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CUSTOMER SERVICE CENTRE
| Particulars / Items |
Service Standard |
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| Enquiry handling |
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| Emergency cases |
To response immediately |
| Other cases |
To reply within 3 working days |
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| Communication with owners |
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| a. Annual Owners Meeting |
To conduct annually |
| b. Meeting minutes |
To publish within 28 days after meeting |
| c. Income & Expenditure reports |
To publish monthly |
| d. Audit reports |
To publish annually |
| e. Visits to customers |
To conduct monthly |
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| Customer Satisfaction Survey |
To conduct annually |
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| Dry drill |
To conduct annually |
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| Repair / Replace of landscape plants |
To conduct quarterly |
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SECURITY SERVICES
| Particulars / Items |
Service Standard |
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| Response to emergency incidents |
To arrive at scene within 10 minutes |
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| Random night check |
To conduct monthly |
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| Access code for exit |
To change every 4 months |
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CLEANING SERVICES
| Particulars / Items |
Service Standard |
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| Enquiry on hygiene and cleaning conditions |
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| During office hours |
To response and handle within 30 minutes |
| Outside office hours |
To response and handle within 60 minutes |
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FACILITIES RELIABILITY
| Particulars / Items |
Service Standard |
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| Lift |
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| Passengers trapped |
To rescue within 30 minutes |
| No passenger trapped |
To repair within 1 hour |
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| Escalator |
To repair within 1 hour
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| Water, electricity and central air conditioning system |
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| During office hours |
To repair within 15 minutes |
| Outside office hours |
To repair within 60 minutes |
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| CCTV /CABD/ Doorphone system |
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| During office hours |
To repair within 15 minutes |
| Outside office hours |
To repair within 60 minutes |
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| Drainage system |
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| During office hours |
To repair within 15 minutes |
| Outside office hours |
To repair within 60 minutes |
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FACILITIES MAINTENANCE
| Particulars / Items |
Service Standard |
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| Lift system |
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| Lift machine room |
To inspect bi-monthly |
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| Water supplies system |
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| Water pump room |
To inspect bi-monthly |
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| Cleaning of water tanks |
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| Fresh water tanks |
To clean quarterly |
| Flushing water tanks |
To clean bi-annually |
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| Electricity supply system |
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| Emergency generator |
To inspect monthly |
| Main switch room |
To inspect bi-monthly |
| Comprehensive inspection & maintenance |
To conduct every 5 years |
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| Fire services system |
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| General inspection |
To conduct quarterly |
| Comprehensive inspection & maintenance |
To conduct annually |
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| Slope |
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| Dry season |
To inspect quarterly |
| Rainy season |
To inspect monthly |
| After typhoon signal no.8 or black storm warning is lowered |
To inspect immediately |
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CARPARK MANAGEMENT / TRAFFIC CONTROL
| Particulars / Items |
Service Standard |
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| Emergency incidents |
To arrive at scene within 10 minutes |
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| Breakdown of access control system |
To release customers within 10 minutes |
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| Monthly parking card application & replacement |
To issue within 3 working days |
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CLUBHOUSE MANAGEMENT
| Particulars / Items |
Service Standard |
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| Membership card application & replacement |
To issue within 3 working days |
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| Recreational activities |
To organise quarterly |
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| Laboratory test on swimming pool water quality |
To conduct before the opening of swimming pool |
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