I. Basic information
After the development in recent years, the urban property management in our city has formed a situation of various types, levels and forms. According to the survey, there are five main management methods in residential quarters in our city: first, property management companies plus residential housekeeping services; Second, the developer manages the property after sale; Third, the owners jointly manage independently; The fourth is the fund-raising management of government agencies and units; The fifth is unmanned management.
There are five qualified property management enterprises 10 in the urban area, including two-level qualified enterprises10 and five-level qualified enterprises, with a total of 338 employees. There are 18 large residential quarters in the urban area, with a total construction area of10.5 million square meters. Among them, 16 communities have established owners' committees. In residential areas where property management is implemented, the owners' committee shall sign a property service contract with the property management enterprise if the owners' committee is established, and the development and construction unit shall sign a preliminary property management service contract or entrustment contract with the property management enterprise if the owners' committee is not established.
In order to do a good job in property management, in recent years, our city has mainly taken the following measures: increasing publicity and enhancing owners' awareness of property consumption. By distributing publicity materials, consulting policies and regulations, holding symposiums, etc., the Property Law, Property Management Regulations and related policies and regulations are widely publicized, so that citizens can know more about, participate in and support property management and create a good atmosphere for property management. Strengthen training and improve the quality of property management personnel. Organize managers and managers of property management enterprises to hold training courses, which improves the quality of employees. Organize relevant personnel to learn advanced foreign experience, standardize property services, improve management quality, and achieve good results; Strengthen supervision and promote the healthy development of property management industry. The Interim Measures for Property Management in Huanghua City and the Measures for the Management of Maintenance Funds in Special Accounts were issued, which provided policy guarantee for the healthy development of the property management industry in our city. According to the Measures for the Administration of Property Management Enterprises' Qualification issued by the Ministry of Construction, standardized operation procedures have been formulated, and unqualified property management enterprises have been rejected in advance, which has better ensured the service quality of property management enterprises and promoted the healthy development of the property management industry. Strengthen guidance and improve the system of owner autonomy. It is necessary to give more guidance to the owners' committees in residential quarters, actively create conditions for the establishment of owners' committees, formulate a civilized convention for owners, and clarify their rights and obligations, so that the majority of owners can have a further understanding of their rights and obligations and further improve their understanding of the significance of implementing autonomous management. The majority of owners actively support and cooperate with owners' committees and property management companies to carry out their work, and a strong atmosphere of building a condominium community is gradually taking shape. Through the above work, the overall level of urban property management has been greatly improved.
Second, the existing problems
Although some achievements have been made in the property management of urban residential quarters, the existing difficulties and problems can not be ignored. Mainly in the following aspects:
First, the contradiction between owners and property management companies is becoming increasingly acute, and unstable factors are beginning to appear. As a developing city, Huanghua's earliest residential buildings are mostly in the stage of no property management and irregular property management. Such a residential environment is far from beautiful, but it can only guarantee basic living conditions, with low requirements from the owners and hidden contradictions. The other part is a residential area with property management built in recent years. Most of them have problems of one kind or another, or the quality of houses, or the heating is not hot, the water pressure is insufficient, or the greening is not up to standard, and the safety is not guaranteed. These problems directly affect the normal life of the owners, but the property management companies are unable to solve them, and the owners are very dissatisfied. Therefore, there are many contradictions between owners and property management companies, and the relationship is tense. Some owners have poor consumption consciousness, still have the consciousness of planned economy and welfare property, and are dependent on the government and relevant departments, which leads some owners to quarrel with property management companies and some to petition relevant departments. According to the survey, some residents in the community collectively refuse to pay property management fees. The contradiction can not be solved in time and irrationally, which leads to the expansion of adverse effects. In order to survive, property management enterprises have to reduce personnel and investment, lower service standards, or even quit, resulting in the paralysis of some communities that no one has participated in property management so far. Such a vicious circle not only causes general losses for property management enterprises, but also brings inconvenience to owners' lives and affects social harmony and stability.
Second, the owners lack self-management awareness, and the owners' committee has not really played its role. Owners' Committee is democratically elected by all owners, and it is an autonomous organization of the majority of owners, which plays an important role in contacting owners and property management enterprises, eliminating barriers and enhancing understanding. However, some owners are indifferent to property management, and the owners' meeting cannot be held smoothly, and the role of democratic decision-making cannot be effectively played. Some residential areas have not held owners' meetings or established owners' committees after several years of occupancy, and property management is still in the early stage of property management. The contradiction between the owner and the property management company cannot be solved due to the lack of communication channels. Although some communities have established owners' committees, they are not elected by the owners' congress, but are often appointed by the construction unit or developers. Their members know little about property management, their responsibilities are unclear, and they lack enough knowledge, energy and enthusiasm. The owners' committee is ineffective and cannot play its due role. Even only care about their own exposure, not for the majority of owners rights.
Third, the operation of property management enterprises is not standardized, the service is not in place and the quality of employees is low. The investigation found that the process of promoting the marketization of property management in our city was very difficult, which seriously hindered the healthy development of the property management industry. At present, in the 18 residential area where property management is implemented in the urban area, there are almost no property management companies selected by bidding. Most residential areas are either managed by their subsidiaries entrusted by the original development company or managed by property management companies designated by the real estate authorities. The direct consequence of this "self-built and self-managed" management mode is the lack of competition in the property management market, the lack of vitality of property management enterprises, and the management level is difficult to satisfy the owners. Even if the escrow of the subsidiary of the development enterprise shows temporary vitality and prosperity, it is only because the development enterprise wants to use this "vitality and prosperity" to make a show for the subsequent sales of a large number of commercial houses, which belongs to the early property of the building community. Once the development enterprise is decoupled from the property management company, the property management will be difficult, and the residential area will face the situation of no one to manage. Some property managers lack service awareness, incorrect service attitude and uncivilized service language. Some property management personnel have low technical level, property maintenance is not timely and not in place, and the owners have great opinions. Some property management companies unilaterally pursue economic benefits and lower standards to undertake property management, leaving hidden dangers for future property management.
Fourth, the role of departmental supervision has not been fully exerted. The Regulations on Property Management clearly stipulates the responsibilities of relevant departments in property management, but in actual work, some provisions have not been well implemented. First of all, property management needs further attention. In some large-scale residential quarters, after several years of debugging, neighborhood committees have not been established, which is not conducive to guiding property management and brings great inconvenience to the owners' lives. Secondly, the construction and acceptance of residential quarters need to be further strict. In some residential areas built by stages, supporting facilities have not been built simultaneously as required. For example, most residential construction projects, such as Qingqing Jiayuan, were not fully accepted when they were completed, which led to mass incidents and even petitions. Some residential property management houses have not been implemented, some greening projects have not reached the standard, and some supporting facilities have not been built. These problems have not been corrected in time, resulting in the construction of residential areas can not meet the overall planning requirements. Third, the awareness of community planning and design needs to be further improved. In particular, some communities built earlier are particularly prominent. Some communities have not built parking lots at all and have not reserved parking spaces. With the rapid development of social economy and the continuous improvement of people's living standards, the number of private cars has surged. A large number of private cars flooded into residential areas, making many residential areas full of cars, causing contradictions and disputes from time to time. In addition, some water, electricity, heating and other facilities can not achieve "one household, one meter (valve)", which brings great inconvenience to property management and affects the relationship between owners and property management enterprises to some extent. Fourth, all departments need to further form a joint management force. Some owners throw away garbage at will, keep pets illegally, build buildings privately, and some change the use of houses without authorization, which damages the structural safety of buildings or causes leakage during decoration, affecting the normal life of neighboring owners. This is difficult for property management companies to manage, and the relevant functional departments rarely ask questions. Some departments only charge fees but refuse to bear the cost of facility maintenance, shirking responsibility when facilities are damaged, which makes property management enterprises fall into a passive situation.
Fifth, the problems left by the developers lead to disputes between the owners and the property management company. The survey results show that most of the disputes between owners and property management companies are related to the problems left by developers. Some developers don't talk about honesty in the construction process, cut corners, and there are serious problems in the quality of houses. Some change the design plan without authorization, the residential area construction is inherently insufficient, and some promises about water supply and gas supply cannot be fulfilled when selling the house, which becomes the reason why the owners refuse to pay the property fee. These problems can't be solved in time by the owners from the developers, and they can only negotiate with the property management enterprises, which leads to contradictions and disputes between the two sides. When some residential quarters were put into use, the supporting facilities such as greening and roads were not perfect, and the owners did not get the promised benefits, which led to contradictions between property management enterprises and owners. In some communities, the ownership of public facilities such as garages, basements, activity centers and clubs is not clear, which leads to the owners' strong claim to property rights, and also brings many contradictions such as the commitment of maintenance responsibility, the allocation of property management fees and the distribution of property management income.
Third, some suggestions.
With the development of social economy and the improvement of people's living standards, the importance of property management in residential quarters is increasing. According to the analysis of relevant experts, the main contradiction in the future city will focus on the property management of residential areas. Therefore, in order to build a harmonious society and promote the orderly and efficient development of property management in urban residential areas in our city in the next 3-5 years, it is suggested that:
1. Focus on urban development prospects, people-oriented, integrate residential quarters and build a harmonious community. First, merge communities to solve the current situation of small scale, high management cost and unfavorable management in most communities in our city. The planned roads in the urban area should be divided into four areas, and the scale should be controlled at 1.5-0.2 million square meters, which greatly reduces the cost of property management. Second, central heating, the establishment of a large city-wide heating company, effectively solve the contradictions caused by winter heating in urban communities, and reduce the living costs of residents. Third, we should vigorously promote the transformation of "one room, one meter (valve)" for water, electricity, gas and heating, so as to avoid the contradiction between owners and property management enterprises caused by cost problems. Fourth, planning and establishing centralized property service centers in residential quarters, especially in newly-built quarters, to increase the hematopoietic function of property management enterprises. In residential areas, property management companies undertake industries closely related to the needs of residents in residential areas, such as supermarkets, vegetables, breakfast, dry cleaning, medical clinics, kindergartens, beauty salons, household appliances and automobile maintenance; Collect various fees and extract management fees (such as cable TV, purified water, liquefied gas, etc.). ); It not only increases the self-hematopoietic function of property management enterprises, but also facilitates the daily needs of residents in the community and reduces the property management cost of residents in the community. Fifth, relevant departments should form a joint effort to severely investigate and deal with illegal construction, illegal decoration, unauthorized use of houses and other bad behaviors that infringe on the interests of other owners, and strive to build a harmonious community.
2. Strengthen supervision and promote the healthy development of the property management industry. Strengthen the supervision of the Municipal Housing Authority on the property management industry and create a good environment for it. According to the spirit of "Property Management Regulations" and related documents, combined with the actual situation of our city, we should formulate implementation rules as soon as possible to provide policy basis for property management. It is necessary to further standardize the bidding behavior of property management, especially to introduce competition mechanism, completely change the situation that property management is "self-built and self-managed" by development and construction units, promote the survival of the fittest in property management enterprises, and accelerate the marketization process of property management. It is necessary to strengthen the supervision of property management enterprises, make great efforts to cultivate a number of demonstration property management enterprises with high quality, good service and standardized management, and lead and promote them by example. Rectify and standardize the order of the property management market, strengthen the qualification management of property management enterprises, strictly control access, clearance and complaints, and promptly investigate and deal with complaints and reports from owners. It is necessary to further broaden the scope of work and strive to strengthen the guidance of property management in self-built residential quarters.
3. Increase publicity and create a good property management environment. Property management is related to thousands of households and is an important part of building a harmonious society. It is necessary to widely and deeply publicize the Property Law and the Regulations on Property Management, strengthen the education of residents' awareness of property consumption, and let the direct participants in property management-owners and property management enterprises-rationally understand the law, clarify their rights and obligations in property management activities, and regulate their behavior with regulations. It is necessary to guide all residential quarters to set up owners' committees as soon as possible in accordance with legal procedures, promote owners' self-discipline, safeguard their rights and interests according to law, actively do a good job in communication and coordination between owners and property management companies, and eliminate misunderstandings and differences between them. Educate the owners to actively perform their obligations in property management activities, consciously abide by the relevant provisions of property management, maintain public order and environmental sanitation, pay property management fees on time, and disputes with property management companies should be resolved through proper channels. For those who fail to perform their obligations, there should be ways and measures to avoid affecting the normal development of property management services in the whole community because a few people fail to perform their obligations. It is necessary to educate and guide property management enterprises to operate according to law, charge fees reasonably, accept supervision, and strive to provide quality and efficient services for the majority of owners.
4. Property management enterprises should change their concepts and improve their service level. The success or failure of a property management enterprise depends largely on its quality. Therefore, property management enterprises should conscientiously do a good job in the education and training of employees, constantly change the service concept and improve the quality and service skills of employees. It is necessary to establish and improve the internal management system of enterprises, improve the operating mechanism and reduce operating costs. It is necessary to undertake the property management of residential quarters in accordance with the policy, and sign the "Early Property Service Contract" or "Property Service Contract" with the owners in time to clarify the rights, obligations and responsibilities of both parties. Pay equal attention to economic benefits and social benefits, try to meet the reasonable requirements of the owners, resolutely put an end to any behavior that harms the interests of the owners, and handle all kinds of contradictions and disputes in property management activities according to law.
5. Improve the organization, clarify the responsibilities and make concerted efforts to provide a good guarantee for property management. First of all, the government should set up a leading group for property management. Property management is a systematic project, and some problems cannot be solved by the competent department alone. For example, the rising heating price this year. Therefore, the municipal government must attach great importance to it and put it on the agenda. It is necessary to learn from the practices of other cities, with the mayor in charge as the leader of the leading group and an office set up to attract relevant departments to study and solve problems in property management in time. Under the unified leadership of the leading group, all relevant units should earnestly take responsibility, cooperate with each other, support each other, coordinate and cooperate, and make joint efforts to investigate the irresponsible functional departments and provide favorable protection for property management. The second is to explore the integration of owners' committees and neighborhood committees and accept the leadership mechanism of sub-district offices. Street offices should further strengthen the guidance of property management in residential areas within their jurisdiction. Conditional residential areas should establish residents' committees and owners' committees under the guidance of sub-district offices, explore the integration of owners' committees and residents' committees, endow owners' committees with the functions of residents' committees, resolve contradictions at the grassroots level, and strive to maintain social harmony and stability. Third, adhere to the principle of sustainable development and plan ahead with high standards. Planning and construction departments should fully consider the property management problems after the completion of residential projects in urban planning and construction, and solve the problems of parking difficulties, people's difficulty in walking and insufficient public facilities in residential areas from the source. It is necessary to strengthen the supervision of development and construction units and formulate comprehensive acceptance criteria for property management projects. When the residential area is completed and accepted, the household acceptance responsibility system shall be implemented, and the housing quality, supporting facilities, water and electricity shall be strictly controlled to ensure that the fully qualified residential area is handed over to the society. It is necessary to clarify the property rights of infrastructure, punish unauthorized changes in construction planning and occupation of green space and public facilities according to law, and put an end to residential property management disputes caused by problems left over by developers from the source.