DB22/T 5133-2022 物业服务标准

吉林省工程建设地方标准
物业服务标准
Standard for property service
DB22/T 5133-2022
主编部门：吉林省建设标准化管理办公室
批准部门：吉林省住房和城乡建设厅
吉林省市场监督管理厅
施行日期：2022 年 12 月 19 日
2022·长 春

内容摘抄：

前 言
根据吉林省住房和城乡建设厅关于下达《2021 年全省工程建设地方标准制定（修订）计划（三）》的通知（吉建标〔2021〕11号）文件要求，编制组经过深入调查研究，认真总结实践经验，参考有关国际标准、国外先进标准及国家现行相关标准，并在广泛征求有关单位意见的基础上，制定本标准。
本标准的主要内容：1 总则；2 术语；3 基本规定；4 查验接收；5 共用部位维护管理；6 共用设施设备维护管理；7 公共卫生保洁服务；8 园林绿化养护；9 公共秩序维护；10 服务检查；11 特别约定。

本标准由吉林省建设标准化管理办公室负责管理，由吉林市物业管理中心负责具体技术内容的解释。
本标准在执行过程中，请各地行业管理部门和相关物业服务人注意总结经验，积累资料，随时将有关意见和建议反馈给吉林省建设标准化管理办公室（地址：长春市民康路 519 号，邮编 130041，Email：jljsbz@126.com），以供今后修订时参考。
本标准主编单位：吉林市物业管理中心
本标准参编单位：吉林市物业管理协会
本标准主要起草人员：谷德军 郎雨春 郭海彬 吕淑 惠运秀英 王春玲 潘宏欣 徐任东
本标准主要审查人员：周 毅 陶乐然 刘善清 臧炜彤 赵 萍 方海英 李海凤

1 总 则
1.0.1 为深入推进物业服务行业高质量发展，提升物业服务水平，满足人民日益增长的美好生活需要，规范和指导物业服务实践活动，制定本标准。
1.0.2 本标准适用于住宅、商务写字楼和办公楼、公众、医院、学校等物业服务。
1.0.3 物业服务除应符合本标准外，尚应符合国家现行有关标准的规定。

2 术 语
2.0.1 物业服务 property service
业主通过自行管理或者共同决定委托物业服务人的形式，对于物业服务区域内的建筑物、构筑物及其配套的设施设备和相关场地进行维修、养护、管理、维护环境卫生和相关秩序的活动。
2.0.2 物业服务区域 property service area
根据物业建设用地规划许可证确定的红线图（建筑区划）范围，结合物业的共用部位、共用设施设备、建筑物规模、社区建设等因素划定的管理和服务区域。
2.0.3 物业服务人 property service provider
包括物业服务企业和其他管理人。
2.0.4 物业服务合同 property service contract
物业服务人在物业服务区域内，为业主（物业使用人）、客户提供建筑物及其附属设施的维修养护、环境卫生和相关秩序的管理维护等物业服务，业主支付物业费的合同。
2.0.5 业主 owner
房屋的所有权人为业主。此外，业主还包括：
1 尚未登记取得所有权，但是基于买卖、赠与等旨在转移所有权的行为已合法占有建筑物专有部分的单位或者个人；
2 因人民法院、仲裁机构的法律文书或者人民政府的征收决定等取得建筑物专有部分所有权的单位或者个人；
3 因继承取得建筑物专有部分所有权的个人；
4 因合法建造取得建筑物专有部分所有权的单位或者个人。
2.0.6 物业使用人 property user
物业的承租人或实际使用人。
2.0.7 客户 client

（略）

3 基本规定
3.1 服务场所
3.1.1 应设置客户接待（物业服务）中心，配置基本办公设备。
3.1.2 在物业服务区域的显要位置应公示物业服务人基础信息、机构设置及人员、物业服务合同约定的服务内容、服务标准和收费标准、服务监督电话和相关规章制度等信息。
3.1.3 在受理报修、求助、咨询、投诉时，记录应清晰、准确，并存档。
3.2 服务人员
3.2.1 物业服务人应根据物业服务区域的具体情况和合同约定，配备充足的服务人员，人员数量应满足日常业务开展需要并能够应对突发情况。
3.2.2 特定岗位服务人员应当取得与本岗位相适应的专业资格证书。项目负责人应从事物业服务工作 1 年以上。
3.2.3 服务人员应统一着装并佩戴企业标志，仪容仪表整洁，用语文明规范，服务耐心热情。
3.2.4 服务人员应基本掌握物业服务相关法律、法规和标准，熟悉所服务的物业服务区域的基本情况，能正确、安全使用相关专用设备。

（略）

4 查验接收
4.0.1 物业服务人在接收物业前，应当与业主、业主委员会、物业管理委员会依据当地行业管理部门的规定和要求完成查验接收工作。查验对象通常应包括但不限于：
1 共用部位：包括建筑物的基础、承重墙体、柱、梁、楼板、屋顶以及外墙、门厅、楼梯间、走廊、楼道、扶手、护栏、电梯井道、架空层及设备间；
2 共用设备：包括电梯、水泵、水箱、防避雷设备、消防设备、楼道灯、电视天线、发电机、变配电设备、智能控制设备、给排水管线、电线、供暖及空调设备；
3 共用设施：包括道路、绿地、人造景观、围墙、大门、信报箱、宣传栏、路灯、排水沟、渠、池、污水井、化粪池、垃圾容器、污水处理设施、机动车（非机动车）停车设施、休闲娱乐设施、消防设施、安防监控设施、人防设施、垃圾转运设施及物业服务用房。

（略）

内容索引：

目 次
1 总 则··························································································1
2 术 语··························································································2
3 基本规定····················································································5
3.1 服务场所 ·············································································5
3.2 服务人员 ·············································································5
3.3 值守·····················································································5
3.4 服务时限 ·············································································6
3.5 档案管理 ·············································································6
3.6 标识管理 ·············································································7
3.7 管理制度 ·············································································7
3.8 专项要求 ·············································································8
4 查验接收····················································································9
5 共用部位维护管理····································································10
5.1 一般规定 ············································································10
5.2 巡检····················································································10
5.3 共用部位管理·····································································10
5.4 共用部位维护·····································································11
6 共用设施设备维护管理····························································12
6.1 一般规定 ············································································12
6.2 道路、停车场(库) ······························································13
6.3 电梯、自动扶梯和自动人行道 ·········································13
6.4 给排水系统 ········································································17
6.5 空调通风系统·····································································18
6.6 供配电系统 ········································································19
6.7 消防系统 ············································································22
6.8 防避雷系统 ········································································29
6.9 人防工程 ············································································29
7 公共卫生保洁服务····································································31
7.1 一般规定 ············································································31
7.2 服务内容与标准·································································31
8 园林绿化养护 ···········································································35
8.1 一般规定 ············································································35
8.2 绿地····················································································35
8.3 园林树木 ············································································36
8.4 花坛····················································································36
8.5 植物、花卉摆设·································································36
9 公共秩序维护 ···········································································38
9.1 一般规定 ············································································38
9.2 组织····················································································38
9.3 巡查····················································································39
9.4 车辆通行、停放·································································39
9.5 消防管理 ············································································40
9.6 秩序监控 ············································································41
9.7 应急处置 ············································································42
9.8 社区警务协作·····································································42
10 服务检查 ·················································································43
10.1 物业自检 ··········································································43
10.2 物业服务评价···································································43
11 特别约定 ·················································································44
11.1 专项服务···········································································44
11.2 特约服务···········································································44
附录 A 住宅物业专项服务标准 ··················································45
附录 B 商务写字楼和办公楼物业专项服务标准 ·······················72
附录 C 公众物业专项服务标准 ··················································90
附录 D 医院物业专项服务标准 ················································105
附录 E 学校物业专项服务标准·················································119
本标准用词说明 ···········································································128
引用标准名录 ···············································································129
附：条文说明 ···············································································131

投稿会员：怪难瘦