Performance Standard

Service Level Agreement

Guardian Property Management Limited, established in 1977, providing top quality professional services for our customers who are owners, residents, and users of properties under our management.

Guardian currently manages a wide range of property portfolio including school, residential, commercial, industrial buildings as well as markets, carparks and shopping centres. The portfolio under management at present has a total area of 89 million square feet throughout the Territory.

Delivery of Service

It is our aim to provide efficient and effective service for affect the daily life of our customers or disrupt their normal In other cases, the performance standards as specified in the various areas of service will be complied with. Our Manager will always endeavour to restore the situation to normal within the shortest possible time.

Handling of Enquries, Requests and Service Comments

We attend to all requests and service comment received and take the necessary action with the best of our ability. Straight-forward enquiries and service comment received will be handled instantly. For written enquiries and service comment, an interim reply will be given within seven days and a substantive reply within three weeks.

An acknowledgement card with date and reference number Service Comment Record Book. Customers. In cases where deficiencies and defects adversely activities, immediate action will be taken to rectify the situation.

24-hour Customer Service Centre

A 24-hour Customer Service Centre operates a tele-reporting system which ensures that the estate is properly manned and estate services function normally at all times. Reports of emergencies can be made to the Centre at any time. The Centre despatches experienced technical and engineering staff to attend to emergencies and to carry out urgent repairs within the shortest time. Our 24-hour Customer Service Centre Hotline is 2508 6777. operates a tele-reporting system which ensures that the estate is properly manned and estate services function normally at all times. Reports of emergencies can be made to the Centre at any time. The Centre despatches experienced technical and engineering staff to attend to emergencies and to carry out urgent repairs within the shortest time. Our 24-hour Customer Service Centre Hotline is 2508 6777.

Service Level Benchmark

Lifts, escalators, air-conditioning systems, fire services systems, plumbing and drainage systems, and power supply systems are regularly maintained by experienced maintenance contractors to ensure breakdowns are kept to the minimum. While cleaning and security services are normally contracted out to reliable and reputable companies, regular checks are conducted to ensure good performance.

Comments and Suggestions

Our company welcomes any comments and suggestions on the way in which our services can be improved. A questionnaire survey is conducted annually to collect views from residents. If you feel that your concern has not been dealt with adequately, you may telephone or write to:

Senior Executive Director (Operations)
Savills Guardian Group
7/F., Cityplaza One, 1111 King’s Road,
Taikoo Shing, Hong Kong
Tel: 2512 1838
Fax: 2887 3698
E-mail Address: info@savillsguardian.com.hk
Website: www.savillsguardian.com.hk