Residential property cleaning scheme

According to the characteristics of resettlement houses and property management outside the island, this book will provide perfect management services for the majority of business households and build property brands for enterprises.

First, understand the basic situation of the house, such as the content of the service contract, assessment criteria and the actual situation of the site (location, human environment, area, entrance, facilities and equipment, etc.). ).

Second, the organizational structure of the service office According to the on-site inspection and service standards, and considering the management cost, the organizational structure of the staff of the community service office was established, and a series of related trainings were conducted for the staff of the community service office, and the simple decoration of the community service office was arranged and office supplies were purchased.

Three, ready to take over the acceptance of real estate work includes

Office data transfer:

1, data takes over acceptance data. Such as planning permits, land use contracts, etc.

2. Comprehensive completion acceptance data. Such as completion drawings, mechanical and electrical equipment data, water supply contracts, etc.

3. Owner information. Such as the room number and telephone number of the assigned owner.

Acceptance of main body of residential building:

1. Check and accept the public parts of the community, including corridors, public floors, roofs and basements.

2. Indoor acceptance.

3. Landscaping acceptance.

4. Acceptance of engineering facilities and equipment. Including fire control system, fresh air system, elevator, secondary water supply, monitoring system, gate system, access control system, drainage pipeline, lightning rod, septic tank, etc.

5. Take the key. Including equipment room and indoor keys, and check them.

6. Confirmation of readings of public water meters and electric meters and indoor water meters and electric meters.

Engineering acceptance process:

1. Make handover according to the property right data and technical data of the community, and confirm the signature. The missing information should be recorded in the relevant form.

2. Take over the house acceptance, confirm the signature, take over the key, and record the unqualified items in the acceptance process in relevant forms.

3. Take over and accept the status of mechanical and electrical equipment, and record the unqualified items found in the acceptance process in relevant tables.

4. Summarize, register, sort out and file the nonconformities found in the acceptance.

5. Feedback the non-conformities found to the construction unit and the developer, and ensure rectification within the prescribed time limit.

6. After rectification, the unqualified items shall be accepted and recorded, and the acceptance signature standard shall be the house handover acceptance standard issued by the Ministry of Construction.

Fourth, the public part of the community should be cleaned and greened, so that the community can maintain a good external image and meet new owners.

Fifth, do a good job in preparing for the new owner.

On-site handover layout, key classification, owner's portfolio preparation, handover materials preparation (house acceptance form, residential use convention, owner's manual, decoration management measures, decoration management agreement, key custody power of attorney, key custody commitment letter, key sign-in form, owner information form, check-in information sign-in form, check-in instructions, etc.). ). Choose a table to use according to actual needs.

Check in:

1. After completing the formalities, the business owner will go to the service office to check in. The department that notified the delivery of the house can inform the owner to bring the original and photocopy of my ID card and the notice of occupancy. If entrusted, there shall also be an entrustment agreement and the original and photocopy of the client's ID card.

2. The receptionist in the service office checks the owner's occupancy notice and the owner's ID card.

3. The service receptionist introduces the management service of the community, and signs the residential use convention, decoration management agreement and other documents with the owner. Fill in the form according to the actual needs.

4. The receptionist in the service office issues the check-in document to the owner and asks the owner to sign it. Check-in package: owner's manual, residential use convention, decoration management agreement. Issue documents according to actual needs.

5. The receptionist of the service office will accompany the owner to inspect the house, copy the information of the water and electricity meter, and go through the formalities of closing the house and turning over the key after the owner passes the house inspection. Fill in the "House Acceptance Form" and rectify the unqualified acceptance within a time limit.

6. Put the occupancy notice, the copy of the owner's ID card, the residential use convention, the decoration management agreement, the house acceptance certificate, the receipt of occupancy information and other documents into the owner's file bag for filing.

7. Sort out the related problems raised by the owner during the acceptance, classify and file them, and send them to the construction unit and the developer for rectification.

8. After rectification, notify the owner to come for acceptance. And confirm and sign the relevant forms.

Sixth, the second decoration management stage

1. When the owner submits the decoration to the service office, he should bring the decoration drawings, the qualification certificate of the construction unit and a copy of the ID card of the construction personnel to each service office to fill in the Residential Decoration Sheet and the Construction Personnel Registration Form.

2. The receptionist in the service office introduces the community management regulations to the owner and the construction team. Such as decoration time, dumping location, etc.

3. After the service office accepts the decoration application, the construction can only be started after it is approved by the management and engineering personnel of the service office.

4. After the above procedures are completed, the receptionist will handle the temporary pass for the construction personnel. The person in charge of the construction personnel holds the ID card or temporary residence permit of the construction personnel and photos, and goes to the service office to handle the temporary pass for the construction personnel, fill in the registration form of the construction personnel, and pay the pass fee for the construction personnel 10 yuan/Zhang. You can get a refund after renovation.

5. On-site tracking: Management personnel must track and inspect the construction site of decoration households every day, understand the construction situation and make records, and invite engineers to accompany them when necessary. Maintenance personnel and management personnel should check the public parts of the community every day.

6, after the decoration, after the service management and engineering personnel acceptance, fill in the decoration acceptance on the decoration application form and sign it.

7. In the process of tracking, if any violation or obstruction to the public is found, measures shall be taken in time for rectification. If necessary, fill in the Notice of Violation and Rectification, and take photos on the spot. , for future use and archiving.

8, illegal processing, in violation of the provisions of the decoration will take the following measures in accordance with the relevant provisions:

9. Inform, persuade and order to stop rectification and report to relevant law enforcement departments.

10, deal with materials in and out, construction personnel hold relevant certificates, construction tools management, and dirt management. When the owner takes the decoration materials out of the community, the owner must personally go to the service office to handle the release form and sign it for approval, otherwise no one may take the materials out of the community. Temporary construction personnel pass and tools out of the community procedures, must be handled by the owner or construction director to the service office, others may not handle. The incoming materials must be transported to the owner's home within two days, and shall not be piled up in the public part of the community for too long. Garbage should be stacked in designated places, and those with basements should be transported to the basement for stacking. Garbage should be removed every day.

1 1. The service manager randomly checks the decoration management 10 times a month.

VII. Post-occupancy management stage.

The goal pursued by the service office is: 1, and the housing construction rate is over 98%;

2. Timely repair rate reaches100%;

3, clean management without blind spots;

4, equipment and facilities intact rate reached more than 98%;

5. The integrity rate of street lamps in residential areas reaches100%;

6. There are no major safety and fire accidents in the management area;

7. Effective complaint handling rate100%;

8. The service satisfaction rate is over 95%;

9, greening intact rate reached more than 98%;

10, and the road integrity rate reaches 98%;

1 1, 100% pre-job and on-the-job training for all kinds of managers;

12. No service safety accidents occurred throughout the year.

In order to achieve the above objectives, the Department will formulate the following measures:

1. Improve various management systems and regulations. Including maintenance personnel management regulations, vehicle management regulations, mechanical and electrical equipment management regulations and a series of management systems and regulations.

2. Formulation of cleaning outsourcing supervision. In other words, all the staff of the service office (including maintenance personnel) have the power to supervise, so that the environment is clean and tidy without dead ends, and the mechanism is timely when problems are found. Cleaning personnel should require uniform loading. Garbage should be cleaned daily and disinfected regularly. And according to the site situation to develop a clean workflow. (Daily cleaning plan, weekly cleaning plan and monthly cleaning plan) The secondary water supply tank shall be cleaned according to regulations, and the water quality shall meet the hygiene requirements.

3. Regularly trim and maintain lawns, flowers, hedges and trees, regularly remove weeds and sundries in the green space, and regularly prevent and control plant diseases and insect pests of flowers and trees.

4. Managers and electromechanical personnel are required to hold relevant certificates. And carry out follow-up training for service personnel to further improve the comprehensive ability and service awareness of all personnel. Standardize polite language, etc.

5. Establish the registration record of incoming calls and visits. It is required to fill in the form truthfully and completely, and feedback it to the relevant responsible person in time. After investigation, the relevant responsible person will promptly report the handling situation to the visiting caller. The manager checks the contents of incoming calls before work every day, and the service manager checks incoming calls every two days, and makes statistics and analysis of relevant cases every week. The relevant reporting system shall be established for the filing matters that are not handled in time.

6, the establishment of engineering timely repair processing system. The timely rate of minor repairs and zero repairs is 100%. Spare repairs will be completed within 24 hours, and urgent repairs can't stay overnight. The qualified rate of minor repairs 100%, water and electricity maintenance shall not exceed 24 hours, and civil engineering shall not exceed 3 days. Repair, keep the appearance of the house intact, no damage to the facade. The repair rate of maintenance works shall not exceed 1%.

7. Managers should check the areas under their management every day, including (decoration households, sanitation of public corridors, completeness and greening of public facilities, etc. ) and record relevant information. It is forbidden to raise chickens, ducks and vegetables in public green spaces. Once found, immediately stop and persuade.

8. The residential area is under closed management. Owners can swipe their cards in and out, and outsiders must register their ID cards before they can enter. Vehicles in the community swipe their cards to enter, and vehicles from other places temporarily take tickets to enter. Vehicles of non-residential owners are prohibited from parking overnight in residential areas. Taxis (except in special circumstances) are not allowed to enter the community.

9. Maintenance personnel should be on duty for 24 hours. Patrol and inspect the community regularly and irregularly, and make records. Guide and park vehicles entering the community.

10, customer complaint handling. Distinguish between valid complaints and invalid complaints, feedback them to relevant responsible persons for implementation, and feedback them to the owner in time. The service office should make effective complaints to prevent similar situations from happening again.

1 1. Establish a 24-hour duty system. Set up a service telephone, accept the owner's collection and feedback on all kinds of information about property management services such as maintenance, help, suggestions, inquiries and complaints, and deal with them in time, with a return visit system and records.

12. Establish emergency plans for various emergencies. Facilities and equipment prone to personal safety crisis have obvious warning signs and preventive measures; Have an emergency plan for all kinds of sudden equipment failures that may occur;

13. Establish an assessment system. Evaluate all personnel effectively.

14, community cultural activities. According to the actual situation on site, community cultural activities are carried out regularly every year to publicize the construction of spiritual civilization (ten points for attention and the concept of property service in Xiamen can be publicized).

15, convenient service. Convenience service activities are an important part of the management office's purpose of putting the owners first and serving the owners. For example, contact relevant departments, strive to open telephone, gas, cable TV and other accounts for owners and residents all the year round, subscribe to newspapers and magazines, send emails, and hire tutors and nannies. The responsible department is the service department.

16, prepare assessment every quarter, and conduct owner satisfaction survey at the end of each year.