The community is the living place of urban residents and the basic unit of grass-roots governance. As the big housekeeper of the community, the level of property service greatly affects the happiness of residents' lives and the harmony of grass-roots society. However, in reality, there is no property in the community, or there is a property but it is not qualified to fulfill its responsibilities to varying degrees, and some communities have long been stuck in the difficulty of collecting property fees, and the property and residents have been accusing each other of the deadlock.
The family hospital of Luhe Hospital in Beiyuan Street, Tongzhou District, was also trapped here, but now the residents' attitude towards the property company has taken a big turn - not only willing to buy services, but also to become friends with the staff, what is the enlightenment significance of this case?
From the perspective of governance, the family hospital of Luhe Hospital is a typical hard bone. First, the "age of the hospital" is not small, the property rights are complex, the construction time spans the late 1970s to the early 1990s, and today the family home has become a large miscellaneous hospital. Second, there are many problems, the lack of property, and residents have no history of "spending money to buy services", which has been made up for decades.
Therefore, when the new property first arrived, it was questioned by residents: "The property fee of 1.4 yuan / square meter per month, why charge so much money?" "If you just take the money and don't work, who will I talk to?" Needless to say, according to the ideas of some property companies, it is already good that they are willing to take over this "hot potato", do they still have to do a loss-making transaction? If neither side buddies, the whole situation freezes.
What is valuable is that the property company took a step forward, thought differently, and came up with a set of solutions to win the trust of the people - promising to "taste first and buy later", showing the posture of the service provider; formulating a "people's livelihood list" and going door to door to investigate the needs of the opinions. Residents "order", property "serve dishes", visible and tangible sense of gain dispels suspicion, establishes trust, and gradually guides the governance of the community to embark on a virtuous circle.
In recent years, property management has become a "key little thing" in Beijing. In more than 10,000 communities in the city, the change of property services from scratch and from existence to excellence is taking place. This is the inevitable and refined result of development, and it also reflects the change in our understanding of property. As the residents of the Luhe Hospital Family Hospital said, "When the room was first divided, it was a great joy to be able to get a room and have a house to live in, who cares about the high quality of the environment in the community?" "People's definition of a better life is constantly changing with the stage of social development. The appeal of living and living has always been consistent, but in the past few decades, it is undergoing quality upgrading from "snail dwelling" to "settling down" to "livable".
It is this change in demand that has spawned new issues such as installing elevators, completing parking spaces, and updating facilities in old buildings. This "demand list" is destined to be longer and longer, in this regard, the government department's big package is not scientific or practical, and the property company must play a basic role. It can be said that property management in today's context is moving beyond simple commercial behavior and has public attributes, responding to the needs of the people, participating in grass-roots governance, and becoming an important force supplement for maintaining the "last mile" of the city.
People in various communities are mixed and contradictory, how to break it? The above-mentioned "taste first and buy later" and ask the people for help also provide some enlightenment. For example, the property company must have a correct self-perception - they are "big housekeepers", not "big bosses", since the service is the selling point, it is necessary to come up with the service consciousness of "the customer is God", especially when there is a contradiction with the residents, the property company as an organizational force can not be willful, but should become the starting point of change, at least to the bottom of the basic public services of the community.
For example, property is destined to be a small profit industry, standing firm and looking at the long term, there is a possibility of benign development of diversified operations. Since we want to cultivate deeply, we must be good at communicating with residents, discuss more things, discuss things well, and give residents more "menu-style" choices, as long as they are careful, even complicated work can find the right way. The property and the residents think together, and the strength to go to the same place, both sides can achieve a win-win situation.
Of course, the services of property companies also need to be regulated by external forces representing the public interest. Party building leading grassroots governance is a characteristic of Beijing, and it is also a basic experience for us to promote our work. The Beijing Municipal Property Management Regulations have carried out a series of institutional innovations, which propose to build a property management system under the framework of party building leading community governance, incorporate property management into community governance, and promote the establishment of party organizations in property service enterprises, owners' committees and property management committees. In this way, the party's organizational system and the grass-roots governance system are organically integrated, and the party organization leads various forces to "follow the work", even if it encounters an impasse, there are people who can "take the lead" and dare to "carry things", so that the problem can be broken.
Looking around, in the city's large and small areas, especially in nearly one-third of the old residential areas, the contradiction between property and residents is still quite common. It is hoped that more property companies can take the initiative, and also call on street communities to make full use of institutional tools to supervise properties through party organizations, property management committees, industry committees, etc., so that they can better become service providers that benefit residents and good helpers for government departments.
Living in peace is an important cornerstone of a better life. As China enters the middle and late stages of rapid urbanization development, many "post-90s" and "post-00s" communities have also entered a period of frequent problems. In this context, the importance of property management is increasing day by day. Only by taking more practical and effective measures according to local conditions and establishing a virtuous circle of "property companies provide quality services - community owners live at ease - more residents actively cooperate with property companies", can each community become a harmonious unit of the city.