How to confuse property service charges?

A property management company is like a housekeeper in a community. It is an organization entrusted by the owner to maintain and manage the houses, public facilities, greening, sanitation, traffic and public security in residential areas. However, contradictions caused by problems such as the quality of property services, the collection of water and electricity charges, and the management and maintenance of public facilities occur from time to time.

Phenomenon: the cost is unclear and the corresponding services are not provided according to the contract.

"Every time in the payment details, there are dozens of dollars that are unclear. The property company said that it shared the utilities, but in the end, how much water flowed and how much electricity was spent has never been understood. " When it comes to the property fees paid each time, Ms. Wang reveals her dissatisfaction.

Mr. Gao, who lives in the same community as Ms. Wang, also said that the unclear pool fee is only one aspect. It is annoying to lower the service standard, reduce the frequency of corridor cleaning and not provide corresponding services according to the contract.

Ms. Wang's experience is not a case. Mr. Chen said that due to doubts about the property fee documents, some owners of their community collectively went to the property company to seek explanations, but judging from the accounts provided by the property company, this part of the expenses was obviously a "confused account".

In fact, the owners' doubts and complaints about property services are not new topics. Statistics show that in the first half of this year, the National Consumers Association accepted 2932 cases involving house decoration and property services.

The staff of the Consumers Association said that lowering the service standard and unclear publicity of pool fees are stubborn diseases in the property chaos. Most of the complaints on the website of the Municipal Housing Management Bureau focus on management, service content, service standards, service charges and service attitudes.

Reason: the boundary of cost sharing is vague, and the division of power and responsibility is unclear.

Regarding the chaos of property services, an industry insider said that the chaos of property services is mainly caused by nonstandard operating procedures, vague boundaries of cost sharing and unclear division of powers and responsibilities.

The source said that property management services started late in China, but the real estate industry developed rapidly. In this context, the "unprepared" property service industry rashly enters the market, which will inevitably lead to flaws in specific links. In addition, some property service agencies lack a clear understanding of rights and obligations, specific operating procedures and rules, and blindly pursue interests, which will inevitably lead to contradictions between the two sides.

The staff of a residential property company also believes that blurred boundaries are also a reason for frequent chaos. Due to the different expressions and understandings of the "* * * use parts" and "* * * use facilities" of the property, some owners mistakenly think that the property service fee paid includes the pool fee, which leads to disputes between the two parties.

Countermeasures: To achieve a win-win situation for property owners, laws and regulations should be more detailed.

How to make property and owners return from "players" to "the same body" of interests? The insiders believe that in addition to the contractual spirit of the property company itself, it is necessary to formulate more detailed regulations and operational procedures to avoid contradictions from the source.

How to improve the quality of property service? Li Lianyuan, an independent real estate critic, said that the property agency should publicize the service contents and standards in a conspicuous position, and clearly tell the owners what level of service the community enjoys, the corresponding charging standards, and the formula and standards for pool calculation. At the same time, the property agency company should also recognize the identity of its service provider, and must not regard itself as the manager of the community and ignore the demands of the owners. When misunderstanding occurs, the property agency should try its best to fulfill the obligation of informing so that the owners can understand the consumption.

Which fees should be reasonably shared by residents?

According to industry insiders, the public utilities costs such as corridors, stairs and public facilities of residential buildings should be reasonably shared by the residents of the building. The electricity fee for street lamps in residential areas shall be reasonably shared by all residents in the residential areas. The operating expenses of public equipment such as elevators in high-rise residential buildings should be accounted for independently and shared reasonably by all households who use elevators and equipment.

What expenses do not need to be shared?

According to the staff of the Price Bureau, the self-use water and electricity for residential property services, office and life must be set separately, and the expenses shall be borne by the property service unit. Water and electricity for residential greening and maintenance, garden pools and fountains, publicity and decoration activities, etc. are charged by the comprehensive service fee of property management and are not shared with households. The cost of water and electricity for community business activities shall be charged from the operating income and shall not be allocated to households.

(The above answers were published on 2017-11-07. Please refer to the actual situation for the current purchase policy. )

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