Shoddy work, aggressive tactics: Hong Kong home renovation industry needs accreditation system makeover, consumer watchdog says

Consumer Council investigation finds home renovation trade prone to problems such as shoddy work and aggressive sales tactics, warns need for services expected to rise

Industry representative calls on government to improve licensing application process, urges residents not to ‘cut corners’ in their choice of contractors

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Ageing buildings in Quarry Bay. The watchdog has offered four suggestions for improving industry, including adopting a standardised quotation template as well as a cost-effective and efficient dispute resolution system. Photo: Jonathan Wong

Published: 11:43am, 21 Feb 2024Updated: 3:53pm, 20 Mar 2024

Hong Kong’s home renovation industry is in dire need of a widely accepted accreditation system, the Consumer Council has said, following an investigation that found the trade was prone to problems such as shoddy work and aggressive sales tactics.

The consumer watchdog on Wednesday said the need for home renovation services was likely to increase as the number of domestic households in Hong Kong continued to rise, along with the amount of ageing residential buildings.

“Very often, the home renovation process is complex ... Most consumers lack the required experience and knowledge to handle the process. They often end up having no choice but to rely on traders’ expertise,” said Tony Pang Chor-fu, vice-chairman of the Consumer Council.

A worker paints the inside of a flat. The Consumer Council says the public lacks knowledge about the industry. Photo: Lam Ka-sing

Of the 1,205 complaints related to renovation services that the watchdog received between 2017 and last year, 42 per cent concerned service quality, while nearly 28 per cent were related to delays or non-delivery issues. Other grievances included disputes over price, maintenance, sales tactics and contractual term changes or termination.

“The monetary amount involved for a home renovation project is usually substantial, while consumers have no control or knowledge over how the home renovation company uses the renovation payment,” Pang said.

“If the company goes out of business, the consumer will not be able to claw back the sums paid.”

Disputes were common, the council noted, adding the litigation process tended to be “time-consuming and frustrating”, with the total amount involved in the seven years between 2017 and 2023 exceeding HK$270 million (US$34.5 million).