The Office of the Ombudsman announced the conclusion of a direct investigation focused on the Housing Department (HD)’s management of air-conditioner dripping in public housing estates, presenting a total of 15 major improvement recommendations.
The report applauded the HD’s success in implementing the air-conditioner drain-pipe installation project as well as establishing related offenses in the Estate Management Enforcement Marking Scheme which saw complaints reduced from 18,900 in 2005 to just about an average 1,300 annually between 2022 and 2024, a whopping 93 percent drop. The watchdog stated that it “merits recognition and appreciation.”
Among the 195 public housing estates under the Housing Authority (HA), it is stated that about two-thirds are outsourced to the HK’s property services agents (PSAs), while the remaining are directly managed by the HD.
Between 2022 and 2024, outsourced and directly managed estates recorded 2,826 and 1,049 complaints about air conditioning dripping, reflecting increases of 45.5 percent and 20.1 percent, respectively.
Notably, outsourced estates received an average of two reminder letters per complaint, which is more than ten times the number sent from directly managed estates.
Meanwhile, some cases revealed ongoing leaking issues despite the repeated issuance of reminder letters.
Since it is not mandatory to report the number of issued warning letters to the HD, the watchdog noted it remains unclear whether excessive warnings are being issued or if there are cases of mishandling involved.
The investigation also revealed that the HD guidelines for dealing with air conditioner dripping cases are relatively brief, only detailing the procedures for enforcing the Marking Scheme without clear instructions for frontline staff on issues such as complaint investigations, source detection, air conditioner testing and its duration, dealing with uncooperative tenants and the setting up of follow-up inspections.
To step up efforts in addressing the air-conditioner dripping, the office has proposed 15 recommendations– all of which have been agreed upon by the HD
The recommendations include the exploration of formulated measures for the issuance of advisory letters and case reporting, a more systematic approach to recording and follow-up of dripping complaints, optimization of operational guidelines for management and frontline staff, and introduction of innovative technology to strengthen the ability to locate the dripping sources.
Strengthening efforts to tackle air-conditioner dripping: HD
In response, the HD expressed appreciation for the Ombudsman’s recognition of the Housing Authority’s proactive attitude and initiatives in managing the dripping from air conditioners. The department assured that it will continue to optimize workflow following the recommendations.
Additionally, the HD plans to strengthen public education for public rental housing (PRH) households through various channels, reminding residents to regularly maintain and repair their air conditioners.
The department also encouraged affected individuals to provide information, working together to identify the source of water dripping.
