1. Property management work plan
In order to implement the Proposal on Strengthening Property Management in Residential Areas according to Law, which was deliberated and adopted by the Third People's Congress of xx City, further standardize property management activities, earnestly safeguard the legitimate rights and interests of owners and property management enterprises, and strive to improve the level of property management, this plan is formulated in accordance with the Property Management Regulations and relevant laws and regulations, combined with the actual property management work in our city: 1.
Based on the national property management regulations, guided by the spirit of the Shenyang Urban Management Work Conference, focusing on the implementation of the Proposal on Strengthening Property Management in Residential Areas according to Law, and aiming at standardizing management and improving property service level, we will further strengthen property management in residential areas and promote the healthy development of property management in our city.
Two. Objectives and scope
(1) goal:
1, effectively solve the problems left over from development, and the rectification rate will reach 90% before the end of the year; Houses with engineering quality problems should be repaired in time, and the timely maintenance rate should reach 90%.
2. The bid winning rate of new residential quarters reaches100%; For buildings newly entering the market in 20xx, 1 0,000% shall sign the preliminary property management contract and the temporary owners' convention before the commercial housing is sold.
3, all enterprises engaged in property management activities, to 100% to obtain the "property enterprise qualification certificate".
4. Strengthen the supervision of property management behavior and the training of employees. The certificate-holding rate of property enterprise managers reached 100%, and the integrity files and credit files of property management enterprise managers were established.
5. Vigorously promote property management. Before the end of the year, the property management rate of residential quarters with property management conditions will reach 100%.
6. Strengthen the autonomy and self-discipline of the owners. Before the end of the year, more than 80% of qualified residential quarters should set up owners' meetings and owners' committees.
(II) Scope: To investigate 244 residential quarters with property management in the whole city. According to the survey results, clean up and rectify, and further standardize property management behavior.
Third, the work content
(1) Improve the construction of local laws and regulations on property management in our city. According to the national "Property Management Regulations" and related supporting laws and regulations, combined with the actual situation of property management in our city, through investigation and learning from the successful experience of domestic advanced cities, the "Shenyang Property Management Regulations" was promulgated and implemented as soon as possible to strengthen the supervision and management of property management activities in our city according to law.
(two) to solve the problems left over from the development and construction. As the main body of behavior, the development and construction unit should earnestly assume the responsibility, improve the problems existing in residential areas according to the planning, design and construction standards, and the construction committee, planning, real estate and other relevant departments should implement the responsible units according to the responsibilities of various departments, so as to solve the problems and who is responsible. For residential quarters with problems left over from development and construction, establish rectification files one by one and formulate rectification measures. After rectification, the number will be cancelled. Especially for houses with engineering quality problems, it is necessary to ensure timely maintenance. Before the end of the year, the responsibility for housing maintenance should be fully implemented to units and individuals to ensure that the timely maintenance rate is above 90%. At the same time, relevant departments should promptly formulate corresponding laws and measures, clarify the delivery system of residential areas, and put an end to the problems left over from the development and construction of new residential areas.
(3) Strengthen the supervision of the property market and standardize the property management behavior.
First, strengthen the supervision and guidance of property management bidding, fully implement the pre-bidding mechanism of property management, create a fair and just competitive environment, and promote the specialization, marketization and socialization of property management. According to the national "Property Management Regulations" and "Pre-property Management Bidding Measures", timely formulate the "Shenyang Pre-property Management Bidding Management Measures" in line with the actual situation of our city. New residential quarters need bidding system. New residential quarters with a construction area of more than 50,000 square meters (including 50,000 square meters) must employ property management companies through public bidding. Newly-built residential quarters with a construction area of less than 50,000 meters may, with the approval of the district and county (city) real estate administrative departments, employ property management enterprises through bidding and negotiation. At the same time, the owners' congress is encouraged to select property management companies through bidding. In addition, the (pre) property service contract and the owners' (temporary) convention should be signed in time, and the pre-property management contract and the owners' (temporary) convention should be signed before 65,438+000% of the commercial houses are sold in new residential areas.
The second is to strictly review the qualifications of property management companies. Property management enterprises engaged in property management activities in our city shall obtain the qualification certificate of property management enterprises in accordance with the requirements of national property management laws and regulations, and undertake property management projects in accordance with the provisions of the Measures for the Administration of Property Management Enterprise Qualification of the Ministry of Construction. At the same time, strengthen the annual inspection and qualification evaluation of property management enterprises, give warnings to those who violate the rules and break promises, rectify within a time limit, and cancel their property management qualifications if the circumstances are serious.
The third is to strengthen the supervision of property management behavior and the training of employees to improve the level of property management. Establish credit files of property management enterprises, credit files of managers of property management enterprises and access and exit mechanisms, supervise property management enterprises, employees and property management enterprises to perform property service contracts, and implement a real-name credit evaluation system for property management enterprises and property management project managers. If a property management enterprise or property management project manager violates laws, regulations and commitments, the corresponding score will be deducted according to the seriousness of the case, and a comprehensive evaluation will be conducted at the end of the year. The evaluation results will serve as the basis for the annual inspection and rating of property management enterprises. Supervise the property enterprises to provide services with quality and price in accordance with the standards agreed in the contract, and improve the management service level. At the same time, strengthen the training of property management practitioners, jointly with the training center of the Ministry of Construction, and continue to train property management practitioners in our city, so that employees must hold relevant certificates. In particular, it is necessary to train property management enterprise managers and project managers (directors of property management departments). On the basis of obtaining the post certificate of the property management enterprise manager of the Ministry of Construction, the municipal real estate administrative department and the China Property Association jointly carry out the post training system. After practical training, the certificate of professional post of property management practice operation of China Property Association was awarded after passing the examination, and those who failed were disqualified.
Fourth, standardize the owners' assembly and owners' committee, and actively guide owners to correctly exercise their rights and fulfill their obligations. According to the relevant documents of the State and the Ministry of Construction, combined with the actual situation of our city, we will strive to issue the Guiding Opinions on Strengthening the Work of Establishing Owners' Congress and Owners' Committee before the end of the year, clarify the responsibilities of various departments, fully mobilize the enthusiasm of streets and communities, and establish owners' congress and owners' committee according to regulations, so as to make this work related to the interests of the masses and community stability more standardized and operational. On the basis of fully respecting the wishes of all owners, the owners' meeting will be guided to elect owners who are enthusiastic about public welfare undertakings, have a strong sense of responsibility and have certain organizational ability to join the owners' Committee in accordance with legal procedures. Standardize the behavior of owners' congress and owners' committee, promote owners' self-discipline and democratic decision-making, and earnestly safeguard the legitimate rights and interests of owners.
(four) to establish a clear responsibility system for cities, districts, streets and communities. For residential quarters with property management conditions, it should be clear that professional management should be carried out by property management enterprises, and the property management rate should reach100% before the end of the year; For residential areas that do not have property management conditions, it is necessary to determine the management unit and implement special services. Property management will be implemented after conditions are met. Gradually form a new management system based on community, combining professional management with owner autonomy management. All relevant units and departments involved in property management activities shall assume social management responsibilities according to their respective responsibilities and create a good property management environment.
(five) to take various forms to increase the publicity of property management laws and regulations. Formulate specific publicity programs, publicize the national property management laws and regulations and related supporting documents in stages, step by step, in depth and in detail, so as to attract the attention of all sectors of society to property management, let the majority of owners constantly understand the policies and regulations of property management, guide the whole society to establish a correct consumption concept, and promote social harmony.
Third, organize and lead.
In order to implement this work, the municipal government set up a leading group.
Fourth, the division of responsibilities
Standardizing property management is a systematic project, and it is necessary to adhere to the principle of "compartmentalization and regional responsibility", and the municipal leading group will be fully responsible for the supervision and guidance of this work; The municipal leading group office is responsible for the daily guidance, coordination, supervision and inspection of this work; District governments should be responsible for the specific implementation of this work in view of the problems existing in property management; All relevant departments shall, in accordance with the division of responsibilities, closely cooperate with the district government to implement the rectification work. All units and departments should clearly define the division of labor, implement responsibilities, cooperate with each other, strengthen inspection and acceptance, and effectively improve the level of property management in our city.
The Municipal Real Estate Bureau is the administrative department in charge of the property management of residential quarters in the city, specifically responsible for the guidance and supervision of the property management in the city, and in conjunction with relevant departments, do a good job in rectifying the problems existing in property management enterprises and residential quarters, such as: property management legislation, preliminary property management bidding, qualification examination of property management enterprises, owners' meeting, establishment of owners' committee, investigation and publicity of property management work, etc.
The Municipal Construction Committee and the Planning Bureau are the management departments of development and construction units. First, in the pre-planning of residential quarters, it is necessary to plan and build necessary property management service rooms and other related supporting facilities to facilitate the later property management work; Second, the residential area is completed and accepted in strict accordance with the plan. Not according to the planning and construction of residential areas, can not be accepted and rectification within a time limit; Third, for the problems left over from development and construction, it is necessary to formulate rectification work plans, actively organize rectification, and reach the qualified standards.
The Municipal Administrative Law Enforcement Bureau and the Public Security Bureau are responsible for investigating and handling property management behaviors, so as to standardize property management activities and improve the level of property management.
As the main body responsible for property management, district governments should formulate specific rectification work plans for the problems existing in property management, actively cooperate with relevant departments of the municipal government, strengthen management, seriously organize rectification, and solve problems in a timely and effective manner.
Verb (abbreviation of verb) implementation steps
It is a long-term work to strengthen the property management of residential quarters according to law. In order to ensure the completion of the work specified in this plan, it will be implemented in three stages this year.
(1) Investigation stage (20xx May 10 to May 3 1)
Led by the Municipal Leading Group, with the cooperation of the Construction Committee, planning, real estate, public security, administrative law enforcement and other relevant departments, the district governments organized and implemented a dragnet investigation of the problems left over from development and construction, property management and problems existing in residential quarters, and made a register to establish management files.
(2) Rectification stage (from June 20xx 1 to June 3 10/)
The district governments carefully analyzed all kinds of problems identified, found the root causes, formulated corresponding rectification measures, and reported them to the municipal leading group for review. After the approval, they can seriously organize rectification according to the division of responsibilities.
(3) Acceptance stage (20xx year 165438+ 10/to 1 65438+10/5).
Members of the leading group shall, in accordance with the work contents and standards, concentrate their time and carefully organize and review the property enterprises and residential quarters after rectification one by one to ensure that they meet the standards.
Safeguard measures of intransitive verbs
(1) Raise awareness and clarify responsibilities. Leaders at all levels should take strengthening the property management of residential quarters as an important task, implement the "number one" responsibility system, and implement responsibilities at all levels. Establish a clear responsibility system and long-term management mechanism for cities, districts, streets and communities. The relevant functional departments of the municipal government should assume the responsibility of social management in accordance with their respective responsibilities, earnestly do a good job in the property management of residential areas, and achieve results.
(2) Cooperate closely and do a good job in rectification. The relevant departments of the municipal government and the district governments should work together and cooperate closely, formulate feasible rectification measures in view of the problems existing in property management, and do a good job in rectification work. If the rectification is not timely and thorough, the relevant departments should investigate and deal with it in accordance with relevant regulations to ensure that all the standards are met.
(3) Strengthen publicity and create an atmosphere. It is necessary to combine the activities of "implementing the property management regulations and rectifying and standardizing the property management market", vigorously publicize the policies, regulations and related rules and regulations of property management, let residents know about the relevant policies, rights and obligations of property management, further enhance their awareness of participation and rights protection, establish a correct consumption concept, and make property management gradually move towards a virtuous circle.
(4) Strengthen management and consolidate achievements. The relevant departments of the municipal government and the district governments should take property management as an important part of social management, divide their responsibilities and strengthen management. Especially after the existing problems are rectified, it is necessary to further clarify the management unit and management responsibility, avoid the recurrence of similar problems, and earnestly safeguard the vital interests of residents and social stability.
2. Property management work plan
In order to standardize the management of residential quarters and provide high-quality property management services for owners, our company will take a series of management measures to ensure the quality of residential quarters. management objective/target
The property management company adheres to the quality policy of "scientific and standardized, dedicated and efficient, safe and civilized, and sustainable development" and the service management concept of "people-oriented", implements scientific management of residential properties and provides quality services, constantly adjusts and updates on the basis of existing management experience and management resources, and introduces advanced management concepts, so that the majority of owners and users can truly feel the noble enjoyment brought by high-grade properties and high-quality management. Our company will ensure that the comprehensive satisfaction rate of owners and users reaches above 90% according to the relevant standards of Hebei Province and Tangshan City (and higher than this standard).
Second, management principles.
In order to achieve the established management objectives and pursue environmental, social and economic benefits, we will always grasp the following principles in the process of property management:
(A) the principle of service first and strict management
"Service first" is the purpose of property management. In management, we should continue to adhere to the "people-oriented" management concept, proceed from the needs of owners and users, strengthen service functions, enrich service connotations, and provide high-quality, thoughtful and timely services. "Strict management" is the guarantee and foundation of service, including the maintenance and management of property, the management of employees, the management and dissuasion of improper behavior of owners and users. Establish a strict and comprehensive management system, implement legal management, strict management and scientific management, and ensure that property management services receive due results.
(B) the principle of combining professional management with owner autonomy management
In daily management, we should give full play to two enthusiasm, that is, the enthusiasm of property management companies and the enthusiasm of owners and users. Property management enterprises should respect and follow the requirements of owners and users, implement professional management of residential areas through service centers, and strive for the support and cooperation of owners and users at the same time, so that they can correctly use and maintain the property, consciously abide by the owners' convention, and create a civilized office environment.
(3) The principle of giving priority to property management and diversified management.
While doing a good job in daily management and routine services, we should carry out a series of diversified services from the reality of the property, which not only meets the different needs of owners and users, but also enhances the hematopoietic function of property companies and increases economic accumulation, so as to better serve the owners and users.
Three management methods
(a) the implementation of the whole process of property management, from the perspective of developers, owners and professional property management companies to put forward reasonable suggestions on the property, and build an excellent hardware environment for property management;
(two) the establishment of a property service center, equipped with professional management personnel, the implementation of professional management;
(3) On the basis of the company's existing management resources, fully draw lessons from the advanced management experience of the industry, actively cultivate high-quality management talents and form a high-quality property management team;
(4) Formulate a set of practical rules and regulations, determine a series of high-standard property management codes of conduct, promote management by system, and combine management with service;
(five) strictly abide by the laws and regulations related to property management, and formulate feasible management plans; Sign various agreements with the owner to bind the behavior of both parties according to law;
(six) in accordance with the market-oriented and enterprise-oriented operation mode, provide all-round services and carry out diversified operations.
3. Property management work plan
1. Management objective: 1. After the establishment of the owners' committee, it reached the standard of Shenzhen safe and civilized (excellent residential) community from1February to1August;
2, 24 months to 30 months after the establishment of the owners' committee, reaching the standard of excellent residential quarters in Guangdong Province;
3, 36 months to 42 months after the establishment of the owners' committee, reaching the national standard of excellent residential quarters for urban property management;
4. Closed management is implemented in the community, and the guard class is on duty 24 hours a day to ensure the property safety of the owners and residents;
5. The cleaning of residential areas shall be carried out with the responsibility system of full-time cleaners to ensure that the residential areas are clean, hygienic and tidy for 24 hours;
6. Intelligent ic card management shall be implemented for vehicles in the community. Vehicles swipe their cards in and out of residential areas. Unlicensed and unlicensed vehicles are prohibited from leaving residential areas, and all foreign vehicles are not allowed to enter residential areas without permission;
8. The water and electricity maintenance class is on duty 24 hours a day, and the owners are on call when they encounter problems. The company's mechanical and electrical equipment runs normally, and the equipment integrity rate is 100%.
9, green pruning, maintenance, keep the flowers and trees lush and beautiful, green intact rate of more than 99%;
10, to create a strong cultural atmosphere in the community, with no less than 12 community cultural activities every year, with no less than 300 participants each time;
1 1. Implement special services not less than 10, and integrate the service content of the property into the owner's basic necessities and concerns.
Second, the breakdown indicators:
1, housing intact rate: 100%
2. The timely rate of house repair and urgent repair: 99%.
3. Qualified rate of maintenance engineering quality: 100%
4. Management fee collection rate: ≥ 98%
5. Integrity rate of greening: 99%
6. Cleanliness rate: ≥ 99%
7. Road integrity rate and utilization rate: 100%
8. The intact rate of septic tanks, rainwater wells, sewage wells and inspection wells: 100%.
9. Integrity rate of drainage pipes and light and dark ditches: 100%.
10, the integrity rate of street lamps: 100%
1 1. garage intact rate: 100%.
12, the intact rate of public sports facilities and architectural sketches: 100%.
13. Incidence rate of major criminal cases in the community: 0
14. Incidence rate of community security cases: ≤ 1/ year.
15, fire control facilities and equipment intact rate: 100%
16, fire rate: ≤ 1%
17, fire rate: 0%
18, illegal rate: 2%
19, illegal disposal rate: 100%
20. Effective user complaint rate: ≤ 2%
2 1, effective complaint handling rate: 100%
22. Qualified rate of professional training for managers: 100%.
23. The certified rate of special operators: 100%.
24. Return visit rate of maintenance service: ≥ 30%
25. The comprehensive satisfaction rate of owners (residents) on property management: ≥ 98% service features ("menu-style" service mode)
4. Property management work plan
I. security 1. This week, the focus is on rationalizing the third phase of parking spaces. The goal is: no vehicles are parked in the community, and the owner's vehicles are parked in a fixed parking space and parked in an orderly manner. The gate post is responsible for prohibiting vehicles without underground parking spaces from entering the hospital, and the vehicle management post is responsible for the management of parking spaces and parking order in front of the door, and ensuring that the owner's parking spaces with fixed parking spaces are not occupied and the vehicles in front of the door are parked in an orderly manner.
2. Patrol the building, in front of Shanghai Pudong Development Bank, in the store, commercial stores, Centennial, Office Building South Road 15 twice a day, of which 1 time prompts to enter the store to enhance the owner's feeling of commercial security service.
3, to sort out the past sentry box, remove debris, put a fire extinguisher.
4. Strengthen the supervision of the damaged access control of the third-phase housing reform business personnel, implement the absolute responsibility system, and use civil air defense and technical defense means to guarantee it.
5. In case of snow, add snow sweeping as needed.
Second, clean.
1, focus on strengthening corridor hygiene, and organize the cleaning of corridor sundries and fire boxes.
2, dress, job number, non-slip card placement and other requirements.
3. Carry out cleaning inspection on Wednesday, and conduct appraisal, rewarding the excellent and punishing the poor.
4. This week, the building will focus on strengthening the cleaning of debris at the door, the cleaning quality of elevators and the cleaning quality of corridors.
5. Organize the sundries in the underground garage to prevent fire accidents.
6. Arrange cleaning work in snowy days to ensure that snowy days do not affect the travel of car owners.
Third, engineering.
1, carry out the third stage of access control troubleshooting, make records, cooperate with Nanjing Vannis Company for maintenance, and do a good job in acceptance and technical learning.
2. Inspect and maintain facilities in different regions, focusing on the maintenance of corridor lights, lawn lights, street lights and water and electricity facilities.
3. Strengthen the control of water and electricity in the building, prevent unfinished decoration and illegal decoration, and do a good job of locking balcony doors and basement doors.
4, the key equipment room should have a complete person in charge and listed.
Fourth, customer service.
1. This week, we will focus on the vehicle management in the third phase, follow up the daily communication between security guards and customers, continue to collect parking fees and fix parking spaces, and do a good job in explaining to customers to prevent disputes.
2. Investigate the indoor visual intercom failure of the owner, and do a good job of owner registration, acceptance and signature.
3. Implement management responsibilities in different districts, and strengthen district health supervision, customer relationship maintenance and fee collection.
4. The building completes the collection of books signed by users who have damaged the decoration of fire-fighting facilities, strengthens the management of the pass, and implements the system of informing the owner of materials when going out.
Verb (abbreviation for verb) Other aspects
1. Complete the signing of the labor agreement.
2. Complete the installation and debugging of electronic patrol.
3. Negotiate the electricity price and property fee of important merchants.
4. Communicate with Hualong Company on building supporting facilities.
5. Property management work plan
According to the decision of the Property Management Center that 20xx is the year of quality service, in order to adapt to the development of the school, improve the service level, carry forward the corporate culture, develop the strategy, base on the connotation, practice hard, seek benefits from refined management, and occupy the market with brand effect, the "Excellent Plan of 20xx- Quality Service Year of Property Management Center" is formulated as follows. First, the property services, conference services, garage services and security services of Mingde Building are listed as model services for the year of quality service, and internal management is strengthened to establish a brand image first.
Hold a quality service experience exchange meeting in the property management center every two months to promote the exchange of advanced experience, learn from each other, compare, learn, catch up, help and surpass, summarize, analyze and improve, and comprehensively improve the quality of property management services.
Second, while learning the experience of "quality service demonstration unit", all departments of the property management center have formulated a "quality service year excellence plan", which will be publicized, fulfilled and supervised by the property management center after approval.
Each department focuses on determining a property service object as a demonstration point of quality service, building a brand and comprehensively improving the level of property service. For example, the Third Department of Property Management took the initiative to contact the kindergarten as a quality service object in 20xx, and thoroughly cleaned the sanitary corner of the kindergarten twice in February, and cooperated with them to do a good job in daily environmental sanitation, providing clean and hygienic conditions for the healthy growth of kindergarten children.
Third, all departments should closely connect with reality, fully mobilize the masses, mobilize positive factors, use their brains, tap their potential, actively carry out technological innovation, service innovation and management innovation, do a good job in convenient property, warm property and harmonious property, provide pioneering property services for owners, and provide strong property support for school development.
At the same time, through the improvement of the department's own market adaptability, we will do a good job in property services, expand the scope of services, and move towards markets and new fields.
Fourth, strengthen political business study, do a good job in vocational training and carry out skill competitions. In their own posts, practice excellent skills.
On the basis of nine property service managers' certificates obtained through training last year, this year, all departments carried out vocational training as planned, and the center organized a property service post skill competition to promote the continuous improvement of property service skills and service quality.
Five, through the revision of documents, strictly implement the management documents and reward and punishment system, strictly implement the work responsibility system and accountability system, and investigate and deal with the phenomenon that the documents are out of touch with the work (there is no document at the work site, and the documents are not implemented) and the rewards and punishments of the work responsibility are unknown.
Sixth, strengthen the political and ideological work of employees. Managers and staff are required to be good at doing political and ideological work, fully mobilize everyone's enthusiasm and creativity, unite as one and meet challenges. At the same time, according to the work performance, the last elimination system (changing posts and two-way selection) is implemented, or waiting for posts, learning and dismissal.
Seven. Quality management meets the requirements of iso900 1-XX standard. After examination, the internal quality index system of property service is higher than 95%, and the customer satisfaction rate is higher than 92%.
Eight, organize managers to go out to visit and study, in order to improve the property management ability and service level.