Property Management Services Authority Responds to Office of The Ombudsman’s Full Investigation Report
The Office of The Ombudsman (the Office) today published a full investigation report about the Property Management Services Authority (PMSA). The PMSA has accepted the report and expressed appreciation to the Office for acknowledging PMSA’s positive response to the investigation and proactive efforts to improve complaint handling procedures and mechanism.
The PMSA launched the property management (PM) industry licensing regime in 2020 As of today, Hong Kong has over 820 licensed PM companies and more than 15,000 licensed PM practitioners. To enhance the professional service standard of the industry, the PMSA has formulated Codes of Conduct and Best Practice Guides, providing practical guidance on various aspects of PM to the industry. The Continuing Professional Development Scheme has also been introduced to drive the industry to keep pace with the times.
In addition, the PMSA also handles complaints related to the PM industry. Under the current PMSA service pledge, complaints are generally dealt with within six months after receiving all necessary information. Complicated cases may require a longer processing time.
The PMSA has conducted a detailed review of its complaint handling work. The number of complaints received has increased from over 400 in 2020-21 to more than 1,100 in 2024-25 (an increase of over 170%) (Note 1). The nature of complaints has also become increasingly complicated (e.g. a single complaint may involve multiple issues, concerning intricate matters such as legal requirement, deed of mutual covenant issues, tender procedures, or even judicial proceedings). Figures of 2024-25 show that approximately 75% of cases were dealt with within six months. The common factors for cases not completed within six months include: the complaint involves numerous issues; complainant adds new complaint items or information after lodging the initial complaint; complainant dissatisfied with the outcome of the complaint handling and makes further complaint; PM companies require more time to respond; the complainant has not provided sufficient information, etc.
Having regard to the recommendations of the Office, the PMSA has proactively reviewed its complaint handling procedures and will implement a series of enhancement measures, including: establishing an internal audit mechanism to strengthen oversight; issuing acknowledgement to complainants upon receipt of complaint, as well as subsequent lodging of new complaint items or provision of supplementary information; providing early response to straightforward cases; notifying complainant via brief update when the case is complicated or when additional complaint items or information are submitted, indicating that more time may be required for processing, and issuing substantive interim written reply as appropriate; updating PMSA’s “Notes for Complainants” accordingly and providing examples to illustrate what constitutes a complicated case; preparing more comprehensive internal complaint handling guidelines for staff to follow; exploring the use of mediation in complaint resolution; and publishing complaint case information on PMSA website or in annual report. Where financial condition permits, the PMSA will appropriately adjust staffing level to enhance the efficiency of complaint handling and service standard to meet public expectation.
Over the past few years, the PMSA has handled various complaint referral from the Office, with approximately 90% of these cases found to be unsubstantiated, and the Office agreed that no further action was required. Since 2021, 8 PMSA staff members have been recognised by the Ombudsman for their contributions in complaint handling work or the provision of public services. Additionally, in 2024 and 2025, the Office issued 2 letters of appreciation to staff members of the PMSA, commending their proactive and positive approach in dealing with complaints. The Office has acknowledged PMSA’s work in complaint handling. The PMSA is committed to continuous improvement, striving to enhance its complaint handling work and deliver quality services to the community.
Note 1: Source - PMSA Annual Reports
Ends/Friday, 5 September 2025
Issued at HKT 19:00
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