Three-star property management standard for office buildings

You can refer to the following standards:

Service specification for office building property management

1 range

This standard specifies the contents and requirements of customer service, operation and maintenance services of buildings and facilities, order maintenance and safety services of office buildings, environmental cleaning services, greening placement and maintenance services, storage and handling, etc.

This standard is applicable to the office building property management service activities within the administrative area of this Municipality.

2 normative reference documents

The clauses in the following documents become the clauses of this standard by reference. All subsequent modifications (excluding errata) or revisions of dated reference documents are not applicable to this standard. However, parties who have reached an agreement according to this standard are encouraged to study whether the latest versions of these documents can be used. For undated reference documents, the latest edition is applicable to this standard.

GB 2894 "Safety Signs"

GB 3096 "Regional Environmental Noise Standard"

GB 5749 Hygienic standard for drinking water

Gb/t 1 0001.1Graphical symbols for public information Part1:General symbols.

GB 13495 fire safety signs

GB 15603 General Rules for Storage of Common Hazardous Chemicals

DB 3 1/30 "Acceptance Standard for Residential Decoration"

Db 31199 comprehensive wastewater discharge standard

Regulations on Safety Supervision of Special Equipment (Order No.373 of the State Council of the People's Republic of China, effective as of June 1 2003)

Measures for the Administration of Interior Decoration of Residential Buildings (OrderNo. 1 KLOC-0/0 of People's Republic of China (PRC) Ministry of Construction, implemented on May 20021)

Trial Measures for Qualification Management of Property Management Enterprises (Jian Jian [1999] No.261,issued by the Ministry of Construction1October 22nd,1999).

Overall Emergency Plan for Public Emergencies in Shanghai (issued by Shanghai Municipal People's Government on June 26th, 2006)

Measures of Shanghai Municipality on the Administration of Building Energy Efficiency (Order No.50 of Shanghai Municipal People's Government, promulgated on July 5, 2005)

Measures of Shanghai Municipality on the Safety Management of Hazardous Chemicals (1982, 1, promulgated by Shanghai Municipal People's Government)

Measures of Shanghai Municipality on the Hygienic Management of Secondary Water Supply 12, promulgated on August 24th)

3 Terms and definitions

The following terms and definitions apply to this standard:

3. 1 office building

Houses and ancillary facilities, equipment and venues that have been completed and delivered for office use.

3.2 Property Management Property Management

Owners hire property management companies, and the owners and property management companies shall, in accordance with the property service contract, repair, conserve and manage the houses, supporting facilities and related sites, and maintain the environmental sanitation and order in the relevant areas.

3.3 customers

Organizations or individuals receiving services.

Example: owners, users and other interested parties.

3.4 public emergencies * * * emergencies

Natural disasters (including meteorological disasters, earthquake disasters, geological disasters, biological disasters, etc. ), accidents (including all kinds of safety accidents, traffic accidents, public facilities and equipment accidents, radiation accidents, environmental pollution and ecological damage incidents) and public health incidents (including infectious diseases, group diseases with unknown causes, food safety and occupational hazards, animal epidemics, etc. ) occurred within the scope of office property management.

4 Basic requirements

4. 1 Qualification requirements

Property management enterprises should have the qualifications to engage in property management services, and should meet the requirements of the Ministry of Construction's "Trial Measures for the Qualification Management of Property Management Enterprises".

4.2 Management organization and human resource allocation requirements

4.2. 1 The property management enterprise shall, according to the specific conditions of the office building and the contract, set up corresponding office building property management service agencies, equipped with management personnel and service facilities.

4.2.2 Managers should obtain property management qualification certificates or post certificates, and professional technicians and operators should obtain corresponding professional technical certificates or professional skill qualification certificates.

4.2.3 Management service personnel should maintain a good mental state in the service process; Natural and friendly expression; Generous and polite; Civilized and standardized language; Proactive, enthusiastic, patient and considerate, providing timely service to customers.

4.2.4 Management service personnel shall dress in accordance with regulations, and be neat and dignified; Wear signs at designated positions, stand up straight, sit steady, behave in a standardized way and take the initiative to serve.

4.2.5 Management service personnel should make records such as work logs, hand-over records and account books in a timely and earnest manner. , to ensure clear handwriting and accurate data.

4.2.6 Management service personnel shall be trained in relevant professional skills, master the basic laws and regulations of property management, be familiar with the basic situation of office buildings, and be able to use relevant special equipment correctly.

4.3 Management service requirements

4.3. 1 The maintenance work of the office building property management service institution shall keep the building intact and the facilities and equipment in normal operation.

4.3.2 Office building property management service institutions shall, in accordance with the Measures for the Administration of Building Energy Efficiency in Shanghai, proceed from reality, give full consideration to formulating appropriate and effective energy-saving schemes and putting them into practice.

4.3.3 The office building property management service institution shall provide all-weather public order maintenance service and security service for the office building, and safeguard the safety of personnel, property and buildings in the office building.

4.3.4 Office building property management service agencies shall complete the specified environmental cleaning services on time to provide customers with a clean, hygienic, safe and beautiful environment.

4.3.5 Office building property management service agencies shall provide maintenance services for the green space and indoor greening within the scope of office building property management, so as to maintain the overall landscape effect of the office building.

4.3.6 Office building property management service agencies shall control warehousing and procurement, so as to make the materials and services stored and purchased meet the requirements of this standard and related standards in terms of quality, environment and safety.

4.3.7 Office building property management service institutions shall establish emergency plans for natural disasters, accidents, public health incidents, social security incidents and other emergencies, and organize the implementation of training, drills, evaluation and improvement. When an incident occurs, it should be reported to customers, property management companies and relevant departments in a timely manner according to the prescribed channels, and corresponding measures should be taken.

4.4 Basic management services

4.4. 1 Financial Management Services

4.4. 1. 1 Establish and improve the financial management system, manage the income and expenditure of property management fees and other expenses, with standardized operation and clear accounts. Customer maintenance, air conditioning overtime, extended warranty and other expenses. Need a separate settlement should be accurately calculated.

4.4. 1.2 Property management fees, energy consumption, communication fees, miscellaneous fees, special service fees, garage management fees and other fees shall be paid in strict accordance with the public notice charging system (unless otherwise agreed in the contract), and the fees shall be standardized.

4.4.2 Property file management

There is a relatively perfect property management document system, and the contents of the document should at least include:

0. 1 property completion acceptance document;

0.2 the ownership list of the office building and its supporting facilities;

0.3 Equipment management documents;

0.4 customer data file;

0.5 Daily management documents.

5 customer service

5. 1 reception service

5. 1. 1 reception principle

Customer reception should follow the principles of "open service system, open service discipline, open service items, open charging items and standards". Customer reception staff should answer customers' inquiries enthusiastically and ensure the response rate of 100%.

5. 1.2 lobby service

Lobby service personnel should pay attention to maintaining the cleanliness, order and safety of the lobby, and provide customers with advice on surrounding traffic, scenic spots and various service functions inside the office building.

5. 1.3 Lease-in and lease-out services

When the customer needs to check in or withdraw the rent, the service personnel should accept it in time according to the prescribed procedures, complete the formalities and file it in time.

5. 1.4 Maintenance reception service

When customers apply for maintenance, they should accept it in time and arrive at the site within the specified time. Minor repairs should be completed on the same day (except by appointment).

5.2 Letter service

Correctly organize letters, carefully register newspapers, magazines and registered letters, and correctly handle special mail (such as returning letters).

5.3 Communication Facilities Installation Services

5.3. 1 Make sure to contact the professional service unit to apply for installing communication facilities for customers within one working day after receiving the customer's demand information.

5.3.2 Ensure that the internal telephone is opened within one working day after receiving the customer demand information.

5.3.3 After receiving the route selection notice from the professional service unit, arrange the engineering department for construction in time to ensure the opening within one working day.

5.4 Maintenance Fund Management Services

When necessary, establish an office building maintenance fund management system to manage the office building maintenance fund accounts, with standardized operation and clear accounts.

5.5 Decoration management services

5.5. 1 Formulate the decoration management system of office building decoration application, approval and acceptance, and inform customers when they apply for decoration.

5.5.2 Establish customer decoration files, which should include decoration application, approval and acceptance data.

5.5.3 The daytime noise control in the office area shall conform to the four standard limits in GB 3096.

5.5.4 Acts or phenomena that violate the decoration management system shall be discouraged and stopped in time. If the stop is invalid, report to the owner and relevant departments for handling.

5.6 Complaint handling

5.6. 1 Customer complaints shall be handled as follows:

-The complaints directly accepted by the office building property management service institutions shall be verified and the complainants shall be handled in time. If it belongs to the responsibility of property management, it shall apologize to the customer and correct it in time; If it is an unreasonable complaint, you should explain it well. Office building property management services and the complainant can not be resolved through consultation, should report to the property management enterprise or the higher authorities; Complaints directly accepted by office building property management service institutions shall be answered within one working day, and the longest shall not exceed three working days;

—— The customer should find out the facts, confirm the evidence, truthfully report the situation or report the written materials after clarifying the responsibilities, and assist the higher authorities to do the corresponding work;

-Assisting public security departments in handling complaints reported to public security organs;

-Complaints involving legal rulings shall be handled according to legal procedures.

5.6.2 Records of receiving and handling customer complaints shall be kept.

5.7 Extended Management Services

Office building property management service agencies should provide extended services within their capabilities according to customer needs, such as leasing services, indoor greening layout, ticketing services, etc.

6 houses, facilities and equipment operation and maintenance services

6. 1 house maintenance management

6. 1. 1 house maintenance shall:

-Establish and improve housing archives, check and urge office customers to use the housing correctly, and guide customers to abide by the norms, policies and regulations for the safe use of housing;

-Daily management and maintenance of components used in the house, with complete maintenance records;

-According to the actual service life of the house, regularly check the use status of the parts used in the house;

-in need of maintenance, belonging to the scope of minor repairs, timely repair; Belonging to the scope of large and medium-sized repairs, the maintenance plan and the use plan of special housing maintenance funds shall be prepared in time, and reports and suggestions shall be made to the housing property owner, and the maintenance shall be organized according to the decision of the housing property owner.

6. 1.2 Decoration management

It shall be implemented in accordance with 5.5 Administrative Measures for Interior Decoration of Residential Buildings, DB 3 1/30 Acceptance Standard for Decoration of Residential Buildings and other relevant requirements.

6. 1.3 inspection of building structure

—— Structural inspection and settlement test should be carried out regularly according to the structural type, purpose, service life and service environment of the house, and the problems found in the inspection should be repaired in time;

—— Inspection cycle of different building structures (see table 1).

Note: If the industry authorities have other provisions on the inspection period of building structures, such provisions shall prevail.

6. 1.4 patrol inspection

The * * * parts of the house and the * * * facilities and equipment shall be inspected regularly every year. Establish inspection records, report problems to the property owner in time, and arrange special maintenance according to the entrustment of the property owner. In case of emergency, necessary emergency measures should be taken.

6.2 Operation and maintenance services of equipment and facilities

6.2. 1 power transformation and distribution system

—— Formulating temporary electricity consumption management measures;

—— Power failure and power failure shall have clear approval authority, and customers shall be informed as required. In case of emergency, necessary emergency measures should be taken;

—— Carry out high-voltage electrical equipment test according to the specified period, and keep the high-voltage electrical test qualified report;

-Inspect, maintain and clean the power transformation and distribution equipment and facilities at specified intervals, and make records;

—— The high (low) voltage transformer (power distribution) cabinet operates normally, and the detection instrument displays accurately;

—— The high (low) voltage transformer operates normally, the temperature control display is accurate, and the joint control action is normal;

—— The DC operating system of the transformer (distribution cabinet) runs normally, and the battery pack is charged and discharged stably, meeting the work requirements;

—— The low-voltage distribution cabinet is operating normally, and various instruments display normally;

—— The power factor automatic compensation capacitor (group) operates normally and the automatic switching is correct and reliable;

-The contact and automatic switching of the transformer (power distribution) system are normal.

6.2.2 Emergency power supply system

-Check and maintain the generator set equipment according to the specified period and keep the equipment in good condition;

-Start and maintain standby generators (groups) regularly to ensure emergency start at any time;

-The manual and automatic startup of the generator control cabinet is normal, and various instruments display normally;

—— The status display of automatic transfer switch is intact and the action is normal;

-Regular inspection and maintenance of emergency lighting facilities (with storage batteries) to make them in an effective standby state;

—— Conduct charge and discharge tests on the storage battery regularly, and conduct storage inspection and maintenance.

6.2.3 Building Intelligent Equipment System

Building equipment automation (BA) system

—— The server works normally, and the communication is normal and clean;

—— The workstation works normally and the communication is normal and tidy;

—— The digital direct controller (DDC) works normally, with normal communication and neat lines;

—— The terminal equipment works normally, with correct wiring, intact wiring and firm installation.

6.2.3.2 Network and Communication Equipment System

6.2.3.2.1SPC exchange

—— The data communication of SPC exchange is normal, clean and tidy, and the lines are neat;

—— Keep the terminal working normally and neatly;

-The billing system works normally and neatly;

-The switchboard is working normally, and the voice is clear and tidy;

—— The power supply works normally, the battery is normal, the equipment is clean and tidy, and the display instrument is not damaged;

-Voicemail is working properly, clean and wired correctly.

Network communication equipment

-The distribution frame shall be connected neatly, with complete labels and complete information;

-The optical fibers are arranged neatly, with complete labels and complete data;

—— The socket module is installed in good condition, with smooth lines and clean surface.

Broadcast and background sound system

-Sound source equipment works normally, cleanly and in good condition;

—— The power amplifier equipment is working normally, clean and in good condition;

-Speakers and other terminal equipment work normally and neatly, with clear sound quality;

-The connection between the background sound and the fire alarm system is working properly.

safety system

central monitoring system

-The camera is firmly installed, correctly positioned, working normally and clean;

-The picture splitter works normally and neatly;

—— The input equipment works normally and neatly;

—— The monitor works normally, with clear images, good colors and neatness;

-The matrix works normally, with neat lines and clear marks;

—— Monitoring input data shall be kept for at least 7 days. If there are special requirements, refer to relevant regulations or industry standards.

6.2.4.2 patrol system

—— The workstation works normally and neatly;

-The inspection instrument works normally;

-The patrol point is located correctly, installed firmly and working normally.

6.2.4.3 perimeter alarm system

—— The workstation works normally and neatly;

-The infrared probe is installed firmly, the circuit is not damaged, and it works normally and neatly.

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