Hong Kong Management Association

Certificate in Public Housing Agency Management

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Course Information

Schedules
  • 4 Dec 2024 (Wed) - 8 Mar 2025 (Sat) 7:00 PM - 10:00 PM
Registration period
4 Oct 2024 (Fri) - 27 Nov 2024 (Wed)
Price
HKD 4,900
(FEE
HK$4,900
Early Bird : HK$4,600 (on or before 4 November 2024))
Study Mode
Duration
48 Hour(s)
Language
Cantonese, English
Location
The Hong Kong Management Association 1-6/F First Commercial Building 33-35 Leighton Road Causeway Bay HONG KONG
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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.

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

 



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