United communities to open up grassroots governance, one needle threads a thousand threads, Vanke Service discloses housekeeping service standards for the first time
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“The new measures of the property management company go directly to the basement when you drive home. You will not be exposed to wind or rain, and there are not so many cars on the road. You don’t have to worry about your children running and jumping outside.” In Tianjin Xiangyi Huayuan Community, the mechanism of property management promotion The high-speed rail management operation has brought a convenient and secure living experience to Mr. Liang, a resident.
The picture shows the comparison of the community environment before and after the motor vehicle control action in Xiangyi Huayuan Community
It turned out that after the delivery of Xiangyi Huayuan Community, due to reasons such as failure to charge for vehicles parked on the ground, the number of illegally parked vehicles remained high in the park, seriously affecting the fire protection of the park and the travel safety of residents. Vanke Service has entered the community to provide services through selection and recruitment by the property owners committee. The property housekeeper has visited residents many times to conduct research, held meetings with neighborhood communities and property owners committees to conduct research, and communicated with residents who had objections on their doorsteps. Finally, a feasible parking plan was formulated and implemented, and the “heart problems” that had plagued the community owners for many years were solved.
On March 20, Zhongzhi Research Institute released the first housekeeper white paper in the industry, explaining how Vanke Property takes housekeepers as the starting point, goes deep into every grid, listens to people’s voices, improves the quality of life, and uses an embroidery needle to thread through communities, Thousands of lines between property management and residents form a set of happy housekeeping service systems, which serve as an industry demonstration for precise community governance.
A small fulcrum leverages the three-party governance
In 2021, all parts of the country will explore the ‘district-street-community-grid’ governance model. Through the management of community grid members, services will reach every household to do practical things and solve problems for the masses, but grassroots governance personnel Faced with many pain points such as tedious work tasks, doubling of workload, and insufficient understanding of the people within the grid.
As the organization closest to residents, property management has become an innovative force that fills in the shortcomings of grassroots governance. With housekeepers as the core, it cooperates with community grid members to deepen their work, respond to residents’ demands, supervise service quality, help vulnerable groups, and promote “community The multi-party collaboration of “+property+residents” is an effective way to solve a package of problems in grassroots governance.
Over the years, Tianjin Golden Garden (also known as Ruiwan Garden) community has established a joint meeting mechanism with neighborhood committees and property owners committees under the guidance of Vanke Property Manager, in line with the principle of “discussing matters together, sharing resources, and handling difficult matters together” , through joint consultation, the Golden Garden Property Management Team has solved many difficult problems related to the practical interests of residents in community governance work. In 2023, Golden Garden Community was awarded the honorary title of “Tianjin Beautiful Home” community.
The picture shows Tianjin Vanke Golden Community purchasing AED to carry out rescue training for community residents.
Supervise the four quality guarantees and promote the renovation and renewal of old communities
In order to ensure that there are no blind spots in quality supervision, Vanke Service has unified service standards in more than 3,000 communities across the country and established a “four guarantees” system for housekeeper supervision. It stipulates that when housekeepers are in charge of service quality work, once they discover service contacts that do not meet the standards, they must Achieve “100% incident reporting” to ensure rapid response to appeals and processing results that meet the owner’s requirements.
Under the supervision of property managers, Tianjin Vanke’s Bai Cuiyuan Community has transformed an old community, improved equipment and facilities, optimized the park environment, responded to customer demands in a timely manner, and made every effort to solve difficult issues of public concern. With the help of the two renovation actions of “Friendly Neighborhood Plan” and “Beautiful Community”, Vanke Binhai Baicui Garden flexibly allocated various funds and replaced a total of 1,200 square meters of turf for green renovation, renovated ground and corridor settlements of 220 square meters, and renovated 16 parking spaces. More than ten pieces of infrastructure including one have been continuously renovated and renovated.
The picture shows Tianjin Vanke Baicuiyuan Community improving equipment and facilities and optimizing the park environment
Build a “one-elder-one-one-one-one-child” service system to create a beautiful home
In order to build an “age-friendly” community, Vanke Property Manager activates community vitality with “soft services”, continues to focus on the key groups of “one old and one young”, and effectively solves problems related to people’s livelihood and well-being.
In 2022, Vanke Service released the industry’s first “Property Service Guide for Empty Nest Elderly People”. Housekeepers subdivide elderly groups according to different age groups and provide elderly people in the community with services such as inspection and maintenance, material purchase, on-site companionship, nearby dining, and medical assistance. Waiting for considerate service.
The picture shows Vanke property housekeepers providing considerate care services to the elderly
In 2024, Vanke Service will focus on community children’s property services to help parents solve problems such as “childcare difficulties”, create a safe living environment for children in the community, transform child-friendly spaces and facilities, plan interactive and interesting cultural activities, and create happiness Colorful neighborhood childhood atmosphere.
In addition, the housekeeper conducts summer camps for children to learn a lifelong skill, organizes talent and social activities for empty nesters, and creates creative activities such as the “Starry Sky Film Festival” for community youth.Every year, we plan and hold more than 100 community cultural activities with different themes for 5 million households across the country, helping communities extend services downwards, taking multiple measures to promote precise community governance, and gradually filling in the gaps and shortcomings in high-quality life community services.
The Central Index Academy pointed out that property management, as an important part of the modern service industry, is not only an important factor in ensuring the quality of the people’s production and living environment, but also an important link in realizing refined urban management and grassroots social governance. In the context of industry development returning to the origin of service, property management companies have entered the “strong operation” stage based on housekeeping services. Benchmarking companies are using housekeeping services as a starting point to quickly build their own quality service capabilities and excellent operational capabilities, and then Give investors confidence in the market and corporate value. Vanke Service has established a management mechanism of “positive incentives + negative accountability” for housekeeping services to stimulate the willingness of property housekeepers to work, and actively uses the scientific tool of quality management “PDCA cycle” to decompose the quality construction of housekeeping services and improve housekeeping services. efficiency and corporate governance levels.
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