What kind of service should residential property provide for residents? According to different grades, there can be different service standards! On May 10, the reporter learned from Chengdu Housing and Urban-Rural Development Bureau that Chengdu Housing and Urban-Rural Development Bureau revised the Specification for Residential Property Service Level in view of the residential property service standard.
This specification divides "residential property service" into seven contents: comprehensive service, operation and maintenance of * * * used parts and facilities, decoration management, public order maintenance, environmental sanitation maintenance, greening maintenance and innovative service. Each content is divided into level 1, level 2, level 3, level 4, level 5 and level 5. The first level is the lowest level, and the fifth level is the highest level. Each item corresponds to five levels of service standards.
The purpose of formulating residential property service standards is to promote the establishment of a market consumption mechanism of "matching quality and price" of property services and promote the high-quality development of property services.
According to the different needs of residential property services, the two parties to the property service contract can adopt different categories and grades of codes and choose the service grade combination through consultation. The Code will provide a basis for the "classified guidance, gradient cultivation and standardized development" of the residential property service market in Chengdu.
What services does the five-level standard comprehensive service provide?
Among the top five standards, what services will be provided by comprehensive services, * * * second-hand parts and facilities operation and maintenance, decoration management, public order maintenance, environmental sanitation maintenance, greening maintenance and innovative services?
Take integrated services as an example. The five-level standard "comprehensive service" includes eight items: service place, personnel, system, file, logo, customer service, special entrusted service management, community culture and safety construction, and each item stipulates specific service contents.
For example, the standards of "service place" include: "Customer service center announces the license of the property service provider, the names, photos and work information of the main service personnel of the project, the credit information of the enterprise and the person in charge of the project, the property service matters, service standards, charging items and charging standards, * * * part of the business situation, repair call, third-level complaint call and other matters that need to be publicized. There is also a management information inquiry desk "and so on.
The standards of "personnel" include: "The project property service center is equipped with account managers (or customer service specialists), and the number of service households per person shall not be higher than100"; "Equipped with an account manager who can provide bilingual services in Chinese and English"; "Project leaders and security administrators should complete at least 60 hours of internal security training every year, and customer service personnel should complete at least 48 hours of internal security training every year", and so on.
The standards of "customer service" include: "The emergency repair of water and electricity should be within 15 minutes, and other repairs should be within 30 minutes. The equipment and facilities under the responsibility of the special service enterprise shall be notified within 30 minutes, with maintenance records, and the maintenance return visit rate shall be no less than100% "; "Implement the pet management system and measures, set up pet management signs and pet bag boxes, strictly manage them, and have community dog files"; "Organize at least 2 owners' discussions every year, organize 2 owners to visit the computer room of * * * *", "provide mail collection service" and so on.
The register is complete. Emergency plans for safety management should be formulated and implemented, emergency drills for safety accidents should be organized regularly, and relevant personnel from the owners, communities or streets should be invited to participate. Emergency drills shall be conducted at least once every six months 1 time, and the effect of emergency drills shall be evaluated.
Maintenance of public order in the five-level standard
Intelligent technical control measures should be taken for personnel entering and leaving.
The maintenance of public order is an important content of property service, and it is also the most concerned property content of community residents, which is related to residents' sense of security. What are the contents and requirements of the five-level standard for maintaining public order?
The "Code" stipulates that, first of all, the main entrances and exits of residential areas are manned 24 hours a day, and personnel are controlled by intelligent technology.
The community should be equipped with anti-riot equipment such as helmets, stab-resistant vests, stab-resistant gloves, steel forks, catchers and shields; The security control room is manned 24 hours a day, and the personnel on duty are certified; Equipped with safety monitoring facilities, the implementation of 24-hour monitoring, save the video for not less than 30 days.
A detailed patrol plan is also needed. Security personnel will patrol with patrol collectors according to the specified route and time, and patrol every 2 hours 1 time. Patrol frequency should be increased in key areas, and patrol records should be made.
There should be a foreign personnel management system to inquire and register visitors; Based on the intelligent parking system, it manages the entry and exit of motor vehicles, parks in an orderly manner, and does not block the fire escape.
The number of standby personnel shall not be less than 30% of the order maintenance personnel; Order maintenance personnel should be trained in relevant laws, regulations and job procedures before taking up their posts, and at least 48 hours of internal safety training should be completed throughout the year.
So how can the "innovative service" of property enterprises reach the five-level standard?
The contents of the standard include: "assisting the preparatory work of the owners' autonomous organizations, establishing a regular meeting mechanism for regular communication with the owners' autonomous organizations, listening to the opinions and suggestions of the owners on property services, and actively accepting the supervision of the owners' autonomous organizations"; Formulate energy-saving and emission reduction plans, and achieve remarkable results with complete records. "According to the needs of the owners, provide" menu-style "services with different grades and different charges, and equip them with more than five kinds of life service facilities, including home-based aged care service rooms, child care service points, express service facilities, convenience stores, * * * * enjoyment spaces, 24-hour self-service points and other life service facilities." "It is advisable to set up volunteer service teams and WeChat groups for empty nesters.
This standard came into effect on April 2002 1, 21.