Xi 'an Grade I, II and III Property Service Standards

According to the different needs of property services, the guiding standards of property services in residential areas in Xi City are set to three service levels from high to low, namely, the first, second and third service levels. The basic requirement is that the service standards of property enterprises are consistent. Standards at all levels consist of seven contents: basic requirements, housing management, facilities and equipment, public order maintenance, cleaning service, greening maintenance management and community culture construction.

The first-class charging standard is 1.00 yuan/month. Square meters (including taxes). The basic condition is that the community is closed; Having a property management service room with a total residential construction area of not less than 3‰; The greening rate is above 35% (including water surface); Greening and leisure activity center, site1500m2; More than 300 square meters of fixed activity hall; 65,438 special fixed parking spaces +0 /3 households; Having a building visual intercom system, a monitoring system, an electronic patrol system or three or more other safety precautions; Fixed stadiums should have at least two facilities.

The secondary charging standard is 0.75 yuan/month. Square meters (including taxes). The basic condition is that the community is closed; Having a property management service room with a total residential construction area of not less than 3‰; The greening rate is above 30% (including water surface); Greening and leisure activity center, site 1000 m2; More than 200 square meters of fixed activity hall; Having a building visual intercom system, a monitoring system, an electronic patrol system or one or more other safety precautions; There shall be no less than one sports activity facility.

The third-level charging standard is 0.50 yuan/month. Square meters (including taxes). The basic condition is that the community is closed; Having a fixed management service room; The greening rate is above 25%; More than 500 square meters of green leisure activity centers and venues; Fixed activity hall 100 square meters; There are simple sports equipment and facilities.

Legal basis:

Xi 'an Residential Quarter Property Service Guiding Standard

(A) customer service management

Level 1:

1. The average number of customer service staff in the project is no more than 500.

2. The property management area is equipped with a service reception center and a fixed office space, and a 24-hour service telephone number is set up and publicized to receive inquiries, repairs and complaints from owners and property users. Customers' comments and suggestions should be answered within 12 hours, and help and complaints should be fed back within 24 hours. Establish a return visit system with a return visit record, and the annual return visit rate is above 100%; Establish a complaint acceptance system with complaint acceptance records. The complaint acceptance rate is 100% and the return visit rate is 100%.

3. Consult the owners' opinions on property services at least/kloc-0 times a year, and the satisfaction rate is above 85%.

4. If the charging system is implemented for property service charges, the income and expenditure of property service funds shall be announced in accordance with the contract.

5. The main pedestrian entrances and exits of the community are equipped with civilized publicity columns, and the management regulations (or temporary management regulations) are fixed, and the publicity content is changed at least once every 2 months.

The second level:

1. The average number of customer service staff in the project is no more than 600.

2. The property management area is equipped with a service reception center and a fixed office space, and a 24-hour service telephone number is set up and publicized to accept inquiries, repairs and complaints from owners and property users. Customers' comments and suggestions should be answered within 24 hours, and help and complaints should be fed back within 36 hours. Establish a return visit system with a return visit record, and the annual return visit rate is over 90%; Establish a complaint acceptance system with complaint acceptance records, with the complaint acceptance rate of 100% and the return visit rate of 90%.

3. Consult the owners' opinions on property services at least/kloc-0 times a year, and the satisfaction rate is above 80%. 4. If the charging system is implemented for property service charges, the income and expenditure of property service funds shall be announced in accordance with the contract.

5. The main pedestrian entrances and exits in the community have civilized publicity columns, and the management regulations (or temporary management regulations) are fixed, and the publicity content should be changed at least once every quarter 1 time.

The third level:

1. The average customer service staff of the project is no more than 700.

2. There is a service reception center in the property management area, and a 24-hour service telephone number is set up and publicized to accept the consultation, repair report and complaints of the owners and property users. Customers' comments and suggestions should be answered within 36 hours, and help and complaints should be fed back within 48 hours. Establish a return visit system with a return visit record, and the annual return visit rate is over 80%; Establish a complaint acceptance system with complaint acceptance records, with the complaint acceptance rate of 100% and the return visit rate of 80%.

3. Consult the owners' opinions on property services at least/kloc-0 times a year, and the satisfaction rate is over 75%.

4. If the charging system is implemented for property service charges, the income and expenditure of property service funds shall be announced in accordance with the contract.

5. The main pedestrian entrances and exits of the residential area have civilized publicity columns, and the management regulations (or temporary management regulations) are fixed, and the publicity content is changed at least once every six months 1 time.