1 20xx Annual Work Summary of Property Services. Under the correct guidance of the company's leaders, xxxx Service Center has been working hard, being diligent and dedicated, coordinating all parties and providing thoughtful service, and basically all the work can run normally all year round. Now, on behalf of xxxx Property Service Center, I will discuss the main work in 20xx, the shortcomings and solutions in the work, and the direction of the key work plan in 20xx. The brief report is as follows:
I. Main Work in 20xx
1. safety management: the safety management in 20xx basically reached the expected goal, and no theft cases occurred in the area, and no owner reported the loss throughout the year. But on the road outside the gate of the community, three cars were stolen.
2, customer service work:
(1) In the whole year, * * * 56 households repossessed their buildings, and none refused to repossess them. Throughout the year, * * * received about 40 complaints from the owners, including about 30 cases involving indoor engineering warranty, 5 cases involving personnel service attitude, and 5 other cases (including invalid complaints). Due to our multi-party communication and enthusiastic service, and through measures such as strengthening staff training, it has been properly handled.
(2) In assisting the company to carry out indoor warranty, especially in May and June, the problem of water seepage in aluminum alloy windows caused about 30 complaints from the owners. During the period, the chairman of the company paid special attention to it and immediately asked all parties in the company to work together. With everyone's active cooperation, the service center also maintained communication with relevant owners, which did not have a negative impact on the handling of this incident. Later, in our understanding, some owners responded that responsible real estate companies like Ye Rong would continue to introduce friends to buy houses and live here. In the handling of this incident, we are especially grateful to our colleague Zhao Dong for providing materials and external contacts.
(3) Follow up the hang-up and debugging of intelligent indoor units, and handle complaints from relevant owners. Due to the contract and other reasons, in the first half of the year, the service center assisted in the on-hook work and on-hook inspection of indoor visual walkie-talkies, and conducted a comprehensive call test on 306 walkie-talkies after hanging up. However, in the later period of the owner's occupancy, due to renovation and other reasons, the construction party hung up 50 yuan/Taiwan many times, which caused the owner's dissatisfaction and complaints. In view of this situation, the service center gave positive explanations to some complaining owners, provided technical support, and even took the initiative to help them hang up.
(4) Cooperate with the sales work and assist in the sales lottery twice a year.
(5) Regarding the owner's demand for indoor warranty, the service center actively communicated with the company's leaders and relevant personnel, and actively explained the owner's work. The company did not reserve 5% maintenance fund from the construction unit or supplier in the early stage.
3, maintenance work:
(1) In terms of facility maintenance, this year, the fire pipes and public doors on the first and second floors were mainly rusted and painted.
(2) In the case of more and more owners in the community, with the increase of electric vehicles, the socket was not considered in the original parking space. After receiving this appeal, the work of adding sockets to rental parking spaces was carried out. In the whole year, 27 new parking spaces were planned and public sockets were installed.
4, business indicators
(1) The management fee receivable for the whole year of 20xx is xxxxxx yuan (excluding vacant houses). By the end of 20xx, 65438+1October 25th, the paid management fee was RMB xxxxxx, and the actual collection rate of annual management fee was 88%.
(2) The parking fee for the whole year of 2)20xx is * * * xxxxx yuan, and the parking management fee attributable to the property is about XXXXX yuan (extracted according to the ratio of 16%).
(3) The annual property loss in 20xx is nearly xx million yuan (updated according to the actual collection amount as of 20xx 65438+1October 25th).
Two. Shortcomings and Legacy in 20xx Work
1, the post responsibility system was not established, the division of labor was not clear, and the unified and standardized standard operating procedures were not formed;
2. Part of the work is not recorded and filed, which makes the later work have no reference and basis, and the management filing is incomplete;
3. The turnover rate of personnel is high throughout the year, especially the safety management personnel, whose quality is not high and the ceremony is not enough;
4. No ledger has been established for facilities and equipment. Due to the delay of maintenance personnel, there is no responsibility system in management, and there is no regular inspection plan and follow-up maintenance for facilities and equipment.
5. The annual management fee collection rate is low, and the account management is not detailed and clear enough. Since June 65438+ 10 of 20xx, it has been adjusted to monthly clearing, detailed items, detailed items and monthly inspection, with clear numbering.
6. With the increasing occupancy rate of xxxx owners, the shortage of parking spaces is becoming more and more serious, especially more and more electric vehicles need parking spaces.
In view of the shortcomings in the work of 12, the service center has incorporated the corresponding solutions into the 20xx key work plan. The main work plan for 20xx is summarized as follows:
Three. 20xx annual key work plan direction
1, 20xx years ago, establish and improve the performance target assessment method of post responsibility system for service center managers, and train and implement it;
2, in a planned way, targeted training and assessment of operating procedures for employees, the results into the annual performance indicators;
3. In view of the high turnover rate in 12, the corresponding salary adjustment scheme was formulated and reported to the company leaders for approval, and the performance appraisal method was effectively implemented in practical work, so that the salary was determined by work performance;
4. Plan to recruit a maintenance worker, conduct comprehensive facilities and equipment training, effectively manage the maintenance of facilities and equipment, and then establish a perfect facilities and equipment management file and maintenance plan;
5. According to the improvement of the occupancy rate of the owner and the actual situation, formulate and analyze the solution to the shortage of parking spaces and discuss with the company leaders.
6. Strictly check the monthly and quarterly expense summary, so as to make the operating status accounts clear and effectively improve the expense collection rate. The quarterly expense collection rate is over 90%, and the annual expense collection rate of 20xx is over 95%.
7. Prepare a satisfaction questionnaire, and conduct a comprehensive investigation and consultation on the satisfaction of the owners in the middle of the year. Through investigation and consultation, we can understand the owner's recognition of property work and the shortcomings in our work, and further make timely adjustments.
8, in strict accordance with the established operating procedures and flexible to carry out the following daily work:
For example: go through the formalities of repossession and decoration, follow up the housing situation, accept complaints from owners, supervise the management of parking lots, apply for maintenance by owners, and maintain public facilities.
Annual Work Summary of Property Services 2 Dear Owner:
With the support and cooperation of the majority of owners, the service center of XX in 20xx has always implemented the service concept of "making life warmer" and followed the corporate tenet of "owner first, service first and quality first" to carry out various services and management work. The summary report of the work in the past year is as follows:
First, the main work of the customer service department
1, received more than 20,000 telephone calls, sent and received 20,553 emails, completed 26 wedding arrangements, and tested formaldehyde 2 17 times;
2. Organize rich community activities, strengthen the communication between the property and the owners, build a communication platform for the owners, and carry out community cultural activities in a timely manner in combination with the actual occupancy of the community. We * * * organized five community cultural activities and four activities to benefit the people, such as Happy Lantern Festival, fragrant zongzi to welcome the Dragon Boat Festival, painting on June 1, creative flea market, cool delivery in hot summer, open-air movies, love clinic and other activities;
3. Cooperate with the community and the police station to do relevant work. The customer service housekeeper assisted the community, police station and other relevant government departments to complete the fire inspection, tenant information submission and fire escape work of the rental house in this community.
Second, the main work of the engineering maintenance department
1, completed public area maintenance 1 108 times, public area maintenance 153 times, installed visual intercom 6 10 times, home maintenance 2 18 times, power transmission and water cut off 127 times.
3. Complete the corridor repair work, repair the building wall, floor footline, floor handrail, floor guardrail and negative 1 floor paint in the park, and perform the floor repair work promised to the owner during the decoration;
4. Complete all kinds of maintenance and replacement of floor tiles and wall tiles;
5. Complete the standard computer room construction of outdoor swimming pool and boiler room;
6. Complete all kinds of flood control inspections in flood season, and clean up shop drains, basement sump wells and garage drains 12 times, and increase the flood control period by 3 times;
7. In strict accordance with the maintenance plan made at the beginning of the year, all kinds of facilities and equipment were repaired 24 times, including elevator maintenance, fire protection system 12 times, weak current system 12 times, water supply facilities 12 times, strong current system 6 times, drainage system 12 times and swimming pool circulation system/kloc-0 times.
Third, the main work of the order maintenance department
1. Complete the registration of foreign vehicles and personnel;
2. Clean up more than 600 non-motor vehicles that are not parked as required, and lock them for more than 500 times;
3. Lock the vehicle in the basement for more than 900 times to remind that the front of the vehicle is not parked outside 1000 times or more;
4. Complete the annual fire drill for 3 times, check the floor hydrant 12 times, fire linkage 12 times, test the terminal drainage 12 times, test the floor smoke and manual report 12 times, and test the basement smoke and temperature 12 times;
5, cooperate with the police station to do a good job for five minutes.
Four, the main work of the cleaning and greening department
1, complete the cleaning work of public * * * areas;
2, complete the basement floor cleaning and pipeline dust removal, etc.
3. Complete replanting of dead trees in the park;
4. Complete the cleaning and salvage of water systems, waterscapes and fountains;
5. Complete the four pests and greening and disinfection work every month.
I wish you a happy life, thank you!
Annual Work Summary of Property Service 3 Under the correct leadership of the head office and the property system center, the customer service mechanism has been gradually improved, the service quality has been improved, the customer complaints have been reduced, and the coordination ability has been enhanced.
I. Property publicity work
(1) Hold several blackboard newspapers and briefing sessions on New Year's Day, Spring Festival, Labor Day, 60th anniversary, and the fight against H1N1 in family areas to strengthen contact and communication with customers at home and abroad.
(two) in case of important circumstances, post a "warm reminder".
(3) Start school in winter and summer vacations and write "Welcome the New Year".
The second is to implement the requirements of the "Quality Year" of the Head Office.
Formulate "Quality Service Plan" and "Ping An Red May Service Plan", submit and assist the property management center to implement, and promote quality service. Make the "Jiaotong University Property Safety Quality Service Card" and distribute it to the faculty. Draw up the brand of "first time, first service, 62652778" and stick it in each building to facilitate customers to contact the service.
Third, assist the energy center to pay close attention to water and electricity conservation.
Draw up a proposal for saving water and electricity, put a publicity board in the main building, draw up a reminder for saving electricity, and post a sign for saving water and electricity upstairs.
Fourth, quality management.
(a) actively implement the night shift, weekend management personnel work inspection system.
(2) Prompt the center leaders and department managers of the weak links in quality work in time.
(3) Adhere to the cross-inspection and notification of 65438+ property quality 0-2 times a month, and implement the rectification work.
(four) to the property work site inspection work every week, found unqualified timely notify the department to improve.
Verb (abbreviation of verb) training
(a) once a month to put forward specific requirements for the training of various departments.
(2) In view of the new version of Chongqing Property Management Regulations, two trainings were given to managers above the supervisor level.
(3) According to the new quality management standard GB/T 1900 1-20xx, the managers and quality administrators above the supervisor level were trained twice.
Revision of intransitive verb file
According to the requirements of iso quality management, documents such as Management Measures for Material Purchase and Storage in Property Management Center and Work Inspection System of Property Management Center have been added, and some departmental management documents have been added or deleted.
Seven. Property communication
(1) Call the customer for consultation every few weeks.
(2) Hold the "165438+ 10/8 Property Customer Service Reception Day of Logistics Corporation" to solicit the opinions and suggestions of the owners in their families' areas on property services and answer their inquiries. Issue "Jiaotong University Property Safety Quality Service Card".
(3) Keep the customer service contact open for 24 hours, and handle customer requests for help at any time.
(4) Seriously handle customer complaints.
To sum up, the effectiveness of customer service is reflected in the network system with property services, so as to achieve internal work linkage, internal and external information exchange, consulting information answering, and handling problems reflected by customers. Customers have a sense of trust and dependence on customer service.
Disadvantages: the customer service department has no fixed staff except the manager, so it is difficult to form a stable customer service framework and the internal management system is not straightened out. The customer service department does not implement the problems and related requirements found in the work inspection.
Annual Work Summary of Property Services 4 Owners:
Happy new year!
In the past year, with the support and help of everyone, the work of the service center was carried out normally and orderly. The collection rate of property fees in 20xx is 95.03%. The main work of the past year is now reported as follows:
First, customer service.
1. The residential area is at the peak of renovation this year. In order to do a good job in decoration management, a daily inspection system of decoration inspection was established, which discouraged and stopped many illegal decoration phenomena. At the same time, the stacking of decoration materials and garbage was standardized, and the decoration garbage was removed.
2. Establish a monthly inspection system for vacant houses: for some vacant houses that have not been renovated, do a routine inspection once a month, communicate with the project department in time when problems are found, and do a good job in maintenance follow-up.
3. In order to increase communication with the owners, we actively carry out services for the benefit of the people and community cultural activities, and strive to create a warm living atmosphere, such as sending blessings home on June 5438+ 10; Lantern Festival is in solve riddles on the lanterns in March; The organization's "send a rose, leave a lingering fragrance in your hand" keeps love in Moon Bay, "change books and flowers, get green plants for free, and add a touch of green to spring"; "Love Moon Bay, Enjoy Beautiful Scenery with Zongzi" organized in June; In September, Moon Bay organized "Free Testing of Car Owners"; Love the Moon Bay, the master * * * enjoys the moon "; By organizing activities, neighbors are not only familiar with each other, but also close the distance between owners and property.
4. Do a good job in visitor registration, reception, filing and handover procedures.
Second, the project management
1. Complete the inspection, maintenance and follow-up of equipment pipelines, collecting well pipelines, fire hydrants and rain sewage main pipes of the swimming pool pump house.
2. Complete the maintenance of facilities and equipment in the public * * * area and the owner 1.078, and ensure the normal operation of facilities and equipment in the public * * * area, so that the owner has no worries.
3. Under the guidance of the company's engineering department, conduct a thorough investigation on the public electrical equipment and facilities in the park, find out the methods of saving energy and reducing consumption, and gradually transform the facilities and equipment that need and can be improved.
4. In daily work, do a good job of maintenance in strict accordance with * * * and the annual maintenance plan of facilities and equipment used in public places, so as to achieve "monthly planning and weekly implementation", and regularly maintain electrical equipment according to the operating conditions of the equipment, so as to find and eliminate hidden dangers in time, reduce the failure rate and prolong the service life of the equipment; Do a good job in cold protection and heat preservation of public equipment.
5. Complete the annual maintenance and follow-up work of the construction unit.
6. Layout for the Spring Festival.
Third, clean and green.
1. Do a good job in daily cleaning and disinfection of clubs, parks and shops according to the requirements of the cleaning service supervision card.
2. Before the rainy season comes, all the drainage ditches of townhouses shall be cleaned to ensure smooth drainage.
3. Complete the daily cleaning of the water system in the park every month.
4, do a good job in greening seedlings, lawn pruning, weeding, disinfection, heat preservation and other daily maintenance work.
5, complete the daily corridor, unit hall, fire pipeline cleaning and maintenance work.
Fourth, the order maintenance department.
1, strictly implement the company's 5S standards, do a good job in training, and require team members to do a good job in the management of doorposts, patrol posts and vehicles according to the standardized process, and rectify in time when problems are found.
2. Actively carry out daily training drills to prevent accidents such as public security, fire fighting and natural disasters.
3. Pay attention to safety construction, maintain good order in the community, and no safety accidents occurred throughout the year. At the same time, actively cooperate with the engineering department to urge the maintenance unit to do a good job in the maintenance of facilities and equipment to ensure the integrity of monitoring and fire control facilities.
4. Do a good job in the management of personnel and materials entering and leaving residential areas, and urge decoration units to do a good job of centralized garbage stacking to keep residential areas clean and orderly.
5. Do a good job in cooperating with the owners of the community to move and express delivery services, and greatly improve the owners' recognition and express delivery.
20xx Service Center Work Plan
In order to improve the quality of property service, the 20xx work plan of the service center is now publicized, and the owner is welcome to supervise. The telephone number for supervision is 887 1 100.
1, strengthen the business skills training of employees in various departments, strive to improve service awareness, quantify service standards, and further improve service level;
2. Do a good job in the delivery, decoration procedures and comprehensive collection of property fees of some owners in the community;
3. Strengthen the communication with the owners of the community, and strengthen the interactive work of the owners with the customer service housekeeper as the main driving force;
4. Strengthen the WeChat push and publicity work of the service center to let the owners know about the daily work of the property;
5. Organize practical and colorful community cultural activities and convenient services;
6. Make holiday arrangements and warm tips during the holiday season;
7. Strengthen decoration management, so as to remind in advance, control in the process, and deal with it quickly afterwards to prevent violations;
8, according to the monthly, quarterly and annual plan to do a good job in the maintenance of facilities and equipment;
9. Strengthen on-site maintenance training of maintenance personnel and daily inspection of community public areas;
10, complete the daily meter reading of secondary water supply and water fee every quarter;
1 1, and do a good job in daily environmental cleaning, pest control, greening, daily maintenance, disinfection, sun protection and antifreeze as planned;
12. Do the daily cleaning of the water system in the park as planned, and keep the ecological water system landscape neat and ornamental;
13, strictly implement the management of personnel, vehicles and materials entering and leaving residential areas, and do a good job in preventing accidents such as public security, fire fighting and natural disasters;
14. Regularly check and maintain fire safety facilities and equipment such as perimeter alarm, electronic fence, three-way call and fire alarm monitoring, and erect a strong barrier to ensure the safety of the community.
We know that there are still many unsatisfactory places in our daily management and service, but we are not forgetting your initial intention and moving on! At the same time, I sincerely hope that you can actively participate in the management and service of the community, practice the code of conduct of civilized communities, contribute to the construction of civilized and harmonious communities, give us valuable opinions and suggestions, and make suggestions for improving the quality of property services. Let's start a new year's property service journey in the spirit of mutual understanding and tolerance!