Page 79 - 香港房屋委员会年报 Hong Kong Housing Authority Annual Report

附錄
Appendices 77

服務承諾 服務目標 2020年實際成績 *
Performance Pledge Performance Achievement
Target in 2020*
10 (a) 關於更換戶主、特別調遷、交回較低租金、平安鐘安裝津貼的申請，如公屋
住戶提供的資料齊備，我們會在10天內作初步答覆。
We will provide interim replies for applications relating to change of head of household, 100% 100%
special transfer, rent reversion and subsidy for the installation of an emergency alarm
within 10 days if required documents are provided.
(b) 就上述的申請，我們會在18天內給公屋住戶確實答覆。如我們未能在18天內
作出確實答覆，會在作出確實答覆限期前及其後每月告知公屋住戶申請進展。
We will provide substantive replies for these applications within 18 days. If we cannot 95% 100%
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.
11 屋邨辦事處在收到有關屋邨的護衞和清潔服務的投訴後12小時內處理。
We will attend to complaints about security and cleansing services in the estate within 95% 100%
12 hours of report to the estate office.
12 如申請人提供的資料齊備，我們在收到根據「居屋第二市場計劃」提交的「購買資
格證明書」申請，以購買「居者有其屋計劃」（居屋）、「租者置其屋計劃」（租置）
或「綠表置居計劃」（綠置居）的單位，會在2星期內通知申請結果。
We will notify PRH tenants of the outcome within 2 weeks upon receipt of their 90% 94.28%
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.
13 如申請人提供的資料齊備，我們在收到申請購買「租者置其屋計劃」屋邨單位的
申請書後，會在60天內通知申請結果。
We will notify PRH tenants of the outcome within 60 days upon receipt of their applications 95% 99.88%
for purchase of their flats in Tenants Purchase Scheme (TPS) estate, subject to the availability
of required information.
14 升降機發生故障時：
Maintenance personnel will arrive at the scene for report of lift breakdown: 95% 99.73%
(a) 如無人被困，維修人員會在接報後45分鐘內到場；
within 45 minutes where no trapping of passengers is involved;
(b) 如有乘客被困，維修人員會在25分鐘內到場； 95% 99.73%
within 25 minutes if trapping of passengers is involved;
(c) 並於到場後30分鐘內救出被困的乘客。 90% 98.98%
have them rescued within 30 minutes of arrival.
15 遇有突然停電：
For sudden interruption of electricity supply:
(a) 屋邨管理人員會在屋邨辦事處接報後15分鐘內到場處理； 99% 99.99%
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;
(b) 在辦公時間內，維修人員會在1小時內到場維修； 99% 99.85%
Maintenance personnel will arrive within 1 hour for maintenance during office hours;
(c) 在非辦公時間內，維修人員會在2小時內到場維修； 99% 100%
Maintenance personnel will arrive within 2 hours for maintenance after office hours;
(d) 如住宅大廈停電涉及超過一個住宅單位和/或公用地方，供電會在檢查後8小時
內恢復。 95% 100%
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.