Taking property services as an example, what are the reasons for the owners' complaints?

Classification of common problems in handling owners' complaints

The situation of complaints is very complicated, and the owners' complaints are not necessarily well-founded and reasonable. However, we can deal with customers' complaints more effectively by determining the appropriate reply method through our expected questions.

There are four main types of complaints:

The first category is housing management.

Because the maintenance, conservation and management of the main building and its affiliated structures are not in place.

Complaints include floors, roofs, external walls, load-bearing structures, stairs, corridors, hallways, roads, etc. For example, the damage and maintenance of houses are not in place, the repair of public corridors is not timely, illegal construction, and the approval and monitoring of decoration management are not in place.

The second category, complaints about equipment and facilities.

1. Complaints caused by inadequate maintenance, maintenance, operation and management of facilities and equipment used in adjacent houses and their ancillary facilities, including sewer pipes, downpipes, garbage lanes, chimneys, lighting, antennas, central air conditioners, heating trunk lines, high-pressure water pump rooms, fire-fighting facilities and equipment in buildings, elevators, etc.

2. Not satisfied with the running quality of the equipment. For example, elevators often lose power and stop for maintenance; Power supply and water supply equipment often breaks down. The reason for the complaint is mainly based on the gap between the property "purchased" by users and their expectations.

The third category is safety management.

Due to the ineffective management of the normal work and life order of the property, or the ineffective safety measures taken.

Improper, causing potential safety hazards or causing safety accidents. Including foreign personnel management, cargo handling, vehicle roads, fire fighting, etc. The use of walkie-talkies (such as talking loudly at night), skill prevention and emergency handling.

The fourth category is environmental management.

Complaints caused by inadequate management services for purifying and beautifying the property environment. Including greening and cleaning.

Cleaning, garbage cleaning, disinfection, shop environment (such as lampblack problem, occupying the road, selling indiscriminately, etc.). ), noise that cannot be classified into other categories and monitoring of cleaning outsourcing suppliers.

Fifth, comprehensive services: complaints caused by insufficient provision of other comprehensive services except the first, second, third and fourth management services. Including home [housekeeping, maintenance, etc. (including outsourcing)] Services provided by property management units, commercial services, intermediary services, community culture, clubs and other community supporting services, such as provision, charging and management.

The fifth category, labor disputes.

Due to the use of adjacent parts/facilities, public parts/facilities and the ownership of related rights and interests among operators.

Complaints caused by disputes, even mutual infringement, affect the quality of life of others and harm the public interest. For example, the noise of life such as morning exercises, the maintenance of adjacent parts (the decoration destroys the waterproof layer and causes water leakage, etc.). ) and the immoral behavior of some business households.

The sixth category, real estate related categories.

Complaints caused by insufficient provision of real estate-related products and services. Including housing quality, supporting facilities

Architecture, planning and design, real estate liaison project construction, supporting services, sales management, etc.

The seventh category, complaints about fees.

Mainly all kinds of assessed expenses and special maintenance expenses. Such as water, electricity, cleaning, greening, public equipment maintenance and other shared costs and special maintenance costs such as changing lights, locks and doors.

Property management service is a commodity in a sense. Users always want to buy the most and best services with the least value, while management companies want to minimize the service cost. This contradiction is reflected in the sensitive issue of paying various fees.

Other categories

Due to reasons other than the above reasons, the property management company has no direct management responsibility, but through property management

Complaints that can be improved through the efforts of management units include complaints caused by the actions or responsibilities of government agencies, enterprises and institutions, such as imperfect municipal facilities (water supply, power supply, gas supply, heating, cable TV, broadband network, telephone, transportation) or excessive emergencies in municipal facilities.