TENANT HANDBOOK

VisionTo 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

4

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 area within the emirate. We also handle freehold sales and offer Owner’s Association Management services for freehold buildings.

The word ‘wasl’ itself means ‘connection’ in Arabic, and is symbolic of the strong relationship that the group shares with stakeholders and represents a profound link to the past, our present stature and an ambitious vision for the future.

INTrODUcTIONDear Tenant,

We are pleased that you have chosen wasl properties, a subsidiary of Dubai Real estate Corporation, for your property needs. We look forward to providing you with the best customer service to enhance your experience with us.

This handbook has been created to provide information that will answer 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 customercare@wasl.ae 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

5

cUSTOMEr SErvIcE cENTrES

In order to enhance customer service and accessibility, wasl properties has set up dedicated Customer Service Centres across Dubai.

Hours working Days cash Transactions close By

9:00 AM to 4:00 pM Sunday to Thursday 3:15 pM

wasl properties Head Quarters

6

Muhaisnah customer Service centre

Hours working Days cash Transactions close By

9:00 AM to 5:00 pM Sunday to Thursday 4:15 pM

Al wasl road customer Service centre (wasl vita)

Hours working Days cash Transactions close By

8:00 AM to 8:00 pM Saturday to Thursday 7:15 pM

Umm Hurair customer Service centre

Hours working Days cash Transactions close By

9:00 AM to 5:00 pM Sunday to Thursday 4:15 pM

Jumeira customer Service centre

Hours working Days cash Transactions close By

9:00 AM to 5:00 pM Sunday to Thursday 4:15 pM

7

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: customercare@wasl.ae (for maintenance and customer care issues), lease@wasl.ae (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.

8

eSErvIcES

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• placing maintenance requests• Searching for new wasl properties• Making payments• Taking surveys• Renewing contracts• NOC requests

Mobile Apps: The wasl eServices app is available on iOS (Apple) and Android at the App Store and Google play store.

*Terms and Conditions apply.

With eServices you can:

Place maintenancerequests

Lease ancillary units

استئجار المرافق اإلضافية

يمكنك القيام بما يلي مع هذه الخدمات اإللكترونية:

www.waslproperties.com :للتسجيل، قم بزيارةTo register, visit www.waslproperties.com

*تطبق الشروط واألحكام.

View account statements & contracts

االطالع على كشف الحسابات والعقود

ePayment

Renew contracts

تجديد العقود

الدفع اإللكتروني

تقديم طلبات الصيانة

9

USEfUL TELEpHONE NUMBErS IN DUBAI

Emergencyfire / Civil Defence: 997Ambulance: 998police: 999

GeneralDeWA emergency: 991etisalat Directory: 181du Directory: 199 Dubai International Airport: 04 2245555flight Inquiry: 04 2144444DNATA: 04 3166666General Information Services (charged): 7000 17000Dubai e-government Contact Centre: 7000 40000

Hospitals – GovernmentAl Baraha hospital, Deira: 04 2710000Al Maktoum hospital, Deira: 04 2221211Al Wasl hospital, Bur Dubai: 04 3241111 Dubai hospital, Deira: 04 2714444Iranian hospital, Jumeira: 04 3440250 Rashid hospital, Bur Dubai: 04 3374000

Hospitals – private American hospital, Bur Dubai: 04 3367777Belhoul 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 4359999emirates hospital, Jumeira: 04 3446678 International Modern hospital, Bur Dubai: 04 3988888MedCare hospital LLC, Jumeira: 04 4079100NMC Specialty hospital, Al qusais: 800nmc (662)Welcare hospital, Al Garhoud: 04 2827788 Zulekha hospital, Al qusais: 04 2678866

10

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.

11

Duty of care

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 indemnify wasl properties against any loss or damage to the leased premises or to any property, whether directly or indirectly affected due to any act, default or negligence of the tenant or any of their family members, employees, household help or visitors, or due to defective or damaged condition of any part of the interior of the leased premises, fitting fixtures or wiring under maintenance and repair for which the tenant is responsible.

The tenant is also liable for any fire, smoke or over-flowing water from the premises or any part thereof through the act, default or neglect of the tenant or any of his family members, household help or visitors. The tenant shall also be held responsible for the insurance of all property and goods kept inside within the leased premises.

car parking

Where applicable, wasl properties offer tenants a parking space. extra parking spaces are available at an additional charge by application at our Customer Service Centres.

The following rules and regulations shall apply at all times and are deemed accepted upon signing the lease agreement:

1. park only in the space(s) allocated to you.

2. Only authorised vehicles are permitted to enter the parking area.

3. Vehicles shall be parked within the marked lines.

4. Vehicles shall not block entrances, emergency exits or the exit of other drivers from the parking area.

5. The permitted use of the parking space is for one vehicle only. The following uses are prohibited:

• Storing goods, materials and equipment of any kind.

• Operating a business or undertaking any activities or services.

• Advertising goods or services, or displaying notices or signs.

• Making any alterations or additions to the parking space.

6. The following actions are a breach of the regulations set out by wasl properties:

• Misuse of parking area.

• parking of authorised vehicles in spaces not allocated to the vehicle.

• prohibited use of parking spaces.

• Use of the access control device to allow other non-authorised vehicles to enter the parking area.

• physical and/or verbal abuse of the security guards or watchmen.

7. A breach of any regulations may result in a penalty, vehicle removal or termination of car parking rights.

8. wasl properties shall not be liable for any loss or damage to vehicles, goods or property of the vehicle owner.

9. wasl properties has the right to pursue any claims for damages to property, goods and/or lives caused by the vehicle owner while using the car park.

10. wasl properties reserves the right to take action against tenants and visitors for the misuse of parking spaces.

12

HEALTH cLUB

Gym, Sauna, Steam room & Jacuzzi

Where applicable, the gym facility will be available 7 days a week and the sauna, steam room and Jacuzzi will be available 6 days a week. wasl properties shall not be liable for any accident, injury or loss of any kind caused whilst using the gym. please follow the rules and regulations as such:

1. The gym is only for use of residents of the building.

2. ensure that you are medically fit before using the gym.

3. Children under 14 years of age are not permitted to use gym equipment, and an adult must accompany children under 18.

4. you are requested to take utmost care while using the equipment.

5. Appropriate sports attire and shoes should be worn inside the gym. please carry your own towels and wipe equipment after use.

6. Glassware, food and alcohol are not permitted in the gym.

7. pets are not allowed inside the gym.

8. Smoking is strictly prohibited in the gym.

9. No equipment shall be moved. please return dumbbells to their designated place after use.

10. wasl properties shall not be liable for any accident, injury or loss of any kind caused whilst using the gym.

for the benefit of the community, please note that action shall be taken in case of misuse of the common facilities. In case of an emergency, call 999.

Swimming pool

Where compounds or buildings contain swimming pools, we ask that you adhere to the following rules and regulations. Residents are requested to adopt all safety precautions whilst using the pool. wasl properties shall not be liable for any accident, injury or loss of any kind caused while using the swimming pool and its surrounding area.1. The swimming pool is only for use of residents of the building.2. Swimming pools might be closed once a week for maintenance.

3. Residents shall not use the pool outside the hours displayed.

4. Residents shall not use the pool when the lifeguard is not on duty.

5. ensure that you are medically fit before using the pool.

6. you are requested to make sure that children are safe and attended to at all times. Children under 12 must be accompanied by adults.

7. It is mandatory to shower before entering the pool.

8. proper swimwear is to be used. kindly refrain from using under garments and please carry your own towels.

9. Use of water sports equipment is not allowed in the pool.

10. Running, diving and pushing others into the pool is not permitted.

11. kindly keep down the noise level so as not to disturb other residents.

12. please do not approch the deep end of the pool if you do not know how to swim.

13. Glassware, food and alcohol are not permitted in the pool area.

14. pets are not allowed in the pool area.

15. please do not remove the chairs or tables from the pool area.

16. No toys or inflatables allowed in the pool.

for the benefit of the community, please note that action shall be taken in case of misuse of the common facilities.

In case of an emergency, call 999.

13

UTILITIES

Modifications, Alterations & Improvements

wasl properties does not encourage any modifications to leased premises. however, where necessary, a modification ‘No Objection Certificate’ (NOC) can be applied for at any Customer Service Centre, and is subject to approval.

examples of modifications include:

• painting

• Installation of a split A/C unit

• Installation of a dish antenna (not permitted in buildings with SMATV)

• floor tile fixing

• fit out works for commercial units

• Sign board installation for commercial units

To apply for an NOC, please submit the following at one of our Customer Service Centres:

1. Copy of valid lease agreement

2. passport / trade license copy

3. Drawings of any modifications to be made

4. Non-refundable application fee of AeD 500 plus AeD 10 knowledge fee and AeD 10 Innovation fee (not applicable for same colour painting)

5. NOC guidelines signed by tenant (available at the Customer Service Centre)

The approval process typically takes 1-2 weeks depending on the type of request. An additional refundable deposit may be charged at the time of issuing the NOC letter.

DEwA

In order to receive electricity and water supplies to your premises, please contact the Dubai electricity and Water Authority (DeWA).

DeWA Customer Care: 04 601 9999

email: customercare@dewa.gov.ae

Website: www.dewa.gov.ae

prior to moving into your leased premises, you are required to transfer the DeWA account into your name. you should apply in person at a DeWA office, where you will be required to complete a DeWA application form. DeWA requires a standard security deposit to be placed with them, which will be refunded by them when you vacate the premises. The following documents are required by DeWA to create an account in your name:

• DeWA Application form

• DeWA Reference Number (displayed on the main entrance of the leased premises)

• Copy of Lease Agreement

• Copy of emirates ID, passport (with Residence Visa page for expatriates)

• Refundable Deposit of AeD 2,000 (for apartments) or AeD 4,000 (for villas)

Note: Tenants are required to provide wasl properties with a final bill, stamped as paid upon termination of a lease agreement.

14

SAfETy

Emergency Evacuation Guidelines

In the event of a fire or any other emergency, and if evacuation is required or ordered, please follow the guidelines set below:1. proceed to the nearest emergency exit.2. Do not use the elevators.3. keep to the right in hallways and stairways and use

the handrails. 4. Do not run when evacuating.5. Move quickly and quietly so that emergency instructions

are audible.6. Once outside, move away from the building, proceed to the

designated evacuation Assembly Area, and wait there until further instruction.

7. Conduct a headcount to account for all family members, co-workers and your visitors who were present when the building was evacuated.

8. Report immediately the name, last known location and contact number (if available) of any missing person to the onsite security or Civil Defence personnel.

9. Remain in the evacuation Assembly Area until released by authorised personnel, and do not re-enter the building until advised to do so.

10. Maintain access for emergency vehicles.

emergency evacuation plans will be displayed on each floor. please familiarise yourself with these plans so you can follow any official directions to evacuate the building.

Tenants are requested to advise the building security personnel or the wasl properties Call Centre (800wasl), if they observe any obstruction to any designated emergency exit route.

TELEcOMMUNIcATIONS

Tv & Other Broadcasting receiving Devices

Most of our residential buildings have SMATV provisions. Tenants are requested to get their own service provider for programming of channels. A channel frequency list is available on the building notice board or with the building security. for further information please call 800wasl (9275).

Without the prior written consent of wasl properties, you should not install, place or use any television, aerial antennas, satellite dish, loudspeakers, screens and similar devices or equipment, outside the premises.

postal Service

To arrange for a p.O. Box, please contact a post office near you.

emirates post Call Centre

Telephone Number: 600 5 99999

email: custservice@emiratespost.ae

Website: www.emiratespost.ae

15

fire prevention

The best way to fight fires is to prevent them. here are a few general rules to help reduce the risk of a fire.

wires & Appliances

• Never overload a socket. The use of 2 or more adaptors or extensions per socket is a fire hazard.

• Do not use appliances that have a worn out or frayed power cord.

• Do not exceed the wattage restrictions on appliances and lamps.

• Check periodically for loose wall holders, wires or lighting fixtures. Sparking means that you have waited too long.

• Allow air space around the TV, radio, stereo sets and powerful lamps to prevent overheating.

Kitchen

• It is not advisable to store gas indoors.

• Never leave cooking unattended.

• It is wise to have a fire extinguisher and a fire blanket in the kitchen. keep the fire extinguisher 10 feet away from the stove on the exit side of the kitchen. Use either foam-filled or carbon dioxide fire extinguishers in the kitchen, never water filled extinguishers.

• Never pour water on a grease fire. Instead, turn off the stove and cover the pan with a lid or damp cloth, or close the oven door.

Smoking

• Avoid smoking in bed.

• Use large, deep ashtrays and empty them frequently.

• Never dump an ashtray into the trash without wetting the butts and ashes first.

• keep lighters and matches out of the reach of children.

LpG Safety Tips

• have the installation of your LpG done by a certified contractor experienced on these systems.

• Do not store LpG cylinders in enclosed kitchen cabinets. keep them away from electrical points and other sources of ignition. Do not invert the LpG cylinder or let it lie horizontally on the floor.

• When not in use, always turn off both the stove burner and LpG regulator.

• Make sure that there is adequate air for combustion.

• Regularly check for wear, cracks and leaks, and call your LpG contractor to fix them.

• If you smell leaking gas in the kitchen, do not switch on/off or connect/disconnect electrical plugs. Turn off your LpG regulator and open doors and windows to improve ventilation.

Home Safety Tips

1. Always store household chemicals like cleaning products, paint and pesticides properly and keep them out of reach of children.

2. Check for cracks in walls. They could be a sign of foundation damage, leading to water pipe bursts or even worse damage.

3. keep emergency exits clear. Don’t keep objects such as bikes, newspapers or boxes in front of your alternate emergency exit.

4. Maintain your smoke detector ensuring it’s in good working condition working condition.

5. ensure your stairs are in good repair and condition. All stairways should have a sturdy handrail. Any carpet on stairways needs to be securely fastened. Also, stairs should be clutter free.

16

cOMMUNITy rULES & rEGULATIONS

We all want to live in a harmonious environment, to enjoy our home, have our privacy respected and be part of a responsible community. In order for this to succeed, please note the following:

Home Use

• Do not sublet your premises.

• Do inform us if you suspect any of our premises are being subleased or used to carry out illegal or immoral activities.

• Do not conduct business or commercial activity.

Noise

• Do not disturb your neighbours with loud noise. This includes noise from television, stereo, musical instruments and children playing in common areas.

common Areas

Common areas are those areas that are outside the leased premises and are for the common usage of all tenants.

• Do not vandalise or misuse any property belonging to wasl.

• Do not throw garbage or litter out in the open. Use the waste containers and recycling centres where provided.

• Do not smoke in the common areas of the building.

• Do not store any items in the common areas of the building.

what To Do Before Going On vacation

Taking the following simple steps before going on vacation will ensure your home is safe.

• Check all appliances and water faucets to make sure that they are turned off.

• Set the temperature control of your A/C units at 28⁰ so that you do not use excessive energy nor overheat the place. Switching off the A/C could cause damage.

• Stop newspaper deliveries to avoid a pile up at the front door.

• Turn off water heaters.

• Lock all doors and windows.

• Be as inconspicuous as possible when you are leaving your house.

Disease prevention: Legionella

• flush all taps and showers for a few minutes if not used for 15 days or more.

17

Balcony Usage

for the safety of all tenants and to maintain a clean building outlook, you are requested to observe the following:

• It is not permitted to hang items over the balcony rail

• No items should be kept on the balcony if they exceed the balcony rail height

• It is not permitted to cover the balcony

• It is strictly forbidden to throw any items, such as cigarette butts, from the balcony

• Tenants are requested to avoid water leaking from the balcony while cleaning the balcony or watering plants

• Tenants are requested to use foldable clothes driers that do not exceed the balcony rail height

Committing violations will result in Notices of Violation being issued by wasl properties and may attract financial penalties.

The examples below are to be used as a guide and violations are not limited to these only.

All unauthorised modifications carry a penalty of AeD 500 or more depending on the extent of the damages done. prior approval must be given by wasl properties before any modifications are made to the unit including but not limited to:

• painting and fixing wallpaper

• Replacing tiles

• fixing dish antennas

• Installing A/C units

• Any interior and exterior modifications

General violations

keeping pets AeD 1,000

Disturbing neighbours AeD 1,000

Abusive and arrogant behaviour towards wasl properties staff or tenants AeD 1,000

Dumping of garbage and poor trash management AeD 1,000

Storing items in common areas AeD 1,500

Improper home appearance AeD 1,000

Improper use of facilities AeD 1,000

car parking violations

Sublease of parking space AeD 1,000

Unauthorised use of parking space AeD 1,000

parking in non-parking areas like emergency exits AeD 1,000

Serious violations

Serious violations like the ones mentioned below are dealt with very strictly and will result in hefty fines or in the termination of the Lease Agreement and eviction from the premises.

• Subletting

• Multiple families or unauthorised number of occupants living in a single unit

• hazardous activities

• Abuse towards security guards and building supervisors

• Residential premises being used for commercial purposes

• Commercial premises being used for residential purposes

• Contravention of any of the Terms and Conditions of the Lease Agreement

18

frEQUENTLy ASKED QUESTIONS

prOpErTIES & LEASING

what type of units does wasl properties manage? wasl properties leases and manages residential apartments and villas, as well as commercial properties such as retail units, offices and warehouses.

Does wasl properties also sell properties? yes, wasl properties does sell freehold properties in certain areas of Dubai.

How do I lease a property from wasl? Contact 800wasl (9275) or visit one of our Customer Service Centres close to you for an update on available properties. Once you have selected a property, the lease processing is completed at the Customer Service Centre.

where can I get information on available properties for lease?

you can receive information through any of the following:

• Contact 800wasl (9275)

• Visit one of our Customer Service Centres for information on available properties

• Check our website’s ‘Now Leasing’ and ‘Upcoming projects’ section

• Through eServices

• Send an email to lease@wasl.ae

19

where can I get information on upcoming properties? you can contact 800wasl (9275) or access information and pictures on our upcoming properties on our website www.waslproperties.com by clicking the on the link ‘Upcoming projects.’ Information is also available through eServices.

can I register to be alerted on available or upcoming properties? you can register by doing any of the following:

• Contact 800wasl (9275)

• Check our website’s ‘Upcoming projects’ section

• Download the wasl mobile app

• Send an email to lease@wasl.ae

can I view an available property before leasing it? If so, who do I contact for an appointment? yes, you can check our website’s ‘Now Leasing’ and ‘Upcoming projects’ section for the properties info and pictures. If you have registered your interest through 800wasl (9275), our Customer Service Representative will contact you to arrange a viewing of the available property.

what documents do I need to lease a wasl property and what are the fees I need to pay? Residential Apartments:

• passport copy (original for verification)

• emirates ID copy

• Valid UAe Residence Visa for expatriates

• Marriage certificate

• Salary certificate

payment Requirements:

• Up to 4 rental cheques

• 10% security deposit

• 5% commission (one-time charge)

Commercial Units / Shops:

• Company profile

• passport copy of the owner (original for verification) or authorised signature

• UAe Residence Visa for expatriates

• Trade license

• Memorandum of association for L.L.C companies

• power of attorney when applicable

• Company stamp

payment requirements:

• Up to 4 rental cheques

• 10% security deposit

• 5% commission (one-time charge)

can I pay my rent with a credit card? yes, however only the current due payment is accepted by credit card at the Customer Service Centres. however, if the renewal is done using eServices, you have an option to pay both current and future instalments by credit card using the standing instruction facility.

can I cancel a post-dated cheque and pay by credit card?yes, you can. you would need to submit the request to cancel the cheque a minimum of 7 working days in advance of the cheque due date and make the payment by credit card at the same time.

can I sublet properties I lease from wasl? No, it is specifically stated in the Lease Agreement that subletting is not permitted. Any such action will result in termination of the Lease Agreement.

20

cUSTOMEr cArE

How do I make maintenance and other requests if I am a wasl properties tenant? To request maintenance or other services use our eServices or call 800wasl (9275). To assist the Customer Service Representative in logging your requests efficiently and accurately please have the following information ready:

• your name

• your building number

• your apartment / villa number

• your mobile number

The Customer Service Representative will give you a reference number. you will receive a confirmation of your request and the reference number via SMS as well. Use this to monitor and follow up on your request. Requests can also be made through eServices.

Note: Maintenance charges may be apply for some requests.

Is there any other way I can contact wasl properties for customer service besides 800wasl?yes, you can email your requests to customercare@wasl.ae or visit one of our Customer Service Centres where one of our representatives will assist you in any way possible. you can also make requests through eServices anytime, anywhere. can I make modifications to my leased premises? To maintain the structure of wasl properties, it is preferred that no major modifications are made to leased premises. however, if you wish to make minor changes then permission must be sought. A ‘No Objection Certificate’ (NOC) must be obtained from wasl properties for any modification works prior to their commencement. for further information please visit any of our Customer Service Centres or call 800wasl (9275).

I have signed the lease agreement and received the keys, how do I get water and electricity connection?you will need to contact Dubai electricity and Water Authority (DeWA) with the ‘DeWA reference number’ of the leased premises. The ‘DeWA reference

number’ is shown on the main entrance of your leased premises, can be found in your lease agreement or can be obtained from any of wasl properties’ Customer Service Centres.

Do you have storerooms in your buildings? How can I use one? yes we do for certain properties. you can rent a storeroom, depending on their availability within the building.

what do I need to do for cheque replacements? If you wish to replace your post Dated Cheques (pDCs) with new cheques, you may do so only by submitting a set of new pDCs to our Customer Service Centre in Umm hurair. This request must be made at least 7 working days prior to the date on the pDC. A fee of AeD 500 will be applied for each replaced cheque plus an additional knowledge fee of AeD 10 and Innovation fee of AeD 10.

Customers may alternatively replace a pDC with a credit card payment. In this case a fee of AeD 500 for each replaced cheque with be applied plus the knowledge fee of AeD 10 and Innovation fee of AeD 10. even for credit card payments, the replacement request has to be made at least 7 working days prior to the date on the pDC.

what happens if my cheque bounces? In the event any cheque is bounced by the bank or in the event of requesting that the payment date of the cheque be delayed, you will be subject to an AeD 520 fee to cover all administrative expenses, provided that your request to have the payment date of the cheque, delayed is delivered at least 7 days prior to the due date of the cheque and provided that the landlord has agreed to your request; notwithstanding the other rights of the landlord provided for by law or in the present contract. In addition, please be advised that an additional fee of AeD 1,000 will be applied to open a police case if you haven’t paid the outstanding amount within 1 month of the cheque bouncing.

21

what is the process of renewing my lease?If you wish to renew your lease, you can use eServices by visiting www.waslproperties.com or by downloading the application on your mobile phone.

what is the process of terminating my lease?If you wish to terminate your lease, you can use eServices to submit a noticeof termination by visiting www.waslproperties.com or by downloading the application on your mobile phone.

please find below the required items and documents for termination of lease which need to be submitted at the branch:

• The keys / access cards / remote controls for the property

• your final DeWA bill stamped pAID

• Original security deposit receipt

• prior to moving out your furniture, kindly obtain an NOC from the Customer Service Centre or through eServices.

Do I have to inform you if I change my contact information?yes, please update your contact information immediately. Send your new contact information to customercare@wasl.ae or update the information through eServices.

22

800wasl (9275)www.waslproperties.com