In 2020, the operating income of China’s property management industry will reach 1.18 trillion yuan, and property services will be upgraded to high quality and diversification.
Residential community is the main space of residents’ life, and residential property management is related to the quality of life of the people, the safe operation of the city and social harmony and stability. Not long ago, 10 departments, including the Ministry of Housing and Urban-Rural Development, issued a notice requesting to accelerate the development of the property service industry, promote the upgrading of property services to high quality and diversification, and meet the people’s growing needs for a better living. The reporter interviewed relevant industry associations and enterprises on the issues of public concern in the process of property development.
Clarify the boundary of property management
Property management is closest to residents, which can not only serve the masses well, but also become an important force in grassroots social governance. However, the overall pattern of bringing property management into social governance is still in the initial exploration stage and faces many problems. This also brings confusion to community owners, for example, how can illegal building of properties always be managed badly? Electric bicycles are illegally charged everywhere, which has great security risks. Who should care? The quality of the house is not satisfactory. The property service companies say that it is left over by the developers, and they should not be in charge. What should the owners do?
It is reported that for a long time, the relevant government departments have regarded property service enterprises as the starting point of implementation, and enterprises have undertaken many government management responsibilities or public service obligations. In addition, based on their own expectations of property services, some owners are not accurate enough in understanding the boundary scope of property management, and require property service enterprises to provide services beyond the scope of their duties and contractual agreements.
A few days ago, the Ministry of Housing and Urban-Rural Development and other 10 departments issued the Notice on Strengthening and Improving the Management of Residential Property (hereinafter referred to as the Notice), which further clarified which matters were the responsibility of relevant government departments, which were the responsibility of streets and which were the responsibility of property service enterprises.
The "Notice" clearly promotes the sinking of urban management services. Promote the extension of urban management services to residential communities, rely on the urban comprehensive management service platform, and establish a mechanism for accepting and handling problems reflected by the masses. Clear the list of responsibilities of departments and units, compact the work responsibilities, and promptly investigate and deal with illegal behaviors such as illegal construction, destroying green, arbitrarily dumping garbage, raising animals in violation of regulations, illegally parking and charging electric bicycles, occupying and blocking public and fire exits in the property service area. Clear water supply, drainage, power supply, gas supply, heating, communication, cable television and other professional operating units to serve the end users according to law, and implement the responsibility of professional operating units for the maintenance, conservation and renewal of related facilities and equipment in the property service area.
Thus, the management and service of residential community is not only the responsibility of property service enterprises. Whether it is illegal acts such as illegal construction, or problems in operation and maintenance such as water, electricity and heat, the main body of its management lies in the competent departments of the city government or professional operating units. With this "Notice", it has become more clear who the residents should go to for the problems to be solved.
At the same time, residents have high expectations for the quality of property services. How can property management be improved? The Notice proposes a number of measures in this regard. Fully implement the main responsibility of service quality of property service enterprises. Property service enterprises should improve the service quality guarantee system, establish a rapid handling mechanism for service complaints, strengthen the management of personnel and vehicles, regularly inspect and maintain shared parts and facilities, take reasonable measures to protect the personal and property safety of owners, do a good job in greening and maintenance, assist in standardizing garbage delivery and timely cleaning and removal, improve the living environment, improve the living quality, create excellent property service projects and enhance the quality of personnel in the property service industry. In addition, we should also improve the formation mechanism of property service prices, which are mainly formed through market competition.
Promote the improvement of property management
Small community, big society, managing a residential community well requires the joint efforts of the government, enterprises and owners. In the face of current problems, the Notice responds to social concerns, studies and solves industry pain points, and promotes all parties to explore.
What should I do if the owners’ committee representing the rights and interests of the majority of owners is delayed? The "Notice" clarifies that if the conditions for the establishment of the owners’ meeting are not available for the time being, it is necessary to explore the establishment of a property management Committee attended by community residents’ committees and owners’ representatives to temporarily replace the owners’ Committee.
According to the relevant person in charge of china property management institute, if it is really difficult to set up an industry committee, we can learn from the experience of Beijing and Guangzhou, and first set up a property management committee, which will exercise relevant rights on behalf of the residents. The property management committee can temporarily make up for the problem that there is no industry committee in the community and it is difficult for residents to claim their wishes.
The reporter learned that in many cities, the establishment of industry committees or property management committees has become an important starting point for strengthening property management. The "Three-year Action Plan (2020-2022) on Strengthening Beijing’s Property Management and Improving the Property Service Level" promulgated by Beijing in 2020 clearly stipulates that more than 2,000 new owners’ committees (property management committees) will be established before the end of 2020; The formation rate of owners’ committees (property management committees) will reach over 30%, over 70% in 2021 and over 90% in 2022.
How to supervise the services of property service enterprises? The Notice clarifies that the property management industry will establish a credit evaluation system for property service enterprises. According to the credit status of enterprises, the urban housing and urban-rural construction departments will grant credit star marks, implement credit classification and supervision, and strengthen the application of credit information in the bidding of early property management, the selection of property service enterprises by the owners’ meeting, and government procurement. At the same time, a red and black list system for property service enterprises will be established to promote the formation of a market environment for survival of the fittest. Property service enterprises and persons directly responsible for serious violations of laws and regulations and vile circumstances shall be cleared out of the market according to law.
The relevant person in charge of china property management institute said that strengthening residential property management not only requires the efforts of the government and enterprises, but also mobilizes the enthusiasm of residents, social organizations, social work service agencies, community volunteers, resident units and other parties, so as to achieve common decision-making, joint development, joint management of construction, joint evaluation of effects and sharing of achievements. In this way, property management can play a greater role in building a new pattern of grassroots social governance.
Expand the market, new blue ocean
After 40 years of development, China’s property management industry has gradually become mature and perfect. At present, the number of property service enterprises in China is 234,000, with more than 7.4 million employees. In recent years, property service enterprises have ushered in a wave of listing. At present, there are more than 40 listed property service enterprises, indicating that capital is very optimistic about the development prospects of the property management industry. The latest data shows that the operating income of China’s property management industry will reach 1,180.03 billion yuan in 2020.
The mode of "property service+life service" can enable residents to enjoy better property services and bring greater development opportunities to the property management industry. The "Notice" clarifies that it will promote the development of the life service industry. Encourage qualified property service enterprises to extend to the fields of pension, child care, housekeeping, culture, health, house brokerage, express delivery and other fields, and explore the "property service+life service" model to meet the diversified multi-level living and living needs of residents.
The person in charge of Longhu Smart Service told the reporter that "property service+life service" has always been the direction actively explored by Longhu Smart Service. Up to now, nine kinds of value-added service products, such as "rental and sale of gannets", "rejuvenation masters", "longan optimization" and "Yugong moving", basically cover the owner’s whole life service chain.
Wan Jie, vice president of ocean service and general manager of value-added business department, told reporters that ocean service is willing to do more exploration in "property service+life service", which is an important development opportunity for property service enterprises. At present, Ocean Shipping Service has a layout in space management, real estate brokerage, Mercure and community retail, and continues to explore new products and new tracks in hot industries, such as education, tourism and pension industry. However, in practice, there are also some problems. For example, in the process of developing old-age care services, it may be necessary to occupy community venues. Owners often have different opinions on whether to establish old-age care institutions according to whether there are elderly people in different families.
Wan Jie appealed that property service enterprises are facing some "blocking points" in promoting "property service+life service", and hoped that relevant departments would issue detailed implementation rules, straighten out the management authority of property service enterprises, and help enterprises better provide life services such as old-age care.
In terms of improving "property service+life service", the Notice also proposes to guide property service enterprises to provide customized products and personalized services through the smart property management service platform to realize one-click appointment and door-to-door service.
In this regard, the relevant person in charge of china property management institute believes that the smart platform of property service enterprises should be open and shared, not only serving a community, but also radiating to the surrounding communities. Through channels such as mobile APP, the owners of surrounding communities can also enjoy the services of excellent property service enterprises nearby, increase the supply of quality property services and facilitate the lives of surrounding residents.
The person in charge of Longhu Smart Service said that it is also a trend for property service enterprises to go out of the community and serve a wider urban space. Based on the advantages of brand property service enterprises in management and service fineness, as well as the deepening of their own technology penetration, with the improvement of management radius, urban service will bring huge development space for professional property service enterprises. (Reporter Kang Shu)