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物业管理示范住宅小区评分表

物业管理示范住宅小区评分表

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一、基础管理     32

1、按规划要求建设,住宅及配套设施投入使用                   

1、建设用地规划许可证、建设工程规划许可证;                                                                                                                                                                    2、规划总平面图、建筑工程消防验收意见书等;                                                                                                                                3、项目竣工总平面图;竣工备案表;                                                                                                                                                         4、单体建筑、结构、设备安装竣工图;                                                                                                                                                      5、设施设备安装、使用和维修保养技术资料;                                                                                                                                                    6、附属公建配套设施、地下管网工程竣工图;                                                                                                                              7、各单项工程竣工验收证明材料。

2、已办理承接查验手续

1、公共区域及共用设施设备承接查验资料;                                                                                                                                  2、竣工资料移交记录;                                                                                                                                                                                                           3、遗留问题处理记录;                                                                                                                                                         4、房屋质量保证书和房屋使用说明书;                                                                                                                                                 

3、由一家物业服务企业实施统一专业化管理

1、物业服务企业营业执照、资质证书;                                                                                                                                                 2、专项服务单位营业执照、资质证书等复印件;                                                                                                                                              3、专项服务单位的选择、监督检查、评审记录。

4、建设单位在销售房屋前,与选聘的物业服务企业签订前期物业服务合同,双方责权利明确

与建设单位签订的前期物业服务合同

5、在房屋销售合同签订时,购房人与物业服务企业签订前期物业服务协议,双方责权利明确

前期物业服务协议或临时管理规约承诺书

6、建立专项维修资金,其管理、使用、续筹符合有关规定

1、专项维修资金缴纳记录;                                                                                                                                                        2、专项维修资金使用记录,包括申请、批准、备案、施工管理及验收记录。

7、房屋使用手册、装饰装修管理规定及管理规约等各项公众制度

1、房屋使用手册;                                                                                                                                                      2、装饰装修管理规定;                                                                                                                                                  3、管理规约。

8、业主委员会按规定程序成立,并按章程履行职责

业主委员会成立的备案资料及履行职责的记录

9、业主委员会与物业服务企业签订物业服务合同,双方责权利明确

与业主委员会签订的物业服务合同

10、物业服务企业制定争创计划和具体实施方案,并经业主委员会同意

争创计划及实施方案;

11、建立健全各项管理制度、各岗位工作标准及应急预案,有落实措施及考核办法

1、行政管理,人事管理,财务管理制度;                                                                                                                                                          2、客户服务管理制度;                                                                                                                                                        3、公共环境清洁管理,园林绿化管理制度;                                                                                                                                                         4、公共秩序管理制度;                                                                                                                                                                  5、工程管理制度;节能环保管理制度;                                                                                                                                                   6、公众安全及突发事件应急制度;                                                                                                                                                    7、安全生产管理制度;安全警示标志管理制度。                                                                                                                                                           

12、项目管理人员和专业技术人员持证上岗;员工统一着装,佩带明显标志,工作规范,作风严谨

1、管理人员岗位证书;                                                                                                                                                   2、各类专业人员专业技术岗位证书,包括消防监控员、电梯维修工、高低压电工、公共卫生从业人员健康检查证明等;                                                                                   3、员工佩戴工牌并对工牌实施管理;                                                                                                                                                              4、员工着装整齐,语言、行为规范;                                                                                                                                          5、人事行政管理工作的实施计划、实施记录、考核记录。

13、应用计算机、智能化设备等现代化管理手段,提高管理效率

1、配备对讲、监控、门禁等智能化管理设施;                                                                                                                                                                    2、配备计算机、传真机、网络等办公设备;                                                                                                                                            3、计算机可实现对客户信息、收费、房屋、设施设备等工作的信息化管理。

14、在收费、财务管理等方面执行有关规定;至少每半年公开一次物业服务费收支情况

1、物业费收费标准;                                                                                                                                    2、费用收支凭证;                                                                                                                                                    3、物业服务费收支情况每半年公示一次。

15、房屋及其共用设施设备等档案资料齐全,分类成册,管理完善,查阅方便

1、年度房屋、设施设备安全检查表;                                                                                                                                    2、房屋完损等级评定记录;                                                                                                                                                                  3、共用部位及共用设施设备年度维修养护计划;                                                                                                                                                            4、共用部位及共用设施设备巡检、维修养护记录;                                                                                                                                         5、资料齐全,分类成册,有目录并查阅方便;档案使用管理记录;                                                                                                                               6、档案保管环境、用具符合档案管理规定。                                                                                                                                                     

16、分户档案、房屋及其配套设施权属清册,查阅方便

1、业主分户档案,基本信息齐全;                                                                                                                                             2、共用部位及共用设施设备的产权清册。

1724小时值班,设立服务电话,接受业主和使用人对物业服务报修、问询、投诉等各类信息的收集和反馈,并及时处理,有记录

1、值班表、值班/交班记录;                                                                                                                                                   2、公示服务电话,24小时受理客户信息记录;                                                                                                                                                  3、设立客户接待室,有专人负责接待客户来访;                                                                                                                                               4、有客户回访记录,按月进行统计分析;                                                                                                                                       5、接待人员使用服务语言,具有专业服务素质;                                                                                                                                                              6、物业服务中心公示物业服务企业营业执照、资质证书,服务标准、收费依据和标准、项目负责人照片。

18、定期进行满意度调查,对合理的意见及时整改,满意率达95%以上

1、物业服务满意度调查,问卷率不低于85%                                                                                                                                                2、满意率达到95%,有统计分析;                                                                                                                                      3、整改措施落实情况记录。

19、落实维修服务承诺,维修及时率100%、返修率不高于1%,并有回访记录

1、维修工作单记录规范,与服务承诺相符;                                                                                                                                                     2、维修及时率100%,返修率不高于1%                                                                                                                                 3、回访记录与维修工作单相符。

二、房屋管理及维修养护 14

1、主出入口设有小区平面示意图,主要路口设有路标,组团及幢、单元(门)、户门标号标志明显

现场符合要求

2、无违反规划私搭乱建,无擅自改变房屋用途现象

无违反规划和擅自改变房屋用途的行为,对违规行为报告相关部门记录

3、房屋外观完好、整洁;外墙饰面、涂料等装饰无脱落、无污渍

1、外墙清洁、完好、无破损、无脱落;                                                                                                                                   2、对房屋外立面及附着物进行巡视记录。

4、室外广告牌、霓虹灯等按规定设置,保持整洁统一美观,无安全隐患或破损

1、经主管部门审批,手续齐全;                                                                                                                                          2、巡视检查记录,书面告知记录;

5、阳台封闭统一有序,色调一致;不得安装防盗网、遮阳篷等

1、对防盗网、遮阳篷安装进行监督管理记录;                                                                                                                                                   2、对违规行为记录报告相关部门。

6、空调安装位置统一,冷凝水集中收集,支架无锈蚀

1、对空调安装位置监督管理记录;                                                                                                                                      2、存在安全隐患书面告知并限期整改记录。

7、房屋装饰装修符合规定,禁止拆改房屋承重结构及管线等行为

1、装修管理协议;                                                                                                                                         2、装修人员审核、备案记录;                                                                                                                                                                        3、装饰装修的禁止行为和注意事项;                                                                                                                                    4、巡视检查记录及查验记录;                                                                                                                                                    5、装修管理资料分户存档;                                                                                                                                             6、发生违规装修行为向主管部门报告记录。                                                                                                                                                      

三、共用设施设备管理  15

1、共用配套设施完好,无随意改变用途

现场查看符合规划设计,配套设施完好

2、共用设施设备运行、使用及维护按规定要求有记录,无事故隐患,专业技术人员和维护人员严格遵守操作规程与保养规范

1、设施设备台帐;                                                                                                                                                                 2、各专业岗位人员配置方案;                                                                                                                                             3、年度设施设备维修养护计划;                                                                                                                                                               4、运行记录齐全,安全检查、评定记录;;                                                                                                                                                                     5、设施设备标志规范,统一、完整;                                                                                                                                               6、特种作业人员资格证书。                                                                                                                                        7、防火等安全措施;应急预案流程图。                                                                                                                                             

3、室外无架空管、线

现场符合要求

4、排水、排污管道通畅,无堵塞外溢现象

1、排水排污管道无外溢;                                                                                                                                                                 2、雨水井、化粪池疏通、清掏记录;                                                                                                                                                 3、雨水井、排污管道巡检记录。

5、道路通畅,路面平整;井盖无缺损、无丢失

1、道路无堆积物,路面无破损;                                                                                                                                        2、井盖完好。

6、供水设备运行正常,设施完好、无渗漏、无污染;二次生活用水有严格的保障措施,水质符合卫生标准

1、水箱清洗消毒记录;                                                                                                                                                         2、供水卫生许可证、水质化验报告;                                                                                                                                                          3、供水故障处理记录;                                                                                                                                                        4、水箱间安全管理措施;                                                                                                                                                     5、生活用水消毒设备运行记录。

7、严格执行供电系统管理措施,记录完整;供电设备运行正常,配电室管理符合规定,路灯、楼道灯等公共照明设备完好

1、共用部位照明正常,停电通知单;                                                                                                                                                       2、配电室安全警示标志齐全;                                                                                                                                             5、临时用电、超负荷用电管理措施;

8、电梯按规定或约定时间运行,安全设施齐全,无安全事故;轿厢、井道等保持清洁;电梯机房、井道等通风、照明良好

1、电梯轿厢内张贴年检合格证、乘客须知;                                                                                                                                     2、电梯运行应急预案;                                                                                                                                          3、电梯维保单位维修养护记录;                                                                                                                                          4、现场检查符合要求。

物业管理示范住宅小区评分表

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四、保安、消防、车辆管理  10

1、小区封闭式管理

1、秩序维护方案;                                                                                                                                                                             2、岗位分布、监控点位、红外报警等位置图;                                                                                                                         3、出入口有人员值守。

224小时值班及巡逻;秩序维护员熟悉小区环境,落实岗位职责

1、保安员岗位职责、服务规范;                                                                                                                                                                       2、实行24小时值班并记录;                                                                                                                                                     3、秩序维护员名单、排班表及岗位分配表;                                                                                                                                                             4、巡逻路线图及巡逻记录;                                                                                                                                                         5、突发事件应急预案,

3、危及人身安全部位有明显标志和具体的防范措施

1、安全标志设置清单,设置图示;                                                                                                                                          2、危及人身安全部位的防范措施。

4、消防设施设备可随时启用,消防通道畅通

1、消防设施平面图、安全疏散图;                                                                                                                                                                  2、消防器材及其标志完好;                                                                                                                                                                 3、消防器材、设施保养计划及维修养护记录;                                                                                                                                  4、消防安全巡视检查并记录;                                                                                                                                                              5、消防安全责任书;                                                                                                                                                                              6、消防演习计划、记录,每年演习两次。

5、机动车停车场管理责任明确,车辆进出有登记

1、停车场车位平面图;                                                                                                                                                                  2、停车管理服务协议;                                                                                                                                                                                   3、停车场巡视检查记录;                                                                                                                                                      4、固定车辆登记表及出入证发放记录;                                                                                                                                                  5、临时出入车辆记录;                                                                                                                                                                              6、公示停车收费标准、停车场管理规定;                                                                                                                                      7、车辆停放有序。

6、非机动车车辆停放有序

1、公示车辆停放管理须知;                                                                                                                                                 2、摆放整齐、无随意停放。

五、环境卫生管理    14

1、卫生设施完备,实施垃圾分类管理

1、清洁工具、设施设备清单及设施点位图;                                                                                                                                  2、垃圾容器分类配置;                                                                                                                                                       3、清洁工具、设施设备保持清洁。

2、明确清洁人员责任范围,实行标准化清洁

1、保洁员岗位分配名单和保洁区域;                                                                                                                                              2、保洁工作计划、巡视检查记录;                                                                                                                                                        3、重点部位的定期消毒计划和记录;

3、垃圾日产日清,定期消毒灭杀

1、垃圾清运记录;                                                                                                                                                       2、消毒灭杀计划并记录;                                                                                                                                               3、灭鼠、除虫点位图、管理记录。

4、房屋共用部位共用设施设备无蚁害

现场符合要求

5、小区内道路等共用场地无纸屑、烟头等废弃物

现场符合要求

6、房屋共用部位保持清洁,无擅自占用和堆放杂物;楼梯扶栏、门、窗等洁净

现场符合要求

7、商户管理有序,符合卫生标准

1、商户管理记录;                                                                                                                                                     2、现场符合要求。

8、无违反规定饲养宠物

对违规行为进行劝阻,报告相关部门记录。

9、油烟排放符合环保标准

1、排放管理记录;                                                                                                                                                                                  2、对违规行为报告相关部门记录。

六、绿化管理         7

1、绿化管理措施与小区环境相符

1、绿化现状平面图;                                                                                                                                                     2、绿化设备、工具台帐;                                                                                                                                                 3、重点树木品种标牌管理。

2、绿地无改变使用用途和践踏、占用

1、绿地巡视检查记录;                                                                                                                                                   2、现场符合要求。

3、花草树木长势良好,修剪整齐美观,无病虫害,无斑秃

1、绿化档案;                                                                                                                                                           2、绿化药剂、肥料使用管理记录;                                                                                                                                                                                                                                                                                         

4、绿地无纸屑、烟头等

现场符合要求

七、精神文明建设     3

1、开展有意义、健康向上的社区文化活动

1、小区内设置宣传、告示栏等;                                                                                                                                             2、各类宣传资料及宣传栏内容健康、有益;                                                                                                                                3、举办各类活动的计划、记录、照片等。

2、积极配合社区文化建设

实施活动记录

八、管理效益         5

1、物业服务费用收缴率98%以上

项目费用收缴情况

2、提供便民有偿服务

1、提供特约服务清单、收费标准;                                                                                                                                               2、适当形式公示;                                                                                                                                                       3、便民服务记录。

3、本小区物业服务经营状况

项目费用收支情况统计表

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