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.

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 |

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 |

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 |

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 |

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 |

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 |

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 |