How to Resolve AC, Plumbing, and Maintenance Delay Issues with Wasl

If your AC is blowing warm air, leaking, or not switching on, here’s what to do.

Step-by-Step Solution:

1. Submit a request under “Air Conditioning” in the Wasl App.
2. Mention whether the issue is not cooling, leaking, or requires replacement.
3. Include photos or a short video for faster diagnosis.

Expected Response Time:

• Emergency AC issues (not cooling in summer or full breakdown): Technician dispatched within 1 hour.
• Routine maintenance (filter cleaning, low cooling efficiency): Scheduled at your selected appointment time.

If Delays Occur:

• If no technician visits at the scheduled time, call 800 WASL with your ticket number and request a status update.
• You can also email customercare@wasl.ae for escalation.

Tip: If the AC continues underperforming after service, submit a follow-up request referencing your previous ticket so the same case can be prioritized.

Plumbing issues such as leakages, blocked drains, or low water pressure can quickly escalate if not addressed.

How to Report:

1. Select “Plumbing” when creating your request.
2. Specify the exact location (kitchen, bathroom, ceiling, or outdoor area).
3. Attach photos showing the leakage or blockage.

Expected Lead Times:

• Major leak or burst pipe: Emergency response within 1 hour.
• Minor leakage or drainage issue: Scheduled service at your selected time.
• If the problem persists after repair, reopen the same ticket or call 800 WASL for reassignment to a senior plumber.
•  For persistent water leakage through ceilings or walls, Wasl’s team may coordinate with building management to investigate structural causes.

Electrical issues, including power outages, faulty wiring, or non-functioning switches, can disrupt your daily routine and pose safety risks if not resolved promptly.

How to Report:

1.  Select “Electrical” when creating your maintenance request in the Wasl App.
2.  Specify the exact location of the issue (apartment, common area, or specific appliance).
3.  Attach photos or a short video if possible to help the technician identify the problem.

Expected Lead Times:

•  Major power outage or dangerous electrical fault: Emergency response within 1 hour.
• Minor electrical issues (switches, sockets, lighting): Scheduled service at your selected appointment time.
• If the problem persists after the repair, reopen the ticket or call 800 WASL to request escalation to a senior electrician.
• For recurring electrical problems, Wasl’s team may coordinate with building management to assess the overall wiring or infrastructure to prevent future issues.

The fastest and most reliable way to submit a maintenance request is through the Wasl App or Customer Portal. Please note that the process for submitting requests varies depending on whether you are a residential tenant, commercial tenant, or homeowner.

Residential and Commercial Renting 

1. Log in to your Wasl account.
2. Select your unit or property.
3. Tap “Maintenance Request.”
4. Choose the correct category — AC, Plumbing, or Electrical.
5. Describe the issue clearly and attach photos or videos.
6. Select a convenient time slot for the technician visit.

Note: For commercial units, common area maintenance is covered. Inside the unit, maintenance is the tenant's responsibility, except for assets provided with the unit (eg, AC).

To help the maintenance team respond efficiently:

1. Always attach photos or videos of the problem.
2. Ensure your contact number is up to date in the app.
3. Clearly describe the issue and mark it as “urgent” for emergencies.
4. Be available at the selected appointment time — missed calls may result in the request being closed automatically after five unanswered attempts.

When to Escalate

If the issue remains unresolved after multiple requests, you can escalate by contacting:

• customercare@wasl.ae
• 800 WASL (800 9275)

Documents to provide

1. Your request ID
2. Dates of previous visits or delays
3. Photos or videos as evidence
4. Wasl’s Customer Care team will review the case and arrange a follow-up visit or management-level intervention.