In early April 2022, the Hong Kong Regional Joint Office (JO) received a water seepage complaint from a residential estate in Eastern District. The complainant claimed that there was serious water dripping at the water seepage area. He/she also stated that being an elderly person, he/she was seriously affected by the water seepage problem which made him/her worried all the time. He/she was worried that the water seepage would lead to short circuits or even fire hazards that would threaten his/her life. Therefore, he/she asked the JO to take follow-up action as soon as possible. The JO staff visited the complainant’s flat in early April for inspection, and analysed the current situation and the causes of water seepage carefully for the complainant. The JO staff also consoled the complainant, listened to his/her concerns with patience and answered his/her questions in detail to allay his/her worries. Upon investigation, the JO staff immediately acted as the channel of communication. They carefully co-ordinated with the property management officers of the residential estate, and convinced the occupants upstairs to quickly carry out the relevant inspection and finish repairing the damaged water pipes, so as to resolve the water seepage problem in a short period of time.
Subsequently, the complainant wrote a letter of appreciation to thank the JO staff for their outstanding performance in completely resolving the water seepage problem, including carrying out a detailed investigation on the causes of water seepage, quickly identifying the source of water seepage and successfully convincing the occupants upstairs to take the initiative to complete the repair works. The JO staff were greatly encouraged by the compliments for their work and pledged to continue to provide the public with quality services in a professional, earnest and responsible manner.