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Frequently asked questions
Everything you need to know about our services, coverage, quotes and how we work, organised by topic. If you can't find what you're looking for, write to us and we'll reply within 24 hours.
Services
What services does Imora offer?
Concierge and access control, video surveillance and access control, pool maintenance, cleaning and gardening, and building maintenance. The permanent staff on these services is mostly hired directly.
What does the concierge service include?
Reception, access control, mail distribution and resident assistance, with flexible hours from 6 to 24 hours depending on each building's needs.
How does the security and CCTV service work?
We handle the project, installation and maintenance of video surveillance and access control systems, protecting your building or shopping centre end to end.
Do you handle building maintenance?
Yes. Our own technical team covers plumbing, electrics, locksmithing and small works in common areas, with a fast response to faults.
Coverage and hours
Which areas do you work in?
We serve businesses, homeowner communities, buildings, shopping centres and car parks in Madrid capital and 19 more municipalities across its metropolitan area (northwest, north, south and east belts). You can check the full list on our coverage areas page.
What concierge hours can I contract?
Whatever your building needs: from 6 to 24 hours of service. We adapt the schedule to each community's reality, not the other way round.
Do you offer support outside office hours?
Yes. In addition to office hours, we run an incident hotline answered 24 hours a day, 365 days a year, for anything that can't wait. It is phone support and coordination of the response: on-site presence is whatever hours you have contracted.
Quotes and contracting
How do I request a quote?
Fill in the contact form or call us directly. We carry out an on-site visit and assessment of your community or building, and prepare a fixed quote with a reply within 48 hours, with no obligation.
I want to extend or change my contracted service, who do I talk to?
Our sales team, who will review your new needs with you and prepare an updated proposal. You can write to them directly from the contact page.
Company and guarantees
What happens if a concierge or technician is absent or on leave?
We cover any absence with a guaranteed substitute at no extra cost, so the service is never interrupted.
How do you monitor service quality?
Our inspection department visits every service on site on a regular basis, to check that what was agreed is being delivered and to spot improvements before they become incidents.
I'm already an Imora client, where do I get support?
Visit our support page to see the right channel for your query (incidents, sales or billing), or write directly to soporte@imora.es.