Reliance_OAM

RELIANCE OAM
Owner’s Association Management

Reliance OAMOwner’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 OAMOwner’s association management What we do
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 wne 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 OAMOwner’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 OAMOwner’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 ServiceLevels
 Higher perceived Quality
 Greater customer demand
 Increased operational efficiency
 Improved management
 Reduced defect incidentsin service delivery
“We are an ISO
9001certified
Company”
“Adherence to strict
standards of the Quality
Management Systems”

Reliance OAM
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 OAMOwner’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 OAMOwner’s association management
Our Pr o je 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, Abu
Dhabi. It’s a Commercial Tower with 200 offices and 6 Retail units consisting 7 floors of Car
parks with a Capacity of 1000 slots. ROAM is managing the OAM services for the tower
including office and retail fit-out coordination.
Centurion Star, Deira
The Centurion Star, the 12 storey building is a stand-out development and elegant structure located near Deira City
center. The connected Towers offer a full range of amenities combined with modern facilities and comprised with
offices 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 Pr o je c t s
Key Projects
Dunes, Silicon Overseas
It is a residential building of 189
Apartments with facilities such as
swimming pool, gymnasium, car parks
and landscaped area. Reliance OAM has
been the Association Manager for Dune
Residences for last 4 years in terms of
doing the General, Technical, Financial
and Customer Service Management of the
building. We are responsible for the
collection of Service Charges and
managing the Interim Association
Meetings to sort out the day to day
operations on site.
Liberty House, DIFC
It is a 40 storey high-end residential/commercial complex
with 226 apartments and 140 offices with facilities such as
swimming pool, car parks and health clubs.
The services we offer are General, Technical, Financial and
Customer Service Management of the building. We are
responsible for the collection of Service Charges and
managing the Interim Association Meetings to sort out the
day to day operations on site.
Liberty House is one of the few body cooperates registered
with DIFC and operating as a legal entity with it’s own Escrow
bank account.

Our Pr o je c t s
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.
Centrium Towers, IMPZ
Centrium consists of 4 residential towers
with over 580 Apartments with common
facilities such as swimming pool,
gymnasium, steam, sauna and kids play
area. We were the first Association
Manager to be appointed. Reliance OAM
managed the property from year 2013 to
2015 and conducted the first AGM as well
ROAM was managing all the service
providers and transition from the
developer by verifying handover
documents such as-built drawings, O&M
Manuals, Testing and commissioning
reports.

Reliance OAM
Owner’s association management Contact Us
DUBAI
603, Opal Tower
Burj Khalifa Boulevard,
Business Bay
Dubai, U.A.E
Tel: 00971 4 5538696
Fax: 00971 4 5538697
Email: roam@rfmglobal.com
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

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