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Service Pledge

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Upholding our ‘Customer First’ core value, we see our customers as top priority and strive to attend to their needs with utmost 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
Customer Satisfaction Surveys
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
Our People

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