When the secretary of the Xiezheng Street Community in Chongqing first entered the JINMAO SERVICES Longyue Community, she was somewhat surprised by the scene before her—this community, delivered ten years ago, is lush with trees and well-maintained facilities, with owners chatting under a pavilion and children playing in the playground. What amazed her even more was that the property fee collection rate here has consistently remained above 91%, and the owner satisfaction rate has reached 86 points, far exceeding those of the surrounding older communities.
The secretary repeatedly emphasized during the interview, "JINMAO SERVICES is not only a provider of basic services but also an important collaborative force in grassroots governance." From managing objects thrown from high places to caring for the elderly, from facility renovations to emotional connections, JINMAO SERVICES has demonstrated over ten years that the long-term value of Property Service lies in forming a "community of shared destiny" with the neighborhood and residents.
Whole-cycle service: from "patching up" to systematic renewal.
Located in the geometric center of Chongqing's five major business circles, the JINMAO SERVICES Longyue project was delivered in phases from 2014 to 2016, and it has been over ten years since. The project covers an area of 0.51 million square meters and consists of a total of 4,378 households, with an occupancy rate of 97%. This is the first project of JINMAO in Chongqing, serving as a "bridgehead" for JINMAO's establishment in Chongqing and layout in the southwest.
Many communities inevitably face some issues like poor living experiences and service deficiencies after running for ten years, but standing at the ten-year delivery mark, JINMAO SERVICES Longyue showcases a different side, relying on the meticulous and attentive service of professional personnel from JINMAO SERVICES across all lines.
In JINMAO SERVICES Longyue, the ten-year-old elevator's failure rate has significantly reduced through "major repair fund maintenance" and professional maintenance every 15 days; the leisure sofas in the lobby have been refurbished while retaining the comfort experienced at delivery.
Project manager Chen Jinrong mentioned, "We have established an 'Equipment Health Archive' to extend the facilities' lifespan through preventive maintenance, such as implementing a three-tier mechanism for daily, weekly, and monthly inspections on elevator operations and maintenance to ensure high-efficiency and safe operation of the equipment, while also using the major repair fund to fully respect the opinions of the majority of owners, reflecting transparent service, and receiving public praise in meetings organized by the streets." Behind this systematic maintenance and recognition is the unique "whole-cycle service model" developed by JINMAO SERVICES—an engineering approach that integrates diagnosis, transformation, and long-term operation.
In early 2025, a special "quality improvement opinion solicitation" took place here. JINMAO SERVICES Longyue launched an open call for opinions regarding the quality improvement of old communities, collecting 482 renovation suggestions through one-on-one owner discussions, covering pain points like broken surveillance, elevator heat retention, and missing trash transfer stations. Ultimately, the installation of high-altitude object surveillance cameras, elevator air curtain installations, and blind spot upgrades for high-risk areas in the park and garage were prioritized.
In terms of customized upgrades, the focus is on equipment renewal and service enhancement. An investment of 0.18 million has been made to replace the plastic flooring in the North District and the leisure sofas in all unit lobbies of the park. A proposal for using public area revenue has been initiated to maintain the newly installed elevator air curtains, high-altitude object-throwing cameras, and upgraded monitoring for high-risk areas in the park and garage. The 'Enterprise WeChat report and payment function' has also been launched, achieving a 30-minute response time for repair requests. Additionally, project manager reception days have been organized to deeply listen to the voices of owners in the park and improve services.
Chen Jinrong pointed at the large screen in the monitoring room and mentioned that this renovation will effectively curb the issue of high-altitude throwing objects and significantly enhance the sense of security for the owners.
Beyond the hard-core upgrade of technology, there is a subtle insight into 'people'. While many communities follow the trend of promoting facial recognition access control, JINMAO SERVICES chooses to retain the traditional access cards. 'There are over a thousand elderly residents in the community who are used to swiping cards, and some do not even own a Smart Phone.' Therefore, the property team visited each household to input facial recognition data for elderly owners while still retaining the card-swiping function. This concept of 'coexistence of new and old' demonstrates JINMAO SERVICES' people-oriented service philosophy, making it key to their operations across cycles.
Cultural warmth: Trust grows in the fragmented mundane.
On January 27, 2025, just before the reunion night of the New Year's Eve. Orderly Ye Xiaolong, who is stationed in the JINMAO LONGYUE park, patrols the area as usual, marking his seventh year in the park. The community is decorated with colorful lights, bustling with activity, and filled with a strong festive atmosphere.
"The sprinkler system burst!" The panicked voice of the duty officer came through the intercom. Ye Xiaolong grabbed the intercom and rushed to the scene. In the cold wind, he saw the fire pipe suddenly burst, and icy, white water poured onto the ground like a rampaging beast. Without a moment's hesitation, he tore off his work jacket and jumped into the freezing water. However, the situation was unusually complex, and following the usual emergency protocols did not effectively resolve the problem. Ye Xiaolong made a decisive call and quickly gathered all duty colleagues to engage in the rescue operation. Leading by example, he unhesitatingly charged once again into the 'water disaster' scene. Under his leadership, team members did not hesitate at all, disregarding the cold water soaking their clothes as they swiftly grabbed buckets, water trucks, and other tools to engage in a tense and fierce 'battle' with the gushing water. This 'battle' lasted all day until night fell again, finally stabilizing the situation.
Orderlies Yang Ju, He Zejian, and Tao Juan have had many experiences in handling emergencies over their 10 years with the company. According to He Zejian, two years ago, a panicked owner rushed to the control room for help, stating that their 5-year-old child had gone missing near the community playground. The JINMAO LONGYUE service team immediately activated their emergency plan and, through a series of inquiries, ultimately helped the owner find their child. 'This experience made me deeply realize that the control room is like the community's 'nerve center'; only with efficient team division of labor and real-time information sharing can we solve problems in urgent moments.' said He Zejian.
In JINMAO SERVICES, similar stories are scattered in every corner. Customer service representative Cao Huilan once responded to a leakage incident in a shop, kneeling in zero-degree icy water for several hours. Eventually, with the 'three early actions' — early activation of the contingency plan, early tracing and locating the source, and early emotional intervention — she was able to resolve disputes in a timely manner and recover losses for the shop owner, who presented her with a banner of gratitude. 'We not only repaired the pipes but also helped the elderly residents upstairs re-install drainage pipes, and later the merchant proactively reduced some compensation.' she recalled. This approach of 'solving the problem first, then discussing responsibility' has fostered a more trustworthy relationship between the owners and the property service.
Ten years ago, when Cao Huilan first took over as the customer service manager at Longyue, she was holding paper work orders and using a button phone, while the garden outside still had bare saplings. Today, the shade from the trees can cover half of the courtyard, and the service tags in the smart work order system have expanded from 'water and electricity maintenance' to 'aging transformation,' 'pet care,' and more. In ten years, Cao Huilan feels that the biggest changes are captured in three 'transformations'—from 'hearing demands' to 'seeing hearts,' from 'linear responses' to 'weaving a warm network,' from 'solving problems' to 'anticipating seasons.' Her ten years at Longyue have documented a clear growth journey, during which her greatest gain is when walking in the park, those who greet her: 'Little Cao, I've made dumplings at home, come pick them up after work!'
In the community served by the JINMAO SERVICES team at Longyue, there are elderly ladies who lack companionship because their children are not around, and elderly individuals living alone who have mobility difficulties. Mr. Yu, who lives in building 10, is one such case; his mother suffers from visual impairments and his father has health issues. Mr. Yu himself works in a Hospital and is extremely busy, resulting in he having relatively little time to accompany his parents. Whenever the two elderly individuals at home need assistance, it is the property staff from JINMAO SERVICES who are running around. Therefore, Mr. Yu often says: 'We really appreciate the care and attention from the property staff for our two elderly family members. Everything from grocery shopping, buying medicine, to paying utility bills relies on their help. They are truly attentive and handle everything with great detail.'
Once, Mr. Yu's mother, Aunt Su, needed to visit a relative at Gele Mountain Sanatorium. Upon learning this, the property staff proactively offered help. They first assisted Aunt Su in selecting gifts for her friend and, knowing her health condition, were concerned about her going alone, so the steward kindly accompanied Aunt Su on the ride, ensuring she reached the sanatorium safely. After the visit, they made sure to return Aunt Su home before leaving with peace of mind. After learning of this, Mr. Yu remarked: 'You are truly considerate, and I am very grateful to you all. With you around, I feel completely at ease and worry-free. Living in a community serviced by JINMAO SERVICES is definitely worth it!'
This warmth has even reshaped the relationship structure within the Community. When the community planned to implement Waste Sorting, JINMAO SERVICES did not simply set up supervisory positions but mobilized party member homeowners to serve as volunteers. 'We combined the Waste Sorting ledger with the interests of the homeowners; pet-owning families were responsible for promoting recyclables, and stay-at-home moms organized eco-friendly craft classes,' recalled the Community Secretary, Xie Zhengjie. The innovative model of government-enterprise cooperation made this community a demonstration point for street Waste Sorting.
Coexistence Ecology: The resilience behind the ten-year report card.
The report card of JINMAO LONGYUE's ten years is filled with significant key data:
97% occupancy rate, 91% collection rate, 86 satisfaction score, and 85% of the team has been employed for more than five years, which is far above the industry average.
Behind these numbers are more touching 'people's stories,' as well as the result of close cooperation among all service lines to build a high-quality service ecosystem.
Financial officer Ran Hongmei has transferred from the front desk for ten years, maintaining a record of "ten years without any errors." During this time, she focused on improving business processing efficiency, took initiative, and actively collaborated to build a dynamic property rights verification mechanism, significantly reducing the system error rate. "Every penny is a trust from the owner, and there is no room for carelessness," she said.
Engineering supervisor Chen Wanquan is called the "old workhorse of the park." Over the past ten years, he has adhered to "preventive maintenance," being the first to propose transforming corridor light switches to infrared sensors, effectively saving energy. "The tree that encompasses embraces grows from the tip of a thread. Community facilities are like old trees; they need careful maintenance bit by bit," he sums up his work philosophy.
In the ten years of practice at JINMAO SERVICES, a clear logic has gradually emerged - property services need to break through the dilemmas of "difficult fees and high costs." To further improve service quality, it is necessary to build an ecological network that collaborates with the government, owners, enterprises, and third-party resources.
This means focusing on property management as the core and linking owners, government, merchants, third-party service agencies, and other stakeholders to create a sustainable development system of resource sharing, shared responsibilities, and co-created values. For example, collaborating with nearby businesses to carry out colorful community cultural activities, working with local government to address grassroots conflict management guided by party building, cooperating with service operator CHINA TELECOM to upgrade all access control Facial Recognition devices in the community, and collaborating with owners to gather opinions on public area income to enhance community Security monitoring facilities, etc. By building a diversified and collaborative ecological network, property enterprises can transform into community operation service providers, using service as a means to implement various business models that genuinely benefit the public, achieving a balance between social and commercial value.
This ecological thinking extends into the commercial sector. Through the "Enjoy Neighbor Rent and Sale" service, the property team assists owners in renting out idle properties. From 2024 to 2025, they facilitated 18 property transactions, generating 0.73 million yuan in revenue. Focusing on local merchants, the Longyue project actively collaborates with businesses to conduct free clinics, knife sharpening, and other convenient services, achieving a win-win for all three parties. During the pandemic, this ability became even more precious, as the property purchased Pharmaceuticals for owners and delivered supplies, and they stood firm in their positions, forming a "dual-line defense" with community grid workers. Xie Zhengjie, the community secretary, mentioned, "During the toughest times, all property personnel halted their breaks to deliver meals to elderly residents living alone and helped care for pets for owners in home isolation. These details made residents truly feel the meaning of 'coexistence.'"
For community secretaries, the significance of JINMAO SERVICES has long surpassed property management, providing replicable experiences for grassroots governance. "They have proven over ten years that grassroots governance cannot rely solely on community self-defense; it needs enterprises to fill the gaps with professional capabilities." She particularly mentioned the collaborative operations during the pandemic - property housekeepers transformed into "temporary grid workers," completing tens of thousands of material deliveries together with the community, which made her profoundly appreciate the power of "coexistence."
The ten years of practice by JINMAO SERVICES also provide a model for the Industry. True long-termism lies not in chasing trends or short-term profits but in embedding services into the fabric of construction, the folds of life, and the gaps in people's hearts. When property management transforms from a "manager" to a "coexistence partner," old communities can break free from the shackles of time.
As Chen Jinrong stated, only by turning owners, property management, and resource parties into a "community of shared interests" can one traverse cycles and truly realize "sustainable buildings and perennial services."
Today, the evolution of JINMAO SERVICES Lingyue has not yet stopped.
Order Ye Xiaolong is still inspecting the corridors late at night, and housekeeper Cao Huilan has added a few new requests to the ledger, while project leader Chen Jinrong is planning a new blueprint for the "Community Micro Retirement" pilot with the community secretary...
This community, delivered ten years ago, seems like an old tree with deep roots, continuously sprouting new buds under the nourishment of time.
