Our property management team is responsible for overseeing the daily management of
the facilities in the estates managed by us.
Our property management team is responsible for overseeing the daily management of the facilities in the estates managed by us. Our property and maintenance officers regularly inspect the facilities in the estates with a checklist of items (which include lighting systems, water supply systems, drainage pipes, fire alarm systems, fire extinguishing systems, ventilation systems and lifts) to ensure the proper functioning of the building facilities.
They are also responsible for overseeing the hygiene level of the estate, garbage collection and arrangement of disposal of garbage. Urgent repair work is arranged or directly performed by the maintenance department of our Group or the on-site maintenance team of the relevant property.
Our staff will conduct routine inspection and all defects identified will be reported to our maintenance team for placing orders for rectification. One of the important functions which our property management team performs is to handle emergency situations which pose threats to the safety to the lives and properties of the residents and occupiers. The types of emergency situations include extreme weather conditions such as typhoon, flooding, fire hazard, criminal activities committed in the estates and disruption to public utilities services. We, as a property manager, may take steps to resolve the situations by (i) inspecting and rectifying any minor defects and/or reporting for further follow-up and repair work to be conducted by designated contractors; (ii) carrying out customer services including notification and rendering related assistance; (iii) in case of emergency or accident, evacuating the residents or occupants and informing the police, Fire Services Department or other departments or utility companies; (iv) arranging technicians or relevant contractors to rectify the defects or to resume temporary supply of services; (v) fencing off the affected area and putting up warning notice; and (vi) maintaining order and crowd control. We may need to submit a report to our customers in respect of major accidents with evaluation on the follow-up actions to be taken.
Our property management team monitors renovation and maintenance projects taking place within the area of the estates. We provide complaint and enquiry facilities, handle the residents’ complaints and enquiries as to our services and their living environment including cleanliness of the estate and nuisance from neighbours and maintain registers and records of the complaints received and the follow-up actions taken.
We also provide and maintain a 24-hour centralised control room with security guards on duty, which allows tenants and occupiers to make enquiries, lodge complaints or report to us any emergency matters. All residents complaints are generally handled by property managers and, where appropriate, are reported to district managers.