How to write a property company’s annual work summary

#WORKSUMMARY# Introduction When the work reaches a certain stage or comes to an end, you need to go back and analyze the work done carefully, affirm the achievements, identify problems, and summarize experiences and lessons. Raising awareness and clarifying directions in order to do a better job and expressing these in words is called a work summary. I have prepared "How to Write a Property Company's Annual Work Summary" for you. I hope it can help you!

How to write an annual work summary of a property management company

The year **** was an era of rapid economic growth and financial crisis. It was also an extremely extraordinary year for Beverly Garden. In 2017, from the New Year's pipe blockage incident and owners' complaints to the management office's improvement of weak links, it won praise from the owners and truly recorded the hard work of all staff in the management office. The summary is as follows:

1. Due to our unreasonable operations and illegal use by residents, Room 209, Building 13, Fukang Garden Community was flooded with sewage during the New Year period. The sewage extended to the shops on the first floor, causing great harm to the owners and residents. The businesses have suffered a lot of losses, the management office staff are extremely busy, and the owners are full of complaints. With the support of the company and the joint efforts of the staff of the management office, after more than a week of hard work, the matter was finally resolved satisfactorily. The owner also gave cash to the staff of our office to express condolences.

2. Changes in the market environment have led to a shortage of order maintenance personnel in our management office, which has brought challenges to the security prevention of the community. Due to the lack of personnel, the door locks of two households were picked. Although they were not What a loss of valuables, but it illustrates the importance of personnel stability. The management office reported it to the company, and after making corresponding adjustments to wages and personnel, the above-mentioned problems have not occurred in the community so far, ensuring the stability of public security in the community.

3. Dielianhua Western Restaurant has occupied the fire escape of the community for three years, causing owners to complain to the management office, and also causing fire hazards. After many negotiations and adjustments by the management office, the Taking advantage of the opportunity of the law enforcement department's rectification, Dielianhua Western Restaurant successfully returned the fire escape that had been occupied for a long time, and also improved its awareness of fire protection. This move has been well received by the owners and has eliminated safety hazards.

4. There is a shortage of personnel. Merit cannot be selected during recruitment. Some employees are selfish and not of high quality, which has brought some negative effects to the company’s reputation. After communication with the management office and the owner, although it can be obtained I understand, but it is undeniable that this kind of behavior should be stillborn and should not be promoted. Otherwise it will bring a devastating blow to the company. Therefore, our next important task is to strengthen the quality training of employees, improve personal values ??of honor and disgrace, and reflect the true value of property managers.

5. The management office actively responded to the company’s call, formulated a paid service price list, and took the lead in implementing it in Beverly Garden. Although a few owners had different intentions, after communication, they all readily accepted this. A fact. So far it is running well. This move is not to increase the company's income, but to standardize the scope of property management services. Confirmed the respective responsibilities of owners and property management.

6. The community has been established for 8 years, and the underground pipe network is small and easy to get clogged. The management office has followed the operating procedures established years ago. After a year of operation, there have been no problems. , the pipe network is smooth, and it also gives the owners of the community a comfortable and hygienic living environment, which has been well received by the company and owners.

7. Because of the experience of successfully sharing mangoes in XX years, we have been very skillful in the management and sharing of mangoes in the past 10 years, allowing the owners of the community to enjoy their own festivals again - Mango Festival. Watching the owners of the community share the mango feast, we deeply felt that only by sincere dedication can we gain a satisfied smile. The key to the art of property management lies in how we outline it.

8. The roof of the building was in disrepair for a long time, which exposed potential safety hazards. The staff of the management office carried heavy welding machines and climbed up each corridor. After a week of hard work, they finally delineated the roof. A happy ending.

The damage to the east and west gates of the community and the unreasonable original design made the owners of the community suffer from the scorching sun and rain. The management office was determined to improve its weak links and invested a lot of manpower and material resources in reconstruction, turning the previous pass into the current one. Going home also demonstrates the essence of our property company’s service.

9. The access control system of the unit building in the community is a stepping stone between the owners and the management office, and has not been effectively solved for many years. The management office communicated repeatedly with the owners, and most of the owners agreed, and agreed that the management office would take the lead in contacting and developing the access control renovation plan. So far, this project has successfully completed the renovation of two buildings and they are running well after being put into use. The management office paid a return visit to the owners who had installed the equipment, and the reply they got was: "My child went downstairs to press the intercom at 9pm, so that we could listen to the music from the intercom at home. It was so funny." .

Due to the influence of the social environment, the Beverly Garden Management Office has carried out staff reductions in 2010, from the previous 16 people to the current 13 people. This is a challenge for us. The past achievements are there, and we cannot use the reduction of personnel as an excuse to reduce the service quality. This will not be recognized by the owners. After everyone's joint efforts, the answer has been given with practical actions. Cleanliness and sanitation are maintained at the original standards; the security situation is better than last year. There were two security incidents in the whole year and one case was filed. Since there is no investment in greening, it can only be maintained as it is. The owner's complaint rate has been significantly reduced, and the management office's work has become somewhat leisurely.

Part 2 How to write the annual work summary of the property company

1. Daily reception work

Fill in the "Customer Service Department Duty Reception Record" every day and record the owner's calls Respond to complaints and service matters, coordinate the results, provide timely feedback and call back to the owners. The total number has reached thousands.

2. Information release work

This year, our department has issued various written notices to customers more than 20 times. A total of 968 notifications were sent using the SMS mass sender, ensuring that the notifications were timely and detailed, with clear expressions and accurate wording. At the same time, we actively cooperated with the notification content to provide relevant explanations.

3. Handling complaints about missing projects by owners

Before June 18, 20XX, *** issued 86 contact sheets for missing project maintenance work, and the development company’s engineering department completed the maintenance work. 28 copies, with a completion rate of 32. After August 18, *** submitted 40 customer complaint information daily reports and 204 complaint handling forms. The development company's engineering department received 88 repair completion receipts, and the owner's complaint repair repair rate was 43%. Our department received 78 return visits, with a return visit rate of 89% and a satisfaction rate of engineering maintenance of 70%.

IV. Treatment of basement water leakage accidents

On August 4, 20XX, a basement water leakage accident*** caused property losses to 43 owners. Under the command of the company leader, our customer service department immediately contacted the owner and took inventory of the damaged items for him. Afterwards, he actively participated in negotiations with the owner and issued replacement items and trade-in compensation.

5. Survey on home service opinions

While completing their daily work, the staff of our department actively visited the homes of community owners to collect opinions from various customers on the property management process. Opinions and suggestions to continuously improve the service quality and service level of Century Xinzhu Community Property Management.

As of December 19, 20XX, our department conducted a household survey on the owners living in the community, visited 38 households, and issued 38 property service opinion forms. The survey found that the satisfaction rate of community owners for our department's reception work reached 90%, the satisfaction rate for receiving telephone repair reports reached 75%, and the satisfaction rate for return visits reached 80%.

6. Establishing and improving owner files

312 owner files have been completed and updated, and owner electronic files have been continuously supplemented and organized.

7. Assisting government departments in completing the work

Assisting the Sanhe Street Police Station in conducting a census of the owners living in the park.

Processed internal household registration change certificates for 10 owners for household registration transfer procedures.

8. Training and learning work

Under the personal on-site guidance of Manager Yang of the property company, our department has established the most basic image of customer service personnel and the most basic concepts of property management. , to the communication skills of property personnel, to all aspects of property management work, and combined with the comprehensive knowledge of relevant laws and regulations, a more systematic training and study was carried out.

How to write the annual work summary of the third property company

Over the past year, with the care and help of organizations and leaders at all levels of the Real Estate Department. Through unremitting efforts, the management team and all employees of the Property Management Office have achieved the goals set at the beginning of the year. The work of the XX Community Property Management Office in XX is summarized as follows:

1. Operation and management situation

Improve various rules and regulations and establish an internal management mechanism. The management team of the management office always regards improving the level of property services, expanding the scope of services, gradually moving from internal services to external services, and striving to obtain benefits from the market as sustainable development in the future. the only way. To achieve this goal, high-quality service is the fundamental foundation. To this end, based on the principle of seeking truth from facts, we have established a series of rules and regulations that adapt to the needs of market economy development and company development needs, and have increased inspection and implementation efforts. Make all work be carried out steadily with plans, methods, basis and purpose; at the same time, adhere to the principle of "people-oriented, honest service", improve service attitude and improve service quality, "think what the owners think and worry about the owners' needs" "Urgent", all types of service personnel perform their duties conscientiously, are dedicated to their duties, are enthusiastic and proactive, civilized and courteous, fair and honest, handle repair reports and complaints from owners in a timely manner, and safeguard the legitimate rights and interests of owners. A series of service measures have been developed to address the special circumstances of households in subsidence areas.

2. Property management fee collection situation

Describe based on actual situation

3. Specific maintenance work situation

Basic construction in the community In terms of maintenance and maintenance, the maintenance team of the management office actively responds to the guidelines of the management office leaders and the company, works hard to complete every task, and seriously treats temporary problems that arise. In the past year, the maintenance calls from the management office have continued every day. However, the comrades in the maintenance class have always had a fiery heart and have not stopped their work because of vacation, nor because of the hot weather. As for delaying the work process, everyone rushes to the scene as early as possible and completes it conscientiously, regardless of whether they are at work or off work, day or night. New goals, new tasks, and new challenges.

Facing opportunities and challenges, we have reason to believe that with the support, care and help of the company, and through the sincere efforts of all employees, we will work together to forge ahead and forge ahead while following the development of the company. And all employees of the company will receive greater development, realize the optimization of the value of the company and employees, and achieve sustainable development of the company's economy and employees' careers.

Part 4 How to write a summary of the annual work of the property company

20XX has passed in a blink of an eye, and the operating company has overcome many difficulties. Under the complex and changeable market economic conditions, it has withstood severe tests. Over the past year, the managers of Commercial Operation Management Co., Ltd. have boldly pioneered, dared to practice, and worked hard to build a solid development platform, making property management gradually develop towards scientific, normalized, standardized and professional development.

Looking back on the work of the property company over the past year, we can see that there has been dedication, gain, sweat and growth. Since the beginning of the year, the property company has adhered to the core concept of developing and progressing together with the company, and relying on the active investment of all employees, it has carried out various property management tasks in an intense and orderly manner. Through practice and exploration, we innovate work ideas, strengthen internal management, strictly focus on quality services, improve overall quality, and strive to adapt to the development requirements of property management work under the new situation. On the basis of emphasizing "service to a higher level and management to a higher level", through The joint efforts of all employees successfully completed various tasks throughout the year. It laid a solid foundation for subsequent development.

The main work and existing shortcomings in 20XX are now summarized as follows:

1. Completion of daily work target management

(1) On the premise of doing a good job in property management, actively Cooperate with other departments to conscientiously implement and implement the work requirements and deployment of the development company.

Continue to implement and implement the performance appraisal system and the division of job responsibilities and tasks of various types of personnel, continue to adhere to the purpose of "owners first, service first", so that the requirements of "service with a smile and civilized service" are reflected Every employee promotes the advancement of property services and management work. The economic benefits of a property company and its service quality are complementary and inseparable. Good service quality can promote the smooth collection of property fees. On the contrary, it is not true. Effective quality management is a powerful guarantee for improving service quality.

(2) House management is one of the important contents of property management.

In order to do this job well, we have established complete housing management files, formulated a housing management system, compiled a detailed management plan, and assigned responsible persons to conduct regular inspections. There is no damage to the decoration of the residents' houses, the appearance is uniform, there is no behavior that harms the structure of the house, and the vacancy rate is 95%.

To this end, in terms of decoration management work, we have focused on strengthening the following aspects:

1) We have formulated a "Decoration Work Guide" specifically for owners and decoration management, and provided guidance on decoration management. Clear guidelines are provided for the unit's "key parts waterproofing", "fire safety", "water and electricity pipeline direction", "self-use facilities and equipment installation", etc., so that owners and decoration companies can be informed of various management regulations and requirements in advance, and prepare for later management. Be prepared for the work;

2) Strictly control the approval of decoration applications and establish complete decoration management files. All decoration applications must submit the information and drawings specified in the decoration manual, and verify the details in the decoration application. Strictly review the exterior facade and indoor structure, and give approval opinions and suggestions;

3) Establish a decoration inspection sign-in system, arrange for various departments to carry out decoration inspections of decoration units in accordance with regulations, and conduct fire protection inspections Management, illegal decoration, and waterproofing projects are carried out inspection work according to departmental division of labor, and illegal decoration phenomena are nipped in the bud;

4) Regularly organize special inspection and rectification activities for decoration, and conduct inspections and rectification activities that do not meet the requirements of management regulations phenomenon, we made rectifications and carried out re-inspections as planned. This work has been affirmed by most owners.

5) Starting from 20XX, according to the needs of work arrangements, the management office has established a special responsibility system for decoration inspections. This work is organized and implemented by the security team leader. After relevant training and various preparations, it went smoothly It was implemented and achieved good results.

(3) Management of public facilities and equipment

In order to ensure the normal life of the majority of merchants in the park, we have formulated a policy for the management of public facilities and equipment. Complete maintenance, maintenance plans and emergency plans ensure that daily inspections are registered and minor maintenance is recorded. Maintenance calls are answered 24 hours a day, and 17 minor maintenance tasks and 3 emergency maintenance tasks were completed throughout the year, meeting the management requirements of maintenance facilities and equipment in place, timely maintenance, and normal operation.

(4) Greening management

In order to create a beautiful living environment for the owners, we have strictly implemented greening management measures, actively cooperated with the supervision of greening companies, construction and maintenance work, and targeted greening When problems occurred during the construction and maintenance process, the company promptly issued rectification notices and rationalization suggestions to urge them to make rectifications. When greening warning signs were not in place, simple warning signs and fences were made to strengthen greening protection management and make the green space more accessible. There is basically no damage, trampling or public use, and the greening integrity rate is 98.

(5) Management of environmental sanitation

In terms of environmental sanitation, in response to the gradual improvement of the park environment, everyone has worked together to organize regular and irregular cleanings and formulated strict cleaning policies. Procedures and assessment methods, and the decoration waste will be bagged and stacked at fixed points, centralized removal management will be carried out, and the health inspection of the park will be strengthened to ensure that the park is hygienic, clean and beautiful.

(6) Park safety precautions

Park security and fire protection are the top priorities in property management. In order to provide owners with a safe and comfortable living environment, we We have paid close attention to the security and fire management of the park, conducted regular on-the-job training and assessment for security personnel, formulated strict job execution standards, and adhered to the strict implementation of various work procedures, patrols, and patrol systems. The security personnel were required to conduct careful inspections, perform duties in a civilized manner, and provide courteous services. In the early decoration stage, when the number of people entering and exiting was complicated and the hardware facilities were insufficient, they basically completed all the tasks assigned by the company.

1) Continue to implement the pass system for construction personnel, and regularly set posts to clear the decoration units. This has greatly improved the effectiveness of safety management to a certain extent, and at the same time avoided customer complaints caused by delayed decoration , and achieved good results;

2) In order to strengthen the supervision of decoration and transportation and avoid illegal use of elevators to transport decoration materials, the management office has implemented a "deposit management system for decoration and transportation" since 20XX. Since the implementation of the system, the situation of materials staying in public areas overnight, damaging the sanitary environment during transportation, and illegal use of elevators for transportation has been basically eliminated;

3) Strictly implement the access management system for people and items, and construction Personnel enter and exit with certificates, and other personnel must cooperate with the inquiry and registration when entering and exiting. All items taken out of the park can only be released with a "release slip" and after verification. With the strict implementation of these management systems, the safety of the park can be guaranteed;

4) In accordance with the requirements of the fire management system, the Security Department arranges dedicated personnel to conduct special inspections of fire hydrants and fire extinguishers on a monthly basis to ensure that the fire protection equipment is in good condition. At the same time, it also conducts fire extinguisher configuration inspections for operating shops. Currently, All the shops operated have been equipped with fire extinguishers as required;

5) Due to various factors in the early stage, the management of vehicle access in the parking lot was relatively chaotic. The property manager presided over a special rectification work and arranged the implementation of relevant work. Finally, all vehicles entering and exiting have their entry and exit credentials, which greatly improves the safety factor of parking lot management.

2. Existing deficiencies and prospects

Although we have achieved certain results in our work in 20XX, there are still many areas that need to be improved and strengthened.

First, the overall quality of the management staff is not high, their service awareness is not strong, and their ability to actually handle affairs needs to be improved;

Second, there is insufficient communication and understanding with the owners, It should be strengthened in future work.

Third, the management of equipment and facilities needs to be strengthened to ensure the safe and normal operation of facilities and equipment, so as to avoid affecting the normal life of owners and causing owners to be dissatisfied with management services;

Fourth, in terms of security management, there are still situations where personnel’s ideological mentality is unstable and their work performance is seriously lacking. Improvements need to be made in actual work.

In response to the above problems, in the work in 20XX, we will learn from experience and lessons, strive to improve the owner service skills and management level of employees, and do a better job. Comrade Xiaoping once said that "development is the last word." This sentence always encourages property companies to look to the future and pioneer and innovate. Commercial Operations Management Co., Ltd. relies on the strong backing of all employees, does not stick to the old rules, strives to adapt to the increasingly fierce market competition, and strives to establish its own brand position in the property management industry. The year 20XX has come to an end, and the new year 20XX is already in front of us. Looking back on the past, we are full of pride; looking forward to the future, we are full of confidence. In the new year, the property management people will use a more pragmatic style, a more enterprising mind, a fuller enthusiasm, and a higher morale. Under the leadership of the operating company and through the joint efforts of all employees of the property company, Work hard towards the ultimate goal of making the property industry stronger and bigger!