Property Management Practice Assessment Case Analysis .

1. Property management complaint handling process.

In order to improve the direct complaint handling rate of various departments of the property management company, shorten the waiting time of the owners, shorten the time limit for the whole process, standardize the complaint handling behavior and unify the complaint handling caliber, reduce the number of repeated complaints, and ultimately achieve the purpose of improving the satisfaction of the owners, the complaint acceptance personnel of the property management company must master the following complaint handling process:

1. If the first person who receives a complaint (** complaint, on-site complaint, front desk complaint) is a general officer of the property management company, he can give an explanation on the spot, and if he can't deal with it, he should lead the complainant owner to a special complaint acceptance personnel.

2. After receiving the complaint, the complaint acceptance personnel will first appease the owner's emotions and use it"Deal with the mood first, then the matter"The principle of handling gives the owner a sense of intimacy in the attitude, and treats the owner's complaints with a positive attitude.

3. When the owner states the reason, the complaint handler shall make a detailed record of the reason stated by the owner for future inquiries, and at the same time require the owner to present relevant certificates as evidence.

4. Classify the business according to the matters complained by the owner, and immediately check whether the complaints are true and valid, and if they are effective and can be dealt with on the spot, they will be dealt with immediately; If you can't deal with it on the spot, you can negotiate with the owner about the processing time, and after asking the superior, give a time limit for ** reply.

5. If there is a complaint that can be solved with the cooperation of other departments, you should contact other departments as soon as possible to obtain a solution and then answer to the owner.

6. When the owner is not satisfied with the result, the complaint handling personnel can be handed over to the superior for processing. When the on-duty staff cannot solve the problem on the spot, they can negotiate with the owner to ask for the best tracking service at another time, and give a reply within a limited time.

7. When Yefeng does not agree to replace the time, briefly summarize the complaint handling, report and transfer it to the superior department for processing.

8. When the complaint is handled, the complaint acceptance personnel shall make a record of the complaint handling results in a timely manner after seeing the owner go out of the door. If time permits, the complaint can be classified and summarized.

Second, the treatment measures.

1. According to the actual situation, explain to the owner that some must be closed, and some will be very inconvenient to travel.

2. The roof leakage of the house should be fed back to the developer and asked for repair, because this is within the warranty period.

3. The security around the community is a matter of the local police station, and the property company has no ability to change the status quo, but it can feedback the owner's suggestions to the police station.

1.Repair should not be proposed to the property company, but should be proposed to the developer, and then the developer will find a construction unit to repair 2If it is inappropriate, it should be explained clearly to the owner and take the initiative to contact the developer3

If the property management service contract signed between the owners' committee and the property management enterprise takes effect, the previous property management service contract shall be terminated.

4.Not true.

1.is reasonable. Property B applies for the extraction of public repairs** to repair the roof waterproofing.

2.Inappropriate. Negotiate with the owners' committee to withdraw public repairs** and give the owners a period of time to reinstate.

August 1.

4.Not true. Violating the provisions of Beijing and national property management regulations, which is not conducive to the normal work of property company B, will inevitably affect the construction of the community. It should be resolved through negotiation or legal means.

5.It should be applied to the relevant departments for resolution and compulsory implementation.

1.It is reasonable to propose a repair, and Company B should be responsible for repairing it.

I should take the property management practice test again. Case 4: The property management company only bears a maximum of 20% of the liability, on the grounds that the property management company has not fulfilled part of its management obligations, and according to the provisions of the General Principles of the Civil Law and the Tort Liability Law, the 5-year-old child is an incapacitated person, and its guardian should be mainly responsible for failing to manage the child well.

Case 7: ** Law stipulates that this fee is illegal without the approval of the local price bureau, and if it is approved by the local price bureau, all the income from the fee is included in the special maintenance fund account except for the necessary transportation facility maintenance fees and the salary of the vehicle controller, which is stipulated in the interim measures for the management of special maintenance funds of the Ministry of Construction.

Case 10: (1) The property company immediately rectified, (2) the property company requested the developer to repair it as soon as possible, and (3) the local public security and neighborhood office were requested to carry out comprehensive management.

Case 11: There is no liability, according to the judicial interpretation of the Supreme Court, the property management service enterprise cannot ensure that the personal and property of the unit or individual is illegally infringed.

Case 12: The property company's practice is unreasonable and illegal, because the calculation of the property fee has included the air conditioning electricity fee, and the property company can formulate a reasonable operation plan for the sake of energy conservation.

Case 17: The owner's statement is correct, the area of the lobby has been apportioned, it belongs to the common property of the owners, and the property management company should be approved by the developer or the owners' general meeting to lease the common part, and the income will be included in the special maintenance fund in addition to the necessary expenses. The interim measures for the management of special maintenance funds of the Ministry of Construction stipulate.

Case 18: This statement is incorrect, the 8 households benefiting do not mean that the other owners of the whole building have not benefited, and the maintenance costs should be shared by the owners of the whole building with the consent of the owners' committee. The legal basis is the same as above.

The above represents my personal point of view, if there is anything inappropriate, please put forward valuable opinions from peers! Rate me.

1. The arrears of property management fees in this case were incurred during the validity period of the property management contract signed between Mr. Zhang and the property management company, and should be borne by Mr. Zhang.

2. The reason why the property management company failed to receive the property management fee is due to its own carelessness, and it should have its own risk, and when it finds that Mr. Zhang did not pay the property management fee in time, it should be called, and the fee should be settled with the bank in time when the house is registered for property transfer.