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The Ombudsman, Mr Jack Chan, today (27 October) announced the launch of a full investigation into the Joint Office for Investigation of Water Seepage Complaints (“JO”)’s handling of water seepage cases.

The causes of water seepage are complex. It may result from defective building structures or installations, or from a lack of proper maintenance. If the seepage poses a nuisance, public health hazard or a potential risk to building safety, the Government may consider exercising its statutory powers to intervene. To enhance efficiency in handling reports of water seepage, the Government has established JO to provide the public with a one-stop service. The objective is to expedite investigations for identifying the source of seepage more effectively, and improve the success rate in resolving seepage problems.

The Office noted from complaint handling that unauthorised building works (“UBWs”) on a flat roof of an upper flat have caused water seepage in the lower flat. However, JO did not conduct an investigation into the seepage problem in a timely manner. Although the Buildings Department (“BD”) issued a removal order over a year ago, the UBWs have yet to be demolished, resulting in the continued seepage problem.

Mr Chan said, “It is Hong Kong people’s common hope that they should be able to enjoy a well-maintained and comfortable living environment, but water seepage problems undoubtedly cause much inconvenience and distress to affected residents. According to government statistics, in 2022, 2023 and 2024 the number of complaints about water seepage in buildings received by JO was 39,555, 45,033 and 47,299 respectively. Also, complaints from the public regarding unresolved seepage problems are common. In addition, there is information indicating that BD did not promptly enforce compliance with removal orders issued against UBWs, resulting in persistent seepage problems potentially caused by the UBWs. In this light, I have decided to launch a full investigation into the JO’s handling of water seepage cases, including the BD’s procedures for handling UBWs that may lead to water seepage, to identify areas for improvement and to put forward appropriate recommendations. We are also very concerned about the overall operation of JO and will launch a series of reviews to probe deeply into the JO’s investigation operation process and effectiveness, including the JO’s monitoring of its consultants.”

The Ombudsman welcomes views from members of the public on this topic. Written submissions should reach the Office by 27 November 2025:

Address: 30/F, China Merchants Tower, Shun Tak Centre, 168-200 Connaught Road Central, Hong Kong
Fax: 2882 8149
Email: cid-jo@ombudsman.hk

Office of The Ombudsman

For media enquiries, please contact the External Relations Section at enquiry@ombudsman.hk.