Public Rental Housing Tenants
Tenancy Matters
7
Performance Pledges
We will attend to tenants within 7 minutes when they visit our estate office during office hours.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
99.98%
8
Performance Pledges
We will attend to tenants within 18 minutes when they pay rent at our estate office during rent collection service hours.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
99.98%
9
Performance Pledges
(a)
We will refund domestic rental deposit and overpaid rent to ex-tenants within 2 weeks upon receipt of application if adequate information is provided and no outstanding debt is owed to the Housing Authority.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
90%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
94.29%
Performance Pledges
(b)
We will notify tenants of the outcome within 2 weeks upon receipt of application for rent assistance if adequate information is provided.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
99.95%
10
Performance Pledges
(a)
We will provide interim replies for applications relating to change of head of household, special transfer, rent reversion and subsidy for the installation of an emergency alarm within 10 days if required documents are provided.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
100%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
100%
Performance Pledges
(b)
We will provide substantive replies for these applications within 18 days. If we cannot provide a substantive reply within 18 days, we will keep tenants informed of the progress on or before the substantive reply due date and on a monthly basis.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
100%
11
Performance Pledges
(a)
We will attend to complaints about security and cleansing services in the estate within 12 hours of report to the estate office.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
99.88%
Performance Pledges
(b)
We will arrive at the scene within two hours upon receipt of any report relating to rodent issue in estates and follow up appropriately according to situation.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
98.28%
12
Performance Pledges
We will notify PRH tenants of the outcome within 2 weeks upon receipt of their applications for Certificate of Eligibility to Purchase of a Home Ownership Scheme (HOS), Tenants Purchase Scheme (TPS) or Green Form Subsidised Home Ownership Scheme (GSH) flat under the HOS Secondary Market Scheme, subject to the availability of required information.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
90%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
100%
13
Performance Pledges
We will notify PRH tenants of the outcome within 60 days upon receipt of their applications for purchase of their flats in Tenants Purchase Scheme (TPS) estate, subject to the availability of required information.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
100%
Maintenance Matters
14
Maintenance personnel will arrive at the scene for report of lift breakdown:
Performance Pledges
(a)
Within 45 minutes where no trapping of passengers is involved;
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
99.54%
Performance Pledges
(b)
Within 25 minutes if trapping of passengers is involved;
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
99.03%
Performance Pledges
(c)
Have them rescued within 30 minutes of arrival.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
99.81%
15
For sudden interruption of electricity supply:
Performance Pledges
(a)
Estate management personnel will arrive at the scene to attend to the sudden interruption of electricity supply within 15 minutes upon receipt of report to the estate office;
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
99%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
99.90%
Performance Pledges
(b)
Maintenance personnel will arrive within 1 hour for maintenance during office hours;
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
99%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
99.85%
Performance Pledges
(c)
Maintenance personnel will arrive within 2 hours for maintenance after office hours;
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
99%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
100%
Performance Pledges
(d)
Supply will be resumed within 8 hours after inspection for interruption that affects more than one domestic flat and/or the common areas of the domestic block.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
96.55%
16
For sudden interruption of fresh water supply:
Performance Pledges
(a)
Estate management personnel will arrive at the scene to attend to the sudden interruption of fresh water supply within 15 minutes upon receipt of report to the estate office;
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
99%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
99.46%
Performance Pledges
(b)
Maintenance personnel will arrive within 1 hour for maintenance;
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
100%
Performance Pledges
(c)
Supply will be resumed within 9 hours after inspection where no repairs to underground water mains are required.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
96.88%
17
For sudden interruption of flush water supply:
Performance Pledges
(a)
Estate management personnel will arrive at the scene to attend to the sudden interruption of flush water supply within 15 minutes upon receipt of report to the estate office;
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
99%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
99.83%
Performance Pledges
(b)
Maintenance personnel will arrive within 2 hours for maintenance;
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
100%
Performance Pledges
(c)
Supply will be resumed within 20 hours after inspection where no repairs to underground water mains are required.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
100%
18
Performance Pledges
We will arrive at the scene to attend to blockage of drainage in public areas under the HA's care within 15 minutes upon receipt of report to the estate office.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
99%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
99.84%
19
Performance Pledges
We will commence repairs within 12 days upon receipt of tenants' request to the estate office for repairs which the HA is responsible. We will inform tenants of the reasons for the delay within 5 days if longer time is needed to commence works.
(The above repair requests exclude those as mentioned in pledges no. 14 to 18)
(The above repair requests exclude those as mentioned in pledges no. 14 to 18)
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
90%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
99.18%
Tree Management Matters
20
Upon receipt of report of suspected hazard imposed by trees managed by the HA:
Performance Pledges
(a)
We will arrive at the scene within 30 minutes;
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
97.26%
Performance Pledges
(b)
We will cordon off the hazardous zone within 90 minutes of arrival;
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
95%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
97.95%
Performance Pledges
(c)
We will arrange clearing of fallen branches, if any, within 4 hours of arrival;
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
90%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
97.07%
Performance Pledges
(d)
We will conduct an inspection to the condition of the tree in question within 3 days.
Performance Target
(From 1.1.2025 onwards)
(From 1.1.2025 onwards)
90%
Actual Achievements
(1.10.2024-31.12.2024)
(1.10.2024-31.12.2024)
97.98%
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Public Rental Housing ApplicantsPublic Rental Housing TenantsHome Ownership Scheme (HOS) / Tenants Purchase Scheme (TPS) / Green Form Subsidised Home Ownership Scheme (GSH) Flat OwnersCommercial Premises ApplicantsCommercial Premises / Non-domestic Premises TenantsWorks and Services ContractorsGeneral Public