How to deal with the owner's query about the property management fee

First, be flexible-what if the owners of commercial buildings can't pay the property fees temporarily because of poor turnover?

Individual owners of a building failed to pay property management fees due to their own capital turnover problems, and their managers came to the management office to explain that they wanted to delay for several months. The management office has a monthly fee index, and the owner will have a late fee for breach of contract. Therefore, the management office can only comfort the night tenants and ask them to issue a written explanation (if there is no written explanation, they may turn their faces and deny it) to explain the situation and clearly indicate the repayment date. Moreover, the management office explained to the owners that most of the property fees of the building are used to meet the operation of the building. Except for the commission of a few management companies, your delay in payment will affect the rights and interests of other owners, but the property is willing to fill this gap for you first, but you must repay it on time. Wait until the repayment time to appropriately reduce the owner's late payment fee, so that the owner feels that not paying the fee on time has not brought losses to the property, but has brought losses to all the owners and the whole building. The property temporarily blocked this gap for everyone's benefit, which not only thanked the property company but also felt sorry for everyone, and the goal was achieved. The company not only made up all the expenses, but also never defaulted in the future.

Second, retreat for progress-what should the owner do if it is difficult to pay the huge management fee?

Due to non-management reasons that are inconvenient to explain, a company does not pay the management fee on time after occupying a shopping mall, and even uses the management fee as a bargaining chip with relevant parties as an exchange condition for achieving a certain purpose. After one year, the accumulated arrears reached 350,000 yuan. During the period, the relevant personnel of the management office repeatedly visited the door to remind them, but all failed.

In order to solve this problem, on the one hand, the main leaders of the management office actively keep in touch with relevant parties to help fully reflect the opinions and requirements of the company, so as to gain the trust and recognition of the company for the work of the management office; On the one hand, the boss of the company who is rarely seen at ordinary times frequently asks for opinions, reflecting the financial difficulties of the management office (as the saying goes: crying children have milk to eat. If you don't have milk, you must cry, and you must cry to your heart's content. If you swallow all your tears, you will not be able to fill your stomach), so as to gain the knowledge of working together to maintain the normal operation of the property.

On the basis of winning the company's understanding and trust, the management office put forward some preferential conditions such as appropriate reduction and exemption of late payment fees and installment payment, which is conducive to the company to pay off the management fees in arrears as soon as possible (one step back, two steps back, no refund, no advance). Finally, the two parties reached an agreement to divide the monthly fee of more than 30,000 yuan into 10 installments, and pay the arrears together with the management fee of the month. 10 months later, all the management fees owed by the company have been paid off.

Comments: To recover the intentional (non-malicious) arrears, the property management company must first make its own management services impeccable. Only when the management service is done well can the excuse of the other party's arrears be sealed and the other party's understanding and trust can be won. On this basis, take the initiative to communicate with appropriate concessions, I believe we will feel "God".

Third, perseverance-what if the owners who have not moved in owe management fees?

A well-known clothing company in Shenzhen bought 20 apartments in a square and checked in, but never checked in. After they paid the management fee of 10 month as required, they began to breach the contract under various excuses.

After the company owed money, the management office repeatedly sent bills and made door-to-door reminders, which were all shirked by the company on the grounds that the salesman could not check, the financial staff could not handle it and the general manager could not approve it. /kloc-accumulated unpaid management fee of RMB 52,583 in 0/5 months.

In order to bypass the intermediate link, talk directly with the other party's decision-maker, speed up the solution of the problem, and at the same time increase the recovery efforts to keep favorable evidence for possible economic and legal disputes in the future, the management office has come up with a new method: sending a fax to the general manager of the company (as the saying goes, to solve the problem, it is best to bypass the intermediate link and directly find someone who has the power to solve the problem). List the arrears of the other party on the fax document, explain the adverse impact of the arrears on the management operation, reiterate the penalty measures for arrears stipulated by laws and regulations, urge them to settle all the fees owed quickly, and suggest that they entrust the vacant house to the management office for rent, and explain that doing so can not only reduce the management expenses of the other party, but also increase the income of the other party (putting yourself in the debtor's shoes can at least offset the unhappiness caused by the debtor's debt collection).

After the fax was sent, there was still no reply. The management office issued documents one after another, and the wording became more and more serious. Until the fifth time, the company was moved by well-founded explanations, reasonable demands, mutually beneficial suggestions and tireless work, and finally paid off all the arrears.

Comments: To recover the arrears of management fees, first, we must start early, and we will chase the arrears, otherwise it will accumulate more and more, and it will be difficult to heal after a long time; Second, we should make full use of the various means given to us by laws and regulations through various channels, and we should not give up lightly when encountering difficulties and delay for a long time. This is not only to safeguard the interests of our property management company, but also to safeguard the interests of the majority of owners.

Fourth, persuasiveness-owners and customers don't understand the recovery of indoor maintenance fees?

At the beginning of a building, the management office took the initiative to give preferential treatment to most indoor maintenance, considering that the owner's customers had more expenses in the initial stage of moving (if the idea was made clear to the owner's customers at the beginning, I am afraid it would not be noisy later). After staying for one year, in view of the economic operation of the community, the management office decided to start collecting indoor maintenance fees according to laws and regulations. However, this is a reasonable method, but it encountered a lot of resistance.

In order to break through the resistance, the management office drafted and posted an open letter to the owner's customers on the bulletin board. Citing the property management regulations, the open letter introduces in detail the expenditure scope of property management fees and the specific categories of paid and unpaid services, and explains the original intention of providing indoor maintenance free of charge, so that most owners and customers can eliminate the misunderstanding that the management office should do everything after paying the property management fees and agree with the paid services of indoor maintenance.

In view of the fact that some owners and customers still don't understand this situation, the management office continues to do in-depth work. On the one hand, it emphasizes that office staff patiently accept the inquiries from owners and customers and further explain them; On the one hand, maintenance personnel are required to ensure timeliness and quality when they come to repair, and at the same time strengthen ideological communication with owners and customers (because of their specific teaching state and psychology, the truth told by ordinary employees is often more acceptable to owners and customers). At the same time, the management office also publicized the charging standard for indoor maintenance, informing the owners that customers have the right to choose service providers. In this way, the mood of all owners and customers was gradually straightened out, and the indoor maintenance expenses were paid.

Comments: As the saying goes, "Don't drink water according to the bull's head". Many property management practices have proved that without the understanding and support of owners and customers, even if we act according to law, it is difficult to do so. In this sense, a good property manager should be a good ideological worker first.

5. Be reasonable-what if the residents refuse to pay the indoor maintenance fee?

At the end of last year, the sewer pipe of a household vegetable washing pool on the sixth floor of a building was blocked, and the telephone was entrusted to the maintenance class of the management office to clear it.

Maintenance personnel arrived at the scene in time. Due to the serious blockage of the sewer pipe, it could not be dredged on the sixth floor, and then it was transferred to the fifth floor, and the manhole of the sewer pipe was reversed. After more than three hours of hard work, the pipeline was completely dredged. When dredging, a large amount of sand, lime and paint blocks were pulled out from the sewer pipe, which proved that the blockage was caused by household decoration.

Who knows that when the maintenance personnel charged the maintenance fee of 40 yuan, the resident refused to pay the fee on the grounds that he did not use any materials for maintenance, and plausibly said that he had just moved in after renovation, and other buildings had a one-year warranty period, and he had to pay for living for one year.

The situation is reflected to the management office, and the competent leader will do the work. First of all, he asked the residents' opinions on the civilized language, working attitude and maintenance quality of the maintenance personnel, and he was very satisfied (it was natural and appropriate to choose this topic, and it also avoided the customers from making trouble again because of refusing to pay the fees). Then, he patiently explained the difference between occupancy and occupancy, public part and self-use part, and explained to him that according to relevant laws and regulations, this building has been occupied for many years, and there is no problem of long warranty period. All expenses arising from indoor maintenance, including labor costs, must be borne by the owners and tenants (it may be better if the expenses and charging standards can be explained in advance). On the basis of this inspection on the workload of dredging sewer pipes, he further stated that 40 yuan maintenance fee has been charged and considerable preferential treatment has been given.

The resident felt that what the supervisor said was reasonable and reasonable, and clarified the misunderstanding, so he happily paid the maintenance fee payable.

Comments: Even in areas where the market has developed quite well, a considerable number of owners and users lack sufficient understanding of property management laws and regulations. Property companies should be good at using various channels to do a good job of publicity and popularize the knowledge of property management laws and regulations to owners and users. By raising their awareness of property management, they will pave the way for the smooth implementation of their own management services.

Six, the fine of the owner is invalid.

While decorating his house, Mr. Li opened another door on the load-bearing wall. After the property management company found out, he was fined 500 yuan. When Mr. Li raised an objection, the property management company excused itself on the grounds that there were provisions in the Owner's Code of Conduct, and a dispute occurred between the two parties and was brought to court. After trial, the court held that the fine imposed by the property company was invalid.

First of all, property companies do not enjoy the right of administrative punishment. Article 15 of China's Administrative Punishment Law stipulates: "Administrative punishment shall be implemented by administrative organs with the power of administrative punishment within the scope of statutory functions and powers." The property management company is not an administrative organ and does not conform to the provisions of the Administrative Punishment Law. The administrative organ may entrust the implementation of administrative punishment. Therefore, he has no right to impose any administrative penalties, including fines, and he has no right to impose fines on Li.

Secondly, if the property management company finds that the owner has violated the rules in management and fails to stop it, it should report it to the relevant administrative department for handling. Article 46 of the Regulations on Property Management promulgated by the State Council on May 28th, 2003 stipulates: "Property management enterprises shall stop acts violating laws and regulations such as public security, environmental protection, property decoration and use within the property management area, and report to relevant administrative departments in time. After receiving the report of the property management enterprise, the relevant administrative department shall stop the illegal act or deal with it according to law. " Therefore, property management companies should stop Mr. Li's behavior. If Mr. Li doesn't listen to dissuasion, he should report it to the relevant administrative department, which will handle it, and he has no right to impose a fine on Mr. Li without authorization.

7. Can the owner check the accounts of the property management company?

The house has been bought and moved in. After the property buyers become the owners, they must deal with the property companies. As the owner, I am most concerned about the property fees paid. How does the property company spend it? Is the flower reasonable?

This is a problem that readers are generally concerned about recently, and this issue tries to explain it, hoping that readers as owners can know their rights and obligations.

The operation of the property management industry has its particularity, and the profit of the industry is extracted according to a certain proportion of the total cost of providing services to the owners. Therefore, the expenditure of management fees has become the most concerned issue for owners. After approving the annual revenue and expenditure budget of the management company, supervising the planned expenditure of various expenses has become an important content of financial supervision of property management. So can every owner check and manage the company's accounts in the name of supervising the accounts?

To be exact, the owner, as the payer, has the financial supervision right, but the way to exercise this right is not to manage the company's accounts through the owner's private investigation. The purpose of the audit is to supervise and manage the openness and transparency of the company's financial expenditure, whether it meets the budget items, and whether it deceives the owners in terms of expenditure.

Both the supervisor and the supervised need to make authoritative and legally effective conclusions on the inspection results. Ordinary owners do not have professional financial knowledge, and even professional financial personnel cannot provide legal audit certificates in their personal capacity. Therefore, the management company has the right to refuse the owner's personal audit, otherwise every owner can abuse his own audit right and can only seriously interfere with the normal operation of the management company.

If the owner wants to exercise this right, there are two ways to choose: one is to entrust an accounting firm to check privately; The second is to ask the owners' committee to entrust a professional firm for inspection. Only professional accounting firms recognized by national laws can provide effective audit reports, achieve the purpose of auditing accounts, safeguard the legitimate rights and interests of both parties, and really help owners exercise their legitimate rights.