Service excellence – Surpassing your expectations

With sincerity and a fervent desire to please, Sino Property Services is strongly committed to putting the "Customer First". This entails placing your satisfaction above all else and making concerted efforts to do our best for you every day.




CUSTOMER SERVICE CENTRE
Particulars / Items Service Standard
Enquiry handling  
Emergency cases To respond immediately
Other cases To respond within 24 hours
Communication with owners  
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
Customer Satisfaction Survey To conduct annually
Dry drill To conduct annually
Repair / Replace of landscape plants To conduct quarterly








  SECURITY SERVICES
Particulars / Items Service Standard
Response to emergency incidents To attend the scene within 5 minutes
Random night check To conduct monthly
Access code for exit To change every 4 months




 




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





 

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




 

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




 




  CARPARK MANAGEMENT / TRAFFIC CONTROL
Particulars / Items Service Standard
Emergency incidents To attend the scene within 10 minutes
Breakdown of access control system To release customers within 10 minutes
Monthly parking card application & replacement To issue within 3 working days




 



  CLUBHOUSE MANAGEMENT
Particulars / Items Service Standard
Membership card application & replacement To issue within 3 working days
Recreational activities To organise quarterly
Laboratory test on swimming pool water quality To conduct before the opening of swimming pool