Grade standard of property management service in ordinary residential quarters

The property management service of ordinary residential quarters refers to the property services provided for the owners of the quarters, including the management of safety, environment, equipment and public areas. In order to improve the quality of property management service and standardize the behavior of property management service, the Grade Standard of Property Management Service in Ordinary Residential Quarters was formulated.

I. Classification of service levels

According to the quality of property management services and the needs of owners, the level of property management services is divided into three grades: excellent, good and qualified. Among them, excellent is the highest level and qualified is the lowest level.

Second, the service content

1. Safety management: including community safety prevention, fire management, property safety inspection, etc.

2. Environmental management: including community greening, garbage removal, sanitation and cleaning, etc.

3. Equipment management: including maintenance, maintenance and updating.

4. Management of public areas: including the management of community access control, roads, parking lots, corridors and other public areas.

5. Owner services: including owner complaint handling, information release and community activities organization.

Third, service standards.

1. Excellent service standard:

(1) safety management: security patrol in the community for 24 hours to deal with potential safety hazards in time.

(2) Environmental management: the greening rate of the community reaches 80%, and the garbage is removed in time, clean and odorless.

(3) Equipment management: the response time of equipment maintenance in the community is less than 2 hours, and the equipment is updated in time.

(4) Public * * * area management: The public * * * area of the community is clean and tidy, the access control system is safe and reliable, and there are sufficient parking spaces.

(5) Owner's service: Owner's complaints are handled in time, information is released in time and accurately, and community activities are colorful.

2. Good service standards:

(1) safety management: security patrol in the community for 24 hours to deal with potential safety hazards in time.

(2) Environmental management: the greening rate of the community reaches 70%, and the garbage is removed in time, clean and without obvious odor.

(3) Equipment management: the response time of equipment maintenance in the community is less than 4 hours, and the equipment is updated in time.

(4) Public * * * area management: The public * * * area of the community is clean, the access control system is safe and reliable, and the parking spaces basically meet the demand.

(5) Owner's service: Owner's complaints are handled in time, information is released timely and accurately, and community activities are abundant.

3. Qualified service standards:

(1) safety management: 24-hour security patrol in the community, and handling potential safety hazards.

(2) Environmental management: the greening rate of the community reaches 60%, and the garbage is removed in time, and the hygiene is basically qualified.

(3) Equipment management: the response time of equipment maintenance in the community is less than 8 hours, and the equipment update is not timely.

(4) Public * * * area management: The public * * * area of the community is basically clean, the access control system is basically safe and reliable, and there are insufficient parking spaces.

(5) Owner's service: owners' complaints are handled slowly, information release is not timely and accurate, and community activities are few.

Four. Service evaluation

The property company shall evaluate the residential property management service every year, and the evaluation results shall be publicized to the owners' committee and owners. If the service level of property management is not up to standard, the property company shall formulate a rectification plan and publicize it to the owners.