1. What is GB/T 20647?

GB/T 20647 is the general number of the Chinese national standard Community Service Guidelines. It was issued in 2006 and implemented on June 1, 2007. It is divided into 9 parts and provides unified norms and quality guidelines for various types of community services. It is under the jurisdiction of the Standardization Administration of China and is currently in effect.

2. Core Certification Indicators of GB/T 20647 for Property Services:

(1) Basic Management Indicators

• The property service enterprise must possess legal qualifications and establish sound system documents for quality management, environmental management, safety management, etc.

• Publicly disclose service content, charging standards, and job responsibilities, with a service commitment fulfillment rate ≥ 98%.

• Standardized file management, with complete and traceable owner information, property files, maintenance records, etc., and a 100% timely update rate.

(2) Building and Facility Maintenance Indicators

• Building structure: Regularly inspect the roof, exterior walls, corridors, etc., with a maintenance timeliness rate ≥ 95% and a 100% pass rate.

• Common facilities: Elevators, fire protection, water supply and drainage, power supply, security, and other equipment must undergo regular inspection and maintenance, with a good condition rate ≥ 98% and a normal operation rate ≥ 99%; the annual elevator inspection pass rate is 100%.

(3) Public Order Maintenance Indicators

• Equipped with professional security personnel for 24-hour patrol and duty, with an emergency response time ≤ 5 minutes and a 100% handling rate.

• Standardized vehicle parking management, reasonable parking space planning, and an occupancy violation rate ≤ 2%.

• Full coverage of the monitoring system, video retention time ≥ 30 days, and 100% equipment availability.

(4) Environmental Sanitation Management Indicators

• Public areas are cleaned ≥ once a day, garbage is collected and removed daily with a 100% removal rate.

• Timely greening maintenance, with a plant survival rate ≥ 95% and no large-scale withering or pest infestation.

• Sewage and waste disposal meet environmental protection requirements, with a 100% sanitation compliance rate.

(5) Customer Service Indicators

• Establish a 24-hour service hotline, with a complaint response time ≤ 1 hour, a handling time limit ≤ 48 hours, a 100% follow-up rate, and a satisfaction rate ≥ 90%.

• Regularly conduct owner satisfaction surveys at least once a year, with a problem rectification rate ≥ 95%.

• Organize community cultural activities at least twice a year to enhance owners’ sense of belonging.

(6) Emergency Management Indicators

• Formulate emergency plans for fire, flood control, elevator entrapment, etc., and organize drills at least twice a year.

• Equipped with emergency supplies and regularly inspected and updated, with clear division of labor among emergency team members and standardized handling procedures.

• No major safety liability accidents shall occur.