RELIANCE OAM - rfmglobal.com · Reliance OAM Owner’s association management What we do Owner’s Association Management Reliance Owner’s Association Management …

RELIANCE OAM Owner’s Association Management

Reliance OAM Owner’s Association Management

Overview

Introduction Reliance Owner’s Association Management

specializes in providing property and Owner's

Association Management solutions for Freehold

and Leasehold properties in Dubai.

The Field of Owner’s Association Management

is fairly new in the UAE Market, and hence

would need a detailed Introduction.

Associations are unique in that the "owners" of

freehold property are dues-paying members.

Members also govern their association through

an elected board or other governing body,

along with association committees,

commissions, task forces, councils and other

units. Typically, the board selects, retains and

evaluates an Association Manager, responsible

for the day-to-day management of the

association and service providers.

Owner’s Association Management, like any

other forms of management involves a wide

array of skill sets; nevertheless there are a few

areas which are unique in Owner's Association

Management. These would include service

charge evaluation and invoicing; accounting

and financial management; development of

non-dues revenue and fundraising. Association

managers must also be familiar with laws and

regulations that pertain to associations and

Other regulatory bodies.

OAM

History

Reliance OAM is part of Reliance group of companies,

which has been Operating in the region for last

12 years, providing Facility and property

Management solutions for residential,

commercial freehold and leasehold properties,

while also managing Corporate Facilities. We

are an ISO 9001:2008 company and has

accomplished many awards in the property and

Facility Management arena.

We are now operating in UAE, Qatar, Kuwait,

Nigeria (Franchise) and UK with offices in Dubai,

Abu Dhabi, Doha, Kuwait City, Lagos and London.

Key facts

People: 100+

Locations: UAE, Qatar, Kuwait, Nigeria

(Franchise) and UK

Services: OAM/FM

Market leaders: Corporate FM

“Specialised

solutions for the

built environment”

Reliance OAM Owner’s association management What we do

Owner’s Association Management

Reliance Owner’s Association Management is a special skills group which is an

associate of Reliance Group of Companies, dedicated to the provision of advice,

solutions, help and support for Owners Associations. We have a wide experience of

four years in Owners Association segment making us operationally sound in all aspects of

buildings such as Legal, Documentary, Technical and Administrative.

Jointly Owned Property Law

The Jointly Owned Property (JOP) Law clearly defines what legal capacity home

owner’s associations take, how will they be registered and when owners are

required to commence paying service charges to the home owners’ association.

The JOP and Strata Law (2007) was implemented when owners of freehold

property started complaining about the huge and often unrealistic service

charges, were being demanded by property developers.

Even in the present scenario many developers force the owners to grant them

the rights for service provision of the property for a considerable amount of time. But

n o w as per the new strata law O w n e r s Association can appoint Association

Managers to act as a liaison between the owner parties and exert effective control

over the selection of service providers and control of common areas.

“Providing Solutions for

Accounting,

Administrative and

Operations solution for

Community Associations”

“Owners now have

the freedom to

choose their service

provider and we have

geared up for it”

Reliance OAM Owner’s association management The services we provide

ROAM is well resourced and competent to meet the following scope of services as defined by

the Association Constitution.

Advising and assisting the OA Board in negotiations with the Developer prior to handover

of the building to the OA, to ensure that any liabilities related to the building and incurred

by the developer are settled and agreed upon between the developer and the OA before

handover takes place.

Working with the OA Board to develop strategies for management of the common areas,

including the creation of a sense of community within the building;

Implementing strategies, programs and plans set by the OA Board;

Negotiating, supervising and recommending the entry into contracts, including supply

agreements, such as but not limited to security, cleaning, maintenance, of common areas,

and landscaping on behalf of the OA, and presenting recommendations to the OA;

Supervising the performance of contractors and suppliers to the OA;

Supervising defect repairs and warranty claims in relation to the common areas;

Preparing annual budgets (based on information provided by contractors and suppliers to

the OA)

Issuing service charge notices and collecting service charge payments for the OA in the

account specified for that purpose;

For all technical and management matter(s) and financial report(s) related to common area

services. To submit reports on a regular basis to the OA Board and AGAM related to the

previously mentioned issues.

Communicating and considering the complaints and requests of unit owners in relation to

common areas and dealing with the same;

Coordinating insurance and dealing with insurance claims in relation to common areas

Coordinating and attending OA Board meetings, OA Board committee meetings and

meetings of the General Assembly of Owners;

Preparing minutes of meetings of the OA Board, OA Board committees and the AGA

Responsibility for OA correspondence and electronic communications;

Keeping the books and records required to be kept by law. This will include providing the

most recent financial reports related to the building to any OA member requesting the

information within five (5) business days of receiving the request.

Attending to day to day operational matters on behalf of the OA.

Follow up on behalf of the OA for all the legal matters related to any dealings, transactions

and contracting.

Implementing the decisions of the AGAM.

Representing the OA in meetings with governmental and semi-governmental entities.


Systems and Technologies

ROAM operates the latest web portal technology and systems for Owners Association which

covers all aspects of community management from accounting functions to secretarial

maintenance and access to self-service management and financial tools.

These technologies have been developed by a well-established IT Firm and the data is secured

regularly on a remote server. These technologies have also been approved for use by the Real

Estate Regulatory Authority (RERA).

My Strata

Every building or community on our software gets a great looking web site. You can choose from

one of our beautiful templates or get us to develop a customized site however you like.

Connected to this web site is a sophisticated portal for Board Members, investors, owner-

occupiers, residents and tenants. Here people can pay bills, view their statement, print old

invoices, sell second-hand goods, receive electronic communication, create events, chat on a

Community Wall, view important documents and so much more.

Property managers, strata managers and developers use our technology every day to manage

portfolios of apartment buildings, condos, co-ops, housing estates and commercial towers.

Every building on our system gets a cool web site and an amazing secure portal for your

customers. This portal system not only provides powerful marketing and communication tools

for managers but it also enables your customers to self-service.

The key features of my Strata platform:

Ledger Accounting

Extensive reporting

Powerful Invoicing

Meeting Management

Communication Tools

Document Management

Procurement

Business Management Tools

Self Service Portals

SMS

Marketing Tools

My Community

Community wall

Community events

Online payment gateway for service charge

Maintenance and service requests

Access to financial reports - P&L, budget, monthly payments


Building Transition Program

ROAM will work closely with the OA Board both in the advisory capacity before handover from

the developer and after handover of the building to the OA by the developer.

ROAM will provide a comprehensive documents handover list which will cover all technical,

financial and admin aspects of the building and ensure a smooth handover process from the

developer to the Owners Association.

The following is an indicative outline to our transition program which represents best practice:

Building Transition Program Month

Activity 1 2 3 4 5 6 7

Signing of OA contract and mobilization

Hold a meeting with the Developer

Hold AGA and First Board Meeting

Introduce ROAM team

Discuss OA registration/transition process

Set up OA in system including Mystrata

Prepare Association files

Lodging OA registration file with RERA

Obtain OA stamp and set up OA Bank account

Set up Strata insurance under the name of OA

Ownership of common areas to be transferred in the name of OA

Drafting/reviewing JOPD and community rules

Budget review, tendering if required and invoicing

Building completion audit and Reserve fund study

Hold meeting with all service providers, review contracts and

set up performance indicators

Set up policies and procedures for the community


1. Advisory and Establishment Services

Initial Meetings with the Client

Assist Client with the handover process including finalization of snagging pertaining to common

areas and providing advice to owners and residents/occupiers on the Developer warranty

period.

Lodging of Documents

Advise and assist Client/lawyer/surveyor with the lodging and registration of the above-

mentioned Constitutional Documents and plans and with the formation of the Association

Attendance at Land Department

Attend with the developer, lawyer and/or surveyor at the Land Department as required to

facilitate the completion of the above-mentioned items.

Assist the Client with the preparation of applications and submissions to RERA and other

relevant authorities as required in readiness for the formation of the Owners Association

Supply Agreements

Review existing supply agreements and where necessary assist the client in warding any

additional supply agreements subject to ratification by the Reliance Owners Association at the

Annual General Assembly

Assist the Client and/or the Facilities Manager with the engagement of specific service providers

for nonrecurring services if required

ADMINISTRATIVE SERVICES

Accounting Financial services

Assist with set up of bank account(s) as required by RERA

Assist auditor in providing accounts and records for the required audit(s) and reconciliation of

funds

Oversee payment of funds to the Owners Association within 21 days of the Owners Association

being constituted and registered

Load financials and Owner information into the Reliance Owners Association Management

software system/or assume management of existing data as pre populated by the client;

Approve payment of invoices on a weekly basis and present to Client for payment;

Approve payment of disbursements and expenses incurred in connection with management

duties

Provide monthly accounts paid summary


Provide monthly financial statements

Provide statutory reconciled accounts including balance sheet, statement of income and

expenditure and levy status report

Prepare revised general fund budget based on existing IFA budget, and arrange for sinking fund

budget

Input Budget information into approved financial database and generate Service Charge notices

based on agreed calculations to be distributed to owners under the Client’s banner

Issue service charge notices, quarterly or as otherwise required.

Receipt service charge payments (checks) under Client’s name

Provide income and expenditure reports, budget target reports and arrears reports to the Client

Assist with draft budget for the following financial year and provide general advice on General

and Reserve Fund requirements upon the formation of the Owners Association

Process and payment of invoices and other outgoings for goods and services if required by the

Client

Assist with the initial stages of debt collection and the recovery of outstanding Service Charges

(initial stage – reminder letter, second stage – notice of further action)

Recovery of service charges through legal process or debt collector.

Insurance

Upon the written instructions of the Client:

Source and effect the required insurance for the community and owners;

Prepare and lodge routine insurance claims

Arrange insurance valuations as required

Obtain quotes for insurance renewal

Renew insurance

Lodge and process claims

Secretarial

Maintain Owners Association roll and minute book

Maintain custody of (stored) records, if required by the Client


Maintain a complete record of correspondence between owners, residents/occupiers and other

relevant parties, and records to be kept pursuant to law (registration documents, etc.)

Establish and maintain a roll of all Unit owners with their current contact details and postal

addresses

Establish and maintain a roll of assets and facilities within the Development

Establish and maintain a register of Reliance Owners Association engagement and

authorizations, including records of permission given to residents in respect of installations etc.

Maintain the schedule of exclusive use parking allocations and storage areas

Record and retain all required notices under the Jointly Owned Property Legislation

Issue minutes of meetings

Attend to routine written and oral communication

Maintain a register of agreements

Use stamp for correspondence upon approval of the Client

Provide monthly management reports to the Client including details of resident complaints,

action and follow-up

Advise and assist owners and residents/occupiers in relation to the commercial Community

Rules

Respond to communications and correspondence from residents/occupiers and owners as

required

Liaise with the Client as required, ensuring that the Client remains fully informed in relation to

relevant legal and regulatory issues

Forward correspondence to the Client and the Facilities Manager as required

Liaise with the Client as required, ensuring that it remain fully informed in relation to relevant

legal, administrative and financial issues

Attend to the instructions of the Client and liaise with other parties including but not limited to

the Facilities Manager in relation to the operation and maintenance of the Development


Interim Owners Association Meetings

Convene and run the Interim Association meetings (quarterly or such other frequency as

required to properly manage the Interim Association in accordance with industry best practice

and the Jointly Owned Property

Prepare as required for Interim Association Meetings, including preparation of notices of

General Meeting for the Interim Owners Association, proxies, voting papers, budget information

and reports;

Prepare and distribute the General Meeting Agenda for the Interim Owners Association

Brief the Client and the owners on their respective roles and responsibilities in connection with

the Interim Owners Association and the Jointly Owned Property Legislation

Facilitate the formation of the Interim Association board: Calling for nominations for Reliance

Board members; liaising with nominated Interim Board member as required, ensuring that they

remain informed; preparing official correspondence for the Interim Board; calling for the

submission of General Meeting discussion items from the owners;

Prepare, record and distribute Minutes of the General Meetings

Prepare and accept correspondence on behalf of the Reliance Owners Association

Interim Owners Association Board and Interim Board Meetings

Assist the Interim Board with understanding of its responsibilities and restrictions

Prepare and distribute notices of Interim Board meetings

Attend Board Meetings

Prepare, record and distribute minutes of board meetings

FACILITIES MANAGEMENT SUPERVISION

Provide to oversee contractors engaged in gardening, cleaning, building maintenance or any

other work whatsoever onsite and on the Common Property so that such areas are kept in good

order and repaired to the standard envisioned for the Development as set forth in the draft

Constitutional Documents as well as provide coordination services as required.

As far as possible, deal with any nuisance or annoyance onsite and on the Common Property

and any required enforcement of service charges

Prepare and issue notices under local law as required.


ASSET MANAGEMENT SERVICES

Property Services Supervision, Repairs and Maintenance

Conduct Handover inspections of the common areas to identify defects of building construction

and finishes contractors;

Develop snag list and copy to relevant parties;

Ensure the construction contractor completes its Defects Liability Period obligations in

accordance with the Contract and the Commissioning and Handover Plan;

Carry out regular inspections of the Common Areas and common facilities and Owners

Association Assets to:

Supervise and monitor the performance of contracted services providers;

Ensure that no unauthorized use is occurring and, so far as is possible; ensure compliance with

the proper standards for use;

Be aware of the general condition of the Common Areas and common facilities and Owners

Association Assets;

Arrange for appropriately qualified contractors to undertake unscheduled repairs to and routine

maintenance of the Owners Association common areas and common facilities and/or specified

areas and common facilities as and when required;

Through proper supervision of the Facilities Services agreement between the OA and service

providers, cause the Common Areas and common facilities to be managed, maintained and

repaired so as to ensure that they are kept in good order and repair;

Report promptly to the Owners Association Board on all things requiring repair or creating a

hazard or danger and take remedial action where practicable;

Obtain quotations for repair, maintenance and replacement of common areas and common

facilities or specified personal areas and common facilities vested in the Owner’s Association;

When required, liaise with suppliers about work to be carried out on Common Areas and

common facilities or when works carried out on private areas and common facilities will impact

upon the Common Areas and common facilities;

Advice the Owners Association Board in relation to any correspondence, reports, enquiries and

complaints received relating to the Common Areas and the Owners Association assets and their

management;


Facilities and Building Management Contract Supervision

Maintain a schedule of contracts detailing the Key Performance Indicators, due dates for service

delivery, scheduled service calls and dates of attendance, and make the schedule available to a

Board representative on request;

Arrange for the proper procurement of Facilities Management, Maintenance and Service

contracts as required by the Owners Association and ensure are carried out in accordance with

their terms;

Provide advice and guidance to the Board on the provision of FM services to the Owners

Association and implementing short and long term plans to manage and sustain common areas

and common facilities;

Keep itself fully appraised of the layout, construction, location, character, plan and operation of

any lighting, irrigation, drainage, sewerage, power, communication, security and other systems

and equipment installed on the Common Areas and common facilities, inform the Owners

Association Board generally about their condition from time to time and recommend to the

Owners Association any changes or modifications the Manager considers should be made;

Assist the Board in preparing FM tender documents; reviewing of proposed contracts and

selection of service providers.

Issuance of NOCs for transfer of property (Excluded and to be paid for separately)

RERA Checklist for OA registration

The Real Estate Regulatory Agency (RERA) requires copies of the following documentation to be

lodged to enable the registration of the OA:

1. Title documentation

Common area site plan approved by RERA;

Title deed for unit;

Draft Jointly Owned Property Declaration.

Clearance letter from Land Department Technical Affairs Division

2. General Assembly Meeting

General notice of meeting issues to all owners;

Notices of meeting sent to all owners (showing owner and address sent);

Agenda and all supporting documentation;

Attendance records;

Voting papers;

Proxies;

Details of all people nominated for the Board and all supporting information;

Approved Minutes of Meeting signed by Board;


Details of elected board, including contact details.

3. Board meeting

Notice of meeting;

Agenda and all supporting documentation;

Attendance records;

Minutes of Meeting, including outcome of board resolutions.

4. Board information

Passport and visa;

Title deed for unit;

Signed declaration confirming compliance with Code of Conduct;

5. Undertaking to submit audit report in accordance with RERA requirements and the law;

6. Undertaking to submit jointly Owned Property Declaration in accordance with RERA

requirements and the law.

Note: All the above documentation must be delivered in one folder with a CD containing

electronic format of all documentation (except proxies, attendance records and voting papers)

“Supervising and

delivering ALL needs

of the OA’s”

“Financial budgeting

and auditing as well as

sinking/reserve fund

investment taken

care of in

Perfect transparency”

“Skilled in

implementing

condition surveys so

as to increase your

asset life and to save

on costs”

“We can take care of

your insurance needs

as well, advising you

on the best possible

choices and on risks”

Reliance OAM Owner’s association management Our Service Standards

ISO 9001 Certification

Reliance Facilities Management is an ISO 9001:2008 certified organization. ISO

aims at documentation to bring about quality, and quality awareness is a

state of mind which the Task Force of an Organization needs to realize

and bring it to implementation. ISO brings about change at the grass root

level and changes the culture and mindset of the people in an organization.

The benefits of ISO documentation are:

Quantified Service Levels

Higher perceived Quality

Greater customer demand

Increased operational efficiency

Improved management

Reduced defect incidents in service delivery

“We are an ISO

9001certified

Company”

“Adherence to strict

standards of the Quality

Management Systems”

Reliance OAM

Owner’s Association Management

Reliance OAM Your Partner to the Top

Our Achievements

ISO 9001:2008 Certified.

Our CEO sits in the Founding

Board of MEFMA (Middle East

Facility Management Association)

Associated with Dubai Real

Estate Institute on

FM/OAM Training

The only FM Company in

the region to be nominated

for Lloyds Business Awards.

We are in tie up with Heriott

Watt University, Dubai with a

cross training program for our

employees & we support

internships for upcoming

scholars in the Building

Management Segments.

Reliance OAM Owner’s Association Management Our Leadership

Reliance OAM Structure

CEO

Association Manager

Accounts Manager

Assistant Association

Manager

Association Coordinator

Operations Manager

Technical Manager

FInanace

Accountants

Collections officers

BOARD

Reliance OAM Owner’s association management

Our P r o j e c t s

Key Projects cont…

Opal Tower, Business Bay

Opal Tower is a development by Mismak – the Real Estate arm of First Gulf Bank, AbuDhabi. It’s a Commercial Tower with 200 offices and 6 Retail units consisting 7 floors of Carparks with a Capacity of 1000 slots. ROAM is managing the OAM services for the towerincluding office and retail fit-out coordination.

Key Projects cont…Centurion Star, Deira

The Centurion Star, the 12 storey building is a stand-out development and elegant structure located near Deira Citycenter. The connected Towers offer a full range of amenities combined with modern facilities and comprised withoffices and retail.Apart from OAM activities and fit-out coordination, ROAM is managing complete Facility Management Services,including cleaning, Security, Front Office Administration, Help Desk and Pest control.


Our P r o j e c t s

Key ProjectsDunes, Silicon Overseas

It is a residential building of 189Apartments with facilities such asswimming pool, gymnasium, car parksand landscaped area. Reliance OAM hasbeen the Association Manager for DuneResidences for last 4 years in terms ofdoing the General, Technical, Financialand Customer Service Management of thebuilding. We are responsible for thecollection of Service Charges andmanaging the Interim AssociationMeetings to sort out the day to dayoperations on site.

Key Projects cont…Liberty House, DIFC

It is a 40 storey high-end residential/commercial complexwith 226 apartments and 140 offices with facilities such asswimming pool, car parks and health clubs.

The services we offer are General, Technical, Financial andCustomer Service Management of the building. We areresponsible for the collection of Service Charges andmanaging the Interim Association Meetings to sort out theday to day operations on site.

Liberty House is one of the few body cooperates registeredwith DIFC and operating as a legal entity with it’s own Escrowbank account.


Our P r o j e c t s

Key Projects cont…

Grandeur Residences, Palm Jumeirah

Grandeur Residences is located in Palm Jumeirah Crescent which is one of the prime areas in Dubai. It consist of 229 luxury fully furnished apartments where residents have the opportunity to enjoy natural sea as well. In addition there are 5 townhouses separated from apartment structure. Special facilities available at Grandeur are Beach, Health club with sauna and steam, Swimming pools with Jacuzzi, Tennis court, Concierge and Cleaning services for apartments. ROAM has been managing the property from year 2012 - 2015.

Key Projects cont…Centrium Towers, IMPZ

Centrium consists of 4 residential towerswith over 580 Apartments with commonfacilities such as swimming pool,gymnasium, steam, sauna and kids playarea. We were the first AssociationManager to be appointed. Reliance OAMmanaged the property from year 2013 to2015 and conducted the first AGM as well

ROAM was managing all the serviceproviders and transition from thedeveloper by verifying handoverdocuments such as-built drawings, O&MManuals, Testing and commissioningreports.


Contact Us

DUBAI 603, Opal Tower

Burj Khalifa Boulevard,

Business Bay

Dubai, U.A.E

Tel: 00971 4 5538696

Fax: 00971 4 5538697

Email: [email protected]

LONDON Holden House, 4th Floor

54-68 Oxford Street

OR 57 Rathbone Place

W1T 1JU, London, UK

Tel: +44 (0) 203 137 6325

www.rfmglobal.com

mailto:[email protected]

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