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The Total Maintenance Scheme launched earlier this year has been well received by public rental housing (PRH) tenants.
A survey conducted by an independent consultancy appointed by the Housing Authority showed that more than 85% of the respondents living in the four PRH estates that had recently been inspected under the scheme were satisfied or very satisfied with the scheme. A summary of the survey results is set out as Annex.
"It is encouraging to see that our efforts to improve maintenance services pays off," the Head of the Total Maintenance Scheme, Housing Department, Mr Allan Wong Nai-kwong, said today (December 25).
The scheme adopts a three-pronged approach for maintenance of PRH units which encompasses proactive problem identification, prompt response as well as education and promotion. It undertakes to complete inspection and repair works in all PRH units in five years' time.
The scheme has been rolled out to 17 PRH estates as scheduled. Up to November this year, a total of 42 blocks, representing 60% of the total number of blocks in the 17 estates, approximately 19,000 units were inspected.
The first stage of the scheme covers five estates. The inspection has been successfully carried out in four of them, Mei Tung Estate, Sam Sing Estate, Sai Wan Estate and Lai Yiu Estate. The remaining Tai Yuen Estate will be completed at the end of March, 2007.
In adopting a proactive and comprehensive approach, the In-flat Inspection Ambassadors (IIAs) appointed under the TMS will provide one-stop service for in-flat inspection and arrange for minor touch-ups on the spot as required.
Estate Management Advisory Committees will be consulted before the implementation of any in-flat inspection and notification letters will be dispatched to each unit to inform tenants of the inspection.
For the convenience of tenants and to boost the success rate of gaining access, the IIAs will conduct home visits not only during office hours, but also in the evening, on Saturdays, Sundays, and public holidays. Tenants are also welcome to make appointments in advance for the in-flat inspection.
In the four estates that have completed inspection, the overall average access rate was more than 85%, while the rates in some blocks exceeded 90%.
When large-scale repair works are required, the scheme's maintenance teams will co-ordinate it in a systematic and customer-oriented manner.
Measures will be taken to minimise the nuisance caused during the large-scale repair works. For example, screening off the works area, covering up the furniture on site and cleaning up the site after completion of works.
"A maintenance hotline will be established through which a one-stop service will be provided for tenants to lodge their complaints," Mr Wong said, adding that feedback from tenants on the service satisfaction level would also be sought and followed up.
"A six-month Defects Liability Period will be given to repairs. Tenants can report any problems with the completed works to respective Estate Maintenance Offices or relevant officers during the liability period. Follow-up action will be taken as soon as possible," he said.
Mr Wong said that all working teams of the scheme, including the department's maintenance teams and contractors, would try to enhance the service standard.
Ends/Monday, December 25, 2006
Issued at HKT 11:02
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