2013 novus villa and land sub divisions management capabilities

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

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.

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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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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.

UAE DEVELOPMENTS Description / Size Range of Services that our Team

members were involved with

Palm Jumeirah Master Community of

Palm

Community Asset Management including:

• 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

GCC DEVELOPMENTS Description / Size Range of Services that our Team


KSA

• Central & Southern Region

• Eastern Region

• Western region

• 20 gated

communities

• 80,000,000 ft2 of

developed land

forming part of the

communities

• 2,400 single level

and duplex villas

• Leisure and

community services

• All infrastructure

and utility services

Total Property and Asset Management

including:

• Financial planning - operational budgets

for community, villa lease, operational

and maintenance costs.

• Delivery Community operational Services

- Landscape design and maintenance;

Road and sidewalk maintenance; Road

sweeping; Parks and play areas;

Irrigation; Community pools; Sports

fields and running tracks; Golf courses;

Indoors sports – gyms, squash, 10 pin

bowling; Community washroom, shower,

changing and related facilities; Garbage

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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

development within JOP

Master Community

• Operational cost calculations

• Service Charge calculations

• 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

DEVELOPMENTS Description / Size

Range of Services that our Team


Coolum Ridges Strata Housing

Community

1000 villas, pools and

leisure facilities

• Preparation of Governing Documents

including community rules

• Budget preparation

• Service charge calculation

• OA formation, developer transition and

registration with Govt. Dept.

• Financial and Administration

Management of OA

Hervey Bay Airport Industrial Park Strata commercial

development consisting

of industrial and non-

tower commercial








Management of OA

Viridian Noosa 300 managed villas

2 hotels

Community pools and

leisure facilties








Management of OA

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Beach Road Holiday Homes 5 * prestige managed

Villas

2008 development of

year








Management of OA

Elysium, Noosa 150 villas

Community pools,

leisure facilities including

community halls








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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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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REF

NO. NOVUS CURRENT STANDARD TASKS

COMMENTS WITH REGARD TO HORIZONTAL

COMMUNITIES

1 Administration, Financial and Secretarial Services

1.1 Meetings Management and Record Keeping

a Prepare and distribute notices of the

Annual General Assembly of owners;

Same

b Attend the Annual General Assembly,

and conduct the meeting on behalf of

the Owners and attend 2 adjourned

meetings(due to lack of quorum at first

meeting);

Same

c Prepare and distribute minutes of the

Annual General Meeting;

Same

d Prepare and distribute notices of Board

Meetings;

Same

e Organising and calling of Board

elections, manage candidate

nominations;

Same

f Attend and conduct Board Meetings on

behalf of the Board members;

Same

g Prepare and distribute minutes of the

Board Meetings;

Same

h Arrange for venue for meetings (cost of

venue to be borne by Owners

Association);

Same

i Maintain updated Owner and Occupier

registers and ensure confidentiality;

Same

j Maintain correspondence files and

records;

Same

k Record and retain all statutory notices; Same

1.2 Financial Administration and Accounting

a Issue service charge invoices with the

inclusion of any specific

communications to owners as directed

by OA Board;

Same

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b Monitor Service Charge arrears and

arrange for the legal recovery of service

charges not paid (at the cost of the

defaulting owner, not the OA);

Same

c Establish and maintain the bank

accounts;

Same

d Prepare the service charge budgets in

liaison with OA Board;

Same

e Obtain RERA approval for Budgets

before issuing service charges;

Same

f Manage the General Fund and the

Reserve Funds under the direction of

the Board;

Same

g Arrange for the payment of invoices on

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;

Same

h Pay outgoings and expenses incurred in

connection with the management of the

Owners Association;

Same

i Provide to the Board monthly Financial

Statements including Balance Sheet,

Statement of Income and Expenditure

and Service Charge Arrears report;

Same

j Manage cash flow and report regularly

to the Board re cash flow position and

requirements;

Same

k Assist the Owners Association’s auditor

in providing accounts and records for

audit;

Same

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1.3 Compliance

a Ensure the OA management and

operations remain in compliance with

local regulations, through liaison with

RERA, the Lands Department and

related Dubai Government authorities

Same

1.4 Insurance Administration

Arrange for all necessary Insurance cover (including but not limited to):

a Property All risks (Building and common

area assets and contents),

Only in relation to properties belonging to the OA

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

property damage,

Same

c Worker’s compensation and employer’s

liability, Machinery Breakdown and

related covers

Same

- if required according to the structure, JOPD, or

other documentation

d Board Member’s Officers and Directors

liability

Same

e Obtain quotes for insurance renewals

and submit quotes to Board for

approval and renewing the Owners

Association’s insurance every year;

Same

f Arrange insurance valuations as

required and provide guidance to the

Board of the Association on insurance

related matters

Same

1.5 Supervision of Community Rules

a Generally supervise the observance of

the community rules of the Owners

Association by the Owners, Occupiers

and invitees and report to the Board;

Same

b Ensure full copies of community rules

are made available to Owner’s and

occupiers via web portal (PDF Files), and

hard copies if required by the Board (at

OA cost).

Same

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c Answer queries from the owners or

their agents about the Community Rules

or Jointly Owned Property Declaration

for the Scheme;

Same

d Answer queries from the Board about

community rules and attending to

routine written and oral communication

in relation to the enforcement of

community rules;

Same

e Serve breach notices to comply with

Community Rules, and follow up with

penalty notices if non-compliance;

Same

f Ensure that any suggested amendments

to the rules are presented to the OA and

properly documented upon acceptance

by the OA.

Same

2 Asset Management Services

2.1 Property Services Supervision, Repairs and Maintenance

a Conduct a thorough building survey and

condition review to document current

status of the building;

Only in relation to any buildings that form part of

the OA assets

b Arrange for further specialised asset

condition audits, surveys and building

inspections as may be required by the

OA and to comply with the law;

Close liaison with specialist utility or other service

providers where their services have wayleave or

easement exists and especially where access or

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

Common Areas and common facilities

and Owners Association Assets to:

Same

- this is a fundamental part of our QA program

c.1 Supervise and monitor the performance

of contracted services providers;

Same

c.2 Be aware of the general condition of the


and Owners Association Assets;

Same

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c.3 Ensure that no unauthorised use is

occurring and, so far as is possible,

ensure compliance with the proper

standards for use;

Same

d Report promptly to the Owners

Association Board on all things requiring

repair or creating a hazard or danger

and take remedial action where

practicable;

Same

e Arrange for appropriately qualified

contractors to undertake unscheduled

repairs to and routine maintenance of

the common areas and common

facilities and/or specified Owners

Association areas and common facilities

as and when required;

Same

- In horizontal we place a different emphasis on

certain service provisions when compared to a

vertical e.g. landscaping, road or sidewalk

cleaning and maintenance and waste

management. Similarly, the planning, safety and

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,

maintenance and replacement of

common areas and common facilities or

specified personal areas and common

facilities vested in the Owner’s

Association;

Same

- Again, our specifications have to reflect the

specifics of the community and the nature of the

asset.

- As a Group we produce some of the most

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

about work to be carried out on


or when works carried out on private

areas and common facilities will impact

upon the Common Areas and common

facilities;

Same

- The management or control of contractors who

are working on private properties is co-ordinated

or monitored with a different set of controls and

rules than exist in a high rise JOP property. The

physical layout and access issues are

fundamentally different as are the risks that need

to be mitigated.

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h Advise 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;

Same

2.2 Facilities Management Contract Supervision

a Arrange for the proper procurement of

hard and soft services contracts as

required by the Owners Association;

Based on previous experience and skills, these will

be specifically based on the requirements of the

individual MC or OA and specifications tailored to

reflect these needs.

b Prepare all RFP’s, tender documents

and supply contracts for FM services;

Same

c Receive tender documents and ensure

proper process of approval by the

Board for all supply contracts, and

following approval by the Board appoint

contractors;

Same

d Review tenders and proposals and

negotiate with proposed contractors

and suppliers;

Same

e Prepare recommendations to the OA

based on detailed comparative analysis

of all tenders and evaluation against the

specific needs of the building;

Same

- relative to the MC or OA community specific

designs and service requirements

f Following the resolutions of the Board,

appoint selected suppliers and arrange

for their contracts to be implemented;

Same

g Maintain a schedule of contracts

detailing the Key Performance

Indicators (KPI’s) and due dates for

service delivery, scheduled service calls

and dates of attendance;

Same

h Control and monitor contractors in the

performance of their duties and report

to the Board;

Same

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i Provide advice and guidance to the

Board on the provision of FM services,

ensuring that decisions are made in the

interest of all Owners;

Same

j Manage all utilities and master

community services to the building to

ensure accuracy, and minimise costs to

the OA;

Same

k Conduct building utilities consumption

survey and implement practices to

minimise utilities costs throughout the

building;

Same

- the main focus difference will relate to irrigation

and water use as well as all of the other metered

and non-metered utility services

l Monitor and manage a PPM program

for the building;

Same

m Maintain proper database of plans and

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;

Same

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.”

2013 novus villa and land sub divisions management capabilities

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