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The Ombudsman, Mr Jack Chan, today (24 June) announced the launch of a full investigation into the procedures and mechanisms currently employed by the Property Management Services Authority (“PMSA”) in the handling of and replying to public complaints.

Established under the Property Management Services Ordinance, PMSA is tasked to regulate the provision of property management services by companies and practitioners in Hong Kong and to promote the professional development of the industry. Complaints may be lodged against a licensee who is suspected to have committed a disciplinary offence or no longer meets any of the prescribed criteria for holding the licence (non-compliance). PMSA may conduct an investigation in accordance with the Ordinance if it has reasonable cause to suspect that there is non-compliance. However, there is information showing that no result has been provided months after PMSA received a complaint against a property management company, and in the meantime, PMSA has not provided any update of its follow-up action, resulting in dissatisfaction.

Mr Chan said, “It is the wish of many Hong Kong people to be able to live in peace and contentment.  This strongly hinges on the quality of property management services. As a statutory regulatory body of the property management industry, it is incumbent on PMSA to see to it that management companies and property management practitioners strive to enhance their professionalism and provide the public with high-quality property management services. The Office has noted that, contrary to PMSA pledges stated on its website, PMSA has failed to complete an investigation within six months and its interim replies are merely computer-generated templates. In this light, I have decided to launch a full investigation into the PMSA’s current procedures and mechanisms for the handling of and replying to public complaints to identify any areas for improvement. Pertinent recommendations will be made for better services to be provided to the public.”

The Ombudsman welcomes views from members of the public on this topic. Written submissions should reach the Office of The Ombudsman by 24 July 2025:

Address:       30/F, China Merchants Tower, Shun Tak Centre, 168-200 Connaught Road, Central, Hong Kong

Fax:               2882 8149

Email:           cid-pmsa@ombudsman.hk

Office of The Ombudsman

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