After-Sales Support or Site Management?

Short answer: Who to contact for an issue that arises in a new home is determined by where the issue is and what has caused it. A construction or installation-related defect inside your apartment is a matter for the contractor’s after-sales service under the warranty in your contract. The operation of the pool, lift, landscaping and common areas is the responsibility of site management. In the case of a leak from your neighbour, responsibility lies with the condominium owner at fault. Use and regular maintenance are always the owner’s own responsibility.

This article has been prepared for owners who have moved into a new home in Northern Cyprus or are about to take delivery, and who face the question “who should I report this to?” when an issue arises. We explain the division of responsibility between after-sales support, site management, neighbouring owners and manufacturers, the legal framework and the correct notification route. Warranty periods and contract clauses are covered in our article on the home warranty period in Cyprus.

What is the difference between after-sales support and site management?

After-sales support covers the contractor’s obligations arising from the construction of the home sold and the equipment delivered; site management operates the common areas of the building and site on a day-to-day basis. One concerns “how the home was built”, while the other concerns “how the site is operated”.

In new projects, site management may be carried out by the contractor or by a management company appointed by it in the first years; in this case, although the two roles may appear to be under the same roof, their basis and scope are separate. The site’s management plan regulates who holds management and how it will be transferred to the condominium owners’ board in the future; for details, you can see our article on Cyprus site service charges and management plans.

Which issue is whose responsibility?

The practical way to identify who to contact is to ask two questions: is the issue inside the apartment or in a common area; and is the source of the issue a construction defect, or a lack of use or maintenance? The table below is a general guide for common situations; the definitive answer depends on your contract and management plan.

The most commonly confused issue in the division of responsibility is leaks, because where the water appears and its source may be different. We explain ways to find the source of damp and leaks in our article on damp and mould in homes in Cyprus.

What does the legal framework say?

In Northern Cyprus, the main basis for responsibility for common areas in sites and apartment buildings is the Condominium Law (Kat Mülkiyeti ve Kat İrtifakı Yasası) (law text, Central Legislation Office). The three principles of the law most frequently encountered in daily life are as follows:

• Common expenses: Condominium owners contribute to the maintenance, protection, strengthening and repair expenses of common use areas in proportion to their land shares, unless there is another agreement between them.
• Damage caused to a neighbour: Each condominium owner is responsible for damage they cause through their fault to other independent sections and must allow entry to their section for repair.
• Change in a common area: The installation of facilities in common use areas and the application of exterior paint in a different colour depend on the written consent of four-fifths of the condominium owners.

The contractor’s after-sales obligation arises mainly from the sale contract. As of October 2026, we have not identified a regulation that binds all contractors for new homes and sets out warranty periods item by item; you should ask a Northern Cyprus (TRNC) lawyer about the scope of liability for defects arising from general law. For this reason, it is important to see the warranty period and scope written in the contract.

How and to whom should an issue be reported?

When reporting an issue, the aim is for the contact person to understand and assess the matter on first reading: the home details, the location of the issue, when it started and photographs. In cases where you are unsure, sending the issue to both the after-sales department and site management with the same explanation enables both sides to assess it together.

1. Limit the damage: In the case of a water leak, turn off the valve; in the case of an electrical fault, turn off the relevant fuse.
2. Document it: General and close-up photographs, and a short video if necessary; ensure they are dated.
3. Identify the home: Project name, block and apartment number.
4. Describe the issue: Where it is, how long it has been present, how often it occurs; the number if the same matter is in the delivery report.
5. Report it in writing: Through the channel defined in the contract or management plan; if you reported it by telephone, send written confirmation afterwards.
6. Follow up the record: Ask for confirmation that the request has been received and for written closure after the repair.

In our after-sales services, we receive requests with project, block and apartment details; we handle outstanding items in the delivery report, technical issues inside the home and operational needs in common areas by distinguishing them from one another. With owners who are unsure which scope the request falls under, we identify the correct contact together. We recommend that you do not share personal documents such as identity documents or contracts in open environments.

What changes when the warranty period ends?

When the warranty period ends, responsibility for repairs inside the apartment passes entirely to the owner; site management’s responsibility for common areas continues unchanged. For this reason, before the warranty expires, it is a good practice to inspect the home once more from end to end and report every outstanding matter in a single written list.

Two recommendations for the post-warranty period: put internal apartment maintenance (air conditioning filter, silicone and grout checks, maintenance of the solar water heater) on an annual schedule, and find out whether the site keeps a reserve fund for major repairs in common areas. If there is no reserve fund, common area repairs may be covered by an additional collection. If you live abroad, planning regular checks of the home through a property management service during and after the warranty period helps small issues to be noticed before they grow; you can find the service scope on our rental and property management page.

Frequently asked questions

Should I report a fault in a common area to the contractor or to site management?

The day-to-day operation and maintenance of common areas is the responsibility of site management; make the first notification to the management. If the fault is construction-related and the warranty period is ongoing, site management will refer the matter to the contractor. If you are unsure, send the same explanation to both parties in writing.

Who pays for a leak coming from my neighbour’s apartment?

According to the Condominium Law (Kat Mülkiyeti ve Kat İrtifakı Yasası), each condominium owner is responsible for damage they cause through their fault to other independent sections. If the source is in your neighbour’s independent section, repair and damage are their responsibility; if the source is a common pipe, it may be considered a common expense. If your home is new and the issue is construction-related, the warranty may also come into play.

Is after-sales support part of the service charge?

No. The service charge is the amount collected from condominium owners for site management to operate the common areas. The contractor’s after-sales obligation arises from the sale contract and is not financed by the service charge. You should see the two items separately in the service charge table and in the contract.

What should I do if my tenant reports a fault?

Receive the tenant’s notification together with photographs and identify who to contact according to the source of the issue: if it is construction-related and the warranty is ongoing, after-sales support; if it is in a common area, site management; if it arises from use, act according to the maintenance clause in your tenancy agreement. Inform the tenant in advance who will enter the home and on which date.

Where can I obtain the management plan?

You can request a copy of the management plan from the sales office before purchase and from site management afterwards. The plan states who holds management, how the service charge is determined and the voting rights of condominium owners. This is the first document to check in any dispute concerning common areas.

To submit a request in Akol projects or to identify the correct contact together, contact us; we explain the process on our after-sales services page.

This article is for information only; it does not replace legal, tax or financial advice. Last updated: October 2026.