One, two, three, four and five levels of property service standards.

First, there is no uniform provision for property service standards in various countries. Property service standards are generally formulated by provinces and cities, and specific standards can be consulted with local residents.

Second, for example, the comprehensive property service project stipulated by Shanghai, the first-class property management personnel should receive the owners at the designated place every day and inspect more than one community every day. Accept the owner's application for repair within 24 hours and deal with it within three days. Complaints against the owners should be handled within 7 days and communicated with not less than 30% of the residents every year.

Three, according to the relevant provisions of Shanghai, should set up a secondary property management department, in the management office to receive business on weekdays, weekend reception at the designated place. The community should accept the owner's application for repair within 24 hours, handle it within 2 days, handle the owner's complaint within 5 days, and communicate with no less than 50% throughout the year.

Management offices should be set up for Grade IV and III properties, which are responsible for daily reception of owners and providing related services. The owner shall apply for maintenance within 24 hours, and handle it within 1 day, and handle the owner's complaint within 3 days, providing more than three paid services and more than two convenience services. Cross-year communication with residents is not less than 60%.

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A management office should be set up for Grade 5 and Grade 4 properties, which will receive business during 12 hours of working hours every day.

Additional: Basic requirements for some grading attributes:

First-class logistics service standard: for the management of the community, the service personnel should conduct a patrol to deal with what happens in the community. Clean up the community floor at least once every two days. Scrub the stairs, handrails, railings and windowsills of the community at least once a week. And we have to deal with the roof and roof sediments once every six months.

Secondary logistics service standard: the internal management department of the community must have simple office equipment. Logistics personnel in the area must hold relevant certificates. The foyer of the community is cleaned once a day, and the ground is cleaned at least once a week. Stairs, handrails, railings and windowsills should be cleaned at least twice a week. And the community has to deal with garbage accumulation every day.

Level 3 Property Management Service Level:

1. Basic requirements

A real estate management enterprise shall have a property management qualification certificate.

Real estate enterprises should establish a daily property management system.

Sign the property service contract according to the specification.

The project manager must have more than one year's working experience in property management.

More than 50% of managers must hold an entry certificate of property management.

Property management companies implement 8-hour service reception (public service telephone) every day.

Communicate effectively with more than 65,438+00% owners every year, and the effective handling rate of property complaints reaches 80% every year.

Formulate file management system (property completion acceptance file, equipment management file, business household file).

Formulate a financial system and announce the income and expenditure of property management service fees to the owners once a year or at the time agreed in the contract.

Manage and use special maintenance funds in accordance with regulations.

2. Housing management

Manage and serve houses and supporting facilities in accordance with policies and owners' conventions.

The appearance of the house is both beautiful and neat.

Timely persuade and stop the phenomenon of unauthorized construction and unauthorized change of housing use in violation of planning, report and assist relevant departments to deal with it according to law.

Four-level logistics service standard: the campus management office should have not only professional managers, but also reception rooms. The front desk must be equipped with telephone photocopiers, computers, printers and other office equipment and office supplies. The ground in the area must be kept clean every day, and there must be fixed cleaning personnel. The stairs, handrails, railings and windowsills in the community should be cleaned once a day. Clean the roof and public lighting facilities at least once every half month. Keep the roof and roof clean and free of rubbish.