Thinking and analysis of housing project quality complaints?

From 20 14, the whole real estate market entered a period of stable development, and the market price gradually bottomed out. With the people's increasing awareness of law, quality and rights protection, when many delivered houses are far from the people's expectations in advance, people's complaints about the quality of residential projects will increase day by day. Once they are not handled properly, they will turn into repeated complaints and, in serious cases, group complaints. This is related to the vital interests of the broad masses of the people and to the harmony and stability of society. Therefore, how to think, analyze and properly handle quality complaints has become an important topic for the staff of each supervision department.

1 residential engineering quality complaints

From the time point of view, the quality complaints of residential projects can generally be divided into quality complaints from the construction stage to before and after the house is closed. The actual proportion of the former complaints is less, but it is more difficult to deal with quality complaints before the house is closed. Owners often involve financial compensation, house change, return a house and other complaints. Even under special circumstances, competitors or people with ulterior motives deliberately went to the construction site to find unfounded so-called quality problems, encouraging unsuspecting buyers to defend their rights and intensifying the incident.

1. 1 complaint content

1) quality common fault. Judging from the specific problems of complaints, it generally does not involve the safety of engineering structures, but mainly aims at the functional defects caused by common quality defects such as cracks, leakage and deformation of doors and windows, which affect the use function of houses and the beautiful interior decoration.

2) Excessive publicity. Real estate companies over-advertised when selling houses, and owners found many complaints caused by their non-compliance when handing over houses. In particular, it is reflected in the decoration of public parts, the change of fa? ade and some changes in use functions.

3) After-sales service is not in place. General developers lack the necessary after-sales service department, and often entrust property companies to carry out after-sales maintenance, while property companies can neither directly direct the construction units nor lack corresponding professional and technical personnel. In the actual handling of quality complaints, the analysis of the reasons is not in place, the maintenance method of quality defects is wrong, and the information is asymmetric, which often leads to the phenomenon that the maintenance work is not in place or has been repaired.

1.2 purpose of complaint

1) hope to solve the problem. The house does have quality problems, and the developer thinks that it does not affect the structural safety and does not belong to the scope of maintenance. Buyers and developers failed to negotiate and had to complain to the relevant departments. According to the national laws and regulations related to engineering construction and the Measures for the Supervision and Management of Construction Engineering Quality in Wuxi City, which was formally implemented on June 0, 20 13, it is clear that the construction unit is the first person responsible for engineering quality and undertakes the responsibility for engineering quality warranty according to law. The construction unit shall, in accordance with the warranty scope and time limit agreed in the contract and the residential project quality warranty, organize the contractor to make timely rectification and maintenance of obvious quality problems, and shall not shirk responsibility or perfunctory the owner to carry out maintenance according to the normal maintenance plan, resulting in unnecessary quality complaints.

2) Hope maintenance plus economic compensation. Buyers not only need to properly repair the existing quality problems, but also want to get some additional economic compensation or direct economic compensation for self-repair. At present, most of these quality complaints demand compensation from developers on the grounds that the amount of economic compensation is generally small, which mainly affects the renovation period and the mental loss of new house maintenance. Some developers are also "willing" to solve quality complaints quickly through simple economic compensation, which induces and encourages the spread of this trend.

3) A few buyers take the existing quality problems as the starting point and the complaint handling form of government departments as "evidence", and use the topic to obtain huge compensation. It is common for buyers to claim tens of thousands or even hundreds of thousands when they find a crack.

1.3 new features of complaints

At present, the complaint methods and channels are open. Generally, you can complain directly to the engineering quality supervision station, or you can make normal quality complaints through letters and visits, the mayor's mailbox, 12345. But today, the network is developed, and the communication channels between owners have become diversified. Owners of QQ group, WeChat and real estate forum often discuss their own quality problems, and the phenomenon of repeated investment and follow-up complaints is serious; Or their own goals have not been achieved, to instruct the owners of the same community to complain repeatedly, which increases the workload of relevant departments and causes a waste of social resources; There are also reports on quality issues through news media. This will magnify the problem.

2 Difficulties in handling quality complaints

2. 1 The function of the department is not clear

Under the current complete laws, regulations and rules, the responsibilities of various departments should be clarified. We can't ask the quality supervision department to handle all the quality complaints that appear on the house. Many times, the quality supervision department has no corresponding functions and no basis. In practical work, after receiving quality complaints, I went to the scene to check and found that the upstairs furniture changed its structure, resulting in cracks in the downstairs wall; The reason why the wall is wet is that the shower room next door is not waterproof; The phenomenon of developers assisting owners in the second construction of "donated area" after delivery occurs from time to time. Therefore, only by strengthening the linkage between different departments and performing their respective duties can we solve practical problems quickly and accurately.

2.2 the lack of responsibilities of the construction unit

1) Absence of construction unit Now many small and medium-sized development companies are developing real estate together with the project company. After the project ends, they "disappear", and the responsible subject is missing, or the development company and the construction unit have left the project location, which leads to the owners' failure to carry out maintenance in time after reporting quality problems to the property and the lack of necessary after-sales service. In the case of unequal information, many problems cannot be properly solved, which intensifies the contradictions between the two sides.

2) The quality complaints caused by the failure of the construction unit and the property to perform their duties during the decoration and occupancy are generally concentrated on the problems such as water seepage from the ceiling of the bathroom, wall moisture regain, floor water pipe burst, etc. Due to the uncooperative business owners and unfavorable property coordination, residents can only turn to functional departments for help. In the process of treatment, it is impossible to enter the relevant owner's room for investigation, which will hinder the determination of the cause of the problem. In addition, the maintenance of some quality problems requires a long tracking and maintenance cycle. For example, if the external wall leaks, the maintenance unit often treats the head as a headache and the feet as a pain. Sometimes the maintenance of a leaking point needs to be repeated several times before it can be completely repaired, which also causes the phenomenon that the complaint handling cycle is long and the owner does not understand.

2.3 The purpose of the complaint deviates.

After some houses have quality problems, the owners complain to the relevant departments, ostensibly demanding maintenance, but in fact they need huge compensation from the developers, and the contents of the complaints are inconsistent with the reality. Basically, it is reflected in the constant complaints that "the developer has not contacted me, refused to repair, refused to accept the maintenance plan, and needs to ensure that there will be no more problems after repair", which has exceeded the complaint handling authority and the purpose of the complaint has deviated.

2.4 Maintenance funds cannot be guaranteed.

Many projects have a long development cycle, and often the houses delivered in advance have passed the warranty period, and the owners' committee has not yet been established, so it is impossible to use funds for major repairs. Once there are quality problems such as roof and external wall seepage, the maintenance funds can not be guaranteed, and it is very difficult to handle complaints.

2.5 Quality complaints are difficult to solve in a short time.

It is difficult to completely solve a complaint problem within the time limit stipulated by the quality complaint. Often a complaint handling form is sent to a specific supervisor, and the completion cycle is basically only 2 or 3 days. During this period, only the owners, developers and construction units can be contacted for on-site investigation and confirmation. It takes a long time for the investigation of follow-up problems, maintenance plan, follow-up after maintenance, return visit and owner's confirmation.

2.6 Lack of clear identification of quality problems

Lack of necessary identification basis for the specific quality problems of complaints. After all, quality supervision institutions are neither testing units nor appraisal institutions, and can only find out the leading problems in the process of field inspection. For example, the owner complained that the skirt of the basement exterior wall was leaking and the paint was peeling off. On-site inspection found that the dado was covered with water droplets. Initially, it was determined that the basement was not ventilated, and the temperature difference between inside and outside led to the accumulation of condensed water, but the owner insisted that it was the leakage of the external wall. Later, the whole wall was sealed with plastic film to observe whether the water droplets accumulated on the outside or inside of the film. As a result, no leakage was observed on the outer wall. Although the judgment method is simple and feasible, it lacks the corresponding legal and regulatory basis and can only be regarded as a conclusion recognized and accepted by both parties. In practical work, it is impossible to clearly judge what causes such problems.

3 Some requirements and measures of Wuxi City

3. 1 Define the quality responsibility of the construction unit.

The Measures for the Quality Management of Construction Projects in Wuxi City (hereinafter referred to as the Measures), which was implemented on August 3, 20 13, further clarified the quality responsibility of the construction unit. The quality of construction projects depends to a great extent on whether the quality consciousness of the construction unit is strong and whether the quality behavior is standardized. Article 18 of the Measures clarifies that the construction unit shall be fully responsible for the project quality, fulfill the quality management responsibility of the contractor, and shall not arbitrarily change the construction drawing design documents that have been reviewed and approved, and shall not lower the project quality standard or shorten the reasonable construction period without authorization. This series of specific regulations is expected to further standardize the engineering quality behavior of the construction unit and implement the quality responsibility of the construction unit.

3.2 Pay attention to the prevention and control of common quality defects.

Implement targeted preventive measures for quality complaints of common quality problems. In order to further reduce the common quality defects in housing construction projects and effectively improve the quality level of housing construction projects, Wuxi issued the notice of "Prevention Measures for Common Quality Defects in Building Projects in Wuxi City" on September 20 13, and compiled a special article on prevention measures for three common quality defects: door and window leakage, roof leakage and external wall leakage, requiring new projects to take relevant prevention measures for common quality defects. Leakage, which accounts for almost half of housing quality complaints, is expected to be effectively controlled.

3.3 Strengthen household acceptance of measurement.

Household acceptance of residential engineering quality, not formalism. In view of the current lack of supervision, some construction units resort to deceit in the process of household acceptance. 20 10 Wuxi issued several opinions on further strengthening the acceptance of main and unit projects. The document clearly stipulates that the floor thickness, component size, steel protective layer, floor elevation and concrete strength of main components should be measured during the main body acceptance stage. At the same time, on the basis of household acceptance, a third-party inspection agency is introduced to conduct spot checks on the space size, and the total number of spot checks is not less than 10% of the total number of households. In the past five years, the number of quality complaints about storey height and bay size has been greatly reduced.

3.4 Commercial housing project delivery standard model housing system

In recent years, with the continuous promotion of finely decorated houses and the wide application of new technologies and materials, the quality supervision of residential projects is facing new problems. 2065438+On September 30th, 2004, after a period of trial, Wuxi launched the standard model house system for the delivery and use of commercial housing projects. Standard model house is a standard model house formulated according to the requirements of commercial housing sales contract and design documents, which serves as a reference standard for construction units and construction units to deliver houses to owners. Key parts such as doors and windows, kitchen and bathroom waterproofing shall be marked with pictures and texts, and the names, specifications and brands of other related building materials shall be publicized, and the standard model houses shall be registered in the annex of the commercial housing contract in conjunction with the housing management department. This will greatly and effectively put an end to the exaggeration and false propaganda of developers when selling houses, so that people can truly and intuitively understand what their houses will look like in the future when buying houses, thus reducing disputes and quality complaints caused by unnecessary delivery.

3.5 Innovative management mechanism

The implementation of project quality margin and project quality warranty system. After some buildings have quality problems, developers shirk or delay maintenance, or the development company has long been dissolved and the construction unit has been evacuated. This has harmed the interests of the people, and even within the scope that can be solved, it will take a long time to solve it. The Measures for Quality Supervision and Management of Construction Projects in Wuxi City clearly stipulates that the construction unit shall bear the responsibility of quality warranty according to law, pay the project quality deposit or handle the project quality insurance according to regulations. At the same time, it makes specific provisions on complaints and handling of quality problems, which provides a solution for fundamentally solving housing quality disputes in the future. Even if the responsible unit fails to cooperate and contact, the project quality deposit can still be used to repair the project quality in time once the housing quality complaint occurs, and can effectively restrain the behavior of developers and ensure the quality of construction projects.

4 conclusion

Improving the quality level of residential engineering itself, taking effective preventive measures and controlling the occurrence of common quality defects are the fundamental to reduce the quality complaints of residential engineering. Implement the project quality behavior of the quality responsibility subject, especially the construction unit should be fully responsible for the project quality. Strengthen the household acceptance of residential project quality and the standard model house system for residential project delivery, and solve the quality problems before delivery. Innovative management mechanism, the implementation of project quality margin and project quality warranty system.

The above are collected and sorted by Zhong Da Consulting Company.

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