In 2020, the operating income of China property management industry will reach 1. 1.8 trillion yuan.

Residential area is the main space of residents' life, and residential property management is related to the quality of life of the people, the safe operation of the city and the harmony and stability of society. Not long ago, the Ministry of Housing and Urban-Rural Development and other departments 10 issued a notice to speed up the development of property services, promote the upgrading of property services to high quality and diversification, and meet the people's growing needs for a better living. The reporter interviewed relevant industry associations and enterprises on issues of public concern in the process of property development.

Defining the boundary of property management

Property management is closest to residents, which can not only serve the masses well, but also become an important force in grassroots social governance. However, the overall pattern of bringing property management into social governance is still in the initial exploration stage and faces many problems. This also brings confusion to the community owners, such as how the illegal buildings are always poorly managed? Electric bicycles are charged illegally everywhere, which has great security risks. Who should care? The quality of the house is unsatisfactory. The property service company said that this was left by the developers and they should not take care of it. What should the owner do?

It is reported that for a long time, the relevant government departments have taken property service enterprises as the starting point of implementation, and enterprises have undertaken many government management responsibilities or public service obligations. In addition, some owners, based on their own expectations of property services, do not understand the boundary scope of property management accurately enough, and require property service enterprises to provide services beyond their responsibilities and contractual stipulations.

A few days ago, the Ministry of Housing and Urban-Rural Development and other 10 departments issued the Notice on Strengthening and Improving Residential Property Management (hereinafter referred to as the Notice), which further clarified which matters are the responsibilities of relevant government departments, which are the responsibilities of streets and which are the responsibilities of property service enterprises.

The "Notice" clearly promotes the sinking of urban management services. Promote the extension of urban management services to residents' communities, and establish a mechanism to accept and deal with problems reflected by the masses based on the urban comprehensive management service platform. Clear the list of responsibilities of departments and units, compact the responsibilities of work, and promptly investigate and deal with illegal activities such as illegal construction, destruction of greening, random dumping of garbage, illegal feeding of animals, illegal parking and charging of electric bicycles, occupation and blocking of public roads and fire exits in the property service area. Clear water supply, drainage, power supply, gas supply, heating, communications, cable television and other professional operating units to serve the end users in accordance with the law, and implement the responsibility of professional operating units for the maintenance, conservation and renewal of related facilities and equipment in the property service area.

Therefore, the management and service of residential quarters is not only the responsibility of property service enterprises. Whether it is illegal activities such as illegal construction, or water, electricity, heat and other operation and maintenance problems, the main body of its management lies in the competent department of the city government or professional operating units. With this "notice", it becomes clearer who residents should go to solve the problem.

At the same time, residents have high expectations for the quality of property services. How to improve property management? The Notice puts forward some measures in this regard. Fully implement the main responsibility of service quality of property service enterprises. Property service enterprises should improve the service quality assurance system, establish a rapid handling mechanism for service complaints, strengthen the management of personnel and vehicles, regularly inspect and maintain the parts and facilities used by * * *, take reasonable measures to ensure the personal and property safety of owners, do a good job in greening and maintenance, assist in standardizing garbage delivery and timely removal, improve the living environment, improve the living quality, create excellent property service projects, and enhance the quality of personnel in the property service industry. In addition, we should also improve the formation mechanism of property service prices, mainly through market competition.

Promote the improvement of property management level

A small community and a big society need the joint efforts of the government, enterprises, owners and other parties to manage a residential district well. In the face of current problems, the Notice responds to social concerns, studies and solves the pain points of the industry, and promotes exploration by all parties.

What should I do if the owners' committee representing the rights and interests of the majority of owners is delayed? The "Notice" clarifies that if the conditions for the establishment of the owners' meeting are not available for the time being, it is necessary to explore the establishment of a property management Committee attended by community neighborhood committees and owners' representatives to temporarily replace the owners' Committee.

According to the relevant person in charge of China Property Management Institute, if it is really difficult to set up an industry committee, we can learn from the experience of Beijing and Guangzhou, and first set up a property management committee, which will exercise relevant rights on behalf of residents. The property management committee can temporarily make up for the problem that there is no industry committee in the community and it is difficult for residents to claim their wishes.

The reporter learned that in many cities, the establishment of industry committees or property management committees has become an important starting point for strengthening property management. The "Three-year Action Plan for Strengthening Property Management and Improving Property Service Level in Beijing (2020-2022)" promulgated by Beijing in 2020 clearly stipulates that more than 2,000 new owners' committees (property management committees) will be established before the end of 2020; The formation rate of owners' committees (property management committees) will reach over 30%, over 70% in 20021year and over 90% in 2022.

How to supervise the services of property service enterprises? The notice makes it clear that the property management industry will establish a credit evaluation system for property service enterprises. The housing and urban-rural construction department will award credit star marks according to the credit status of enterprises, implement credit classification supervision, and strengthen the application of credit information in the bidding of early property management, the selection of property service enterprises by the owners' meeting, and government procurement. At the same time, a red and black list system for property service enterprises will be established to promote the formation of a market environment for survival of the fittest. Property service enterprises and those directly responsible who seriously violate laws and regulations and have a bad plot shall be cleared out of the market according to law.

The relevant person in charge of China Property Management Institute said that strengthening residential property management not only needs the efforts of the government and enterprises, but also needs to mobilize the enthusiasm of residents, social organizations, social service agencies, community volunteers and resident units to realize decision-making, development, construction, management, evaluation and achievements. In this way, property management can play a greater role in building a new pattern of grassroots social governance.

Expand the market, the new blue ocean

After 40 years of development, the property management industry in China has gradually matured and improved. At present, the number of property service enterprises in China is 234,000, with more than 7.4 million employees. In recent years, property service enterprises have ushered in a wave of listing. At present, there are more than 40 listed property service enterprises, indicating that capital is very optimistic about the development prospects of the property management industry. According to the latest data, in 2020, the operating income of China property management industry will reach11800.3 billion yuan.

The mode of "property service+life service" can make residents enjoy better property services and bring greater development opportunities to the property management industry. The "Notice" clarifies that it will promote the development of the life service industry. Encourage qualified property service enterprises to extend to the fields of pension, child care, housekeeping, culture, health, house brokerage, express delivery, etc., and explore the "property service+life service" model to meet the diverse and multi-level living needs of residents.

The person in charge of Longhu Smart Service told the reporter that "property service+life service" has always been the direction actively explored by Longhu Smart Service. Up to now, nine kinds of value-added service products, such as "rental and sale of gannets", "rejuvenation master", "longan optimization" and "moving in Gong Yu", have basically covered the owner's whole life service chain.

Wan Jie, vice president of ocean service and general manager of value-added business department, told reporters that ocean service is willing to do more exploration in "property service+life service", which is an important development opportunity for property service enterprises. At present, ocean services are deployed in space management, real estate brokerage, mercure, community retail and other fields, and continue to explore new products and new tracks in popular industries, such as education, tourism and pension industries. However, in practice, there are also some problems. For example, in the process of developing old-age services, it may be necessary to occupy community venues. Owners often have different opinions on whether to establish an old-age care institution according to whether there are elderly people in different families.

Wan Jie called on property service enterprises to face some "blocking points" in promoting "property service+life service", and hoped that relevant departments would issue detailed implementation rules, straighten out the management authority of property service enterprises, and help enterprises better provide life services such as old-age care.

In terms of improving "property service+life service", the notice also proposes to guide property service enterprises to provide customized products and personalized services through the smart property management service platform to realize one-click appointment and on-site service.

In this regard, the relevant person in charge of China Property Management Institute believes that the smart platform of property service enterprises should be open and accessible, not only serving a community, but also radiating to surrounding communities. Through mobile APP and other channels, the owners of surrounding communities can also enjoy the services of excellent property service companies nearby, increase the supply of quality property services and facilitate the lives of surrounding residents.

The person in charge of Longhu Smart Service said that it is also a trend for property service enterprises to go out of the community and serve a wider urban space. Based on the advantages of brand property service enterprises in management and service fineness and the deepening of their own technology penetration, with the improvement of management radius, urban service will bring huge development space for professional property service enterprises.