Performance Pledges
Our Performance Targets and Achievement (2023-24)
| Service/Application | Pledge | 2023-24 Performance Target | 2023-24 Achievement |
|---|---|---|---|
| Clearance of Blocked Sewers/Drains | Response within the same day for complaints received before 1 pm | 99% | 99.65% |
| Clearance of Blocked Sewers/Drains | Response before noon of next day for complaints received after 1 pm | 99% | 99.61% |
| Clearance of Blocked Sewers/Drains | Customers satisfy with the clearing work | 95% | 99.93% |
| Technical Audit for Connection to the Public Drainage/Sewerage Systems | Reply to the applicant within 9 working days upon receipt of HBPI application | 99% | 99.66% |
| Response to Written Enquiries on Sewage Services Accounts | Initial response within 2 working days | 100% | 100% |
| Response to Written Enquiries on Sewage Services Accounts | Full reply within 1 month | 98% | 100% |
| Response to Complaints and Enquiries | Within 10 calendar days | 98% | 98.41% |
| Provision of Drainage Record Plans | Allow inspection of drainage record plans within the same day | 95% | 100% |
| Provision of Drainage Record Plans | Provide photocopy of drainage record plans within 4 working days upon confirmation of payment | 95% | 100% |
| On-site Display of the Purpose and Anticipated Completion Date of Drainage Works Involving Road Excavation | A simple description of drainage works with anticipated completion date will be displayed on site to enable the public to understand why the works are necessary and when they will be completed | 98% | 99.98% |
Our Performance Targets (2024-25)
| Service/Application | Pledge | 2024-25 Performance Target |
|---|---|---|
| Clearance of Blocked Sewers/Drains | Response within the same day for complaints received before 1 pm | 99% |
| Clearance of Blocked Sewers/Drains | Response before noon of next day for complaints received after 1 pm | 99% |
| Clearance of Blocked Sewers/Drains | Customers satisfy with the clearing work | 95% |
| Technical Audit for Connection to the Public Drainage/Sewerage Systems | Reply to the applicant within 9 working days upon receipt of HBPI application | 99% |
| Response to Written Enquiries on Sewage Services Accounts | Initial response within 2 working days | 100% |
| Response to Written Enquiries on Sewage Services Accounts | Full reply within 1 month | 98% |
| Response to Complaints and Enquiries | Within 10 Calendar days | 98% |
| Provision of Drainage Record Plans | Allow inspection of drainage record plans within the same day | 95% |
| Provision of Drainage Record Plans | Provide photocopy of drainage record plans within 4 working days upon confirmation of payment | 95% |
| On-site Display of the Purpose and Anticipated Completion Date of Drainage Works Involving Road Excavation | A simple description of drainage works with anticipated completion date will be displayed on site to enable the public to understand why the works are necessary and when they will be completed
|
98% |