Course Information
Schedules
- 3 Jun 2024 (Mon)
Registration period
11 Apr 2024 (Thu) - 3 May 2024 (Fri)
Price
HKD 4,900
(Tuition feeHK$4,900)
(Tuition feeHK$4,900)
Course Level
Study Mode
Duration
48 Hour(s)
Language
Cantonese, English
Location
1-6/F First Commercial Building 33-35 Leighton Road Causeway Bay
6 views
Course Overview
INTRODUCTION
A safe, healthy and pleasant living environment starts with good property management. With this in mind,
the Housing Authority has entrusted the overall management of its public rental housing (PRH) and ancillary
facilities to its executive arm, the Housing Department (HD). Given the magnitude of the PRH stock, HD has to
outsource the property management of some of its PRH estates to property services agents (PSAs) in a bid to
enhance service quality and cost effectiveness. Currently the management of about 60% of its rental estates has
been outsourced to PSAs, while the rest are directly managed by the HD.
The PSAs perform a full range of property management duties including cleaning, security, rent collection, minor
maintenance and repairs, as well as improvement works. They have to set up property management offices
at the outsourced estates to provide customer services to the tenants directly. They also provide preliminary
frontline tenancy services such as explaining housing policies and application procedures, distributing standard
forms and notification letters, assisting tenants in completing forms and applications, arranging direct contacts
between tenants and HD staff, etc. The performance of PSAs depends very much on the staff training and
knowledge they have. This certificate programme gives them a thorough briefing and training of what the
standards of performance they need to meet and the skills to perform the duties.
OBJECTIVES
The course aims to enhance participants’ general awareness of the basic
What You’ll Learn
CONTENTS
Module 1 Customer Service (12 hours)
Customer service imperative
Customer service framework and corporate core value in Housing Department
Managing customer service strategy
Handling face to face enquiry
Handling telephone enquiry
Handling difficult clients including emotionally charged clients
Customer service recovery: complaint handling
Communication with community representative and EMAC
Customer service improvement tools
Professional housing management: total quality approach in customer service
Module 2 Estate Management Practice (12 hours)
Role of PSAs in public housing management
Supervisory functions and the running of PSAU
Contents of PSA contracts and their administration
Basic concept in BMO/DMC
Financial regulations and procedures (including maintenance of ECA account in divested properties)
Emergency handling
Public liabilities and insurance claims
Marking scheme
Road control and management of carpark
Relevant Estate Management Division Instructions (EMDIs) and Best Practice Notes (BPNs)
Module 3 Tenancy Management (14 hours)
Intake procedures
Flat recovery procedures
Tenancy management (such as addition, deletion, temporary stay, change H/H, transfer, splitting,
overcrowding relief, divorce and granting of new tenancy etc.)
Housing Subsidy Policy (HSP) and Biennial Review of Grant of New Tenancy (GNT) / Tenancy Management
Policies (TMP) / Safeguarding Rational Allocation (SRA) / Monthly Income Survey
Rent Assistance Scheme and Emergency Alarm System, Biennial Declaration, and deaIing with breaches of
tenancy conditions
Basic knowledge and application of Housing Ordinance and Tenancy Agreement in tenancy control/
enforcement
Rent chasing/ Notice-to-Quit eviction procedures
Role in handling of suspected tenancy abuse cases
Relevant EMDIs and BPNs
Module 4 Basic Building Maintenance Knowledge (10 hours)
Basic concept in handling general building maintenance (Builder’s Works and Building Services) requests and
repair works
Identification and reporting of common defects (including eye-sore items)
Workplace and occupational safety
Scope of works in PSA contract and categories of jobs
Highlights of landlord/ Tenant responsibility and Tenant-to-Pay items
Procedures on vacant flat refurbishment
Unauthorized alterations and installations
Emergency handling of service breakdown
Relevant EMDIs and BPNs
