Service Pledge

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