(a) when the owners move in, the realty service enterprise shall provide comprehensive and detailed temporary management regulations and house use manuals.
(2) When undertaking the project, carefully check the parts and facilities of the property and go through the acceptance formalities.
(three) the working hours of the customer service place are not less than 8 hours, and the personnel on duty are set at other times. Set up and publish a 24-hour service telephone.
(four) 24 hours to accept the owners or property users to repair. Emergency maintenance will be handled on site within 20 minutes, and general maintenance will be completed within 2 days (except for appointment).
(five) reply to the complaints of the owners or property users within 2 days.
(six) the implementation of the property service fee system, the property service enterprise shall publish the income and expenditure of the property management service fee at least 0 times a year.
(seven) to provide more than three kinds of convenience (free) services such as battery car transfer, trolley configuration, mail receiving and dispatching, and information consultation.
(eight) to carry out more than 2 times a year a certain scale of community cultural activities.
(nine) the annual communication surface is not less than 70% of the residents in the community, and the opinions of the owners on property services are solicited at least twice a year, and the satisfaction rate is over 90%. Analyze, rectify and pay a return visit to the dissatisfied projects. The return visit rate of dissatisfied projects is 80%, and the handling rate is over 90%.
Second, housing management and maintenance services
(a) Housing management
1, formulate perfect rules and regulations such as housing management regulations, housing maintenance system, community inspection system, housing decoration management measures, and outdoor installation management regulations.
2. Make the maintenance plan for the next year in the fourth quarter of each year.
3. The main entrances and exits of the community are equipped with a schematic plan of the community, and the main intersections are equipped with street signs, which clearly indicate the groups and buildings, units (doors) and doors.
4. The appearance of the house is in good condition, and it is sold as a whole. Decorative materials such as exterior wall tiles and paints are free from falling off and obvious stains.
5. Stairs, handrails, doors and windows, leisure facilities, etc. * * * part is firm, free from cracks, damage and obvious stains, and can be used safely.
6, outdoor signs, billboards, neon lights in accordance with the provisions, keep clean, unified, beautiful, no security risks or damage.
7, in violation of the planning of unauthorized construction, unauthorized change of housing use behavior in a timely manner to discourage, and report to the owners' committee and relevant departments.
(2) Inspection and maintenance
1, patrol
The realty service enterprise shall select the housing maintenance inspection items according to the actual situation of the community, including:
(1) Observe the building structure 1 time every year, report any special circumstances in time, and invite professional units to conduct inspection and evaluation when necessary;
(2) Check the walls and fences every year 1 time;
(3) Check the ceiling every year 1 time;
(4) Check the stairs and handrails every year 1 time;
(5) Check the roof insulation layer and waterproof layer every year 1 time;
(6) Check the apron, cornices and corridors 1 time every year;
(7) comprehensively inspect the floor and floor tiles every year 1 time;
(8) Patrol community signs 1 time every quarter;
(9) Check the doors and windows 1 time every month;
(10) patrol the pavement, kerbs, manhole covers, etc. 1 time. Every month;
(1 1) patrol the fence every month 1 time;
(12) patrol leisure chairs, pavilions, sculptures and landscape sketches once a month 1 time;
(13) patrol outdoor fitness facilities and children's playground every month 1 time.
2. Maintenance service
Arrange special maintenance in time for the damage found in the house inspection. According to the contract, the maintenance project that belongs to the property service fee shall be repaired within 3 days; Need to use maintenance funds, according to the prescribed procedures for use.
(3) Decoration management
1. Accept the decoration registration application of the owner or property user, sign a decoration management service agreement with the owner, property user or decoration enterprise, and inform the owner or property user of the decoration instructions and precautions.
2. During the decoration period, 1 on-site inspections were conducted every day, and it was found that the owner or property user did not register or illegally decorated the house, which affected the appearance of the house, endangered the structural safety of the house, and damaged the public interest by dismantling or altering pipelines. , and should be discouraged or stopped in time; Refuses to correct, report to the relevant administrative departments and the owners' committee, and publicize in the property management area.
3. Upon inspection by the decorator, the parties who violate the residential interior decoration management service agreement shall be dealt with according to the agreement.
4. If the decoration garbage is entrusted for removal, it shall be temporarily piled up at the designated place, and measures such as enclosure and coverage shall be taken to remove it within 2 days. If the decoration garbage is removed by itself, it shall be removed within 2 days by means of bagged transportation or closed transportation.
Three. * * * Operation, repair and maintenance services of equipment and facilities
(1) power supply and distribution
1, check the running status of the equipment every day 1 time, and the low-voltage distribution room can check it every month 1 time.
2. The high and low voltage distribution cabinets and transformers shall be overhauled and dusted once a year 1 time, and the high and low voltage distribution equipment and insulation tools shall be suppressed and tested as required.
3. The power distribution room has complete safety signs and protective equipment, good ventilation and lighting, which can effectively prevent snakes, rats and other small animals from entering; Do not store toxic and harmful dangerous goods and sundries, and the environment is clean and tidy.
4. There is no unplanned large-scale power outage caused by its own system failure.
If the professional operation facilities and equipment are not handed over to the professional operation units, they shall be repaired and maintained in accordance with the above standards; The property rights of professional operating facilities and equipment belong to professional operating units, which can be entrusted to assist in related work.
(2) Public lighting
1, yard and corridor lighting patrol every month 1 time, and repair damaged switches, lamp holders and light bulbs in time; Keep the public lighting lamps clean and tidy, and the lighting rate is above 90%; Courtyard lighting is turned on on time to meet the use requirements.
2. The control cabinet, lines and lamps of the public lighting system shall be overhauled 1 time every year, and the control cabinet works normally without damaged parts; Lamps and lanterns are basically free from damage, deformation and corrosion, and the intact rate is above 85%.
(3) Elevator
1, elevator equipment is inspected every day 1 time, and records are established.
2. Ensure that the elevator runs for 24 hours, the buttons, lamps and other accessories in the car are kept intact, and the car is clean and tidy.
3. Entrust a professional elevator maintenance unit to carry out regular maintenance of the elevator according to the requirements of the quality supervision department, conduct safety inspection every year, and post the annual inspection certificate in the car. Supervise the maintenance work of the maintenance unit and keep relevant records.
4. When the elevator fails, the property management personnel shall promptly notify the elevator maintenance unit and urge the maintenance unit to repair the failure. Generally, the replacement maintenance is completed within 6 0 days, and the more complicated maintenance is completed within 3 days; In case of trapped people or other major accidents, the property management personnel shall immediately notify the elevator maintenance unit and arrive at the scene for emergency treatment within 15 minutes to assist professional maintenance personnel in rescue; Property service companies keep relevant records.
(4) Water supply and drainage
1, domestic water supply
(1) Check the operation of pump room equipment every day 1 time; The exposed pipes and valves in the basement, pipeline shaft and other parts shall be inspected once a month 1 time.
(2) Check, test and maintain the pumps and valves/kloc-0 times a year to ensure normal water supply; The lubricating points of water pumps should be oiled 1 time every month, and derusting, anticorrosion and painting of water pumps and pipelines should be done at least 1 time every year.
(3) The water tank and pool shall be cleaned twice a year, and the accessories shall be inspected and maintained, and the water quality shall be tested. The quality of secondary water supply meets the national drinking water standard.
(4) Water tanks and pools shall be managed with one card per box; Manhole cover plate is intact and locked; The overflow nozzle is equipped with a protective net, which is intact; Every autumn and winter, the exposed water pipes are treated with antifreeze and heat preservation to ensure the safety of water supply.
(5) The environment of the pump room is clean, well ventilated and free of sundries, which can effectively prevent small animals such as snakes and rats from entering.
If the professional operation facilities and equipment are not handed over to the professional operation units, they shall be repaired and maintained in accordance with the above standards; The property rights of professional operating facilities and equipment belong to professional operating units, which can be entrusted to assist in related work.
2. Rainwater and sewage discharge
(1) The public * * * sewage pipeline shall be inspected once a year 1 time, cleaned according to the situation, and the drainage shall be smooth.
(2) Rainwater pipes, septic tanks and other parts shall be inspected 1 time every six months, and cleaned as appropriate, with smooth drainage and no blockage.
(3) The sewage lifting pump shall be inspected and maintained 1 time every year, the septic tank shall be cleaned and pumped, and the sump shall be cleaned regularly.
(4) Before the rainy season comes, the gutter, downpipe and storm sewer shall be cleaned and excavated.
(5) Cast iron rain sewage manhole covers and exposed rain sewage pipes shall be derusted and painted irregularly, and the damaged manhole covers shall be replaced in time.
(5) heating facilities
1, self-heating residential quarters, the heating equipment, facilities and heating pipes are maintained and managed by property service companies, or by professional heating companies entrusted by them; For residential quarters with central heating, the realty service enterprise can undertake the maintenance and management of the heating and heat exchange station and the secondary heating pipeline in the residential quarters according to the entrustment of the competent department of central heating.
2. Complete the annual maintenance of heating system before the start of heating every year.
3. During the heating season, the heat exchange station should be equipped with 24-hour personnel on duty, patrol the machine room and equipment every 6 hours, and keep records of equipment operation, so as to find and deal with all kinds of hidden dangers of equipment in time.
4. Maintenance personnel patrol the heating valves in the residential area every day 10: 00 and 22: 00, take corrective measures in time for the problems found in the patrol, and report to the competent department in time if they cannot be solved temporarily.
Professional operating facilities and equipment have not been handed over to professional operating units, and services are provided according to the above standards before the start of heating every year; If the property rights of professional management facilities and equipment belong to professional business units, they can entrust professional business units to assist in the relevant work before the start of heating every year.
(6) Safety precautions
The realty service enterprise shall choose to do the following maintenance work according to the actual situation of residential security facilities:
1, monitoring system, do:
(1) The equipment and facilities operate normally for 24 hours, realizing effective monitoring of the management area, and the picture is complete and clear.
(2) According to the requirements of the equipment manual, repair and maintain the hard disk video recorder, video camera and other equipment.
(3) Equipment failure can be repaired in time.
2, access control system, do:
(1) patrol 1 times every week to ensure the normal operation of the system.
(2) The door lock and intercom host are inspected and maintained every quarter 1 time.
(3) general fault repair within 2 hours; More complicated faults will be fixed within 2 days.
3, electronic patrol, do:
(1) Conduct 1 debugging and maintenance every quarter to ensure normal operation;
(2) Keep the patrol time, place, personnel, data display, filing, query and printing functions normal, and the patrol violation record prompt function normal.
4, perimeter prevention system, do:
(1) The main engine is dedusted, the wire pressing terminal is firm, and the integrity of the fuel injection probe is checked every year 1 time;
(2) The effectiveness of the alarm system is tested once a week 1 time, and the central alarm control host can accurately display the information of alarm or failure, and at the same time send out audible and visual alarm signals;
(3) If the system fails, the general failure should be repaired within 1 hour, and the more complicated failure should be repaired within 24 hours.
(7) Lightning protection and grounding system
1, the lightning protection device shall be inspected twice a year, and the corroded, deformed and damaged parts shall be repaired in time.
2, high-rise buildings every year before the rainy season to test the lightning protection system, to ensure its performance in line with national regulations.
Fourth, assist in public order maintenance services.
(1) personnel requirements
1, full-time public * * * order maintainers under the age of 55 account for more than 60% of the total. Good health, strong sense of responsibility, can assist relevant departments to maintain the normal living order of the community.
2, have strong security capabilities, can correctly use all kinds of fire, physical defense, technical defense equipment and equipment.
3, equipped with walkie-talkies or necessary security personnel.
(2) Past positions
1, establish and improve the guard, duty, patrol, guard system, implement the post responsibility system, personnel in place, responsibility in place.
2. Ensure that the telephone on duty is unblocked and answered in time.
3. The entrances and exits are manned 24 hours a day, and the main entrances and exits are attended by two people. Set up posts at 7:00-9:00, 17:00- 19:00, manage vehicles entering and leaving according to the requirements of the entrustment contract, and register visitors.
4. Register the removal of large items and record them in a standardized and detailed manner.
5, the decoration and other temporary construction personnel to implement pass management, strengthen access to ask.
6, keep the entrance environment clean and orderly, smooth roads, to prevent small traders, suspicious personnel to enter at will.
3. Patrol
1. Make a detailed inspection plan, and inspect the courtyard, garage and parking lot every 3 hours 1 time, and increase the inspection frequency of key parts.
2. Check the indoor public areas such as stairwells regularly every day to keep the stairwells unblocked and free from unauthorized occupation and misplacing.
3. If any abnormality is found in each area during the inspection, the relevant departments shall be notified immediately and necessary measures shall be taken at the scene.
(4) Vehicle management
1. Set up signs and markings according to the requirements of vehicle driving, delimit vehicle parking areas, and mark parking spaces on the ground.
2. Manage vehicles according to the contract, ensure the orderly parking of vehicles, prohibit parking in fire exits, ensure the smooth flow of fire exits, and discourage and correct the behavior of not parking according to regulations.
3. The garage access control system, lighting and fire fighting equipment and facilities in the garage are fully equipped and kept in normal use.
4. Parking lots and garages that charge vehicle storage fees shall designate special personnel to be on duty 24 hours a day, and vehicle access records shall be standardized and detailed.
5. The garage in residential quarters shall not be rebuilt, divided or dismantled without authorization.
6. Non-motor vehicles should be parked at designated places.
(5) Monitoring
1, there should be a special person on duty 24 hours a day, there should be a monitoring room, and the handover record should be standardized and detailed.
2, the control room after receiving the alarm signal, public order maintenance personnel should be in accordance with the provisions, rushed to the scene for processing.
3. The monitored input data shall be kept for at least 30 days. If there are special requirements, refer to relevant regulations or industry standards.
(6) Emergency prevention
1, for sudden natural disasters, such as floods, earthquakes, fires, public security, public health, elevator failures and other emergencies, formulate emergency plans and clarify the person responsible for emergency handling. Report the incident to the owners' committee and relevant departments in time and assist in taking corresponding measures.
2. If water and electricity are temporarily cut off due to failure, the failure shall be eliminated in time and reported to the owners' committee and relevant departments.
3. Organize 1 above emergency plan drills every year.
Verb (abbreviation for verb) cleaning service
(1) Cleaning in the building
1, floor passages and stair steps are cleaned every day 1 time, and the ground is wet dragged every week 1 time.
2. Stair handrails, railings, window sills, fire doors, fire hydrants and signs should be cleaned weekly 1 time.
3. The ceiling, public lamps, walls and skirting boards shall be cleaned quarterly 1 time.
4.* * * Use door and window glass, and wipe it 1 time every February. Visually clean.
5. The elevator car floor shall be cleaned 1 time every day, and it shall be visually clean.
(2) Peripheral cleaning
1, daily road cleaning 1 time, no obvious sundries, stains and water accumulation; Clean the main roads in time in rainy and snowy weather to facilitate travel.
2. The green belt shall be cleaned every 2 days 1 time, and the cleaning frequency shall be increased in autumn and winter seasons or seasons with more fallen leaves, and there shall be no sundries by visual inspection.
3. During the opening of the waterscape, clean it every 2 days 1 time, and there is no obvious floating object on the water surface.
4. Wipe leisure, entertainment and fitness facilities every 2 days 1 time. The surface of the facility is clean and the ground is free of sundries.
5, 3 meters below the courtyard lights, lawn lights clean/kloc-0 times a month, visual cleaning.
6. Signboards, billboards, letter boxes and landscape sketches: clean every month/kloc-0 times, with clean vision.
7. The roof, open ditch and the roof of the owner's house shall be cleaned 1 time every February, with smooth drainage and no garbage accumulation.
8. If there is a public toilet, clean it every day 1 time; Disinfect public toilets every month 1 time.
(3) Garage and carport
1, the ground is cleaned every two days 1 time, and washed every February 1 time. Keep the air circulating, and there is no obvious sundries, garbage and accumulated water on the ground.
2. The ceiling and wall surface shall be cleaned quarterly 1 time without cobwebs.
3, doors and windows, fire box, signs, indicators, fire doors, cabinets and other public facilities * * * quarterly cleaning 1 time.
(4) Garbage collection and disposal
1, a centralized drop point for domestic garbage should be set up, and the garbage will be cleared every day, and there is no scattered garbage around the ground.
2, construction waste set up temporary garbage pool, centralized storage, sinotrans regularly.
3. Trash bins and dustbins should be cleaned twice a month.
(5) Sanitary disinfection
Killing mosquitoes, flies and cockroaches 1 time every month in the breeding season, and other specific plans are made according to the season and local conditions; Rodents are killed every six months 1 time, and there is no obvious rodent trail.
Intransitive verb greening service
According to the actual situation of residential greening, we should do the following:
1. Trim and maintain lawns, flowers, hedges and trees regularly to maintain the ornamental effect;
2. Regularly remove weeds and sundries in the green space, with the area of weeds less than10%;
3. Replant and update flowers, lawns, hedges, trees and shrubs in time. The survival rate is 90%, and the exposed land area is less than10%;
4. Prevent freezing and keep warm in time, and spray drugs regularly to prevent pests and diseases;
5. The lateral branches of trees are basically evenly distributed, which does not affect the passage of vehicles and pedestrians, and has no scratch with the overhead lines of buildings.