What are the common problems in property management?

Common problems and countermeasures in the relationship between owners and developers, owners and property companies

Owners and developers, owners and property management companies

Common problems and countermeasures in the relationship between them

After nearly 20 years of development, property management is gradually moving towards the track of socialization, specialization, marketization and integration, becoming an important tertiary industry and being accepted by more and more urban residents. Real estate developers employ property management companies to solve the common problems brought about by the occupancy of real estate, such as the integration of garbage dumps in residential buildings, incomplete water and electricity networks, serious indoor running, leakage and dripping, etc., to provide comprehensive services and guarantees for owners. And most owners choose to buy property based on whether the animal husbandry management is sound after moving in as an important condition for buying a house, and even many owners choose real estate for the brand of the property company. However, property management is a new industry, and many owners and real estate developers are not clear about the service content of property management companies. Coupled with the quality problems of some properties after occupancy, various contradictions and problems have arisen between owners and developers, and between owners and property management companies. How to deal with these contradictions and problems is very important for property companies to effectively safeguard their own brands and interests and safeguard the legitimate rights and interests of owners and developers.

First, the common problems in the relationship between owners and developers are manifested in three aspects.

1, the reality of staying in the building (community) is far from the developer's advertising commitment. Some developers often exaggerate in the process of real estate marketing, and advertisements are very attractive. However, after the owner moved in, he found that many conditions could not meet the promise of the developer in the early stage of publicity. This phenomenon is extremely common. Taking a residential area as an example, many owners complained that the developer said in the publicity that he could enjoy the sea view at home, but found that a group of buildings under construction in the east always blocked the line of sight. In fact, in reality, other real estate projects also have similar problems. At the same time, the green coverage area and green quality of some communities can not meet the expectations and requirements of the owners. Owners think that developers have cheated them, so they complain everywhere, and the contradictions are irreconcilable.

2. The supporting facilities of the building (residential area) cannot be put in place, and some of them have been built, but they cannot be used as scheduled. In some communities, the supporting facilities that have stayed for more than one year still can't keep up. Either the swimming pool can't be put into use or the clubhouse can't be opened. After several negotiations, the clubhouse opened, and the owner complained that the clubhouse could not be contracted to private operators for profit. At the same time, facilities such as gas, cable TV, telephone and broadband network in the community have been delayed. In some communities, the owners suggested to build more amusement facilities and leisure facilities for the elderly, but they did not get a reply from the developers. Therefore, the existence of these problems has deepened the contradiction between owners and developers to varying degrees.

3. The most common contradiction between the owner and the developer is that the house maintenance is not timely and the treatment measures are ineffective. It should be said that it is normal for a real estate to have some problems, but if the problems are not dealt with in time, or can not be solved satisfactorily after one, two or more treatments, it is easy to stimulate the contradiction between the owners and developers. In some communities, the owners have noticed that the ceiling of the bathroom leaks from the moment they move in, which has seriously damaged the decoration of small families. For these problems, some developers have been slow to solve them, some have a bad maintenance attitude, and some have a good maintenance attitude, which cannot completely solve the problem.

Second, the property company in the process of implementing property management, the owners are often dissatisfied with the property company, mainly in four aspects:

1. The owner doesn't understand some charging services implemented by the property management company, and thinks that the property management company collects fees in disorder. For example, for projects other than the house warranty project and the maintenance of the damaged house caused by the owner's own reasons, the property management company will generally charge a small amount of work fee with reference to the market material price, but the owner thinks that since the management fee has been paid, the property management company should not charge any other fees. In fact, this is the owner's misunderstanding of the service content of the property management company.

2. The owner's complaint cannot be handled in time. Some owners think that the property management company is omnipotent, and everything should be handled, including water, electricity, gas, broadband network and surrounding environment, and the property management company should bear the responsibility. Some time ago, the owner of my small work area complained that a large amount of garbage was piled up at the northwest exit outside the community, causing air pollution and swarms of mosquitoes and flies, which seriously affected residents' access and life. After receiving the complaint, the management office immediately contacted the troops dumping garbage here, but failed to solve the problem. Later, it was reported to the relevant departments of the city and district that the complaint was not resolved. This kind of complaint is outside the red line of community management, and the management office can do nothing about it, but the owners are dissatisfied with the property company. There are many problems in this management office, such as municipal works affecting residents' access convenience and construction noise affecting residents' rest. In other communities, there are also owners who regard the jurisdiction of government departments as the functions of property management companies. In addition, of course, there are some reasons why the management office can't handle complaints in time.

3. The individual service personnel of the property management company have a bad working attitude. Some property management practitioners are not enthusiastic about the owners' complaints and visits, thinking that no matter they are not their own jobs, some are impatient and careless. All these will cause owners' dissatisfaction with the special industry company.

4. The management fee is too high and the service provided is too little. Some owners like to equate their high-grade property with the general community around the property. Compared with other enterprises with lower qualifications, they think that their management fees are too high and they get too little service. As a property management company, they think that low fees and services are enough. The collision of the two concepts will inevitably lead to greater contradictions between property companies and owners.

It should be said that with the improvement of citizens' legal awareness, owners' demand is becoming more and more rational, and their awareness of rights protection is getting stronger and stronger, so their expectations for property management are getting higher and higher.

As a property management company, how to correctly handle the problems and contradictions in the relationship between the three is of great significance. For the contradiction between the owner and the developer, the owner first looks for the property management company and complains to the property management company if there is any problem. As for which party to handle it, the owner doesn't care, it is a matter for the property company and the developer. The developer thinks that the whole property has been handed over to the property management company, and the property management company should bear certain responsibilities. Therefore, for the property management company, if this contradiction is not handled well, then the contradiction originally belonging to the owners and developers will be passed on to the property management company. The contradiction between property management companies and owners has aroused more concern of property management companies.

On the one hand, it is necessary to truly serve the owners, on the other hand, it is the difficulty of developers. Faced with this dilemma, property management companies need to give full play to the role of coordination and communication between them and take active measures.

Countermeasure 1: do a good job and do a good job in the early stage of small property houses. Generally speaking, experienced developers will hire a reputable property company to manage the property before handing over the building. For property management, it is more important to implement the work in the early intervention stage and strive to be meticulous. In particular, the quality of the house, water, electricity, greening and other supporting facilities are inspected, and the houses with problems are dealt with in time, so as to improve the defects in the design of the house and the problems left over from the construction before moving in, and eliminate the phenomenon of running, running and leaking and the problem of incomplete water and electricity network before the house is delivered to the small owners. At the same time, the developer is urged to sign the Owners' Convention with the owners when selling the house, so as to avoid disputes arising from management fees and other issues in the future. Do a good job, do a good job of detailed early intervention, and consider the owner from the big environment to the small links.

Countermeasure 2; Establish a good communication channel and complaint system. After housing problems, the owners are most worried that there is no way to complain, or they are tossed back and forth by property companies and developers. In fact, this is an important factor leading to disputes between owners, developers and property companies. Establish a good communication channel and complaint system, so that the owner's ideas can be conveyed to the developer in time, and the developer's work dynamics can also be conveyed to the owner, so as to find out the problems that may cause controversy in advance and prevent the problems from developing in a complicated direction. Property management companies can communicate with the owners through letters, telephone calls, interviews, etc., so that the owners can understand the property management company from strangers to understanding, from understanding to trust. To establish a good complaint system, we should first start with the service attitude and self-quality of property management practitioners, so that everything can be recorded, handled in time and paid a return visit afterwards.

Countermeasure 3; Give full play to the role of the owners' committee. In a mature community, the owners' committee should be the main body to confront the developers, participate in the public affairs of the community and mediate various contradictions in time, which not only embodies the will of the owners, but also safeguards their interests. At the same time, property management companies avoid some tangled contradictions.

Countermeasure 4: Introduce professional quality management talents, strengthen the training of property management practitioners and improve the overall quality of the team. As a professional management, property management needs all kinds of high-quality talents. The quality of property management depends not only on the perfection of management mechanism, but also on the quality of the director of management office. At the same time, the quality of other property management practitioners also determines the quality of property management. Therefore, it is the need of the competition in the property management industry and the basic requirement of the owners for property management to strive to create a team with high quality, knowledge, good management, good technology and good business, and to promote the continuous improvement and renewal of the professional quality of managers and professionals.

Countermeasure 5; Clarify the content of property management and abandon unnecessary social burden. In order to facilitate the owners, property companies often collect and pay water and electricity fees for free, which not only increases the expenses of managers, but also invisibly increases the taxes and fees of property management. At the same time, the difference between summary table and sub-table also increases the loss and burden of property management. If it is spread to the owner, it will bring complaints from the owner because of the high fees. Therefore, it is very important to define the content of property management accurately. For property management, it is reasonable to sublate the functions of some social departments, but it can better safeguard the interests of itself and the owners.

Countermeasure 6; Strengthen the construction of corporate culture, and create a first-class service concept with excellent corporate culture. The construction of enterprise culture embodies the core competitiveness of enterprises and reflects the comprehensive aspects of enterprise management level, quality management level and system construction level. Shaping a positive people-oriented corporate culture, refining noble entrepreneurial spirit in market competition, thus creating a first-class business service concept, implementing brand strategy, putting the spiritual connotation of corporate culture into the work and behavior of every employee, providing high-level and high-quality services for owners, will get twice the result with half the effort and reduce the incidence of disputes with owners. Only enterprises with excellent corporate culture can truly satisfy the owners.