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  央视网消息(焦点访谈):物业管理的质量直接影响到小区居民的居住体验。但很多人也听到过这样一句话:买房一阵子,物业一辈子。居民想要换物业并不容易。上海康城是上海最大的小区之一,住了近4万人。自从2023年6月物业合同到期后,小区的业主们就一直在为一件事烦恼:究竟是续聘原有物业还是再找一家新物业?如果找,找什么样的?又该怎么找?不久前,结果终于出来了,这也让持续7个月的物业选聘工作尘埃落定。

  3月31日,上海最大的小区之一上海康城举行新老物业交接仪式。这意味着近4万名业主长达7个月的等待终于有了结果。原来为上海康城提供物业服务的是碧桂园盛孚物业,新物业是央企上海招商局物业管理有限公司,它是3月11日通过邀请招标的方式选出来的。

  上海某企业咨询管理有限公司总经理杨莉青:“有5名专家老师进行阅标打分,主要通过暗标加明标双结合综合打分的程序进行打分,总共合计分是100分,其中暗标分数60分,明标总分40分,最终排名靠这两部分最终得分来排序,第一名的就是获胜的那家供应商。”

  2个小时后,结果出来了。央企上海招商局物业管理有限公司成为中标候选人,这也意味着业主们长达7个月的等待终于有了结果。《焦点访谈》从去年9月开始关注上海康城选聘物业一事,回顾整个事情的时间线,可以分为三个阶段:第一阶段,2024年7月至8月,全体业主投票决定是否续聘原物业;第二阶段,2024年9月至2025年1月,制定选聘新物业方案;第三阶段,2025年1月到3月,选聘新物业并启动新老物业交接。首先,让我们了解一下上海康城。

  上海康城是上海最大的小区,占地一平方公里。如果您对这个数字没什么概念,那么我们换一个说法,它有286栋楼,住了将近4万人,甚至连居委会都有4个。正因为面积大人口多,所以,再小的问题如果乘以庞大的人口基数,都会变成大问题。这就是康城面临的现状。

  上海康城始建于1999年,分四期陆续建成。在这个超大型小区里,幼儿园、中小学、超市、卫生院、公交车、银行等配套一应俱全,如同一个复杂的小社会。从2013年起,深圳盛孚物业为小区提供物业服务,2020年被碧桂园收购后继续服务,一直干到今年3月。对它的服务,大家褒贬不一。

  居民们反映的问题,有主观原因,也有客观原因。有些通过提高服务质量可以解决,有些就很困难了,比如停车难。

  小区治理本来就非常复杂琐碎,众口难调,超大型小区更是难上加难,因此即便再小的问题,日积月累也会逐渐成为居民们心中的痛点。去年6月,小区业委会就物业服务做了一次民意调查。

  调查显示,超八成的业主对物业服务不满意。问题主要集中在工程维修、保洁、保安、绿化、客服、维保维修费用支付等几个方面。于是,业委会多次找到物业方希望改善服务。

  事实上,2023年6月,物业服务合同就已经到期了,但由于业委会正处于换届阶段,所以原物业一直处于事实服务状态。在服务没有达到预期,双方沟通效果不佳的情况下,到底要不要换物业成了摆在广大业主面前的一道难题。换还是不换?换物业是大事,搞好了皆大欢喜,搞不好矛盾激化甚至会酿成社会问题。

  上海交通大学国际与公共事务学院教授彭勃:“物业管理是社区治理最重要的问题、基本盘,影响老百姓获得感、满意感和幸福感、安全感很重要的前提因素。”

  按照《民法典》《物业管理条例》等法律法规的规定,换物业必须召开全体业主大会投票表决。但是业委会刚刚成立,13名委员大多没有什么经验,既不知道怎么换,也担心会出现不可预知的状况。

  在这个关键时刻,康城社区党委主动介入,组织专家团队提供政策和法律咨询,确保每一步都合法合规、平稳有序。

  上海市闵行区莘庄镇康城社区党委专职副书记张军萍:“需要有一个把舵,把好大的方向,基层党组织在党建引领下,怎么样指导到位不越位,同时能够进行补位。”

  社区党组织还成立了联席会议机制,每月一次召集物业、业委会、政府职能部门共商社区事务。通过多方协作,逐步解决了换物业过程中的难题。此外,当地房管部门也为业委会提供了具体的专业指导。

  有了社区党组织和政府部门的指导,业委会迈出了第一步。首先,要发放12000多张表决票,一户一票,工作量非常大。为此,业委会组织了500多名志愿者。虽然很累,但为了能有个美好的将来,大家也都毫无怨言。

  上海市律师协会行政法业务研究委员会副主任金缨:“在居民区党组织的带领下,在业主的积极参与下,在法律框架里面开展了相应的工作,保障了居民的知情权、参与权、表达权以及后续监督权的行使。”

  有了这样的基础后,去年8月25日,上海康城召开业主大会,近八成的业主投票同意不续聘原物业。结果出来后,原物业立即采取了一些整改措施。比如,重新任命上海区域负责人,上海康城项目由集团总部直管,针对康城业委会提出的问题尽量去解决。

  尽管服务质量有了一定改善,但是业主大会已经做出决定,不再续聘原物业。接下来,事情转入第二阶段:制定选聘新物业方案。那么,该怎么制定这个方案?这时候社区党组织和政府部门又一次伸出了援手。

  张军萍:“主动搭建平台,让大家在平台里各自发表不同的意见。”

  上海市闵行区莘庄镇社会工作办(房管)康城专管员金子君:“第二阶段,我们通过市、区两级房管局的指导,让物业选聘工作在(市房管局)监管平台上体现出来。”

  在市、区房管局的专业指导下,业委会制定出了通过邀请招标的方式来选聘新物业的方案,随后召开业主大会征求大家的意见。

  物业选聘方案在1月19日的业主大会上获得超过90%以上业主的支持。接下来,事情进入到第三阶段:招标选聘新物业。经业主大会表决,委托第三方组织实施。经过严格筛选后,最终确定四家企业入围。3月11日,通过招标,上海招商积余旗下的招商局物业管理有限公司得分最高被确定为中标企业。

  最后,新老物业公司进行了为期一个月的工作交接。

  从全国来看,小区在换物业过程中出现冲突的不在少数,但上海康城的业主和物业公司通过理性沟通和合法程序,成功避免了冲突,实现了平稳过渡。我们看到,只有充分尊重业主意见,确保选聘过程依法依规公开透明,才能真正实现小区管理的善治。

  上海康城选聘物业之所以受关注,不仅仅因为社区的体量大,更因为反映了当下社区管理的共性问题。通过这个案例,我们看到了居民积极参与,用好法律赋予每个人的权利,用实际行动诠释了“我的社区我做主”的理念。人民城市的主体是人民,社区治理的每一步都应体现人民意愿。只有当每一份诉求都被认真对待,社区才能真正成为居民安居乐业的温馨港湾。

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