Are minimum call-out charges applied?

Yes minimum call out charges of AED 100 applies, which includes 1 hour of free service. ( if there is no promotion ongoing in the moment, or unit is under Planned Preventative Maintenance package with entitled free call outs)

Are materials included within the hourly rates provided?

No, materials are not included within the rates provided. Additional quotation for the materials is provided to the resident.

What is the response time?

Dependent upon the urgency you place on the call, Khidmah will either respond as an emergency within the hour or as agreed, to assess the works and make safe/isolate.

Is plant (machinery) and equipment included?

Standard tools of the trade are included in the hourly rate, such as hand tools and majority of power tools( larger equipment such as jack hammers and etc, will be hired, with the cost being passed onto the resident for a small fee, for which we will notify you prior to commencement)

Are the services staff direct employees of Khidmah?

The services staff is directly employed by Khidmah. Sub-contractors will only be used for specialist areas, such as shades, fly nets, shower screens and etc.

Will the Khidmah services staff be in uniform, carry ID and have appropriate safety equipment?

Yes, all Khidmah services staff will be in Khidmah uniform carrying Khidmah ID’s and using the appropriate safety equipment at all times.

Will the services staff take away their own rubbish and waste?

Yes the services staff will take away their own rubbish and waste, they will not use your bins on-site.

Is the service available 24/7?

Yes the service is available 24/7 with minimum call out charges applicable; however please note that some works may not be able to be completed after hours in accordance with the community rules and regulations.

How will I be billed for the works, will a quote be provided?

The way of billing will be advised from our customer care center. (however most of the payments are upfront, based on set hourly rates)

What languages does Services staff speak?

We have a team of multilingual staff. Our staff can also speak English and/or Arabic.

Are the services staff supervised?

Yes, the services staff supervised via a roaming supervisor, who will check in on each job to ensure quality and satisfaction.

Can tenants use the offered services?

Yes tenants can use offered services.

Is the partial cleaning provided for properties? Will I still be charged for the whole property or only the job done?

Maid and domestic are priced per hour as per the Services offered to your community. Deep cleaning is based on POA

What other services are available?

Services vary from property to property. To find more details, please visit your property section on this website.

What is the response time?

The response time will vary, dependent upon the nature of the call, if it is an emergency such as

• Total electricity failure/breakdown
• Total air-conditioning failure
• Total water stoppage
• Major leakage related to plumbing (e.g. water gushing out, leakage from plumbing etc)
• Major blockage of drainage

We will visit site within 1 hour to make safe.
Non emergency requests must be responded to with 2 hours up to 48 hours, depending of the request.

What if I use another supplier to rectify a warranty item?

If you do not notify Khidmah and use an alternate supplier, your warranty upon that piece of equipment will be void, please ring Khidmah for any warranty items.

Does Khidmah hold stock of warranty items?

Yes Khidmah holds stock for a number of major items, so do our providers to ensure prompt rectification.

What is covered by warranty?

All items are covered under a warranty period, with some pieces of plant and equipment being covered by a longer warranty, for this please refer to our Property management team on site.

Will the warranty service cost me anything?

The warranty service up to the 12 months and will not cost you anything unless it is found that the item has failed due to owner negligence, not maintaining as per manufacture recommendations, incorrect use, after the warranty expires it will cost you to rectify the item

If an item fails under warranty and it is an emergency, such as a broken tap what will happen?

Upon being advised Khidmah will visit the site and make safe the item, followed by a subsequent repair or replacement.

Is there any difference between Maintenance & Planned Preventative maintenance?

Planned Preventative Maintenance is a necessary investment in your home. By properly maintaining systems and equipment, you can reduce the number and costs of home repairs. Of course, everyone has maintenance issues from time to time, and that’s why Khadamati is ready to provide quotes and take care of maintenance items for you at a reasonable cost – simply request a quote and avail this service.

Can I request additional services to be included in my services package?

Yes, you can request additional services through the Customer Care Centre, which will be provided at an additional agreed cost per visit. Please visit your property section on this website.

Can I reduce the services per package or reduce the frequencies provided?

No, you can not reduce the frequencies or reduce the items covered in the package; the packages have been designed in such a way to provide a consistent level of service which is required.

Can I engage my own company to carry out these works? (Do I require prior approval for the same?)

Yes but it is not advisable to use external contractors as you may void warranties on the preventative maintenance items, along with incurring extra costs due to the provider not carrying out the correct level of service, which may seem like it is better value for money though in the long run it is false economy. Owners should seek advise before engaging in the services of external contractors.

How can I pay for these services? What are the different modes of payments?

You can choose to pay through our Online Payment website http://eservice.khidmah.com/ or alternatively, you can pay through credit card/cheque or by cash at Khidmah reception at the clubhouse of your community.

How do I cancel a service?

As per the General Terms & Conditions, The agreement may be terminated at any time by either Party upon providing 60 days written notice of termination to the other.

Are the works supervised?

Yes the works are supervised by a number of supervisors to ensure the quality and delivery of the service.

Can the timings of the service be booked to suite my time frames?

Yes the timings and dates can be booked to suite your schedule; however routine services will not be carried out on the weekend or public holidays.

Can tenants obtain this service?

Yes, tenants can obtain this service, the same as owners.

Can tenants use this service?

Yes tenants can use this service with landlord approval on some items, such as landscaping, irrigation, shades etc..

Are all items covered by the manufactures warranty?

Yes, all items are covered by the manufactures warranties which vary in length from service to service.

Will Khidmah installs the items?

The price includes installation in all cases (whether is it from Khidmah, or directly from the supplier).

Can a representative visit me to provide further information?

Yes a representative from Khidmah and the manufacture can visit you to provide further information if required, simply inform the Khidmah center and this will be provided.

Can I still purchase my own products?

Yes you can still purchase you own products, though Khidmah has negotiated an exclusive rate which allows you as the owner to receive better than market price for these service and goods, which are all supplied via quality manufactures. Khidmah have also aligned themselves with the companies and manufactures who have been involved with the design and construction of the Villas and apartments, thus the products specified are designed for and will meet the requirements of the Villas and apartments.

How am I invoiced for the works?

Purchase order will be given at the time of order. You will be provided with an invoice upon completion from Khidmah for the services. (Depends on the service, payment may be required before or after, and the same will be advised from the Customer Care Center)

Can I contact Khidmah call center for special orders? (Anything that is not in the life style brochure)

Yes you can contact Khidmah call center for special orders.

What is the time frame from order to installation?

The time frame varies per product, lead times will be confirmed upon conformation of the order.

If the customer wants to buy the items form the outside is there any criteria they have to fulfill or do they get the item approved by Khidmah? (Whom to contact regarding this)?

Any major property modifications (such as installing shades) will need to have prior approval. All such requests should be directed to Khidmah call center.

Why is home maintenance required?

To keep houses up and running constant maintenance is required. Small jobs like carpentry, plumbing or electric wiring demand vigilant care for which Khidmah provides efficient solutions within minutes all year long.

What kind of packages do you offer?

We offer structured packages on an annual basis which cover most maintenance issues. The fee covers preventive and corrective measures. In addition we also respond to preventive measures.

Does Khidmah do repairs?

Yes indeed! Our team will evaluate the problem and give you the best possible recommendations for the repair(s) and would also work on a development plan to carry out the needed repair(s).

Do a lot of homes need repair?

Yes all homes require some sort of maintenance on an annual basis. Residential areas near the coast are prone to extreme weather conditions like wind, moisture and heat and therefore demand consistent preservation.

What is covered in regular home maintenance?

Some of the things included in our structured programs are plumbing, air conditioning and electrical maintenance.

How can I save money by having a maintenance contract?

Your savings can be over ten times the cost of our annual subscription fee. Regular house check ups can save you thousands of dirham of repairs. We will keep a check on the running of the A/C, the pump, the water supply & drainage and electrical distribution board. Our technicians use a prescribed checklist during the annual check up rounds. You can trust our experts for guiding you through your home up keeping.

Are your services available on weekends?

Yes, our 24 hour customer helpdesk is there to register your complaints and assign professionals to solve your problems. You may call us on our toll free number 800-KHIDMAH (800-5443624) for further assistance.

What if I require some specific kind of service that is not part of the structured packages?

Khidmah provides a whole range of services like window cleaning, maintenance of gardens & swimming pools and A/C Duct cleaning. Please send us an email outlining your query and we will send you a detailed reply.