻉ ﻋﻠﻰ ﻛﺸﻒ ﺍﻟﺤﺴﺎﺑﺎﺕ ﻭﺍﻟﻌﻘﻮﺩ View account statements Place maintenance • placing maintenance requests & contracts requests • Searching for new wasl properties • Making payments • Taking surveys • Renewing contracts • NOC requests ﺍﺳﺘﺌﺠﺎﺭ ﺍﻟﻤﺮﺍﻓﻖ ﺍﻹﺿﺎﻓﻴﺔ ﺍﻟﺪﻓﻊ ﺍﻹﻟﻜﺘﺮﻭﻧﻲ Mobile Apps: The wasl eServices app is available on iOS ePayment Lease ancillary units (Apple) and Android at the App Store and Google play store. ﺗﺠﺪﻳﺪ ﺍﻟﻌﻘﻮﺩ Renew contracts ﻟﻠﺘﺴﺠﻴﻞ، ﻗﻢ ﺑﺰﻳﺎﺭﺓ: www.waslproperties.com To register, visit www.waslproperties.com *ﺗﻄﺒﻖ ﺍﻟﺸﺮﻭﻁ ﻭﺍﻷﺣﻜﺎﻡ. *Terms and Conditions apply. 8 USEfUL TELEpHONE NUMBErS IN Dubai Emergency fire / Civil Defence: 997 Ambulance: 998 police: 999 General DeWA emergency: 991 etisalat Directory: 181 du Directory: 199 Dubai International Airport: 04 2245555 flight Inquiry: 04 2144444 DNATA: 04 3166666 General Information Services (charged): 7000 17000 Dubai e-government Contact Centre: 7000 40000 Hospitals – Government Al Baraha hospital, Deira: 04 2710000 Al Maktoum hospital, Deira: 04 2221211 Al Wasl hospital, Bur Dubai: 04 3241111 Dubai hospital, Deira: 04 2714444 Iranian hospital, Jumeira: 04 3440250 Rashid hospital, Bur Dubai: 04 3374000 Hospitals – private American hospital, Bur Dubai: 04 3367777 Belhoul european hospital, Al Diyafah: 04 3454000 Belhoul Specialty hospital, Deira: 04 3733333 CeDARS – Jebel Ali International hospital, Jebel Ali: 04 8814000 City hospital, Bur Dubai: 04 4359999 emirates hospital, Jumeira: 04 3446678 International Modern hospital, Bur Dubai: 04 3988888 MedCare hospital LLC, Jumeira: 04 4079100 NMC Specialty hospital, Al qusais: 800nmc (662) Welcare hospital, Al Garhoud: 04 2827788 Zulekha hospital, Al qusais: 04 2678866 9 GENErAL SERVIcES facilities Management wasl properties shall maintain all common areas of the premises, defined as the areas outside your leased premises for common usage by all tenants and typically include entrances, lobbies, lifts, etc. wasl properties will carry out general cleaning and facilitate periodic pest control services, while our facilities Management team will take care of building structures and waste management services. waste Management We support environmental protection and the recycling of waste, and encourage you to use recycling bins and centres wherever provided for cans, plastic and paper waste. for the disposal of household waste, tenants are requested to use the garbage bins or chutes provided. To maintain cleanliness and hygiene on the property and to avoid pests from breeding, please observe the rules regarding proper garbage disposal at all times. Security Where applicable, security guards are provided by wasl properties and stationed in the main reception lobby with a telephone line for emergency use. All visitors are requested to register their names and record their details in the visitor log book when entering and leaving the building. The security guard will have the right to request proof of identity from visitors prior to entering the building. 10 Duty of care 6. The following actions are a breach of the regulations set out by wasl properties: wasl properties shall insure the building against fire, earthquake, water flow and all potential risks that may occur. The tenant shall be wholly responsible for and • Misuse of parking area. indemnify wasl properties against any loss or damage to the leased premises or • parking of authorised vehicles in spaces not allocated to the vehicle. to any property, whether directly or indirectly affected due to any act, default or • prohibited use of parking spaces. negligence of the tenant or any of their family members, employees, household • Use of the access control device to allow other non-authorised vehicles to help or visitors, or due to defective or damaged condition of any part of the enter the parking area. interior of the leased premises, fitting fixtures or wiring under maintenance and