Customer Services
Items | Handling Time |
---|---|
Telephone Enquiries/Comments | Immediate Reply/ Follow up by onsite staff |
Written, Email Enquiries/Comments | Within 3 working days |
Random Household Visits for Management Services | Once per month |
Satisfaction Survey | Once a year |
Incorporated Owners (IO)/Owners Committee (OC) Meeting Minutes | To be submitted in 10 working days to the relevant IO/OC for perusal |
Financial Management
Items | Handling Time |
---|---|
Monthly Income and Expenditure Report | To be posted every month |
Audit Report | To be issued by an appointed auditor upon the end of each financial year |
Management fee enquiries of individual units | Immediate verbal reply within office hours |
Facilities Management
Items | Handling Time |
---|---|
Fresh water, flush water, electricity, and air-conditioning supply system error | Within 15 minutes by onsite staff |
General lighting | Within 24 hours |
Lighting facilities require special tools | Within 2 days upon receiving report |
Inspection of flushing pumps or fresh water pumps | Monthly |
Inspection of Main Switch Room | Monthly |
Inspection of the Generator Set | Monthly |
Inspection of Fire Facilities | Every 3 months |
Cleaning of Flush Water Tanks | Every 6 months |
Cleaning of Fresh Water Tanks | Every 3 months |
Environmental Management
Items | Handling Time |
---|---|
Post/update environmental information | Every month |
Cleaning of common corridors | Daily |
Clubhouse toilets/changing room follow up | Patrol twice a day during opening hours |
Regular cleaning items | Execute according to monthly plan |
Trees visual check | Monthly |
Security Services
Items | Handling Time |
---|---|
Emergency Call | Attending within 5 minutes |
Change of main entrance codes | Every 3 months |
Crisis Handling
Items | Handling Time |
---|---|
Fire, gas/chemical leakage, typhoon, flooding, lift trap and public health drill | At least once a year |
Broken pipes and electricity failure drill | At least twice a year |
Post health and safety information | Once a month |
Lift Trap with passengers | Inform the lift contractor and relevant government department immediately upon receiving report |
Safety Inspection | At least once a year |
Overflowing water tanks drill (Including: Fresh water tank, flush water tank and fire water tank) | At least once per system |