"I originally thought that resolving the bathroom leak from the upstairs neighbor would require multiple trips back and forth between the residents' committee, the homeowners' committee, and the property management. I never expected to only visit one place and have a solution in less than twenty minutes!" In Jinshan, a suburban area of Shanghai, Auntie Zhou from Hengxin Jiayuan could hardly contain her surprise as she recounted her recent experience. A week prior, Auntie Zhou had been troubled by a leak from her upstairs neighbor's bathroom. Bracing herself for a drawn-out process of "running around and doing a lot of talking," she went to the community's new "Three Horses" co-located office. There, she was jointly received by the residents' committee duty officer along with staff from the homeowners' committee and property management. The parties consulted on the spot, divided the tasks, and subsequently helped her coordinate with the upstairs neighbor to resolve the issue. The sheer efficiency of this process led Auntie Zhou to exclaim, "This speed of handling affairs is truly beyond my expectations, thumbs up!"

Hengxin Residential Area is one of the earliest farmer resettlement communities in Jinshan District. In recent years, governance challenges such as aging buildings, insufficient age-friendly facilities, and parking difficulties have become increasingly prominent. In response, the residential area has actively explored a "Three Horses" co-located office model. By integrating their workspaces, they break down barriers between the parties, uniting the "Three Horses" into a single force. Through spatial aggregation and mechanism coupling, they aim to enhance the level of property management in residential communities, creating a new, synergistic, efficient, and precisely serviced engine for community governance.

Previously, the offices of the community's "Three Horses" were scattered: the property management company was in the north, the residents' committee in the center, and the homeowners' committee in the south. Geographical constraints made it inconvenient for residents to report problems or seek help, often requiring visits to multiple offices and repeated explanations. Now, with the "Three Horses" co-located, service efficiency has been significantly "heightened." The residential area implemented a single-office approach, breaking down physical barriers by establishing a co-located office point for the "Three Horses" in the most visible and convenient location within the community, centralizing the offices of the residents' committee, homeowners' committee, and property management company. A "daily duty reception" system was established here, with clear functional zones indoors for reception and consultation, joint meetings, and collaborative mediation, facilitating public inquiries and affairs. Furthermore, the residential area implemented a one-stop order intake system, with staff from the three parties taking rotating shifts to uniformly receive, register, and triage all requests and issues reported by residents, ensuring that "entering one door and finding one person can handle all matters," regardless of whether they involve Party affairs, residential affairs, or property matters. To ensure thorough follow-up, the residential area also clarified "who follows up, what to follow up on, and how to follow up," preventing residents from having to "seek out multiple parties and repeat themselves," and guaranteeing that "every matter receives a response and every issue is properly addressed."

The Hengxin community has been occupied for 20 years, characterized by high population density and diverse service needs. Currently, the residential area focuses on "integration" as its core principle. Addressing common pain points like poor information flow and inefficient processes, they facilitate consensus through multi-party discussions, integrate resources to push projects forward, and combine forces to resolve conflicts, thereby quickly and effectively solving property management issues within the community. Firstly, the residential area actively promotes joint meetings, establishing a "fixed + flexible" joint conference system. Every Monday morning, a "Three Horses" joint meeting is held, led by the residential area's Party organization, to ensure information sharing and coordinate key tasks for the week. For urgent matters or major topics, "special topic discussions" are initiated immediately, allowing representatives from the three parties to fully discuss and make decisions collectively. Grid members are invited as needed, linking forces with public security, urban management law enforcement, police, and other parties to jointly solve community challenges.

Simultaneously, the residential area promotes joint project implementation. For public affairs requiring multi-party participation, such as corridor repairs, road maintenance, adding parking spaces, and garbage sorting, it guides all parties to act according to the negotiated outcomes. Building on the foundation of joint meetings, all involved units can closely cooperate under the arrangement of the leading unit, following assigned divisions of labor, timelines, and standards, forming a mechanism for concerted effort on tough problems. Additionally, by implementing joint conflict mediation, the residential area strives to resolve disputes in their infancy. Recognizing that many community conflicts are related to property management work, the residents' committee also placed its public mediation room within the co-located office. It integrates the mediation capabilities of the residents' committee, homeowners' committee, and legal advisor resources, implementing a system where the first responder takes responsibility, followed by joint assessment and collaborative mediation, promoting the idea that "minor issues don't leave the building corridor, major issues don't leave the community." Currently, the mediation success rate in the residential area exceeds 95%.

Under the leadership of the Hengxin Residential Area Party organization, since the implementation of the "Three Horses" co-located office, a governance model of "Party building leadership + resident self-governance + multi-party collaboration" has been established. This has resulted in a governance landscape where property management is faster and more efficient, the atmosphere of co-governance is increasingly strong, and long-term mechanisms are being soundly developed and improved. People have noticed that problem resolution is now faster. The community has extended the reach of property governance to the building level by establishing a "7818" building group discussion forum, which coordinates with the "Three Horses." The 78 forum members disperse into 13 neighborhood meeting points on the 18th of each month to conduct building-level discussions with residents. Through a mechanism of "residents request - forum assigns tasks - multiple entities accept" and a handling standard of "30-minute response - 48-hour resolution - 7-day follow-up," issues raised by residents receive a rapid response.

Now, the atmosphere of co-governance in the community is also stronger. Since the implementation of the building discussion forums, management systems have become more standardized. Building governance topics are proposed by residents, plans are reviewed democratically, and outcomes are evaluated by the public, achieving full transparency in both the discussion process and the execution results. Furthermore, the community has formed volunteer teams like the "Silver-haired Think Tank." Volunteers directly participate in community-wide initiatives such as garbage sorting and environmental improvement campaigns, motivating their families and neighbors to get involved, fostering a positive atmosphere of "everyone serves, and service is for everyone."

Moreover, the capacity for synchronized action is stronger. Currently, the community has established a positive situation featuring the co-located "Three Horses" office, the extended reach of building-level discussions, and widespread volunteer participation. Through the leadership of Party members, participation of community骨干 (backbones), and coordination from property management, resident participation in community affairs has significantly increased, achieving a state where problems and conflicts are resolved daily and settled monthly. From March to August this year, work orders related to property management decreased by 35% year-on-year and 43.4% month-on-month.

A relevant responsible person from the Hengxin Residential Area stated that in the future, the community will continue to deepen the "Three Horses" co-located office model and leverage platforms like the building-level discussion forums. Through the deep restructuring of governance forces, mechanisms, and resources, they aim to shift property governance from a "reactive" approach to a "proactive" one, continuously enhancing the efficiency and warmth of serving residents over the "last hundred meters."