Office building service standard

This standard applies to the office building property management service activities within the administrative area of this Municipality.

Terms and definitions

The following terms and definitions are used in this standard:

2. 1 office building

Buildings and ancillary facilities, equipment and venues that provide space for business and office activities.

2.2 customers

Organizations or individuals that accept property management services.

Example: owners, users and other interested parties.

basic requirement

3. 1 Qualification requirements for property management enterprises

Property management enterprises engaged in office management should have corresponding qualifications and meet the requirements of the Ministry of Construction's "Trial Measures for the Qualification Management of Property Management Enterprises".

3.2 property management to undertake acceptance

3.3 Management organization and human resource allocation requirements

3.5 Management service requirements

3.6 Archives management

3.7 Financial management

3.8 Customer satisfaction

3.9 Special services

Office property management agencies should try their best to meet the special service needs of customers and carry out special special services within their capabilities.

3. 10 energy saving management

The office building property management institution shall, according to the actual situation of the property, formulate an appropriate and effective energy-saving management scheme in line with national laws, regulations and policies, and earnestly implement it.

3. 1 1 Handling of public emergencies

Office building property management agencies should establish emergency plans for public emergencies that may occur in the process of management services, such as facilities and equipment failures, natural disasters, accidents, public health incidents, social security incidents, etc., organize the implementation of training, drills, evaluation and improvement, report incidents to customers and relevant departments in a timely manner according to the prescribed channels, and take corresponding measures.

customer service

4. 1 reception service

-Conditional office buildings should be equipped with a general service desk. Provide consultation, service acceptance, complaint reception and other services for property users; At the same time, provide consulting and guidance services for foreign employees;

-do not have the conditions to set up a comprehensive service desk office, property management agencies should set up a service window, accept the property users' consultation, repair, special service applications and complaints.

4.2 Mail, newspaper and magazine sending and receiving services

4.3 Decoration management services

4.4 Complaint handling

4.5 special special service acceptance

Give a reply to the special service requirements put forward by customers within 24 hours; Belonging to the scope of property management institutions, in principle, it should be accepted, and the reasons should be informed if it is unacceptable.

* * * house parts, * * * facilities and equipment operation and maintenance services.

5. 1 Maintenance and management of internal parts * * *

5.2 Decoration management

5.3 *** Daily operation and maintenance services of facilities and equipment

Order maintenance and security services

6. 1 doorman

6.2 patrol

6.3 Safety monitoring

6.4 Traffic and vehicle parking management

6.5 Safety management

Environmental cleaning service

7. 1 sanitary facilities

Relevant sanitation facilities should be set up reasonably according to the actual situation of the office building, such as garbage bins at the main entrances and exits, garbage transfer rooms at appropriate locations, and temporary slag yards during centralized decoration.

7.2 cleaning responsibility system

Cleaning, cleaning responsibility system, full-time cleaning staff and clear scope of responsibility, the implementation of standardized operations.

7.3 Cleaning requirements of each area:

Regional health standards

The peripheral and surrounding roads are clean and tidy, free of sundries, accumulated water, obvious stains and oil stains; There is no sundries and odor in the open ditch and manhole; The surface of all kinds of signs is clean, free of dust and watermark; The surface of the street lamp is clean and free from stains.

The green belt and the green space of the pool are free of sundries, the surface of the flower stand is clean and free of stains, the water quality in the pool is clear, there are no floating objects in the pool, the wall of the pool is free of moss and other pollutants, and the pool has no peculiar smell.

The floors of halls, buildings and public passages shall be clean, stain-free and shiny, and the original appearance of the floor materials shall be maintained; The surfaces of door frames, window frames, window sills and metal parts are bright and free of dust and stains; Door and window glass is clean and dust-free, with good light transmittance and no obvious imprint; All kinds of metal parts have clean surfaces, no stains and metallic luster; The door handle should be clean, without trace, and disinfected regularly; The ceiling is clean, free of stains and cobwebs; Lamps and lanterns are clean and free from dust, the air outlet of central air conditioner is clean and free from stains, the import and export mats are placed neatly, the surface is clean and free from sundries, and the potted plants are free from dust.

The floors and walls of meeting rooms and reception rooms are clean and free from dust and stains; The ceiling and tuyere are visually free of dust and stains; The tables and chairs are clean, and the articles are placed in order.

Stairs and stair steps shall be clean without stains, non-slip strips (joints) shall be clean, handrails shall be clean without dust, fire doors and door closers shall be clean without stains, and walls and ceilings shall be free from dust and cobwebs.

* * * Toilet floor is clean, free of stains and stagnant water, and urinal surface is clean, free of stains and shiny; All kinds of partition surfaces are clean without scribbling, and the surfaces of metal ornaments are clean without stains and metallic luster; The wall is clean, and the ceiling is free of stains and cobwebs; The surface of tuyere or ventilator is clean and free of dust; The surfaces of doors and windows are clean, and the windowsill is free of dust; The glass is clean and free from water stains; The sink is clean and waterless, and the basin is free of dirt; All kinds of pipeline surfaces are clean and free of stains; All kinds of items are placed neatly and regularly; More than 2/3 sundries in the wastebasket should be dumped in time, and the air in the bathroom should be ventilated without obvious odor.

The parking lot floor is clean, free of sundries, obvious oil stains and stains; The surfaces of various pipe networks and lamps at the top are clean, free of dust and cobwebs; The walls are clean and free of dust, and the surfaces of various signs are clean and shiny; The surface of fire fighting equipment shall be clean and tidy; The surface of the speed bump is clean without obvious stains, and the surfaces of all kinds of gates are free of dust.

The floor in the boiling water room and cleaning room is clean without sundries and water, the floor mats are neatly arranged, the ceiling is clean without cobwebs, the surface of the lampshade is free of dust and cobwebs, the wall surface is clean without stains, the surfaces of various articles are clean without stains, the cleaning tools are neatly arranged, and there is no obvious odor in the room.

Elevator and elevator hall elevator car wall is bright and clean, the operation panel is free of stains, dust and traces, the ground is clean, the air is fresh and there is no peculiar smell; There is no garbage and sundries in the elevator slot, and the surface of the button is clean and free of marks; Escalator steps are clean, handrail surfaces are clean and free of dust and stains, glass surfaces are clean and light-permeable, and stainless steel is bright and dust-free; There are no sundries and stains in the comb plate; The floor in the hall is clean and bright.

Electric equipment bulbs, tubes and lampshades are free of dust and stains. Decorative parts are free of dust and stains; Switches, sockets and distribution boxes shall be free of dust and obvious stains.

Trash cans and dustbins should be placed in designated locations, and the surface of the bucket body should be clean and free of stains and phlegm. There should be no more than three cigarette butts in the ashtray and no more than two thirds of the garbage. The liner should be cleaned and disinfected regularly.

Fire hydrants, fire boxes and public facilities should be kept clean and free of dust and stains. The surfaces of alarm, telephone socket for fire alarm communication and fire extinguisher shall be bright and free from dust and stains; The spray hood, smoke sensor and speaker are free of dust and stains. The surfaces of monitoring camera and door alarm are bright, free of dust and spots; The external surface of the fire hydrant is bright, free of marks and dust, and the internal surface is free of dust and stains.

The garbage transfer room should be managed by a special person and open regularly. Bagged garbage should be placed neatly, with no obvious garbage on the ground, no sewage overflow and no obvious odor indoors, and the garbage should be cleaned up every day.

The computer room, pipes and signs are free from sanitary dead ends, garbage accumulation, dust accumulation, spider webs visible to the naked eye, obvious stains and water stains; Signs and billboards should be free of dust and stains, and the surface of metal parts should be bright and without traces.

Exterior wall appearance clean, no dirt; Surfaces, seams, corners, edges, etc. Clean, free of stains and dust.

There is no garbage accumulation on the platform and roof.

8. 1 Environmental disinfection management

Disinfection work should be carried out as far as possible without affecting the work of property users, such as before going to work, after work or using holidays; Drugs used in disinfection should be distributed by relevant departments or used with low toxicity and high efficiency, and personal protection should be paid attention to during disinfection.

8.2 Garbage removal

The domestic garbage generated by the office building shall be taken care of by a special person, and shall be produced daily and cleared daily; There should be a special person to clean up the construction waste generated by the office building.

8.3 Emergency treatment in cleaning work

In case of tap water burst, septic tank overflow, office public epidemic, etc., the corresponding emergency plan should be started, and relevant departments should be fully cooperated to ensure the personal safety of customers and reduce property losses.

Greening service

9. 1 indoor greening

9.2 Outdoor greening

Special service

-On the premise of not violating laws, regulations and rules, the property management agency shall meet the special service requirements of customers within its power;

—— Before providing special special services, the contents and service standards of special special services should be clearly explained to customers, and the charging standards for special services should be agreed with customers;

—— Charges for special services: if there are policies, they shall be implemented; If there is no policy provision, it shall be determined by both parties through consultation.