Course Information
Schedules
- 26 Aug 2026 (Wed)
Registration period
7 Jul 2026 (Tue) - 12 Aug 2026 (Wed)
Price
HKD 4,900
Course Level
Study Mode
Duration
16 Day(s)
Language
Cantonese
Location
1-6/F First Commercial Building 33-35 Leighton Road Causeway Bay
Certificate
- Available
- *The delivery and distribution of the certificate are subject to the policies and arrangements of the course provider.
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 concepts of Public Housing Agency Management in outsourced Public Housing Estates of HD/HA.
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
- F!at 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
