Service Pledge

Upholding our core value of ‘Customer First’, Sino Property Services puts our customers first, ensuring their needs are attended to with the highest possible level of professionalism.

Customer Service Centre

Particulars / Items	Service Standard
Enquiry Handling
Emergency cases	Respond immediately
Other cases	Respond within 24 hours
Communication with owners
a. Annual Owners Meeting	Conduct annually
b. Meeting minutes	Publish within 28 days after meeting
c. Income & Expenditure reports	Publish monthly
d. Audit reports	Publish annually
e. Visits to customers	Conduct monthly
Customers Satisfaction Survey	Conduct annually
Dry drill	Conduct annually
Repair / Replace of landscape plants	Conduct quarterly

Security Services

Particulars / Items	Service Standard
Response to emergency incidents	Attend the scene within 5 minutes
Random night check	Conduct bi-monthly
Access code for exit	Change every 4 months

Cleaning Services

Particulars / Items	Service Standard
Enquiry on hygiene and cleaning conditions
During office hours	Attend the scene within 15 minutes
Outside office hours	Attend the scene within 30 minutes

Facilities Reliability

Particulars / Items	Service Standard
Passenger lift (Residential)
Passenger trapped	Attend the scene within 5 minutes
No passenger trapped	Attend the scene within 5 minutes
Passenger lift (Non-Residential)
Passenger trapped	Attend the scene within 10 minutes
No passenger trapped	Attend the scene within 10 minutes
Cargo lift (Non-Residential)
Passenger trapped	Attend the scene within 10 minutes
No passenger trapped	Attend the scene within 10 minutes
Escalator	Attend within 1 hour
Water, electricity and central air conditioning system
During office hours	Attend within 15 minutes
Outside office hours	Attend within 60 minutes
CCTV /CABD/ Doorphone system
During office hours	Attend within 15 minutes
Outside office hours	Attend within 60 minutes
Drainage system
During office hours	Attend within 15 minutes
Outside office hours	Attend within 60 minutes

Facilities Maintenance

Particulars / Items	Service Standard
Lift system
Lift machine room	Inspect bi-monthly
Water supplies system
Water pump room	Inspect bi-monthly
Cleaning of water tanks
Fresh water tanks	Clean quarterly
Flushing water tanks	Clean every 6 months
Electricity supply system
Emergency generator	Inspect monthly
Main switch room	Inspect bi-monthly
Comprehensive inspection & maintenance	Conduct every 5 years
Fire services system
General inspection	Conduct quarterly
Comprehensive inspection & maintenance	Conduct annually
Slope
Dry season	Inspect quarterly
Rainy season	Inspect monthly
After typhoon signal no.8 or black storm warning is lowered	Inspect immediately

Carpark Management / Traffic Control

Particulars / Items	Service Standard
Emergency incidents	Attend the scene within 10 minutes
Breakdown of access control system	Release customers within 10 minutes
Monthly parking card application & replacement	Issue within 3 working days

Clubhouse Management

Particulars / Items	Service Standard
Membership card application & replacement	Issue within 3 working days
Recreational activities	Organise quarterly
Laboratory test on swimming pool water quality	Conduct before the opening of swimming pool

Service Pledge

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