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 |