Three Summaries of Year-end Work of Property Management

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Cleaning is just a business in the property service management industry. It embodies the clean image of industry units, and also leaves a first impression on the owners and the use of visual senses. As the saying goes: look at the ground through the door, sit down and touch the bench. This is the normal state of people's habitual psychology when checking their health.

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First, clean standardization.

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On the basis of last year, the work content was refined and the big grading standard was strict. Different areas and different parts have specific scoring evaluation. This is convenient for operation and inspection.

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1. According to the standard training, in view of the situation of job rotation and more new employees, the training is conducted by means of regular meeting to talk about theory and on-the-job demonstration. The squad leader teaches by hand, and the skilled workers pass on, help and lead, giving full play to the professional skills of the squad leader and mobilizing the enthusiasm of the skilled workers. In this way, students are easy to accept and master, that is, they improve their skills and narrow the distance between colleagues, killing two birds with one stone and bringing out the best in each other. Strictly control the training, explain the main points of operation, and be diligent and quick (that is, do it diligently and quickly); First rough, then fine, step by step, people walk things clearly (that is, once done thoroughly, people take all the garbage, sundries and tools away).

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2. Do it according to the standard. Divided into two parts, the responsibility lies with people, and the target responsibility letter is signed, so that employees have standards in their hearts, and the daily worksheet is arranged in an orderly manner and operated accurately. Master Zhou is one of the best. The glass door and glass curtain wall in the hall are clean and transparent, and the coffee table and sofa are spotless. Master Yuan carried forward the work style of striving for perfection and cleaned the trash cans on the floor, which was not inferior to men at all and kept the main building clean and tidy.

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Du Ming Building is being renovated now. In the case of small manpower and heavy workload, several masters also consciously take the standard requirements, move closer to the standard, and strive to approach and reach the standard. Their work can only be described as sweeping the floor and mopping the floor with sweat. More importantly, mobilize personnel to take positive actions without complaint. Master Lao Fan's responsibility area is the most thorough and clean at present, and it is a standard model that is difficult to see from the decoration stage.

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3. Check according to the standard. Don't go through the motions in the inspection work. Put an end to chaos, even if problems are found, we should pay attention to the weight of expectations, try not to hurt harmony, and provide assistance in many ways. There is only one purpose, and the standard does not give up. Routine inspection with constant skills is an indispensable measure for cleaning standardization. Only in this way, the fence will not be a dead letter, and the sanitation of the community will win the satisfaction of the owners and users.

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Second, put forward strict requirements for health.

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Creating a sanitary city is an important decision of the municipal party committee and municipal government. Over the past year, we have always tightened this ambition and never dared to relax. The situation in this area has been very good.

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1. The time required by the superior shall be strictly implemented; Do it strictly according to the standard. The cleaning time of the square used to be from 8 am to 8 pm. In order to create sanitation, the relevant departments require us to do a good job of sanitation before 6: 30, and then arrange vehicles. Without increasing the number of staff, the two students were changed to the same class in the morning and afternoon, which extended the class time and met the time requirement of creating health care. Admittedly, although the class time has been shortened, the workload has doubled. However, the two masters accepted the assignment without saying anything. At the same time, it is difficult to see cigarette bands and scraps of paper in the huge square without lowering the standards. On a hot summer day, you sweat on a sunny day and water on a rainy day. In winter, I came to work with stars, street lamps swept the square, and went home with cold wind. It's past supper time. It's not easy every day. It's common and commendable. Their professionalism and fighting spirit are worth learning from our owners.

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2. The superior requires long-term management, and we will do it from beginning to end. From the cognitive point of view, health creation is of great significance. From the perspective of job responsibilities, we are the main force. Yes, we must accept the task, be duty-bound, be inspected at any time, and go all out to do a good job in health creation. In the words of the two masters: What to do when checking, and what to do at ordinary times? As usual. In the process of numerous inspections and unannounced visits, it has also proved one point. The Milky Way is very good, we can rest assured. The leader of the neighborhood Committee said so.

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Third, unite as one and stress righteousness.

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In practical work, we always remind and ask everyone: don't say anything that is not conducive to unity (don't talk about the length of others behind their backs); Don't spread words that are not conducive to unity, don't gossip, and mind your own mouth; Don't do things that are not conducive to unity, especially during duty and in the process of making friends, don't be clever, don't perfunctory, don't fool your companions, and live in harmony. Will be upright, bad style is difficult to exist; Emphasize justice and reduce suspicion. Cohesion of mood and spirit. Take the words of female compatriots as an example: now I am in a good mood and my work has an end. We are willing to suffer a little, and the fees advocated by the leaders are all public. We resolutely obey and are willing to do it. The long-standing practice has been broken, putting an end to the phenomenon that anyone disposes of waste products privately. That is to say, it reduces the psychology of mutual suspicion and intrigue and increases the income. Although insignificant, it embodies a spirit and realm. What is more important is to promote unity and enhance team awareness. Many of the company's surprise missions can come at once, and they are willing to work without complaint.

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Fourth, feeling and helplessness.

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In people's imagination, cleaning is common, but anyone can do it. Others can do it, but not necessarily. According to our standards, we will never do it at the meeting. We should have a process and feel it with our heart. Having said that, some people may think that cleaning is reasonable, so don't sell yourself short. Feeling: Some people don't know how to clean.

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Real estate annual work summary II

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In 20xx, with the strong support of the company's leaders and the unity and cooperation of all departments, and with the hard work of the employees, our customer service department earnestly studied the basic knowledge of property management and job responsibilities, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in time and provided thoughtful services, and fully urged the maintenance and other business services. Complaints and return visits were properly handled, and all the goals and plans formulated at the beginning of the year were successfully completed.

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Up to XX, xx, xx, 3 12 households have gone through the house delivery procedures. There are 17 1 households who have gone through the secondary decoration procedures, 126 households who have gone through the secondary decoration inspection, and 106 households who have gone through the secondary decoration deposit refund procedures. 2 18 registered parking spaces.

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The following is the completion and analysis of important tasks:

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I. Daily reception work

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Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time. The cumulative number has reached thousands.

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Second, the information release work

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This year, our department issued various written notices to customers about 20 times. A total of 968 notifications were sent by SMS group sender, so that the notifications were timely, detailed, clear and accurate, and at the same time, they actively cooperated with the contents of the notifications to make relevant explanations.

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Third, the owner missed the project complaint handling work.

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86 contact sheets of engineering maintenance work were missed before xx, xx, XX, and 28 return visit sheets were completed by the engineering department of the development company, with a completion rate of 32%. /kloc-After August of 0/8, * * * submitted 40 daily reports of customer complaint information and 204 complaint handling forms. The engineering department of the development company completed 88 maintenance replies, and the owner complained that the maintenance rate was 43%. Our department visited 78 times, the return visit rate was 89%, and the satisfaction rate of engineering maintenance was 70%.

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Four, the basement flooding accident treatment work

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20xx x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x * * * * * * * * Under the leadership of the company, our customer service department contacted the owner immediately and counted the damaged items for the owner. After that, we actively participated in the negotiations with the owners and distributed replacement items and offset compensation.

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Verb (abbreviation of verb) Family service opinion survey

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While completing their daily work, employees of our department actively walked into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in residential quarters in the new century.

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As of xx, xx, 20xx, our department visited 38 households in the household survey of residential owners and issued 38 property service opinion forms. According to the survey, the satisfaction rate of community owners to our reception work is 90%, the satisfaction rate of telephone service is 75%, and the satisfaction rate of return visit is 80%.

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Six, establish and improve the owner file work

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3 12 The owner's file was improved and updated, and the owner's electronic file was constantly supplemented.

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Seven, to assist government departments to complete the work.

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Assist Sanhe Street Police Station to conduct a general survey of the owners living in the park.

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Handled the certificate of social household registration change for the owner of 10.

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VIII. Training and learning

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Under the personal on-site guidance of Yang Jingli, a property management company, our department conducted systematic training and learning from the basic image of customer service personnel, the basic concept of property management, the communication skills of property management personnel and all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.

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Department employees are led by a team with insufficient ideological understanding and no passion for work into a team full of hope for the company, the development of the industry and their own growth; Train departmental staff from a blank of property management knowledge to a team with certain common sense of property management.

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The shortcomings, problems and difficulties found in the work are summarized as follows:

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1. Since our department has not received professional training in property management, we still need to systematically learn knowledge about property, and further strengthen our service level and communication skills.

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Second, the owner's follow-up and feedback on various missing projects are not timely enough;

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Third, the timing, methods and methods of collecting property fees are not perfect; When the property fee was due, the owner urged 1 household, but failed to pay 1 household. The prepaid expenses of utilities are less than 49 households owned by the owner, and 7 households have not paid.

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Four, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.

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Five, the customer service work is trivial and complicated, and it is urgent to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.

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Six, the spiritual civilization construction of the community, such as carrying out various forms of publicity and organizing the owners' cultural and recreational activities, has not yet been organized.

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Future work direction and thinking:

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On the basis of doing a good job in charging and daily work, our department will continue to strengthen the training and guidance for employees, further clarify various responsibility systems, strengthen departmental work discipline and service standards, and do all the work in time according to the objectives, budget and work plan.

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First, further refine and clarify the scope and content of work of department employees;

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Second, strengthen training to ensure that the employees of the department are competent for the corresponding posts and continuously improve the service quality;

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Third, strengthen the discipline management of departmental work, so that the work is rigorous and rules-based;

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Fourth, strengthen the follow-up of all kinds of information and working conditions to ensure that all information is smooth and accurate.

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Five, through the department's daily work arrangement and psychological debugging skills learning, create an atmosphere of exercising at work and growing up in exercise, so that the employees of the department have a sense of accomplishment and a sense of accomplishment that is nervous but will not feel too much pressure.

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Six, actively study scientific and formal workflow norms, rational use of advanced management software, improve work efficiency.

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Seven, do a good job in the construction of spiritual civilization in the community, carry out various forms of publicity work, and regularly organize cultural and recreational activities of the owners. At the same time, actively carry out and do a good job in various paid services.

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To sum up, in 20xx, with the full support of the company leaders, the strong cooperation of all departments and the joint efforts of employees, although some achievements have been made, they have not fully met the requirements of the company, and there is still a distance from the advanced property management standards. We will definitely strengthen our study in the future. Under the direct leadership of the manager of the property company, according to the policies and regulations of the state, * * province and * * municipal government on property management and the Temporary Management Statute of New Century Residential District, we will provide standardized, fast and effective services for the owners, do a good job in reception, create a beautiful and comfortable life and leisure atmosphere for the owners, and improve the quality of property services.

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Property 3 annual work summary

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Does the Party Working Committee of xx Street in xx County insist? Let the people live a good life? Work objectives, practice? People's cities are built by the people, and people's cities are for the people? Important ideas, deepening? All positions are over 3.0? On the basis of the renovation of the old residential area of 6.5438+880 million square meters, through the establishment of? Quality drives price, and price feeds back quality? The service concept of guiding property service enterprises to enter? Party construction leads, quality first, price second, price promotes quality, and quality improvement rate? Sustainable management track, a road of property management? The price-quality ratio has increased by three? Effective path, focus on improving the creativity and combat effectiveness of party organizations in innovative community governance.

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Party building leads, unifies thoughts and strengthens the source power of innovation and development.

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Face up to the problem and dare to take responsibility. Since 20xx, the Party Working Committee of xx Street has focused on the masses? Anxiety? Anxiety? And deepen community governance. Push it out? Weekly plan, weekly action, weekly result? what's up Full-time 3.0 weeks turnover? Working mechanism. 20 18 to 2020, a total of 4 1 old residential area 1.88 million square meters will be completed? Weekly turnover? The full coverage of the micro-renewal project has revitalized the use of public revenue funds, effectively improved the quality of life in the community and significantly improved the satisfaction of residents. For further? Let the old community rejuvenate? Let the community environment? Improve quality? Effectiveness of entry? Party construction leads, quality first, price second, price promotes quality, and quality improvement rate? On the track of benign operation and sustainable development, the Street Party Working Committee timely sums up experience and continuously enriches it? All positions are over 3.0? The connotation and extension of management work, and explore how to adjust the price of property fees without direct government intervention. Quality drives price, and price feeds back quality? What is the concept of comprehensive residential property service since 2020? The price-quality ratio has increased by three? Work. Unified thinking and organizational guarantee. In order to further strengthen the role of the general party branch in the comprehensive management of residential areas and strive to enhance the cohesion and influence of grassroots party organizations, the Street Party Working Committee was established. Xx work steering Committee of party construction leading industry Committee? And then what? Street Industry Committee Guidance Service Center? Xx, the industry Committee, will be included in the work pattern of street party building. Further promote cross-appointment, and guide the members of the community party organizations to enter the industry committee through legal procedures. Under the leadership of the party organizations, party member actively understands the concerns of the owners, guides the owners to rationally express their interests and demands, and forms a party organization? What did you do? With the master? What should we do? Always a good model. Cultivate models and take the lead in demonstrating. Starting from 20 18, we will try it out in three communities belonging to Yusi and Dongsi communities, which have a solid foundation of party building, an old community environment and poor management level. Relying on the organizational guarantee of party building in their homes, we will build a platform of * * * * * * * * * * * * *, and join forces with property service enterprises, industry committees and other parties to form a joint force and work hard step by step.

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Improve the mechanism, work hard for a long time, and enhance the competitiveness of innovation and development.

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Continue to exert strength and lay a solid foundation. Improve the quality of property services through continuous rolling, support a number of property enterprises, eliminate a number, and introduce a number to promote the development of the property industry in the jurisdiction. Survival of the fittest? , improve the overall awareness and level of property management and service in residential areas under the jurisdiction of the street. Every year, according to the stages of upgrade evaluation, rectification evaluation, price consultation, summary and consolidation, the service quality of each residential property company is graded according to relevant requirements and standards, and the dynamic ranking of property companies is published every quarter, which creates a strong catching-up learning atmosphere and effectively enhances the pertinence and effectiveness of improving the quality of property services. Systematic exploration and standardized operation. Organized by the Street Party Working Committee? Three-year action to improve the quality of property service in Xx street community? At the mobilization meeting, the "Three-year Action Plan for Improving the Service Quality of Residential Property in xx Street (2020 ~ 2022) and xx Street Residential District" was studied and formulated? The price-quality ratio has increased by three? Work flow ",strengthen the system guarantee, encourage the property service enterprises in the jurisdiction to take the initiative to leap forward, promote the standardization of property services in residential quarters, and strive to realize the old communities in the jurisdiction through three years' efforts? The price-quality ratio has increased by three? The total construction area is 1 10,000 square meters. Adjust dynamically according to local conditions. The street adopts the five-step working method, that is, the first step, combining? Micro-update? Projects, etc. , improve the environment, upgrade hardware, so that residents can see intuitive changes; The second step is that the property service enterprises take the initiative in the previous step and implement it according to the service indicators and requirements promised to residents without raising the property management fee. Quality before price? , constantly improve service and quality; Step 3: After the initial approval of the residents, draw up a plan, negotiate the price increase, sign a new contract, and enter the probation period of price increase; Step 4: Street Housing Management Office takes the lead in setting up a professional third-party working group to evaluate and investigate residents' satisfaction. Promote quality by price? As a result, the price increase of the property service enterprises identified is effective and continues to be maintained, and the original price is maintained without identification; The fifth step is to make dynamic adjustment. Property service enterprises whose quality declines after the price increase will lower their prices or even retire, while the continuous improvement of quality and expansion of service content will promote it? Quality recovery rate? , what else? Small step run? Continue to enter a new round of promotion procedures.

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Gather resources, gather strength, and enhance the combat effectiveness of innovation and development.

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Gather resources and form a joint force. Street Party Working Committee broadens working channels, integrates resources of all parties and improves living environment. For example, two property companies, Dabaishu and Jiangcheng Property, which have the largest residential area in the management area, are encouraged to take the lead, actively improve and strive to maintain the service quality without raising the property management fee, and take out their own funds to renovate and maintain public facilities, and carry out carpet renovation of residential areas, effectively improving the environmental appearance of residential areas and generally improving residents' recognition. Combined implementation? Beautiful home? After the comprehensive renovation project, the environment in some residential areas has been obviously improved. Through a series of measures to benefit the people, such as xx large-scale garbage and construction dump, alleviating the parking problem in the community, pruning trees that disturb the people, etc., we can promote community cooperation and promote community service management. The price-quality ratio has increased by three? . Build a platform and cultivate strength. Relying on the grid-based party building, the Street Party Working Committee builds a working platform for resources, services and management of all parties, and organizes the heads of street community autonomy offices, community management offices, housing management offices, urban traffic management centers, residential areas, property management centers and related social organizations to set up working groups to form professional forces to evaluate residents' satisfaction and inspect and guide the service quality of property service enterprises, so as to promote? Quality-price ratio? Three promotions provide strong support. Pioneers take the lead and enhance their vitality. Street Party Working Committee gives full play to the pioneering role of young party member in community governance and develops young people? Into the property, into the industry Committee, into the community? Work, on the one hand, constantly expand the strength of the new forces of youth. At present, there are 30 young employees in Street 17 property service enterprises and 33 young cadres in neighborhood committees. On the other hand, build a platform and transport resources, such as organization? Youth Council? Let young cadres dare to speak out and form? Youth commando? Let young cadres experience hardships in the front line and increase their talents. With enthusiasm and efficiency, young people have gradually changed the inherent image and working methods of residential property and industry committees, and become the fresh blood and effective force of community governance.

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Has xx Street passed at present? The price-quality ratio has increased by three? Work, the total construction area of the old residential area that successfully realized the price increase reached 350,000 square meters, and the price increase rate was 0. 1 month? 0.4 yuan/m2, and the collection rate of property fees exceeds 95%. The satisfaction rate of residents has risen simultaneously. Since 2020, the jurisdiction? 12345? The property categories involved in the complaint decreased by nearly 20% year-on-year. In the survey of social public satisfaction of property industry in xx county in the first half of 2020, the social satisfaction of property enterprises in xx street ranks first in the whole region, and the satisfaction score of after-sale housing category also ranks first in the whole region. The Street Party Working Committee will also build a joint meeting of residential quarters, a property management center, and? In the house? Do industry committees and salons promote community governance? Three-wheel drive * * * conspired to crack? Property management, garbage sorting, parking difficulty, charging difficulty? And other community governance issues, further straighten out the context of community governance and promote entry? Benign sustainability? The development track of.

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