1. Emergency Repairs Protocol
Immediate response procedures for critical maintenance issues
Response Time Standards
All maintenance requests are categorized by priority level. Response times are measured from the moment the request is received and logged in the system.
• Fire damage
• Flooding/burst pipe
• No electricity (full unit)
• Security breach
• Water heater failure
• Blocked toilet (single)
• Broken door lock
• Electrical outlet failure
• Paint touch-ups
• Appliance repairs
• Cabinet/door adjustments
• Pest control
Emergency Response Flowchart
Follow this process when receiving an emergency maintenance call:
For gas leaks or fire emergencies: Instruct tenant to evacuate immediately, call 999, then dispatch our team. Never attempt repairs until authorities clear the area.
After-Hours Emergency Contacts
The following contacts are available 24/7 for emergency situations:
🌙 After-Hours Emergency Line
Emergency Documentation Requirements
- Date and exact time of call received
- Caller name and contact number
- Property address and unit number
- Detailed description of the emergency
- Any immediate actions advised to tenant
- Technician assigned and dispatch time
- Before and after photos
- Tenant signature on completion form
- Total resolution time logged
2. Routine Maintenance Schedule
Preventive maintenance calendar and procedures
Preventive Maintenance Calendar
Regular maintenance prevents costly emergency repairs and extends equipment lifespan. Follow this schedule for all managed properties:
| Task | Frequency | Responsibility | Est. Duration |
|---|---|---|---|
| Common area inspection | Daily | Building Staff | 30 mins |
| Pool water testing & treatment | Daily | Pool Technician | 45 mins |
| Elevator inspection | Weekly | Elevator Contractor | 1 hour |
| Landscaping & irrigation check | Weekly | Landscaping Crew | 2-3 hours |
| Fire alarm system test | Monthly | Fire Safety Team | 2 hours |
| AC filter replacement (common) | Monthly | AC Contractor | 4 hours |
| Generator testing | Monthly | MEP Contractor | 2 hours |
| Water tank cleaning | Quarterly | Specialist Vendor | Full day |
| Façade inspection | Quarterly | Building Inspector | Half day |
| Full AC system service | Quarterly | AC Contractor | Full day |
| Deep cleaning - common areas | Quarterly | Cleaning Company | 2 days |
| Fire extinguisher inspection | Annually | Civil Defense Approved | Half day |
| Electrical system audit | Annually | Licensed Electrician | Full day |
| Plumbing system inspection | Annually | Plumbing Contractor | Full day |
Unit-Level Maintenance
Maintenance tasks performed during tenant turnover or annual inspections:
AC System Service
Clean filters, check refrigerant levels, test thermostat, clean drainage lines.
Plumbing Check
Inspect for leaks, test water pressure, check water heater, clear drains.
Electrical Safety
Test all outlets, check breaker panel, replace faulty switches, inspect wiring.
Appliance Service
Clean and test all appliances, replace worn parts, verify warranties.
Safety Devices
Test smoke detectors, replace batteries, check fire extinguisher expiry.
Structural Check
Inspect walls for cracks, check windows/doors, examine balcony condition.
All maintenance activities must be logged in the property management system within 24 hours. Include photos, materials used, and cost breakdown for accurate record-keeping and owner reporting.
3. Vendor Management
Guidelines for selecting, managing, and evaluating service providers
Approved Vendor Categories
Maintain relationships with qualified vendors in each category. All vendors must be pre-approved and have valid trade licenses.
Electrical Services
Licensed electricians for repairs, installations, and safety inspections
Plumbing Services
Pipe repairs, fixture installation, drain cleaning, water heater service
AC & HVAC
Installation, repair, maintenance, and duct cleaning services
Painting & Finishing
Interior/exterior painting, wall repairs, ceiling work
Carpentry
Cabinet repairs, door/window fixes, custom woodwork
Cleaning Services
Deep cleaning, move-in/out cleaning, regular maintenance
Pest Control
Regular treatments, emergency pest removal, prevention programs
Elevator Maintenance
Regular service, emergency repairs, safety inspections
Vendor Selection Criteria
Before approving a new vendor, verify the following requirements:
- Valid UAE trade license (copy on file)
- Relevant professional certifications
- Minimum 3 years experience in UAE market
- Valid liability insurance coverage
- At least 3 professional references checked
- Competitive pricing (within 15% of market rate)
- 24/7 emergency availability (for critical services)
- Clear warranty/guarantee policy
- Professional uniforms and ID badges
- Signed service agreement with SLA terms
Work Order Process
Follow this standard process when engaging vendors:
Create Work Order
Generate work order in system with full details: location, issue, photos, priority level.
Request Quotation
For jobs over AED 500, obtain quotes from 2-3 approved vendors.
Approve & Assign
Get supervisor approval for jobs over AED 2,000. Assign to selected vendor.
Schedule Access
Coordinate with tenant for access. Confirm appointment 24 hours before.
Supervise Work
For major jobs, have staff present. Ensure work matches scope and quality standards.
Verify & Close
Inspect completed work, get tenant sign-off, process vendor payment.
Staff: Up to AED 1,000 | Supervisor: Up to AED 5,000 | Manager: Up to AED 15,000 | Director: Above AED 15,000. Emergency repairs may bypass limits with same-day approval documentation.
Vendor Performance Evaluation
Rate vendors after each job completion. Vendors falling below 3.5 stars average will be reviewed for removal from approved list.
| Criteria | Weight | Description |
|---|---|---|
| Response Time | 25% | Met scheduled appointment, arrived on time |
| Quality of Work | 30% | Work completed to professional standards |
| Professionalism | 15% | Courteous, clean, properly equipped |
| Communication | 15% | Kept all parties informed, documented work |
| Pricing | 15% | Fair pricing, no unexpected charges |
4. Quality Inspection Checklist
Standards for verifying maintenance work quality
Quality Score Benchmarks
Target quality scores for all maintenance activities. Monthly reports track performance against these benchmarks.
Post-Work Inspection Checklist
Complete this checklist after every maintenance job before closing the work order:
- Work completed matches original scope and quotation
- All requested repairs/replacements performed
- No new damage caused during work
- Work area cleaned and restored to original condition
- All debris and packaging removed from property
- Utilities tested and functioning properly
- All connections secure and properly insulated
- Circuit breakers properly labeled
- Outlets and switches properly mounted and aligned
- No exposed wiring visible
- Light fixtures level and securely attached
- Voltage tested at key points
- No leaks at any connection points
- Water pressure adequate at all fixtures
- Hot water functioning and temperature safe
- Drains flowing freely without backup
- Toilet flush and fill operating correctly
- Silicone/sealant applied neatly where needed
- Unit cooling/heating to set temperature
- Thermostat responding accurately
- No unusual noises during operation
- Air flow adequate from all vents
- Condensate drain clear and draining properly
- Filter clean and properly seated
- Outdoor unit clean and unobstructed
Documentation Requirements
Every completed job must include the following documentation in the property file:
Before Photos
Clear images showing the issue before any work begins. Include wide and close-up shots.
After Photos
Images showing completed work from same angles as before photos. Demonstrate resolution.
Materials Receipt
Itemized list of all materials used with costs. Keep receipts for warranty claims.
Tenant Sign-Off
Tenant signature confirming work completion and satisfaction. Note any concerns raised.
Warranty Tracking
All work performed carries a warranty period. Track these carefully:
| Work Type | Standard Warranty | Extended Available |
|---|---|---|
| Minor repairs (under AED 500) | 30 days | No |
| Major repairs (AED 500-2,000) | 90 days | Yes (+50% cost) |
| Equipment installation | 1 year | Manufacturer terms |
| Painting work | 6 months | 1 year (+30%) |
| Waterproofing | 2 years | 5 years (+40%) |
Consistent quality inspection ensures tenant satisfaction, reduces callbacks, and protects property value. Review this checklist monthly and update based on common issues encountered.
Escalation Procedures
When quality issues are identified:
Document Issue
Take photos, note specific deficiencies, record tenant feedback if applicable.
Contact Vendor
Notify vendor within 24 hours. Request return visit under warranty terms.
Supervisor Review
If vendor disputes, escalate to supervisor for mediation and decision.
Update Records
Log incident in vendor performance file. Affects future vendor selection.