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Performance Pledge

Performance Pledge 2021-22

Performance Standards and Targets 2021-22

(2020-21 Targets and Achievements included for easy comparison)

1. Rates & Government Rent Assessments and Accounts

1.1 Assessment to rates and/or Government rent.
Performance Standard To notify a ratepayer and/or rentpayer of the rateable value of that property within 8 months from the date when rates and/or Government rent first become payable:
  • a new property issued with an occupation permit;
  • a village-type house issued with a Certificate of Compliance and occupied thereafter.
2020-21 Achievement and (Target)
  • 86% (85%)
  • 99% (85%)
2021-22 Target
  • 85%
  • 85%

1.2 Review, on objection, of the rateable value of a property.
Performance Standard To notify the objector of the result of the review within 4 months from the expiration date of the objection period:
  • arising from an interim valuation;
  • arising from a general revaluation.
2020-21 Achievement and (Target)
  • 99% (90%)
  • 80% (85%)
2021-22 Target
  • 90%
  • 85%

1.3 Allocation of building number.
Performance Standard To allocate a building number to a new building within 1 month upon receipt of completion document:
  • in an urban area;
  • in a rural area where there is an established numbering scheme.
2020-21 Achievement and (Target)
  • 100% (95%)
  • 100% (90%)
2021-22 Target
  • 95%
  • 90%

1.4 Request for change of payer’s particulars.
Performance Standard
  • Within 20 minutes if made in person.
  • Within 1 working day if made by telephone (only applies to the change of correspondence address), or submitted online via GovHK (www.gov.hk).
  • Within 10 working days if made by post/fax/e-mail.
2020-21 Achievement and (Target)
  • 100% (95%)
  • 100% (95%)
  • 98% (90%)
2021-22 Target
  • 95%
  • 95%
  • 90%

1.5 Application for refund of rates and/or Government rent.
Performance Standard To process the application for refund of rates and/or Government rent within 4 weeks.
2020-21 Achievement and (Target) 99% (90%)
2021-22 Target 90%

1.6 Autopay instruction.
Performance Standard To set up or delete an autopay instruction within 7 working days of receipt of the bank notification.
2020-21 Achievement and (Target) 100% (95%)
2021-22 Target 95%

2. Property Information Services

Hong Kong Property Review Monthly Supplement.
Performance Standard To make available to the public via website within the first 6 working days of every month.
2020-21 Achievement and (Target) 100% (90%)
2021-22 Target 90%

3. Landlord and Tenant Services

3.1 Endorsement of a notice of new letting or lease renewal.
Performance Standard To endorse the notice within 1 month.
2020-21 Achievement and (Target) 99% (99%)
2021-22 Target 99%

3.2 Issuing a substantive reply to a written or electronic enquiry on tenancy matters.
Performance Standard To reply within 2 weeks.
2020-21 Achievement and (Target) 100% (90%)
2021-22 Target 90%

4. Handling of Suggestions, Comments and Complaints

4.1 Telephone service through Hotline 2150 8833.
Performance Standard
  • Voice mail left before 5:00 pm on a working day:
    - to return call within 3 hours after receiving the voice mail.
  • Voice mail left after 5:00 pm on a working day or during Saturdays, Sundays and public holidays:
    - to return call by 12:00 noon on the next working day.
2020-21 Achievement and (Target)
  • 99% (95%)
  • 100% (95%)
2021-22 Target
  • 95%
  • 95%

4.2 Written enquiries, suggestions and complaints.
Performance Standard
  • To provide a reply, or an interim reply, within 10 days from the date of receipt.
  • To provide a substantive reply within 1 month from the date of receipt for cases where interim replies have been issued.
2020-21 Achievement and (Target)
  • 99% (100%)
  • 99% (90%)
2021-22 Target
  • 100%
  • 90%
Contents
Performance Pledge 2021-22 (pdf)

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