Investigation report on the development of property management at the current stage of X City

About the current stage of property management in X City

Research report on development

As an emerging sunrise industry, property management has been in the city for more than ten years. In the past ten years, with the care and support of leaders at all levels and the joint efforts of the owners and property management companies, The overall level of property management has been greatly improved, and property management has evolved from a new thing to a household that is close to thousands of households and a household name. In order to gain a deeper understanding of the current development of property management in our city, and in light of the actual situation, we conducted a survey on the property management of residential areas in our city through field visits and symposiums. The problems found in the survey are summarized as follows:

First, the difficulty of charging is still the biggest barrier to the development of the property management industry in our city.

The most common word I heard in the survey was that it was difficult to charge. It seems that this problem has been accompanied since the day of property management. Even after the implementation of the Property Management Regulations for more than a year, people’s consumption awareness and property management In the case of gradually strengthening the concept, the difficulty of charging is still the primary problem that plagues most property management companies. There are many reasons why the owners do not pay the fees. The property management enterprise services are not in place. Needless to say, such as the remaining problems of the developers such as the quality of the houses and the disputes between the neighbors, etc., it is also used as a reason for not paying the fees. It is sympathetic to manage the business dilemma of the enterprise. What's more, there is no reason to think about “taking a ride,” using other people's money to enjoy their services, so more and more people follow their practices, and property management companies receive less and less property fees. In the economic nature of the enterprise's pursuit of profit, when the income is less than the cost or the profit is reduced, the cost will be reduced, and the direct consequence of reducing the cost is the decline in service quality. Therefore, more owners are not satisfied with the service of the property management enterprise, so they do not pay. Property fees, this has entered a cycle of vicious circle. The community environment is poor, and the housing naturally depreciates. In the end, it is not just property management companies but also all the owners in the park. Therefore, to do a good job in Shenyang's property management, we must start from cultivating people's awareness of payment. The economic foundation is the key to realizing the value preservation and appreciation of the community. This must be clearly recognized by the owners.

Second, the owners' meeting, the owners' committee is not established, the operation is not standardized, the role is not properly played

In the "Property Management Regulations", the owner's assembly system is reconfirmed as an important system. The owners' meeting is the autonomous organization of all owners. The owners' committee is the executive body of the owners' meeting. The owner of the property owner and the property owner is the real community. The owner, the management of the community should be the common aspiration of all owners, so property management is not a matter of the property management company, but the owners of the matter, the owner should fully exercise their rights through the channel of the owners' meeting, express their views Participate in the management of the community. However, in the survey, it was found that the owners of many communities did not realize this and were indifferent to the property status of the community, which caused difficulties in the owners' meeting. Some communities did not hold the owners' meeting after several years of stay, and did not form a owners' committee. Management is in the early stage of property management. The contradiction between individual owners and property management companies cannot be solved due to lack of communication channels, which poses hidden dangers for the normal property management of the community. Some community owners' committees have established procedures that are not standardized and have not been elected by the owners' assembly. They do not have legality. Their actions do not have legal effect and cannot represent all owners. In addition, even if the community has established the owners' committee according to the regulations, its members have little knowledge about the property management knowledge, and their responsibilities are unclear. They lack sufficient energy and enthusiasm. The owners' committees are ineffective and cannot play their due role. In addition, individual communities are indifferent to the establishment of the owners' meeting and the owners' committee, and have not played their due role in the organization and guidance in accordance with the requirements of the “Property Management Regulations”, so that the daily management of some properties is in a disorderly state.

Third, the overall quality of property management enterprise personnel needs to be improved

This problem is mainly manifested in the following two aspects: First, some property management company employees lack customer awareness, service attitude is not correct, service terms are not civilized, legitimate requirements for owners can not be met in time, affecting the improvement of property management service standards and customers Increased satisfaction. In fact, many of the contradictions between owners and property management companies stem from the poor service attitude of property management companies. Many problems can be solved as long as they are properly communicated. Property management companies must establish the concept of “business first”. Property management is doing a good job; second, some property management companies lack professionals. For example, routine maintenance is a very important task in property management. If the maintenance is not timely or in place, the owner will have doubts about the service quality of the property management enterprise, and even contradictions may arise.

Fourth, the service standards are not uniform and need to be standardized

As a commodity, property management services not only have the characteristics of general commodities, but also have certain public characteristics. When the owner purchases the property management service of the community, he will compare it with other communities to see if the service he enjoys is the best in value and price, but because the city does not have specific property fees for different prices. Providing those services to make detailed and clear regulations, so in the process of comparison by the owners, it is inevitable that there will be homogenous prices or different quality phenomena. This phenomenon will have an impact on the property management of the owners. The honest community owners will think that the property fees will be paid, they will get the services they deserve, and those who have high quality and low prices, even those who are not cheap and good, will think that they should get more services, or Reducing the cost of property fees and thus reluctant to pay property fees.

5. The legacy of the developer seriously affects the normal operation of the property management enterprise.

The remaining problems of the developer mainly include two aspects: first, there are problems in the quality of the house; second, the promises have not been fulfilled, the owners have not received the promised benefits, and the supporting facilities in the park are not sound. In the survey, some property management company managers reported that 90% of the owners who did not pay property fees in their communities were due to problems with the quality of the houses. Others were because the supporting facilities promised by the developers were not built and the owners could not find the developers. Property management companies have become helpless scapegoats. In addition, in order to expand the management volume, some property management companies have compromised the developers and lowered the acceptance of the standard to take over the property, which also poses hidden dangers for future management work.

6. The construction of local regulations is lagging behind, affecting the standardization of the property management industry.

The National Property Management Regulations have been promulgated and implemented for more than one year, which has played a positive role in regulating the property management industry in the city. However, due to its national and guiding characteristics, it has poor operability in solving some specific problems in property management. This requires the city to introduce local supporting regulations and rules as soon as possible, such as the division of property management areas, the determination of the voting rights of the owners at the first owners meeting.

In response to the above questions, the following suggestions are made:

First, as soon as possible to introduce the quality management standard of property management services

According to the principle of “grading and grading, quality and price are consistent”, the quality management standard of property management service is established. The same quality and the same price, high quality and high price, different grades, different prices, different service contents and quality. The community owners' meeting discussed and decided to select specific service standards according to the needs, and signed a property management service contract with the property management company, not to provide insufficient services, and not to over-service. The property management enterprise provides services in accordance with the contract, and the owner pays the property fees in full and on time. The property management enterprise regularly publishes the fee income and expenditure accounts, so that the owners can understand the consumption and avoid doubts on both sides due to cost issues.

Second, speed up the process of standardization of the owners' assembly system

In accordance with the "Property Management Regulations" and other relevant laws and regulations, the owners' meeting was established, and the owners' committee was publicly elected so that the legal rights of the owners were protected and the legitimate rights and interests were safeguarded. The elected owners' committee should be enthusiastic about public welfare undertakings, have sufficient enthusiasm for this work, and be able to play a role as a bridge between the property management enterprises and the owners, and timely reflect the owners' wishes to the property management enterprises. The main reason for the developer's remaining problems is to explain to the owner in time when the property fee is not paid, to eliminate the misunderstanding between the two, so that the residential property management can operate normally in a harmonious atmosphere.

Third, develop property management personnel training programs to improve the professionalism and ethics of employees

In terms of improving the professional skills of employees, we should focus on the following aspects: 1. Do a good job in human resource management, improve the professional skills of employees, and improve the level of management services; 2. Formulate plans, and provide professional training for all types of personnel in phases and in batches. After passing the examination, they will be certified to work; 3. Implement the “last elimination system”, compete for employment, and establish a position is the concept of compensation; 4. Multi-channels to absorb experienced professionals, combined with local realities, complementary advantages, Comprehensively improve the quality of employees. In terms of improving the morality of employees, we must focus on cultivating the sense of service, and speaking and doing things from the perspective of the service provider. Because in the residential community, the number of households is large, the number of personnel is uneven, as property management personnel can not ask too much for the owners, should find more gaps from their own, correct their position, work more patience, use their own Good service attitude and excellent service level have won the understanding and support of the owners.

Fourth, strictly check the acceptance

Facts have proved that the remaining problems of developers are the biggest problem in the future residential property management. Therefore, when the community is completed and accepted, the relevant departments must strictly control the quality of the houses and supporting facilities must be quality and quantity. Property management companies should also inspect the property situation in detail when undertaking the property, including the archives of the community owners. It is not possible to bury hidden dangers for future management due to blind expansion of management.

5. Introduce local laws and regulations as soon as possible

Due to the differences in the actual situation of property management in various places, the “Property Management Regulations” hand over some of the specific laws and regulations to the local authorities. We should implement the practical experience of more than one year based on the actual property management and the “Property Management Regulations”. Formulate the implementation rules as soon as possible to provide a legal basis for solving specific problems.

Sixth, increase publicity efforts to create a harmonious supply environment for property management

In-depth and detailed promotion of the "Property Management Regulations", so that the majority of owners not only understand the importance of property management to the community environment, but also use legal weapons to protect their interests in due course and fully exercise their rights as property owners. At the same time, through propaganda, the property management enterprises should further clarify the nature of their work, better provide quality property services within the scope of laws and contracts, and make the property community form the main service of the industry, and the property management enterprises provide complementary services to promote the service. The environment of the residential community in the city is optimized to promote the healthy and orderly development of the entire property management industry.

January 10, 2005