Hong Yip becomes first Q-Mark certified property manager

The Hong Yip Service Company has become the first property management company to receive Q-Mark certification. Hong Yip estates receiving certification at a recent presentation ceremony included Le Sommet, 127 Repulse Bay Road, Wonderland Villas and International Trade Centre. Hong Yip is a member company of Sun Hung Kai Properties (SHKP).

Hong Yip Director & General Manager Alkin Kwong said: "We share SHKP's commitment to 'Building Homes with Heart' and our proactive staff always endeavor to provide quality service. We started an internal quality certification scheme in 2001, aiming to raise both the physical state of properties managed by Hong Yip and the management service to a specified high standard in five years. Receiving Q-Mark certification proves that our service meets the stringent requirements of the Hong Kong Q-Mark Council."

Achieving Q-Mark certification is not an easy task, as companies must undergo a strict and detailed assessment by the Q-Mark Council. The Council requires thorough documentation from companies to ensure that they are complying with their mission and performance pledge. Q-Mark auditors also interview staff to see if they are aware of their company's service quality standards.

After the certification audit, and if the applied service location(s) meets requirement stipulated by the Hong Kong Q-Mark Service Scheme, a certificate will be awarded to the applied locations(s). Such certificate authorises the applicant’s location(s) to use the Q-Mark service logo at their service location(s) as a sign to certify quality excellence as recognised by the Hong Kong Q-Mark Council. Surveillance audits shall be performed on a quarterly basis to ensure quality service is maintained.

Hong Yip has excellent internal monitoring systems to ensure that high service standards are maintained. The company has mystery shoppers doing spot checks in addition to SHKP's monitoring, and senior Hong Yip management visit tenants regularly and listen to their opinions. Hong Yip has had an independent organization conducting annual surveys of residents since 1995, to gauge their satisfaction with management service. Satisfaction levels have risen steadily each year, reaching 97.8% in the last survey. This explains why Hong Yip was the first property management company to receive Q-Mark certification.

The Q-Mark scheme was established in 1978 to raise productivity in Hong Kong, and it is administered by the Q-Mark Council under the auspices of the Federation of Hong Kong Industries. The scheme was expanded last year to include the service sector, and at the same time, Q-Mark certification was introduced. The Hong Yip Properties Agency, a subsidiary of Hong Yip, was the first property agent to receive Q-Mark certification.