Xi city residential area property service guiding standard

According to the different situations of property service demand, it is set to one, two and three service levels from high to low, and the basic requirement is that the service standards of property enterprises are consistent. Standards at all levels consist of seven contents: basic requirements, housing management, facilities and equipment, public order maintenance, cleaning service, greening maintenance management and community culture construction. The secondary standard is:

1. The average number of customer service staff in the project is no more than 600.

2. The property management area is equipped with a service reception center and a fixed office space, and a 24-hour service telephone number is set up and publicized to accept inquiries, repairs and complaints from owners and property users. Customers' comments and suggestions should be answered within 24 hours, and help and complaints should be fed back within 36 hours. Establish a return visit system with a return visit record, and the annual return visit rate is over 90%; Establish a complaint acceptance system with complaint acceptance records, with the complaint acceptance rate of 100% and the return visit rate of 90%.

3. Consult the owners' opinions on property services at least/kloc-0 times a year, and the satisfaction rate is above 80%.

4. If the charging system is implemented for property service charges, the income and expenditure of property service funds shall be announced in accordance with the contract.

5. The main pedestrian entrances and exits in the community have civilized publicity columns, and the management regulations (or temporary management regulations) are fixed, and the publicity content should be changed at least once every quarter 1 time.

Xi 'an residential property service guidance standard level 3:

1. The average customer service staff of the project is no more than 700.

2. There is a service reception center in the property management area, and a 24-hour service telephone number is set up and publicized to accept the consultation, repair report and complaints of the owners and property users. Customers' comments and suggestions should be answered within 36 hours, and help and complaints should be fed back within 48 hours. Establish a return visit system with a return visit record, and the annual return visit rate is over 80%; Establish a complaint acceptance system with complaint acceptance records, with the complaint acceptance rate of 100% and the return visit rate of 80%.

3. Consult the owners' opinions on property services at least/kloc-0 times a year, and the satisfaction rate is over 75%.

4. If the charging system is implemented for property service charges, the income and expenditure of property service funds shall be announced in accordance with the contract.

5. The main pedestrian entrances and exits of the residential area have civilized publicity columns, and the management regulations (or temporary management regulations) are fixed, and the publicity content is changed at least once every six months 1 time.

Legal basis:

Xi 'an Residential Quarter Property Service Guiding Standard

Article 1 Level 1 Standard

1. The average number of customer service staff in the project is no more than 500.

2. The property management area is equipped with a service reception center and a fixed office space, and a 24-hour service telephone number is set up and publicized to accept inquiries, repairs and complaints from owners and property users. Customers' comments and suggestions should be answered within 12 hours, and help and complaints should be fed back within 24 hours. Establish a return visit system with a return visit record, and the annual return visit rate is above 100%; Establish a complaint acceptance system with complaint acceptance records. The complaint acceptance rate is 100% and the return visit rate is 100%.

3. Consult the owners' opinions on property services at least/kloc-0 times a year, and the satisfaction rate is above 85%.

4. If the charging system is implemented for property service charges, the income and expenditure of property service funds shall be announced in accordance with the contract.

5. The main pedestrian entrances and exits of the community are equipped with civilized publicity columns, and the management regulations (or temporary management regulations) are fixed, and the publicity content is changed at least once every 2 months.