Standard Operating Procedures
Internal SOPs for property management operations
Standard operating procedures for the Manzilo team. Follow these steps to ensure consistent, compliant operations.
Tenant Onboarding
Document collection, Ejari registration, PDC setup
Maintenance Workflow
Issue logging, contractor assignment, resolution
Tenant Onboarding
Collect tenant documents — Emirates ID, passport, UAE visa, previous tenancy reference (if available).
Verify documents — Check Emirates ID against ICA database. Verify visa status.
Create tenant profile in Manzilo — Enter all details including emergency contact and employer information.
Register Ejari contract with DLD — Upload signed tenancy contract and supporting documents. Registration must be completed within 30 days of contract start.
Set up PDC cheque schedule — Collect post-dated cheques for the full tenancy period. Log each cheque in the system with bank details and due dates.
UAE Legal Requirement
Ejari registration is mandatory under Dubai Law No. 26 of 2007. Failure to register may result in fines and invalidation of the tenancy contract.
Maintenance Workflow
Log the issue — Tenant or staff submits a maintenance request via the portal or WhatsApp.
Classify and assign — Property manager classifies urgency (emergency / routine) and assigns to a contractor.
Contractor confirms — Contractor accepts the job and schedules a visit within the SLA window.
Resolve and close — Contractor marks work complete. Tenant confirms resolution. Issue is closed in the system.
| Priority | Response Time | Resolution Time |
|---|---|---|
| Critical (no power/water) | 2 hours | 24 hours |
| Urgent (AC failure) | 4 hours | 48 hours |