In late May 2023, the Hong Kong Regional Joint Office (JO) received through 1823 a water seepage complaint from a building on Kingston Street in Wan Chai District. In early June, the JO staff visited the affected flat for investigation and carefully explained to the complainant in detail the possible sources of water seepage and the procedures for water seepage investigation. The JO staff also consoled the complainant, listened to his/her concerns with patience and answered his/her questions to allay his/her worries. The JO staff visited the flat upstairs for investigation on the same day, but no one answered the door. Property management staff of the building said that the flat upstairs had been vacant for a long time, and the occupant was in Beijing. Subsequently, the JO staff contacted the occupant of the flat upstairs who said that he/she would return to Hong Kong in late August and agreed to schedule the investigation and tests for late August.
In late August, the JO staff successfully entered the flat upstairs to conduct tests and act as the channel of communication. They carefully coordinated the communication between the complainee and the complainant who agreed to work together to resolve the problem. After the complainee promptly carried out the relevant inspections to identify the cause of water seepage and completed the relevant repairs, the water seepage problem was resolved in a short period of time.
Subsequently, the complainant commended and thanked the JO staff through 1823 for their outstanding performance in completely resolving the water seepage problem by carrying out a detailed investigation on the causes of water seepage, identifying the source of water seepage, as well as successfully convincing the occupant upstairs to willingly complete the repair works and undertake to compensate the complainant for the repair expenses. 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.