Handling and suggestion of residential engineering quality complaints?

With the completion and use of a large number of residential projects such as commercial housing, resettlement houses and affordable housing, complaints about the quality of residential projects have increased sharply, and group petitions have occurred from time to time, which has affected social stability and stability. As an engineering quality supervision and management department, it is an important content of current quality supervision and management to spend a lot of time and energy to deal with quality complaints of residential projects, master the quality of residential projects, and prevent, reduce and properly handle quality complaints.

In recent years, with the large-scale completion and occupancy of commercial housing, resettlement houses, affordable housing and other residential projects, the number of engineering quality complaints in our station has surged from the previous 20 or 30 per year to more than 0/00 per year now. The demands of complaints are getting higher and higher, and the difficulty of handling them is getting bigger and bigger. Moreover, the time and energy used to deal with group visits caused by quality complaints are increasing every year, which directly affects the normal supervision and management work. After Wuhu Municipal Commission of Housing and Urban-Rural Development issued "Wuhu City Housing Construction Quality Complaints Handling Work Regulations" on 20 13, the hot and difficult problems of engineering quality complaints handling have a basis, but fundamentally reduce engineering quality complaints, properly handle them, and always be on the road.

1 Analysis of the main problems and causes of residential engineering quality complaints

From 20 14 to 20 16, our station * * * accepted 405 quality complaints of all kinds, and the quality problems reflected by the complaints were all common problems and general quality defects of engineering quality, and there were no serious quality problems involving the safety of foundation and main structure. From the content of complaints, it can be divided into four categories: first, the deviation of spatial geometric size, mainly the height difference and the first-class spatial size, which is * * * 4 1, accounting for about10% of the total number of complaints; Second, water seepage, mainly from the roof, external windows and toilets, accounted for 177, accounting for about 44% of the total complaints; The third is the quality defects of the main structure, mainly including cracks in cast-in-place slab, cracks in external walls and internal walls, exposed tendons, shear walls and column holes. , accounting for 93 cases, accounting for about 23% of the total complaints; Fourth, the decoration quality defects, mainly for the ground, wall empty drum cracking, mortar strength is insufficient. * * * 94, accounting for about 23% of the complaints.

The main reasons for these engineering quality defects are: first, the construction, construction and supervision units are not strong in quality awareness, lack of effective quality assurance system and interlocking quality control methods, and preventive measures for common quality defects have not been effectively implemented; Second, the main structure and household acceptance organized by the construction unit in the completion acceptance stage are not in place, and even become a mere formality; Third, due to the particularity of residential products, there are some problems in the process of secondary decoration, such as improper materials selection and technology, which lead to quality problems.

2. Handling of residential engineering quality complaints

2. 1 Complaint handling for solving quality problems

For those who come to complain or complain through other forms, the staff will seriously receive, patiently listen to complaints, fill in the registration form of engineering quality complaints, and deal with them in strict accordance with the handling procedures and according to the severity of quality defects of complaints. For example, residents of a resettlement community complained about water seepage in the external wall and window sill. After receiving the complaint, the staff filled in the registration form of engineering quality complaints, identified two handlers, and contacted the construction, construction, property management and other units to check and verify the complaint on the spot. After inspection, it was found that the external wall and window sill were leaking, and the agent asked the construction unit to find out the reason within a time limit and make repairs. After the repair is completed, the complainant and relevant units will be organized to accept the complaint, and the repair situation will be reported to the quality supervision station in writing. Most of these complaints, which only seek to solve quality problems, have been coordinated by quality supervision stations to urge the implementation of rectification, and the complainants are basically satisfied.

2.2 Handling of economic compensation complaints

It is generally difficult to coordinate the handling of complaints such as economic compensation and check-out. These complainants demand economic compensation under the pretext of engineering quality defects. For example, residents of a development community reported that the cast-in-place floor was cracked. After receiving the complaint, the staff filled in the engineering quality complaint registration form, identified two handlers, and contacted the construction, construction, supervision, design and other units to check and verify on the spot. There are 45 cracks in the living room and bedroom. Oblique cracks, all responsible subjects can't explain the causes of cracks, and residents are worried about the safety of building structures. After consultation with residents, the construction unit and residents * * * entrusted the Second Inspection Station of the province to identify and detect the causes of cracks. Inspection conclusion: "The cracks are mainly caused by the over-thick protective layer of negative bending moment steel bars and the superposition of concrete shrinkage stress and temperature stress. Cracks do not affect the safety of the main structure, but have an impact on the durability and normal use of the structure and should be closed and reinforced. "

According to the test results, the design unit will issue a maintenance and reinforcement plan, which will be submitted to the residents with the consent of the responsible subjects. However, the residents suggested that maintenance can only be carried out after economic compensation. After many times of coordination, the two sides could not reach an agreement because the amount of economic compensation proposed by the tenant was too large. In recent years, residents have repeatedly complained to the Bureau of Letters and Calls and the Quality Supervision Station, or complained to the People's Daily Online, the mailbox of the person in charge of the province, city and county, and the quality supervision station through the Internet. They have also organized consultations between the two sides for many times, but they have never reached an agreement because of economic compensation. According to the first paragraph of Article 13 of the Work Regulations on Handling Quality Complaints of Housing Construction Projects in Wuhu City: "If the complainant requests the construction unit to make economic compensation due to quality problems, or requests to return a house or change rooms, both parties shall settle it through consultation; If negotiation fails, it shall be resolved through legal channels. "

Some ideas and suggestions

3. 1 Strictly implement the special treatment of common quality defects in residential projects.

The treatment of common problems in residential engineering quality is one of the important ways to reduce complaints about residential engineering quality. In the process of construction, all responsible parties strictly implement the existing measures to prevent common quality defects of the project, pay close attention to implementation, strengthen process supervision, eliminate common quality defects from the source, ensure the quality of the project, improve residents' satisfaction with the quality and reduce complaints about the quality of residential projects.

3.2 Continue to carry out in-depth standardization of engineering construction quality.

Strengthen the standardized management of residential engineering construction quality, implement the quality responsibility of all construction parties, improve the quality assurance system, standardize the quality behavior of all responsible parties, implement standardized management in management personnel, material use, process methods, construction environment, quality control, etc., strictly implement the model demonstration work, improve the engineering quality management level, ensure the quality of engineering entities, and thus reduce the quality complaints of residential engineering.

3.3 Strictly implement the household acceptance system.

Before the acceptance of the main structure and the completion of the project, the construction unit must organize the construction, supervision, property management and other units and the owner's representative to carry out the appearance quality inspection and function test for each household, especially the hot issues complained, such as cracking, water seepage and large geometric dimension deviation. Problems found should be handled in a timely and standardized manner, and supervision institutions should strengthen supervision over the implementation of household acceptance. If it is found that it does not meet the requirements, it shall be ordered to reorganize the household acceptance. Actively explore the implementation of entrusting a third party to carry out household acceptance, eliminate quality problems before completion acceptance, and reduce quality complaints of residential projects.

3.4 Earnestly do a good job in residential engineering quality warranty.

After the residential project is completed and delivered, the construction unit should promptly deploy experienced and responsible technical workers to form a professional maintenance team, put forward maintenance plans in time for the quality problems found in the process of household inspection and decoration, and maintain them in time with the consent of residents, and try to get them in place as soon as possible without repeated maintenance, so as to deal with the internal quality problems of residential quarters and reduce complaints about the quality of residential projects.

3.5 Strengthen publicity and do a good job of explanation.

Actively guide residents to complain rationally, and avoid the waste of human resources caused by repeated complaints of the same content that have been accepted or are being processed and have not yet reached the prescribed processing time limit. For claims involving check-out, house change and economic compensation. Beyond the scope of the functions of the quality complaint acceptance agency, guide residents to negotiate face to face with the construction (development) unit, or solve it through arbitration and judicial channels.

3.6. Complaint handling institutions should form a long-term mechanism.

First, smooth channels for quality complaints. Quality supervision institutions shall set up and publish the telephone number for accepting quality complaints, and solve them in time according to the promised time limit to ensure the smooth channels of complaints. The second is to standardize the quality complaint process, from complaint registration, on-site inspection, coordination of process records, determination of treatment plan, acceptance after treatment to the formation of complaint handling report, so as to leave traces throughout and establish files. The third is to establish a complaint joint meeting system. Complaints that may lead to group visits, group visits and outstanding quality problems should be reported in time, and the political and legal Committee, public security, letters and visits, construction committees, quality supervision stations, housing management bureaus and other departments should hold a joint meeting to timely judge and deal with them, resolve social contradictions and prevent conflicts from intensifying.

4 conclusion

The quality of residential projects is closely related to the interests of the masses, and the effect of handling complaints about project quality is also related to social stability. While constantly strengthening quality supervision, quality supervision institutions actively improve their ability to handle engineering quality complaints and earnestly safeguard the interests of the broad masses.

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