eBRAM’s “Pro-Bono Online Mediation Scheme for Water Seepage Disputes” Achieves Strong Results, Service Extended to 2026

 (Hong Kong, 8 December 2025) The eBRAM International Online Dispute Resolution Centre (“eBRAM”), an independent not-for-profit arbitration and mediation institution established with the support of the Hong Kong Special Administrative Region Government, partnered with the Agency for Volunteer Service to establish the “Pro-bono Online Mediation Scheme for Water Seepage Disputes” (the “Scheme”). The Scheme actively offered pro-bono online mediation services to property owners and occupants who encountering disputes arising from water seepage issues. It has been well-received by the public since its launch in December 2024.  The Scheme is supported by the “Joint Office” established by the Food and Environmental Hygiene Department and the Buildings Department, and aims to foster a harmonious community. Designed to provide property owners and occupants in Hong Kong with an efficient, convenient and free online mediation platform to resolve neighborhood disputes arising from water seepage issues in their buildings. Over the past year, the Scheme has received 165 inquiries and handled 40 cases, supported by a professional volunteer mediation team and advanced online technology, some of these cases were resolved through legally binding settlement agreements or memorandums, earning widespread recognition from society. Given its positive impact, the Scheme is set to be extended for another year starting from 2 December 2025, continuing to offer free and professional mediation support to alleviate community disputes and foster neighbourhood harmony.

Breaking Traditional Barriers: Revolutionizing Water Seepage Dispute Mediation with Video Conferencing and Blockchain-based Evidence Preservation

Water seepage in buildings has long been a pressing concern for Hong Kong residents. Disputes often arise due to the complexity of identifying liability, cost-sharing, and coordinating repair arrangements, it often triggers disputes among neighbors. In response, eBRAM and the Agency for Volunteer Service launched the “Pro-Bono Online Mediation Scheme for Water Seepage Disputes” to support the government’s “Mediate First” initiative, aiming to provide an innovative solution to this long-standing livelihood issue.

The Scheme leverages eBRAM’s online dispute resolution (ODR) platform to overcome geographical and time constraints. With integrated features such as video conferencing, secure document management, and e-signatures, parties in dispute can participate in mediation safely and confidentially via an online platform anytime, anywhere, without physical meetings. This online process helps defuse tensions and promotes rational communication. Compared with traditional litigation procedures, online mediation also significantly reduces the processing time and exempts parties from high legal costs, offering citizens a fast, convenient, and efficient resolution channel, which is particularly suitable for busy, low-income individuals with limited resources.

Cross-disciplinary Mediation Team Formed by 40 Professional Volunteers from Legal and Engineering Fields

The Scheme’s success is underpinned by a robust team of over 40 professional volunteer mediators from various professional backgrounds, including law, construction, and engineering. They are all certified mediation experts and are proficient in using digital platforms for mediation. Driven by a passion for serving society, these volunteer mediators dedicate their time and expertise on a pro bono basis to provide practical solutions for community disputes. To improve mediation efficiency and effectiveness, they proactively conduct separate meetings with both parties before formal mediation to gain a deep understanding of the dispute, clarify key concerns, and build initial trust, laying a solid foundation for reaching a settlement.

Significant Outreach Impact with Strong Community Referrals

To maximise public benefit, eBRAM has taken proactive steps to promote the Scheme through community outreach and promotional activities. The team has visited multiple housing estates and district facilities, including Kingswood Villas, North Point Healthy Village, and Ma On Shan Community Hall, to engage directly with residents and provide detailed explanations of the Scheme’s content and application procedures.

In addition, eBRAM was invited to introduce the Scheme to various District Councils and local groups, including the Yau Tsim Mong District Council and the Southern District Council, and delivered themed presentations at the Free Mediation and Legal Advice Service for Building Management event, and Buildings Department Construction Safety Week to further promote public awareness of the Scheme. By closely collaborating with various local organizations, property management companies and government departments, there has been a lively response from the public, successfully disseminating mediation service information into communities. The promotional strategies have proven effective, significantly increasing public awareness and participation.

Power of Mediation Proven: Renovation-Related Water Seepage Dispute Resolved in First Session

Since its launch, the Scheme has successfully resolved numerous water seepage disputes. Notably, one case involving intense conflict triggered by water leakage caused by renovation works that even required police intervention. The two parties were unable to reach a consensus on the compensation amount despite multiple negotiations, and eventually underwent mediation through the Scheme. Under the professional guidance of the volunteer mediator, the two parties reached a settlement during the first mediation session and the compensation was settled immediately, successfully ending the six-month dispute. A thank-you letter was later sent expressing deep gratitude and praising the spirit of “harmony is precious” (以和為貴) for bringing a ray of hope to the community.

In addition, the Scheme has also successfully resolved a number of disputes involving small claims adjudication, termination of tenancy contracts, and compensation for water seepage in old buildings. These include assisting an elderly homeowner in To Kwa Wan to obtain reasonable compensation, as well as achieving a full settlement in a Yau Ma Tei case concerning water seepage from common parts of the building following a six-hour mediation session. These cases fully demonstrate the wide applicability and effectiveness of voluntary mediation in handling property disputes of varying complexity.

Dr. Thomas So, JP, Chairman of eBRAM International Online Dispute Resolution Centre, said, “Technology should be more than just a tool for efficiency; it should also a bridge that connects communities and promotes harmony. We are very pleased to see that the ‘Pro-Bono Online Mediation Scheme for Water Seepage Disputes’ has effectively alleviated community conflicts and helped residents resolve disputes peacefully in the past year. Looking ahead, we will continue to collaborate with the government and various sectors of society, leverage legal technology, and provide residents with more accessible, efficient, and affordable dispute resolution solutions, thereby propelling Hong Kong toward becoming a smart rule-of-law society.”

Ms. Melissa Pang, BBS, MH, JP, Chairman of the Agency for Volunteer Service, said, “The power of volunteers lies not only in their service, but more importantly in the integration of professionalism and empathy. We are very grateful to every volunteer mediator for selflessly contributing their expertise, which has enabled the Scheme to take root and bring tangible change to the community. Looking ahead, the Agency for Volunteer Service will continue to serve as a coordinating platform, connecting with more dedicated and capable professional volunteers to jointly promote the sustainable development of a mediation culture centered on the principle of ‘harmony is precious’ (以和為貴) within the community.”