Chiller Services FAQ

Chilled water is a commodity that is used to cool a building's air equipment, especially in situations where the air supply and temperature of many individual rooms must be controlled on an individual basis.

Chilled water is the basic element required to make any AC unit effective and to cool the air, since chilled water is the basis of low temperatures.

Chilled water can be supplied in two ways:

1. District Cooling Supply (like Empower) – Business Bay, Downtown, Barsha South and Midtown buildings are supplied through DC's
2. Building-owned chillers (Oakwood, DSO, JVC, Opal, Al Ameri have own chillers)

The contract is an agreement between you and the supplier. It sets out the terms and conditions of supplying chilled water to your unit.

The unit owner is the billed party by default. As soon as the tenant registers, the tenant becomes the billed party. Registered customers will receive the bills and be able to use our Online Customer Portal, the easiest way to manage your account and make payments.

For new tenant: Registration through Nationwide LLC application is required. Application to be downloaded through apps store and play store.

Note: The landlord must clear his outstanding dues first before the new tenant can register connection under their name and should complete his registration documents.

For new owner: Manual registration only. To be forwarded to utilities@nationwide.ae along with the required documents.

Note: Client Relations Team should ensure the new owner registered to chiller at the time of unit transfer.

For Tenant (Individual):

• Registration Form
• Tenancy Contract and Ejari Copy
• Passport Copy and Emirates ID Copy

For Tenant (Company, Retail Unit):

• Registration Form
• Valid Trade License Copy
• Tenancy Contract and Ejari Copy
• Passport Copy and Emirates ID Copy
• VAT Certificate Copy (Optional)

For New Owner:

• Filled Customer Registration Form (Manual)
• Proof of ownership (copy of Title deed and SPA)
• Passport Copy and Emirates ID Copy
• Valid Trade License Copy (if Company)
• VAT Certificate Copy (Optional if company)

Refundable SD is collected to cover any outstanding when the tenant moves out /Owner sold the unit. The due amount will be deducted from SD and remaining amount will be refunded.

For Tenants: If you have completed the registration process and paid the applicable charges (account registration fee and chiller security deposit), the chiller service will be activated within the same day. Just present the Nationwide NOC at the building reception at the time of move in to assist with the chiller activation.

For Owners: If you have completed the registration process and paid the applicable charges (account registration fee and chiller security deposit), the chiller service will be activated within the same day. Just present the Nationwide NOC at the building reception at the time of move in to assist with the chiller activation.

There are 2 types of fixed charge:

1. Capacity / Fixed Charge: Charged by District Cooling Company
2. Service Charge: Charged by NMS, Amount depends on individual unit

The fixed monthly charge is a fee every owner/tenant is obliged to pay as per the building design regardless of whether the customer uses or refrains from using the service. The cost of chilled water is allocated amongst units on the basis of the load required to cool the apartment and, therefore, needs to be paid by each unit in the premises. This is the operational mechanism of the building and cannot be changed.

During the construction of the subject property, the District Cooling Company in the area was not equipped to install individual meters for ensuring direct billing. Instead, the service provider installed one common meter and instructed developers to facilitate and manage sub-metering, as well as the collection of charges.

Chilled water charges are typically divided into:

1. Consumption Charges (based on actual energy consumption of your unit)
2. Capacity / Demand Charges (based on the measurement of unit Refrigeration Ton (RT) / Allocated load capacity for your unit)
3. Service Charges

It is the charge for the actual flow of chilled water provided to your unit. The flow is measured by a meter installed for each individual unit. The measurement is made in BTU's by the sub meter, and charged at the rate set out in your supply agreement.

It is the charge levied upon the building by the supplier of the chilled water for providing connectivity to the cooling services and is inclusive of the cost of the base load of chilled water provided to the building as a whole. It is based on the Unit Capacity Tonnage projected by the supplier as the maximum load for the building. It is a fixed sum distributed evenly among all units and is paid on a monthly basis.

It is the maximum air conditioning cooling capacity required to be made available by the building owner to cool the common areas of a building. It is measured in tons and calculated as a proportion of the building's total air conditioning cooling capacity provided by the utility supplier.

The RT of your unit is pre-determined by the Developer depending on your unit area and premise type.

The monthly invoices will be sent via email on the registered email address. You will also be able to view the bills online on our Online Portal. Please make sure that your contact information is always updated on your account.

If you want to access your account online, please visit our website. Log in with your username and password you have created at the time of registration.

Visit Deyaar customer portal, click on Login button then "Forgot Password". Type your username & click on the "Send Reset Link". The link will be sent to your registered email address to create a new password.

If you are an existing registered customer, please log in to your online account, and you will get access to your Profile, from where you can update your account information. Alternatively, please send your request to utilities@nationwide.ae.

Easy Payment Options:

• Direct Payment Options: Cash or Cheque Payment (in favor of Nationwide Management Services L.L.C) at Cashier - Ground Floor, Deyaar Office, The Burlington Tower, Business Bay
• Cheque Payment: In favor of Nationwide Management Services L.L.C (please mention your building name and unit number on the reverse side of cheque)
• Bank Transfer: Refer to Invoice. For every successful payment, send your payment details to collections@nationwide.ae for verification and receipt booking
• Online Payment: Via Deyaar Customer Portal

Please confirm if you paid via the bank transfer or cash deposit. This payment method is not automatically reflected on your account unless the proof of payment is sent. Once identified, it will be booked in the system and shall reflect on the following month's chiller invoice. Please send an enquiry on collections@nationwide.ae

Late payment penalties is applicable, a 1% late payment PER MONTH will be imposed on any amount that is unpaid after the due date. The payments made and / or booked after due date shall reflect on the following month chiller invoice.

The chiller services of the unit will be disconnected under any of the following circumstances:

1. If Chiller Outstanding dues exceeds 300 AED and it is outstanding for more than 15 days
2. If Chiller registration has not been completed, chiller security deposit has not been paid

In the event of service disconnection due to non-payment of bills, a "Reconnection Fee" shall be charged as mentioned below:

• Residential Units: AED 500+VAT
• Commercial/ Retail Units: AED 1000+ VAT

Equipment's within your unit will need to be maintained and serviced regularly to operate efficiently. We encourage residents/owners to enter into a service agreement with a company providing maintenance services.

Please inform your landlord and or approach your building facility management for assistance.

Note: NMS scope is limited to metering, billing and collection. Hence, in-unit maintenance/rectification is the owner/tenant's responsibility.

For units not manage by Deyaar: You can arrange a competent service provider of your choice for carrying the necessary in unit maintenance.

For units managed by Deyaar: Contact 800Deyaar to register maintenance request.

Please contact us through e-mail utilities@nationwide.ae to arrange for an inspection.

For any payment/invoice related matters please contact collections@nationwide.ae

For any other clarifications please contact utilities@nationwide.ae

We strive to respond to your query within 48 hours on business days.

Please note that our working hours is 08:00 AM to 04:30 PM from Monday to Thursday, Friday work timings are 8.00 AM to 12.30 PM.

Please approach your building reception for the move out procedure. Moveout request should be submitted 1 week in advance.

Request your landlord to send email NOC to utilities@nationwide.ae. NOC must be sent from the registered email address of the Landlord. NOC must contain the detail of Building Name, Unit Number, Tenant Name, exact move out date of the tenant.

If the property is managed by Deyaar Property Management, Dewa clearance is required to be able to generate final bill which to be send to utilities@nationwide.ae.

Clearance Certificate will be received automatically through registered email address, 2 weeks after all the bills has been cleared.