In Partnership with our Stakeholders		Informing our Stakeholders
		Participation		Dialogue
		Feedback from Stakeholders		Case Study: Green Delight in Estates

The Housing Authority (HA)'s activities are of interest to a wide range of stakeholders. We have identified our principal stakeholders as those who are an integral part of our operations and play an essential role in meeting our vision for sustainable housing. They are all concerned with how well we fulfill our responsibilities. We have identified our stakeholders as:

• Residents in our estates;
  
• Business partners, including contractors and sub-contractors;
  
• Our staff;
  
• Other government colleagues;
  
• District councils;
  
• Suppliers and subcontractors;
  
• Green groups;
  
• The many organisations that represent society in general – both in the social as well as the environmental sphere;
  
• Educational and professional institutions; and,
  
• The media.

In developing residential projects we acknowledge that we have a responsibility for creating new, and contributing to existing, communities. We also understand that our development projects have an impact on existing and future communities.

The HA places its stakeholders at the very core of its sustainability management. This commitment is strengthened year after year with continuing dialogue and communication with each of our stakeholder groups. Maintaining dialogue with the industry and various community groups keeps us closely involved with society and helps us to understand what is expected of us as a socially responsible organisation. Through active involvement, we can contribute to and work together with communities to further our sustainable practices.

To take account of this, we have built community engagement and consultation into our planning and development processes. We recognize the importance of undertaking a stakeholder needs analysis at the outset of projects and the need for engagement plans to be regularly updated as interests and concerns change.

For the idea of sustainable living to permeate to all levels of the community, the greatest challenge is in instilling a culture of green living in our estates. We have introduced education campaigns and outreach programmes to promote concepts of 'greener' living, such as reducing and sorting waste for recycling, promoting energy and water saving schemes, and avoiding estate hygiene problems.

In this section, we have detailed the opportunities and the challenges HA faces in creating a culture of commitment among employees and communities.

In Partnership with our Stakeholders

Partnerships with our customers, Property Service Agents (PSAs), as well as our other stakeholders are crucial in the delivery of quality services. We therefore maintain an ongoing dialogue with the property management and maintenance industries such as the Hong Kong Association of Property Services Agents and Hong Kong Federation of Electrical and Mechanical Contractors.  These regular meetings provide a platform for information exchange on a spectrum of issues from ranging from government policies to trade practices and market developments.  This also means that the industry is consulted on our policy developments and that we are able to work together on the best methods for service delivery.

We also invite our property service agents and relevant maintenance contractors to attend Estate Management Advisory Committee meetings so that the Housing Authority (HA), service agents, contractors and tenants can work together in harmony for the better management of our estates.  PSAs and contractors are also invited to HA training workshops and seminars related to estate management, technical and site safety matters.

To assist in the development of more professional services, we collaborated with the Hong Kong Polytechnic University to run a part-time Certificate Course in Public Housing Agency Management.  We sponsor half the course's tuition fees for 475 property officers nominated by PSAs to encourage PSA staff to participate in the programme.

Providing recognition for outstanding achievements among our partners, we held the Quality Public Housing Construction and Maintenance Award for the fourth year running.  Awards were presented for quality work, environmental protection, occupational safety and health, ethics and integrity, partnership and customer activities.

	Quality Public Housing Construction and Maintenance Award

Informing our Stakeholders

Effective communications play an essential role in fostering awareness and understanding of our activities among the general public.  As such, a planned, sustained and proactive publicity programme helps strengthen the connection between the Housing Authority (HA) and the communities we serve.

Estate Management Advisory Committee Newsletter
Information on the Housing Channel is supplemented by publications, videos and other printed materials.  Keeping our two million tenants updated on important housing matters and local estate news, some 270 issues of the half-yearly Estate Management Advisory Committee Newsletter have been produced so far.  They are distributed directly to each household to update residents on important housing issues and estate news.  In November 2006, we extended this service enabling tenants who are visually impaired to gain access to this information via an enquiry hotline.  Tenants can access the hotline for recordings of both current and previous issues of the newsletter. 

Fire Safety Awareness Events
Fire safety is a major priority in our activities.  We actively spread the fire safety message through fire drills and publicity programmes including a Fire Safety Quiz Game as well as Estate Fire Safety Fun Filled Shows, organized jointly with a local radio station.  Under these programmes, tenants are encouraged to take care of and learn how to use fire services installations.

These activities are reaping positive results.  A survey of 1 500 tenants during the year showed that safety awareness is extremely high.  More than 80% of the respondents were satisfied or very satisfied with fire safety standards in our estates, 94% knew that smoke doors should always be kept closed and nearly everyone interviewed knew that lifts should not be used to escape from a fire.

Maintenance Education Path and Mobile Maintenance Education Booths
In an effort to encourage tenants to take care of their homes and to report defects, we have set up Maintenance Education Path and Mobile Maintenance Education Booths in 20 PRH estates.  More than 6 000 visitors were received in 2006/07.  We have also arranged widespread publicity both in hardcopy and electronic forms to promote our tenants' understanding and cooperation at the outset.  A maintenance hotline was also established, providing a one-stop service to report defects and make service appointments.

Informing our Staff & Contractors

Online Newsletters
Our bi-weekly online newsletter, Housing Dimensions, keeps our staff and other stakeholders informed of our many activities and major developments while also covering issues of interest to staff.  During the year, 24 issues were produced, providing a wealth of information on our activities. This electronic newsletter also serves to enhance the transparency of our organization as members of the public can log on freely to view these stories.  We maintain a number of avenues for staff members to conveniently send in their feedback.  Suggestion boxes are placed in office premises and our website and Intranet also feature feedback collection functionalities.  

Safety Training
It is also important that we enlist the participation of key players and stakeholders in safety promotion, publicity, and training events.  For New Works contractors and project staff, we organized a series of safety seminars and safety alert sessions in 2006/07 with over 300 participants, in conjunction with Occupational Safety and Health Council (OSHC), Labour Department and Buildings Department.  We also conducted briefing sessions in January 2007 for over 500 participants comprising New Works contractors, sub-contractors, independent safety auditors and project teams when we launched the system enhancements on HA Safety Audit Scheme and the revised Pay for Safety items.

As for Maintenance Works, we arranged a seminar in conjunction with the Labour Department in October 2006, with about 150 participants, sharing experience with our staff and maintenance contractors on safety measures on truss out scaffolding and working at height.  We also participated in a seminar organized by Hong Kong Construction Association in November 2006 with about 250 participants, sharing experiences on various safety measures on maintenance contracts.  With the support of the OSHC, we have arranged a series of experience sharing seminars for maintenance contractors /services providers and our staff with about 900 participants, providing useful tips for risk management, and accident prevention.  In collaboration with industry stakeholders, we issued a safety booklet Maintenance, Improvement and Estate Management for frontline site workers and HA staff.

• Waste separation at source in PRH Estates;
• Various waste separation measures;
• Experience of Sau Mau Ping Estate in promoting waste separation at source; and
• Study tour to Taiwan on waste management measures.

	The Green Corner educating the public on environmental issues

Housing Authority / Housing Department Website
We have continued to enhance the HA/HD website and provided more user friendly information tools, richer content, easier access as well as better e-services to the public.  Currently the website consists of about 20 000 content pages in both Chinese and English versions catering for every stakeholder interest.  A diverse range of e-initiatives and services is also provided, including electronic forms and online service enquiries.  Most importantly, the website serves as an invaluable source of information (in both text and videos) in our key sales and marketing exercises.  For example, detailed information on the 2007 Phase I Sale of Surplus HOS Flats was placed on the website to provide easy and open access for public review. On average, our website receives 3 million hits per month.

A mini website called "Environmental Estates" was launched in October 2006 to promote greater understanding of our green initiatives.  The website provides tips on green living and information on our educational and publicity programmes for estate residents.

Participation

The EMAC decentralises estate management to the local level, aims to help enhance the communication between tenants and the management, and encourage tenants' participation in estate matters.

	An Estate Management Advisory Committee Meeting

Community Workshops on Design and Planning of Estates
We have a long-standing practice of engaging the local community and consulting various concern groups in the early stages of the design and development of our estates. Community workshops, for example, were held in Ma Hang during 2006/07 to collect public views and engage the community not only in the design and planning of the project but also the facilities they would like to see in their community.

	Local residents participating in Action Seeding

Local residents and school pupils participate in planting seedlings and nursing green plants for 14 housing estates which are scheduled for completion in the coming two years.  Through EMACs, local schools and community organisations, seedling plants will be given out by the Housing Authority (HA) and its building contractors to participants who will nurture the plants at home until they are fit for transplanting into the planters of the new estates.

	School pupils participating in planting seedlings and nursing plants

We believe that apart from creating a greener and more pleasant environment, the programme will also help foster a greater sense of belonging among the residents and the community. Furthermore, it will provide an opportunity for our contractors to play their part in greening and environmental protection.

Tree Planting Days
Every year, the Horticulture Team of the Housing Department (HD) organises tree planting days in selected housing estates to raise the awareness and interests of residents in estate greening.  The first Tree Planting Day of this year was held in Sha Kok Estate on 10 June 2006, at which some Wodyetia bifurcata and hundreds of colourful seasonal flowers were planted to enhance the natural environment.  Another Tree Planting Day was held in Shun Tin Estate on 22 July 2006 at which some Podocarpus macrophyllus and hundreds of Clerodendrum thomsonae shrubs were planted.  Another was held at Wah Fu (II) Estate in September 2006.  Among the participants were members of EMAC and representatives from local organizations and the HD.

	Residents Actively Participating in a Tree Planting Day in an Estate

Programme on Source Separation of Waste
The HA has been implementing the Programme on At-Source Separation of Waste in 30 estates every year, to promote environmental awareness among tenants, expand the categories of recyclables, increase the recycling rate of domestic waste, and encourage separation of recyclables in order to facilitate collection by the cleaning workers.  So far, 90 estates have participated in the Programme and we will extend it to all housing estates throughout the territory as soon as possible so as to enhance the recovery rate of domestic waste.  The ultimate aim is to help reduce the amont of waste being disposed of at landfill sites.

A competition was organized to encourage participating estates to adopt a waste separation mode that suits them best in terms of convenience and cost-effectiveness.  The assessment criteria included overall recovery arrangement, performance of the management team, tenants' participation, recovery rate and cost-effectiveness.  The winning estates were presented with awards in a ceremony held on 1 April 2006.

	Forum on Source Separation of Waste cum Award Presentation Ceremony

Moon-Cake Box Recycling Campaign
The HA once again joined hands with Friends of the Earth (HK) to promote the collection of moon-cake boxes for recycling. Large collection bins were placed in Public Rental Housing estates for both residential and commercial tenants to drop in their unwanted moon-cake boxes. Some of the boxes collected were used to form a jumbo domino at the finale of the campaign to arouse public concern over environmental protection.

	Collection of Moon-Cake Box for recycling at Lei Yue Mun Estate

Public Art
Various initiatives help to drive a sense of community and feeling of ownership and belonging in their home estates.  One such example is the incorporation of community contributions into design elements within estates through the painting of wall murals.  Currently there are 12 wall murals in 11 of our estates.  The latest, unveiled at Yau Tong Estate in November 2006, amalgamated the 25 winning entries in the estate's "Lets Give Yau Tong a New Look" mural design competition.  The 26 metres long by four metres wide mural was painted by more than 50 people to showcase the community's visions for sustainability and harmony.

	Wall murals painted by 50 people at Yau Tong Phase 1 showing their visions on sustainability

The use of art is not limited to murals and paintings.  In 2002, 16 sculptures were placed on display amidst garden paths around Yat Tung Estate with the opening of the first phase of the Tung Chung Artwalk, a joint collaboration between the HA and the Leisure and Cultural Services Department.  26 artworks were selected from 316 outstanding submissions in a competition celebrating the modern face of Hong Kong's heritage.  The second phase, consisting of the final 10 art items, were added to the art trail in November 2006.  Many of the artists' submissions take inspiration from Tung Chung's history and heritage, and reflect the traditions of the former fishing village.  The art trail is open to the public all year round.  It helps provide a richer and more rewarding living environment and act as a platform for art to flourish into the future.

Volunteers for Seniors Day
With 406 900 senior citizens, aged 60 or above, living in our public housing estates, we held a number of activities to promote healthy aging and to support and improve the quality of life for this very large, and often disadvantaged, group of residents. In conjunction with HOPE Worldwide, we once again organised the Volunteers for Seniors Day in January 2007. Taking a positive step forward this year, the programme expanded from a one-day event into a year-round programme. Volunteers carried out assessments of the homes of elderly residents in 14 estates in Kowloon, seeking to improve safety and prevent accidents. The volunteers also help single elderly tenants with cleaning, small scale decoration work, and repairs.

Other Activities
In addition to these activities, we supported the Government's and Hong Kong's green groups initiatives for a happy and healthy lifestyle. We participated in the Green Carnival, the Hong Kong's Tree Planting Day, the Hong Kong Flower Show, as well as the Electrical and Mechanical Services Department's Safety Carnival.

Dialogue


Domestic Rent Policy Consultation
A three-month public consultation on the review of our domestic rent policy ended in June 2006. The review was to develop a rent policy that would be more flexible, establish a closer link with tenants' affordability and help to promote the long-term sustainability of the public housing programme.

Site Safety Dialogue with Subcontractors
Understanding that site safety depends very much on the cooperation of our business partners, we established the Housing Department Site Safety Sub-committee (HDSSSC) in 2006 with the participation of the government, contractors' associations, worker unions and other related organizations to foster a greater focus on safety. Meetings with stakeholders are held at six monthly intervals to review site safety measures and are tasked with the job of reviewing and advising on site safety management measures on all Housing Authority (HA) construction and maintenance contracts. The first HDSSSC meeting was held in November 2006 with over 30 participants. A comprehensive range of issues have been discussed and action plans drawn up, including:

• Contract Provisions;
• Incentives and Sanctions; and
• Research, Training and Promotion.

The HA continues to participate in territory-wide safety campaigns to raise safety awareness, foster a positive safety culture and adopt safe working practices.  We take pride in the awards and commendations won by our contractors in site safety contests.  

The HA has set up a site safety forum for New Works contracts, Maintenance Works contracts, Property Services Agents contracts and Cleansing contracts.

	A Project Partnering Workshop

Staff Consultation
In 2006/07, five departmental consultative committees provided a formal forum for discussion and consultation between the Housing Department management and staff on matters of mutual concern through 24 meetings.  Keeping our open door policy, which ensures any employee can express concerns to or receive guidance from any manager, we conducted a number of focus group discussions, goodwill visits, counselling sessions, interviews, meetings and tea receptions with staff unions to foster greater understanding with our staff.

Feedback from Stakeholders


We believe that people do their best when they feel pride in their contributions, when they are treated with dignity, and when their talents are encouraged to flourish in an environment that embraces two-way communications. With around 8 700 employees and about 2 million tenants, equal opportunities and understanding is a hallmark of Housing Authority (HA)'s culture – we know that our ability to improve as an organization is directly tied to feedback. It reflects a mindset of inclusiveness, respect, and cooperation – a core value that drives our relationships with employees, tenants, business partners, and communities.

Feedback Mechanisms for Tenants

Telephone Hotline
In 2006/07, our hotline answered 1.057 million call enquiries, or an average 2 894 calls a day, or over 2 calls per minute.  Although the majority of these calls were answered by the automatic phone system, our representatives of the Housing Department Integrated Communications Centre also worked around the clock to meet the demands.  Apart from telephone calls, the Centre also handled on average 179 faxes and emails per day, or in total 65 000 per year.

In addition to these activities, a new Public Rental Housing (PRH) Maintenance Hotline, facilitating the implementation of our Total Maintenance Scheme, was also introduced in July 2006 to answer enquires on the scheme.  The Sales Hotline, supporting the Sales of Surplus Home Ownership Scheme Flats, was launched in January 2007.  By the end of March 2007, it had answered 74 800 calls, an average of 830 calls per day.

Complaints and Requests Management System
The Complaints and Requests Management System (CRMS) provides online registration, referral, handling and monitoring for complaints and enquires on an integrated computer platform.  With some 3 000 users, the system has streamlined complaint handling procedures and expedited responses to complaints.  It also generates statistical data, thus provides reports showing the number, pattern and trend of complaints.  During the year, a total of 3 041 complaints and 22 785 enquiries were received and processed by CRMS.

Tenants Satisfaction Surveys
We conduct regular surveys to gauge our tenants' views on estate management.  We conduct various customer satisfaction surveys and other ad-hoc surveys to tenants on issues such as domestic block and flat designs.  We also undertake regular Housing Return Surveys.  Alternatively, tenants may bring forward their views to Estate Management Advisory Committees or local District Councils from which the views and suggestions are dealt with efficiently.

Findings of the Housing Department (HD)'s Public Housing Recurrent Survey 2006 showed that satisfaction levels of PRH households towards estate management services reached the highest levels.  81.4% of the residents were also satisfied with the planning and design of the estate as a whole on newly completed projects in the Resident Survey.

Our customer satisfaction survey, analysed in October 2006, showed that 86.7% of respondents, living in the five PRH estates with the TMS programmes scheduled for completion by March 2007, considered the TMS either satisfactory or highly satisfactory.  The average flat entry rate for ambassadors was in the 80–90% range.

Staff Suggestion Scheme
Formal mechanisms, like our Staff Suggestion Scheme (SSS), are also in place.  The SSS is designed to encourage employees to identify areas of concern so that improvements may be made.  For those constructive inputs for improvements that are subsequently put into practice, corresponding employees are rewarded.  Communications channels include Feedback Boxes placed in office premises and HD Intranet.  In 2006/07, we received 61 suggestions through these channels.

With the aim of raising environmental awareness of Public Rental Housing (PRH) tenants through sustained and in-depth educational activities at the community level, we launched, in collaboration with three local green groups, namely, the Conservancy Association, Friends of the Earth (HK) and Green Power, a long-term community environmental programme 'Green Delight in Estates' in 2005 across 30 estates.  In October 2006, the second phase of the programme was rolled out across a further 30 estates, including the following activities:

• A workshop was held in October 2006, where the three co-organising green groups shared with the Housing Department's estate management staff and members of the Estate Management Advisory Committee their knowledge and experience in promoting environmental protection and green living.
• A Recycling Day was held in over 150 PRH estates between October and November 2006, where tenants were encouraged to support waste separation at source and shown how to separate various kinds of unwanted household items for recycling.

	Launching of the Recycling Day

• Some 300 young PRH tenants have been recruited as Green Estate Ambassadors.  We have adopted a train-the-trainer educational approach with our Green Estate Ambassadors, who were properly trained on environmental protection concepts and were sent off to disseminate and promote green messages in housing estates. 
  
  



	Training Workshop for Our Green Estate Ambassadors





• In-depth Environmental Education Programme
• Like 2005/06, each of the three green groups carried out their own unique education activities in selected housing estates, aiming to strengthen tenants' awareness in environmental protection. Thirty PRH estates took part in the programme last year.

According to the findings of a survey conducted by the Chinese University of Hong Kong, the residents have become more conscious of a green living after having participated in activities under the first phase of the Green Delight programme.  Among those tenants of the participating estates, 72% had considered themselves becoming more knowledgeable about environmental issues.  The corresponding percentage for tenants from housing estates not taking part in the programme was only 67%.

	Informative signs educate people about the local wildlife

	Wildlife flourishing in the green areas of estates

Green Delight in Estates will eventually be rolled out to all public housing estates.