1. HORIZONTAL
COMMUNITY MANAGEMENT
Capabilities Statement
2013
Creating Successful Communities
Innovative real estate management solutions,
that support developers and homeowners, to create successful,
sustainable and harmonious communities.
Prepared by Stephen French, NOVUS Community Management
Business Development Manager
E: stephen.french@novuscommunities | M: (+971) 50 956 7057 |PO Box 28147 CPO, Dubai, UAE

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3. Introduction
This Capability Statement seeks to demonstrate the skills and experience that exist within Novus
Community Management (NOVUS) with regard to management and operations of both large scale
master communities and, more specifically, the horizontal communities that may form part or all of
these.
These capabilities are further supported by the multi-disciplinary expertise of our parent consultancy
group, PRDnationwide, who provide multi-disciplinary expertise and support to not only NOVUS, but
to many of the largest Developers and Operators in the region.
Across the Group, we have individuals with many years of experience in all aspects of low rise
communities from inception, planning, structuring and surveying through to operational and
financial management as well as the softer, more social and cultural aspects that help to make such
communities successful.
NOVUS is the one of the region’s largest and most innovative Owners Association (OA) Management
companies. Independently owned by the PRDnationwide / NOVUS Group, we constantly strive to
become the manager of choice for prominent Dubai Jointly Owned Properties.
From our establishment in 2010, NOVUS has grown to become a market leader in the management
of Jointly Owned commercial, residential and retail properties and we now have over 10,000 units
under management. Our projects include high and low rise single use towers, mixed-use towers,
complex volumetrically subdivided buildings and mixed resort hotel and residential developments
throughout Dubai.
Our successes also demonstrate our principles of continuous improvement; we listen to and always
try to understand the needs and demands of the communities we manage; working with them, and
all interested parties, in a culture of professionalism, mutual trust and respect.
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4. Experience of Low rise / Horizontal Communities
Across the Group our Teams have a vast range of experience of working with both developers and
operators of horizontal communities. This experience covers Dubai, the GCC as well as Australia and
New Zealand. It is this range of experience that places us in a unique position, amongst Community
Managers in Dubai. It also provides us with a solid and real base on which we will build future
successes and innovations.
The table below seeks to provide a summary of the range experience that our Teams currently have
of low rise developments and communities.
Range of Services that our Team
UAE DEVELOPMENTS Description / Size
members were involved with
Palm Jumeirah Master Community of Community Asset Management including:
Palm
• Handover from the Developer
• Preparing of scopes for service delivery
requirements
• Monitoring performance of contractors
• Comprehensive asset list preparation
• Condition surveys of master community
• Inspections of Master Community public
real and infrastructure
Sports City / Victory Heights 1000 villa community • Community Manager
• Development of JOPD
• Liaison with preparation and submission
of Master Community JOPD
• Coordination of budget preparation
process
• Service Charge calculations and
preparation
• Transition of financial, FM supervision
and administrative management
• Management of common area
maintenance and related contractors
Range of Services that our Team
GCC DEVELOPMENTS Description / Size
members were involved with
KSA • 20 gated Total Property and Asset Management
communities including:
• Central & Southern Region • 80,000,000 ft2 of • Financial planning - operational budgets
• Eastern Region developed land for community, villa lease, operational
• Western region forming part of the and maintenance costs.
communities • Delivery Community operational Services
• 2,400 single level - Landscape design and maintenance;
and duplex villas Road and sidewalk maintenance; Road
• Leisure and sweeping; Parks and play areas;
community services Irrigation; Community pools; Sports
• All infrastructure fields and running tracks; Golf courses;
and utility services Indoors sports – gyms, squash, 10 pin
bowling; Community washroom, shower,
changing and related facilities; Garbage
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5. collection; MEP including drains and
street lighting.
• Infrastructure - Power generation and
distribution; Deep water wells and water
treatment plant; Sewerage Treatment;
Highway Maintenance; Canals and Canal
lock gates.
• Support Services – Telecommunications;
Security; Community refectories; Postal
Services; Shops; Nursery and
Kindergarten schools; Fire and
emergency services; Libraries and
Security.
Bahrain 215 waterfront JOP villa • Operational cost calculations
development within JOP • Service Charge calculations
Master Community • Common area service delivery – security,
road and sidewalk cleaning and
maintenance, common building and
infrastructure maintenance and cleaning
• Canal and lock gate operations and
maintenance
• Landscaping
• Temporary power to common services
(streetlights etc.)
• Safety planning and procedures
• Security and traffic management
INTERNATIONAL Range of Services that our Team
Description / Size
DEVELOPMENTS members were involved with
Coolum Ridges Strata Housing • Preparation of Governing Documents
Community including community rules
• Budget preparation
1000 villas, pools and • Service charge calculation
leisure facilities • OA formation, developer transition and
registration with Govt. Dept.
• Financial and Administration
Management of OA
Hervey Bay Airport Industrial Park Strata commercial • Preparation of Governing Documents
development consisting including community rules
of industrial and non- • Budget preparation
tower commercial • Service charge calculation
• OA formation, developer transition and
registration with Govt. Dept.
• Financial and Administration
Management of OA
Viridian Noosa 300 managed villas • Preparation of Governing Documents
including community rules
2 hotels • Budget preparation
• Service charge calculation
Community pools and • OA formation, developer transition and
leisure facilties registration with Govt. Dept.
• Financial and Administration
Management of OA
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6. Beach Road Holiday Homes 5 * prestige managed • Preparation of Governing Documents
Villas including community rules
• Budget preparation
2008 development of • Service charge calculation
year • OA formation, developer transition and
registration with Govt. Dept.
• Financial and Administration
Management of OA
Elysium, Noosa 150 villas • Preparation of Governing Documents
including community rules
Community pools, • Budget preparation
leisure facilities including • Service charge calculation
community halls • OA formation, developer transition and
registration with Govt. Dept.
• Financial and Administration
Management of OA
We strongly believe that the above schedule demonstrates the range and depth of knowledge that
already exists in Novus, supported by specialists in PRDnationwide. This experience, coupled with
the experience Novus has of creating and successfully managing Owner Associations in vertical
developments places Novus at the forefront of Horizontal Community Management in Dubai.
We recognize that whilst, at the present time, NOVUS may not have the formal operational
experience of managing JOP Horizontal Communities in Dubai, our established and proven policies
and procedures related to vertical communities when added to the Teams experiences of working
with horizontal communities, and the different challenges and specifics that these entail, will only
enhance the level of service that the horizontal communities and Owner Associations will receive
from Novus.
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7. Our Capabilities
Whilst the section above clearly demonstrates that we have individual experience of working in
various aspects of horizontal communities, how does this translate into a capability to actually
deliver all of the necessary services?
We believe that our demonstrable and proven success as Dubai’s largest independent Community
Management Company gives us the perfect platform to work with, and add value to, the many villa
based communities across Dubai.
The management processes and procedures that we have developed are equally applicable to both
high rise and horizontal. What will differ are some of the influencing factors that are more directly
related to specific services, procurement and specifications relating to contractors together with
their respective KPI’s and SLA’s, the liaison with the Master Community and the impact that their
Rules and services have on the Owner Associations, Boards, and residents.
Some of these factors naturally flow through the service charges and, clearly, how the budgets are
prepared and communicated. Again our knowledge, skills and experience with other horizontal
communities as well the Groups related work with Master Communities means that we already have
the capability to develop Budgets that are both detailed and robust.
In the following table, listed are the standard functions that we already deliver as community
managers together with a few comments on these with regard to Horizontal and Master
Communities, where appropriate, thus it will be seen how the skill sets and experience that currently
exists in our Teams will allow us to manage and successfully deliver these differences.
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8. REF COMMENTS WITH REGARD TO HORIZONTAL
NOVUS CURRENT STANDARD TASKS
NO. COMMUNITIES
1 Administration, Financial and Secretarial Services
1.1 Meetings Management and Record Keeping
a Prepare and distribute notices of the Same
Annual General Assembly of owners;
b Attend the Annual General Assembly, Same
and conduct the meeting on behalf of
the Owners and attend 2 adjourned
meetings(due to lack of quorum at first
meeting);
c Prepare and distribute minutes of the Same
Annual General Meeting;
d Prepare and distribute notices of Board Same
Meetings;
e Organising and calling of Board Same
elections, manage candidate
nominations;
f Attend and conduct Board Meetings on Same
behalf of the Board members;
g Prepare and distribute minutes of the Same
Board Meetings;
h Arrange for venue for meetings (cost of Same
venue to be borne by Owners
Association);
i Maintain updated Owner and Occupier Same
registers and ensure confidentiality;
j Maintain correspondence files and Same
records;
k Record and retain all statutory notices; Same
1.2 Financial Administration and Accounting
a Issue service charge invoices with the Same
inclusion of any specific
communications to owners as directed
by OA Board;
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9. b Monitor Service Charge arrears and Same
arrange for the legal recovery of service
charges not paid (at the cost of the
defaulting owner, not the OA);
c Establish and maintain the bank Same
accounts;
d Prepare the service charge budgets in Same
liaison with OA Board;
e Obtain RERA approval for Budgets Same
before issuing service charges;
f Manage the General Fund and the Same
Reserve Funds under the direction of
the Board;
g Arrange for the payment of invoices on Same
behalf of the Owners Association (e.g.
for water and electricity charges,
maintenance etc.) in accordance with
the approved RERA payment process
and the approved annual budget of the
Owners Association;
h Pay outgoings and expenses incurred in Same
connection with the management of the
Owners Association;
i Provide to the Board monthly Financial Same
Statements including Balance Sheet,
Statement of Income and Expenditure
and Service Charge Arrears report;
j Manage cash flow and report regularly Same
to the Board re cash flow position and
requirements;
k Assist the Owners Association’s auditor Same
in providing accounts and records for
audit;
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10. 1.3 Compliance
a Ensure the OA management and Same
operations remain in compliance with
local regulations, through liaison with
RERA, the Lands Department and
related Dubai Government authorities
1.4 Insurance Administration
Arrange for all necessary Insurance cover (including but not limited to):
a Property All risks (Building and common Only in relation to properties belonging to the OA
area assets and contents), e.g. Leisure and related rooms/assets, pump
rooms, storage rooms, Infrastructure / Utility
plant and equipment if forming part of the OA
b Public Liability for personal injury or Same
property damage,
c Worker’s compensation and employer’s Same
liability, Machinery Breakdown and - if required according to the structure, JOPD, or
related covers other documentation
d Board Member’s Officers and Directors Same
liability
e Obtain quotes for insurance renewals Same
and submit quotes to Board for
approval and renewing the Owners
Association’s insurance every year;
f Arrange insurance valuations as Same
required and provide guidance to the
Board of the Association on insurance
related matters
1.5 Supervision of Community Rules
a Generally supervise the observance of Same
the community rules of the Owners
Association by the Owners, Occupiers
and invitees and report to the Board;
b Ensure full copies of community rules Same
are made available to Owner’s and
occupiers via web portal (PDF Files), and
hard copies if required by the Board (at
OA cost).
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11. c Answer queries from the owners or Same
their agents about the Community Rules
or Jointly Owned Property Declaration
for the Scheme;
d Answer queries from the Board about Same
community rules and attending to
routine written and oral communication
in relation to the enforcement of
community rules;
e Serve breach notices to comply with Same
Community Rules, and follow up with
penalty notices if non-compliance;
f Ensure that any suggested amendments Same
to the rules are presented to the OA and
properly documented upon acceptance
by the OA.
2 Asset Management Services
2.1 Property Services Supervision, Repairs and Maintenance
a Conduct a thorough building survey and Only in relation to any buildings that form part of
condition review to document current the OA assets
status of the building;
b Arrange for further specialised asset Close liaison with specialist utility or other service
condition audits, surveys and building providers where their services have wayleave or
inspections as may be required by the easement exists and especially where access or
OA and to comply with the law; service facilities pass through or under Master
community and/or OA demised property. Our
Teams have previous experience of not only
specifying and procuring such services but also of
planning and delivery of these services.
c Carry out regular inspections of the Same
Common Areas and common facilities - this is a fundamental part of our QA program
and Owners Association Assets to:
c.1 Supervise and monitor the performance Same
of contracted services providers;
c.2 Be aware of the general condition of the Same
Common Areas and common facilities
and Owners Association Assets;
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12. c.3 Ensure that no unauthorised use is Same
occurring and, so far as is possible,
ensure compliance with the proper
standards for use;
d Report promptly to the Owners Same
Association Board on all things requiring
repair or creating a hazard or danger
and take remedial action where
practicable;
e Arrange for appropriately qualified Same
contractors to undertake unscheduled - In horizontal we place a different emphasis on
repairs to and routine maintenance of certain service provisions when compared to a
the common areas and common vertical e.g. landscaping, road or sidewalk
facilities and/or specified Owners cleaning and maintenance and waste
Association areas and common facilities management. Similarly, the planning, safety and
as and when required; control factors often require a differing set of
considerations e.g. continued access to
surrounding properties, timings of works,
protection and illumination of works, interface
and liaison with other interested parties such as
the Master Community, RTA, utility providers etc.
f Obtain quotations for repair, Same
maintenance and replacement of - Again, our specifications have to reflect the
common areas and common facilities or specifics of the community and the nature of the
specified personal areas and common asset.
facilities vested in the Owner’s - As a Group we produce some of the most
Association; detailed and robust cost modelling reports for
Master Communities, some of the principles
embedded in these reflect in the approach to
maintenance planning, cost evaluation and
budget preparation
g When required, liaise with suppliers Same
about work to be carried out on - The management or control of contractors who
Common Areas and common facilities are working on private properties is co-ordinated
or when works carried out on private or monitored with a different set of controls and
areas and common facilities will impact rules than exist in a high rise JOP property. The
upon the Common Areas and common physical layout and access issues are
facilities; fundamentally different as are the risks that need
to be mitigated.
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13. h Advise the Owners Association Board in Same
relation to any correspondence, reports,
enquiries and complaints received
relating to the Common Areas and the
Owners Association assets and their
management;
2.2 Facilities Management Contract Supervision
a Arrange for the proper procurement of Based on previous experience and skills, these will
hard and soft services contracts as be specifically based on the requirements of the
required by the Owners Association; individual MC or OA and specifications tailored to
reflect these needs.
b Prepare all RFP’s, tender documents Same
and supply contracts for FM services;
c Receive tender documents and ensure Same
proper process of approval by the
Board for all supply contracts, and
following approval by the Board appoint
contractors;
d Review tenders and proposals and Same
negotiate with proposed contractors
and suppliers;
e Prepare recommendations to the OA Same
based on detailed comparative analysis - relative to the MC or OA community specific
of all tenders and evaluation against the designs and service requirements
specific needs of the building;
f Following the resolutions of the Board, Same
appoint selected suppliers and arrange
for their contracts to be implemented;
g Maintain a schedule of contracts Same
detailing the Key Performance
Indicators (KPI’s) and due dates for
service delivery, scheduled service calls
and dates of attendance;
h Control and monitor contractors in the Same
performance of their duties and report
to the Board;
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14. i Provide advice and guidance to the Same
Board on the provision of FM services,
ensuring that decisions are made in the
interest of all Owners;
j Manage all utilities and master Same
community services to the building to
ensure accuracy, and minimise costs to
the OA;
k Conduct building utilities consumption Same
survey and implement practices to - the main focus difference will relate to irrigation
minimise utilities costs throughout the and water use as well as all of the other metered
building; and non-metered utility services
l Monitor and manage a PPM program Same
for the building;
m Maintain proper database of plans and Same
drawings related to the layout,
construction, operations and equipment
installed on the Common Areas and
common facilities, and report on their
condition to the Owners Board;
Novus Community Management has the Human Resource’s, Technologies and Operational
Procedures to offer Dubai’s Villa Communities the solutions to efficient management and
harmonious living.
Our Mission
“To support property owners create
financially stable and socially harmonious
communities in which the quality of life,
property values and rental yields exceed
those of comparable communities.”
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