Tengah CCS Exposed
We supported Singapore's eco-friendly push by signing up for SP Group's CCS (Centralised Cooling System) at HDB Hub for our new Tengah BTO flat. Despite early concerns about aesthetics and leaking, we honoured our commitment.
After moving in, condensation - and eventually a full-blown waterfall - invaded our home. We endured five exhausting repair attempts, repeated site visits (including work carried out until 11pm), and months of disruption without a permanent solution. Eventually, we had to give up the failed system. We pursued resolution through formal channels. Appeals were made to SP Group, relevant authorities, and elected representatives.
Nearly two years after receiving our keys, our case was eventually covered by mainstream media, including Stomp and Lianhe Zaobao. Shortly after public reporting, SP Group's management officially met us for the fourth time to review our detailed list of compensation claims - covering prolonged disruption, documented losses, and distress. A week later, every item was declined. No substantive explanation was provided. The refund was offered as the only resolution, which addresses only a small fraction of the overall losses incurred. The prolonged process itself became part of the burden.
This dispute has continued since April 2024. What began as a cooling system issue has become a prolonged struggle for accountability, fairness, and meaningful closure - so that we can finally move forward with our lives.
Just days before 2023 ended, my wife and I finally received the keys to our first home-a milestone we had long anticipated. Yet what should have been a joyous time quickly turned into one of the most exhausting and stressful periods of my life.
After months of struggling with BSC to rectify defects in our home, which drained both my time and energy, we were hit with an even bigger issue: the Centralised Cooling System (CCS) in our new Tengah home. This much-hyped system, which we subscribed to with high hopes, was riddled with issues-much like what many of our neighbours experienced. The air-conditioning trunking began developing condensation almost immediately after we moved in.
What followed was an ordeal I wouldn't wish on anyone. Dealing with the CCS repair staff was endlessly frustrating. The first technicians arrived misinformed, thinking they were only there to cosmetically touch up the trunking-completely missing the real issue of condensation. Their confusion left my wife and me anxious (we felt threatened), as they weren't locals and communication was difficult. Even when their supervisor arrived, he dismissed my suggestion of using PU foam injection for better insulation. After they installed a thicker black insulator, we were left with no instructions for the next step.
Despite these supposed fixes, the condensation issue persisted, turning our interactions with SP Services and Daikin into a nightmare. Over four more rounds of PU injections and multiple touch-up sessions-one of which lasted until 11 pm-each visit felt like another disaster. Every time, we had to pack up appliances, furniture and clothing to keep our belongings clean while they worked, constantly disrupting my ability to focus on photography projects that require careful thought and creativity.
The interruptions were relentless and I had to personally oversee the rectification work. SP's "engagement team", intended for service recovery, rarely stayed long enough to ensure repairs were done properly, while Daikin's supervisors stayed even less. Each session left a mess-dust and debris covered the floor skirtings, switches and window frames, forcing me to spend hours cleaning up. My wife and I were often unsure whether we'd be able to cook at home or if we'd need to eat out, often late at night.
As a photographer, I'd planned to set up a home studio, hoping it would be ready within a month. I even accepted bookings from clients, only to find myself postponing or indefinitely delaying them as the CCS issues resurfaced. Explaining to clients that what should have been a quick fix had turned into a months-long ordeal was difficult. On one occasion, a client confirmed a shoot, but I refrained from collecting a booking fee due to the uncertainty-and she went silent closer to the shoot date. Another time, after believing SP's assurances, I booked a client's shoot, only for the CCS to leak water suddenly, nearly damaging my years of hard-earned reputation.
The constant stress took a toll on me, both mentally and physically. I couldn't focus on work, and I was too drained to respond to most enquiries, unsure how to keep turning down shoots. Regular visits to a TCM clinic for acupuncture helped manage my stomach pains, which the physicians believed were stress-related. However, the sessions became unbearable and I had to stop after nearly fainting during one.
After five major attempts to fix the CCS, the condensation problem persisted. We had no choice but to give up on the system, despite its supposed eco-friendliness-a concept rendered meaningless by the massive waste of materials involved. This decision didn't come lightly. SP Services staff continued visiting, pleading for "one last chance", though it felt as if they were more interested in ticking boxes than resolving the issue. Months later, after repeated miscommunication, I was instructed to email to officially cancel the system-something they could have informed me of much earlier. Even then, the CCS Support team's response lacked respect. Now, I'm informed I won't receive a full refund, even though the system never worked as promised and I have already given them so many chances. Their repeated pleas for "one last chance" seemed more like harassment than resolution.
This entire saga has taken a massive toll on my life and work. I've been exhausted, my income has suffered, and I've had to put many plans on hold. But through it all, I've tried to maintain my integrity.
On 31st October 2024, Halloween arrived with a "gift" from SP Services: an unexpected waterfall from the CCS. Just before midnight, as I was about to head to bed, I heard the sound of water dripping-a steady tap, tap as it hit the floor and the bucket I'd placed underneath. Curious and a bit alarmed, I went to check and found water pouring from the CCS unit.
My photography equipment was lying on the floor, ready for an early morning shoot. If I hadn't noticed the dripping in time, the water would have ruined my gear, forcing me to cancel the shoot at the last minute-a blow to both my income and reputation. But the risk went even deeper than that: should the water get into my battery chargers, it could have caused an electrical shock, potentially sparking a fire while we slept.
This "gift" from the Tengah CCS system was more than just an inconvenience; it posed serious risks to my work, our home and even our safety.
With all this in mind, we've now turned off the chilled water valve, leaving us without air-conditioning in my home studio for the time being. While we'd prefer to cancel the CCS and install a conventional air-conditioning system, SP Group has added an unfair twist: cancelling requires us to accept their settlement policy, which restricts us from taking any legal action against them. So, we're left in limbo-without the cooling system we paid for and without the freedom to pursue a solution.
On 4th December 2024, while I was home alone, an unexpected incident occurred. As I stepped into the living room, I slipped on the wet floor and almost fell. Startled, I immediately checked and discovered that the CCS trunking was leaking heavily again.
What made this even more perplexing was that it had been over a month since we turned off the main CCS valve. We never imagined the system could still cause such a problem, let alone with such heavy dripping.
This near-miss left me deeply concerned. Had it been my wife stepping onto the wet floor, it could have worsened her back injury. If an elderly relative were visiting, the consequences could have been even more serious.
This incident underscores how unresolved and unpredictable the CCS issues remain, despite our continued efforts to seek resolution.
Above: Even the obvious gaps weren't patched up before handing over.
Above: Irresponsible work from SP with gaps in between casing not patched up.
Above: Cracks on surface due to condensation. Workers didn't even notice during touch-up to warn against potential issues.
Above: Condensation was first noticed. The entire trunking was affected.
Above: Replacement of entire trunking with another "better" black foam
Above: The mess. Note that the workers didn't cover up both sides of the walls and thus even the side without trunking was damaged during the repair.
Above: Leaking near kitchen. Note that the water might have gotten into electrical appliances, which poses dangers.
Above: Workers covered the room entrance to prevent debris from entering the room.
Above: Debris and dust still got into the room anyway.
Above: Damaged surfaces after the previous repair work.
Above: Very bad paint touch-up work where some parts are reflective.
Above: Debris and dust collected on shoes rack in between the main gate and door.
Above: Condensation found after first PU job, nearer to the right side of the photo (3 white spots).
Above: Very bad workmanship found after opening the trunking. Entire trunking was opened and 2nd PU injection proceeded next.
Above: Very bad touch-up work and damaged door frame wasn't repaired.
Above: Workers didn't even remove the debris from the top of the trunking and, of course, gaps weren't patched up.
Above: Very bad touch-up work.
Above: Bad touch-up work.
Above: Bad touch-up work.
Above: Condensation viewed from the side of the living room FCU.
Above: Condensation viewed from the back of the living room FCU.
Above: Water dripped onto the floor below the living room FCU.
Above: Opening of the trunking at the living room to redo PU injection
Above: Wider view.
Above: Horribly misaligned trunking with third world workmanship, and SP offered to touch up.
Above: After realignment of trunking casing.
Above: Condensation found at the exact same spot as previous.
Above: More condensation seen.
Above: And more condensation seen.
Above: Initial collection of CCS waterfall water. Note they weren't enough to prevent water from splashing on the floor.
Above: Water leaked 1 month after waterfall and I almost fell due to the big pile of water.
Above: Condition on the CCS trunking.
Above: Since then, we had to increase the number of bucket to two, to collect water below the FCU, blocking the corridor.
We received keys to our house. Defect checking was done and we saw horrible finishing work for the entire CCS system, including gaps. BSC informed us it's SP's job.
I had to make a trip to my new empty house specially for the workers to do this first trunking touch-up work. I saw some cracked paint but their technicians didn't sound out about possible condensation.
We moved in officially. Occasionally, my wife thought I had been spilling small drops of water accidentally near kitchen but she thought it was a small matter. She slipped once but it was too little to pose any big risk.
In the morning, I happened to raise my head when going to the living room and spotted water underneath living room's FCU in the morning with the help of the sun from the windows (backlighting). We started examining the entire CCS trunking and spotted water at various parts of the trunking.
I submitted case #00010625 - "Water dripping, either from the air-conditioning or from its trunking"
Daikin WhatsApp texted me using +65 96948683 to understand my problem. I sent photos of the condensation all over my trunking and gave them the paint code for my walls.
First repair work.
Known: Replacement of the inferior black insulator installed by Daikin's subcon previously to a "better" black insulator for the entire CCS trunking.
The workers arrived thinking it's a simple touch-up job as told by their call centre. Their faces turned "black" immediately and I had great difficulty communicating with them. Their supervisor, Alson, arrived later. I asked about PU injection (done for my other neighbours in their first repair attempt) but Alson said they had to follow the procedure to upgrade the black insulator foam.
Alson left soon for another site but assured me he would return, leaving the technicians behind to continue the work. Alson didn't return. No instruction was given and there's no one for us to turn to on the next procedure.
WhatsApp texted Daikin back at +65 96948683 - the number they used to text me - but there's no reply.
As I couldn't get in touch with anyone, I tried calling SP Group's hotline at 1800 22222333. I explained to the customer service officer about my helpless situation - nobody left any instruction behind and I wasn't sure if I was supposed to stress test the CCS after the repair work, and the trunking was in a bad shape and I didn't know what I was supposed to do. He promised he would get someone from the Tengah CCS team to call me back.
Someone by the name of "Pearlyn" (or similar) from SP called me from 68705100. She asked me for the reason for contacting them and I had to repeat the entire situation to her, which was frustrating. I questioned if I had to do stress test after they had repaired my trunking and she said it was up to me. However, my real question was whether SP would waive off the chilled water bill for the testing, because I was informed by other CCS victims that SP would waive it off. She said they could only waive it off if the Daikin supervisor told them about it. She didn't seem to understand the situation and I requested her to get the Daikin side to contact me, which she obligated.
I didn't hear from anyone since then and my house looked like a war zone because of the damaged CCS trunking and wall caused by the technicians.
After waiting for over two weeks with no assistance, I was forced to WhatsApp text to Daikin at +65 93238686 (the previous number they used to contact me) to request Alson to contact me.
Coincidentally, I bumped into Alson at my estate that late afternoon. He asked for one more chance to fix the CCS problem. Since I wasn't available on the next day (Saturday) and next Monday, we agreed he would come over on the following Tuesday but he would have to confirm the time with me again.
Alson's team WhatsApp called and texted using +65 83000187 to attempt to book a "last minute" appointment scheduled around 40 minutes later. Since I was outside, I told her over phone that we would stick to the coming Tuesday instead. I heard no update from her after that.
I received no news from Alson's team again regarding the time and thought he wouldn't be coming already. However, Alson turned up to surprise me. He did a check on my disfigured trunking and told me there's still condensation. Thus, we would have to move on to PU injection finally - wasted one full day of my time for the "upgrading" of black insulation foam.
Alson told me that he had informed his team in the previous Saturday morning to seek my availability for the afternoon but the lady dragged.
Alson's team called to arrange the dates for the PU job. She mumbled a lot. She told me it would take 3 days and I confirmed the earliest day with her 3rd to 5th June 2024. After that, she WhatsApp texted me using +65 83000187 to get my paint codes.
I WhatsApp texted +65 83000187 to confirm the timing for the PU jobs. The lady called me back instead of texting, which caught me off-guard because she was mumbling previously and I had to repeat my questions. She told me it would be 10am to 12pm for the first and final day, and I didn't need to be at home on the second day. As I had heard from my fellow CCS victims/neighbours that PU was a full-day job, I was stunned by the two-hours timeframe the lady allocated. Thus, I double confirmed with her that would the PU job end at 12pm, and the duration was two hours, and she acknowledged it.
First PU injection (second repair)
Known: The entire trunking's insulation was replaced with PU foam.
The black insulation foam was removed before they drilled holes and poured PU chemical inside to form an insulator like Styrofoam.
The workers arrived earlier than stated time, causing some chaos on my side as I jumped out from the bed when I heard the doorbell.
Tony from SP's service recovery team (they named themselves "engagement team") came over to comfort me after my Tengah neighbour informed him about my case. I then shared with Tony that my CCS wasn't cold at 25 degree.
Tony submitted case #00012383 on my behalf with my contacts - "Air-conditioning does not feel cold/feels like fan". Nothing was heard about this case ever since.
SP's Tony visited.
Second touch up - The painters didn't turn up at 10am as scheduled. I received a call near noon time that the workers couldn't make it. They would come in the mid-afternoon instead. This was frustrating because they could have informed us much earlier.
Later, the painting team arrived and "borrowed" our leftover paint from our renovation, which we needed for near future touch-up work. One worker was left behind to touch up the entire house and my wife cooked dinner for him. His team, including his supervisor, joined him to pack up eventually and they left at 11 pm.
(4 days after previous repair) We spotted condensation at the same spot near kitchen. We didn't check the rest of the trunking since we expected SP's technicians to do it thoroughly for us. We notified Tony.
SP's Tony submitted case #00012544 - "Water dripping, either from the air-conditioning or from its trunking. Paul done but observed some condensation / water droplet along the trunking"
Technicians visited to investigate. Alson didn't join them.
Tony visited after that.
Second PU injection (third repair)
Known: The entire trucking's PU foam was replaced with fresh PU injection again. All FCUs were opened for investigation.
Supervisor Alson requested the technicians to remove the casing of the trunking and found a big hole "air pocket" near the kitchen. He then ordered to check the entire trunking before asking the technicians to redo PU for the entire trunking.
WhatsApp texted Tony to check if Alson would be helping to test the air-con's temperature.
Tony, Hema, Alson and technicians came to do checking for condensation.
I pointed out about wall cracks near the two common rooms' FCUs.
Bobby from Daikin call centre called for feedback.
Requested Tony to alias with Daikin and he informed me it would be 25 June between 9-12pm.
Daikin's Daniel WhatsApp texted me using +65 96948683 to get my paint code.
Third touch up work. The painting team arrived near 10:24 am and "borrowed" our leftover paint again. The two painters were somehow informed not to paint the bedrooms although the walls were affected. Since my wife had to go to the office, Tony bought lunch for me while I was monitoring the painters. Later on, the workers told me that were assigned to touch up my 4-room flat from 10 am to 1 pm. They had to rush off to another house by 2:30 pm. They left and Tony helped me get their supervisor to send a worker back. The worker had to redo the painting job by sanding the surface first, which was the correct procedure. He left near 6 pm.
I examined the touch-up work and expressed huge disappointment to Tony as he came to my house to return me some paints from the painters. The fact that the debris were still left on top of the trunking along the corridor showed that the workers didn't even touch up the top areas.
SP's Tony submitted case #00013157 - "PU holes were not patched back, trunking didn't paint, there is gap between wall and trunking, didn't touch up with silicon"
Daikin called to arrange the next touch up work on Friday, 5 July, between 9 am to 12 pm.
(22 days after previous repair) Condensation/leaking was seen near the FCU in the living room.
Tony said he would inform Alson.
SP's Tony submitted case #00013406 - "Water dripping, either from the air-conditioning or from its trunking"
Technician came to check the trunking. He claimed it's likely that the insulator inside the FCU was too thin and he would arrange another appointment to get it replaced.
Fourth touch up work. The painting team "borrowed" our paint again.
Third PU injection (fourth repair)
Known: Redo of PU injection for the CCS trunking near the living room FCU.
Supervisor Alson proposed to touch up the badly misalignment of the trunking below the living room's FCU.
Tony dropped by to pass me pastry.
Fourth PU injection (fifth repair)
Known: The misaligned ugly trunking near the living room's FCU was adjusted. PU injection was done for that part and nearby trunking.
(Seven days after previous repair) Condensation/leak was seen at same previous spot and notified Tony. I also pleaded with him to let his management know about my situation that I couldn't keep letting them waste my life - he didn't reply. Later on, Tony informed me that Alson would like to visit me the next day.
First visit by SP's Ayu. Tony only informed me that Alson would be coming over but instead, Ayu, Tony, Hema & another gentleman (Five of them!) came to hard sell to give them one more chance - I was overwhelmed by them for over an hour but eventually rejected them.
Meanwhile, I was told to continue to test the CCS for other issues. Ayu also requested me to do a special testing - to run the rest of the FCUs, except the living room one, to test if the condensation/leaking would resume.
I requested for cancellation of CCS and a full refund, and sought their help to explain my situation to their management. Ayu told me they would get back to me again.
Tony visited.
WhatsApp texted Tony to check for the returning of paint from the painters.
Tony came over in the name of returning my paint, he brought Jamal and team along to "ambush me" to persuade me to give them "one more chance" again - I turned them down as usual.
Before they left, I checked with Tony regarding the status of my cancellation of CCS and finally, he told me I had to email SP officially to cancel it.
After recovering from a long illness, I managed to draft and send a long email to SP's "Tengah support team" to cancel CCS.
I WhatsApp texted Tony because SP didn't waive off the chilled water bill for the latest bill.
SP finally replied my email with a template email that seemed to be written for new CCS users. They addressed me by my email address instead of my name and there's no one to sign off.
I WhatsApp texted Tony to get someone with "certain acceptable level of EQ/IQ" to communicate with me.
Yi Ming from SP called me and talked over an hour, trying to persuade me to give them another chance. I rejected him repeatedly. He called me on the following day to double confirm my decision. Then, he gave me weekly calls to update me that the SP management was still deciding on my request to get back my 100% refund. After dragging on, eventually, he told me the management refused to make a full refund to me.
Tony visited to deliver liang teh to me.
WhatsApp texted Tony to get updates regarding the chilled water bill and he told me it would be reflected in my next bill.
First visit to Dr Amy Khor's MPS. First and only time we got to see her as she came over to hand shake with us. Her volunteer briefly told her our case was regarding CCS. I then talked about "lemon law" and Dr Amy laughed and told me "lemon law" only applied to cars.
Second visit to Dr Amy Khor's MPS. She wasn't around and we were attended by her volunteers like previous time.
Waterfall happened near midnight and luckily I noticed earlier before the water reached my photography equipment on the floor as I was getting ready for the next morning's shoot.
I had difficulty contacting SP for assistance but eventually got through. Fortunately, our neighbour found the guide and turned off the CCS valve for us.
Two workers came and double checked to ensure the valve was completely turned off.
I created case #00016962 "Water dripping, either from the air-conditioning or from its trunking. Hope your management and entire team can sleep well at night. If your management doesn't want to give a full refund and end this on good note, we are going to invite the press over and switch on the valve for them to witness the waterfall effect for the entire Singapore to see."
During the day time, SP staffs led by Nadia came over to request to fix the CCS and we rejected.
Third visit to Dr Amy Khor's MPS and she's not around as well. Requested the volunteer to do something more but he admitted they could only use the system and send whatever message to the assigned email address - they couldn't add a third email, such as SP Group CEO's email inside. However, the gentleman suggested adding HDB as a recipient.
I dropped a comment on MND Minister Desmond Lee's facebook page. On the next day, he (or his assistant) used his personal Facebook to message me to ask for my details. Then, he got MND to get HDB to write to SP Group.
Second visit by SP's Ayu. After countless draining phone calls with the low-level staff from SP's call centre whom I would relate to "broken recorder", the pressure from MND/HDB probably worked. Ayu & Steven from SP finally agreed to drop by our house for negotiation. We talked over an hour, beginning with pointing faults. They refused to admit their mistake, and instead, they tried to victim blame by repeating they noticed a high usage of chilled water before the waterfall. However, apart from the 50% refund, they included a "goodwill" gesture to help us dismantle the failed CCS system.
Third visit by SP's Ayu. Ayu & Steven requested to come over to talk again. They refused to admit their mistake as usual and when I pointed out all the facts, they simply said it's their policy to refund only 50%. They offered nothing additional and they could have simply written an email instead of wasting our time. We strongly suspect that they came over simply to "mark attendance" to show to the government that they had make the effort to make peace with us.
To keep this page manageable, I've kept this section brief. However, every point carries a deeper story — far beyond a change of marriage plans or disrupted family planning.
If you're reading this with genuine care, thank you. Your concern means more than you know.
This is what the past years have cost us:
It was our dream to hold our ROM at home, which would have been the most meaningful venue for us. We planned to cater a buffet for our guests, as we couldn't afford to host a large gathering at a restaurant. We even approached a popular chef in Tengah who had agreed to take on the catering. Unfortunately, the CCS ordeal shattered that dream. We ended up signing our marriage papers at Fort Canning Park on a weekday, with most of our immediate family members unable to attend.
Our family planning has been indefinitely postponed. My wife's age is advancing, and it is becoming increasingly difficult for us to delay our plans further. We now face the possibility that this dream may never become a reality.
We had hoped to celebrate our marriage with a meaningful overseas honeymoon, just like many newlyweds in Singapore. However, with our home still affected by the CCS situation, there has never been a suitable time to relax and enjoy such a trip. The joy of that milestone has been overshadowed by an unresolved dispute.
The stress and disappointment caused by the CCS situation have led to occasional disagreements between my wife and me. What should have been a joyful chapter of our lives instead became a source of tension, frustration, and emotional fatigue.
As a freelance photographer, I had long planned to use our living room as a photo studio to generate an additional stream of income. Persistent leaks, invasive PU injection works, and the lack of air-conditioning eventually destroyed that dream. I often had to explain the situation to potential clients (additional stress on myself) — many were shocked. I eventually updated my website to state that my studio did not have air-conditioning so that I would not have to repeatedly explain the circumstances.
There were periods when I was so stressed that I struggled to respond to new photography enquiries. I also found it difficult to give my best to clients who had placed their trust in me — even though many knew I was going through one of the most difficult periods of my life.
Before moving to Tengah, I had many plans to start new ventures related to our new home. Unfortunately, the CCS situation directly and indirectly brought many of those plans to a halt.
We have two spare common rooms that we originally intended to rent out for supplementary income. However, due to concerns about potential leaks and water-related incidents arising from our CCS experience, we did not feel comfortable exposing tenants to similar risks or inconveniences. As a result, we lose and are still losing the huge source of income.
Out of goodwill, we agreed to SP's requests to test the CCS after each repair attempt. While we were informed that chilled water charges would be waived, we were not compensated for the electricity consumed by the four FCUs during these testing periods.
My wife eventually left her job, which was influenced in part by the prolonged stress associated with the CCS situation. The repeated repair works, leaks, waterfall incident, living without air-conditioning, and ongoing uncertainty all took a significant toll on her well-being. The loss of her income also placed additional pressure on our newlywed life.
We had planned to photograph our home in its pristine condition for memories and future resale purposes. Unfortunately, the house never reached a completed state. The CCS remained an eyesore, and the opportunity to document our home at its best slipped away.
Due to the prolonged stress associated with the failed CCS, I have been seeking medical assistance and incurring related expenses.
Fans, an air cooler, an air purifier, and dehumidifiers became necessary purchases. Because we cannot install a conventional air-conditioning system until the CCS is removed by SP, we have to rely on alternative equipment to make our home more liveable.
Since collecting our keys on 27 December 2023, my family has yet to visit our home — entirely because of the unresolved CCS situation. Our home simply hasn't felt ready to welcome visitors.
Our housewarming — intended to be a celebration with family and friends — has been indefinitely postponed. Many of our relatives have yet to step into our home. It is heartbreaking to keep delaying what should have been a joyful occasion.
Our beloved family dog passed away unexpectedly. In the past, I would often take him on long walks, but much of my time and energy became consumed by dealing with the CCS situation, and couldn't pay him visits. Looking back, I regret not spending more of those final moments with him. While no one can give us that lost time back, his passing remains a painful reminder of how much this prolonged dispute has taken from us.
We have not been sleeping well. Singapore's warm and humid weather can be relentless. Unlike air-conditioning, which helps maintain a consistent temperature and humidity level, natural ventilation cannot cope with the constantly changing conditions throughout the night, making it even harder for us to sleep.
Because we have to leave the windows open, we also have to endure noise from inconsiderate neighbours and cigarette smoke drifting in from outside. Imagine waking up in the middle of the night because cigarette smoke has entered your room and irritated your lungs. During the Hungry Ghost Festival and periods of haze, the smoke and burning smells can have an even greater impact.
This unresolved issue follows us every day, leaving us mentally overwhelmed. It is difficult to accept that such a prolonged situation could persist for so long despite our efforts to seek assistance through various channels. Over time, we have felt physically, emotionally, and mentally exhausted.
I've been visiting TCM practitioners regularly. Several practitioners have suggested that stress may be a significant contributing factor to my health issues, and that medication would only provide temporary relief.
Within the first four months of 2025 alone, both my wife and I fell sick around three times. I also suspect that mould growth within or around the trunking may have contributed to some of these health concerns, although I do not have definitive evidence to confirm this.
Since the waterfall incident on 31 October 2024, we have been unable to use any air-conditioning. As the CCS' trunking can only be terminated by SP outside the main door, we are unable to replace the system with a conventional air-conditioning solution.
The Daikin logo, once just another brand name, now serves as a constant reminder of our experience. Whether we encounter it in public or at home, it brings back memories of leaks, repairs, uncertainty, and frustration.
I had a dream of contributing meaningfully to the Tengah estate and helping to build a vibrant, supportive community. I even created Telegram groups focused on community cat welfare and residents' health and well-being. However, the emotional and mental toll of the CCS situation — and the time required to manage it — left me with little energy to pursue those initiatives. That dream remains on hold.
As more people come across my story, not everyone takes the time to understand the full context. I have occasionally been misunderstood or misjudged on social media, which brings a different kind of stress. It is difficult to be viewed negatively when all I have done is share my experience. I believe much of this could have been avoided had the matter been resolved earlier.
Imagine this-you've finally moved into your new home, yet each time someone knocks at the door, it's not a friend bearing gifts, but strangers who come to fix what should have been perfect from day one. Every visit, every knock, was a disruption to our lives, a fresh wound before the last had even healed.
Before the workers arrived, we had to shift small furniture into the rooms. We also had to remove our used clothes and underwear that were hung on the bomb shelter door, to keep the place presentable and clear for the work.
We adjusted our lives to fit SP Group's timing. We allowed them to book the earliest available dates and times, even if it meant waking up much earlier than usual just to have breakfast or to pack up the house in time.
The workers' arrival times were unpredictable. Sometimes they came early, sometimes late. Once, they didn't even turn up at all, and only near lunchtime did the call centre inform me they could only come in the mid-afternoon.
Having workers around, especially those who couldn't communicate well in English, was intimidating. I had to stay alert to ensure my wife's safety. Since we had already moved in, all our valuables were in the house too, which added to our worries.
Although SP's service recovery team sometimes came over, they couldn't stay long. I had to keep an eye on the workers myself, as if SP paid me as a supervisor, stepping out occasionally to check on their work and using my doorbell camera to monitor them coming in and out.
The constant knocking, drilling, and scraping was unbearable. The noise was so torturous it felt like it drilled straight into our skulls.
To avoid disturbing their work, we often stayed inside one room for hours. Sometimes, I stayed quietly at the side of the living room to supervise. When in the bedroom, we avoided coming out, especially when the workers were using ladders in the narrow corridor. We even drank less water to minimise bathroom trips.
I had problems sleeping early and I often had to take afternoon naps to recharge. I couldn't do that when the workers were around. It was draining me physically and mentally.
My wife's work involved frequent online meetings, and the construction noise often disrupted her calls. As for me, being a photographer who needed quiet time to work on my website and marketing, it was frustrating. Besides the noise, random interruptions by workers and the SP Group recovery team also made it impossible to concentrate.
On normal days, we could visit the toilet up three times easily. But when workers were coming, we rushed to clear our stomachs early. The idea of lingering smells while workers were around was mentally torturous and extremely embarrassing.
Tengah was still new then, and the nearest coffee shop was about a 15-minute walk away. During the workers' lunch breaks, they usually ate quickly at the void deck. We had to make sure someone was always home to let them back in, so my wife and I coordinated carefully-one of us stayed, while the other rushed out to buy lunch. Once, when my wife was away, I was alone, and to SP Group's credit, Tony from the service recovery team bought me a packet of cai png.
We had leftover paints from our renovation that we needed for future touch-ups. Despite giving SP the paint codes earlier, painters always asked to borrow our leftover paint from renovation, saying it was the only way to start work immediately. After "lending" it, we had to chase SP to get it back. SP later advised it was better to use leftover paint anyway, as fresh paint of the same code would look different. They could have repainted the whole wall properly instead of doing sloppy patchwork.
Some painters admitted openly they were only given limited time to do touch-ups. They rushed through, painting over the walls without proper scraping, which made the results terrible. Once, a worker even left the job unfinished because he had to rush to another CCS victim's house. Later, I had to push SP to get the worker back to complete the flawed work. Frankly, instead of fixing tiny scratches badly, they should have just repainted the whole wall properly.
My wife began cooking because the nearest food options were far away. However, we never knew how long the repair works would take each day. We didn't want to pressure the workers, believing good work took time. Still, deciding whether to cook was stressful, especially because it meant defrosting food hours ahead with no guarantee we could even cook that night.
Although the workers kindly swept the floor before leaving, it was never good enough. Every time they left, I had to sweep and mop the whole house all over again. And even then, I didn't have the energy to clean everything, especially surfaces like power socket, door frames.
After each PU injection repair, we were told to test the CCS air-conditioning system by running all FCUs. While SP said the extra chilled water bill would be waived, my wife and I hated the cold. Even though CCS was far from my old Starmex system at my parents' place, running it at 16°C for long hours still made the whole house freezing eventually. Once, after cleaning up post-repair in cold and rainy weather, I even suffered a foot cramp.
Although we had fewer furniture items-thanks to CCS delaying our home completion-it was still tiring to move things back to their original places every single time after workers left.
Throughout this dispute, we felt that many of SP's proposed resolutions did not adequately address the losses, disruption, and uncertainty we had experienced. Below is a summary of some of the offers made and why we declined them.
After SP's fifth unsuccessful attempt to rectify the CCS trunking, SP's representative, Tony, arranged for his team leader, Ayu, and several colleagues to visit our home. I initially expected the session to focus on an apology and a discussion about a refund. Instead, a larger group arrived than I had anticipated, and much of the discussion centred on persuading us to allow yet another repair attempt.
During the meeting, SP verbally offered the following if we agreed to a sixth repair attempt:
After months of disruption, repeated repair works, and the impact on our daily lives, we felt that a $300 voucher did not meaningfully address the losses and inconvenience we had experienced.
At the time, we reviewed the insurance information available to us. Based on our understanding, it did not provide coverage for all potential future CCS-related issues. We were concerned that if problems emerged after the warranty period, we could still face substantial repair costs.
Some days later, they decided to throw in more gimmicks, delivered verbally again. They claimed "on top of the previous items we offered you previously", without even listing them:
By this stage, our confidence in the CCS had already been severely affected. Additional products did not address our primary concern, which was the reliability and long-term viability of the cooling system itself.
After numerous repair and touch-up works, we had already spent considerable time cleaning up dust, debris, and disruption ourselves. While cleaning services may have been helpful, we did not feel that they addressed the underlying issues we were facing.
While these offers may have been intended as goodwill gestures, we felt they did not address the root issue. Our concern was not the lack of vouchers or complimentary services, but the continued uncertainty surrounding a system that had already failed five times.
We declined these proposals for the following reasons:
Five tries, and they failed badly. The majority of the CCS users I have talked to have already cancelled it or have planned to cancel it when the problem arises after warranty ends, or once they have enough saving to purchase a trusty conventional air-con system.
During the discussion, I asked whether the next repair could be guaranteed to permanently resolve the issue. The Daikin supervisor candidly stated that he could not provide such a guarantee. Given that five previous attempts had already failed, we felt it would be unreasonable to continue accepting further invasive repair works without confidence that the issue would be permanently resolved.
When we first moved in, we didn't notice the condensation. Water dripped onto the floor and my wife slipped and luckily she didn't fall.
I ignored quite a number of clients' enquiries because of the mess SP had given us. Each time, I thought I would just need to pick myself up after the next repair, but they didn't stop.
In terms of our house, we were waiting for the air-con to be fixed, so that we could start adding furniture to our first home to begin our lives. It was months of terror. For me, clients were seeking studio photography. There's once when I was over-confident with CCS's repair team that I agreed with a client to schedule a studio shoot at my house. Suddenly, the leaking resurfaced after the repair, and I almost broke down. If not for I trusted SP so much, I wouldn't have accepted the shoot request. The good reputation I had built for over 10 years was almost damaged by SP. Since then, I put up a notice on my website that my studio didn't have air-con. It helped me to turn away clients without having me feeling upset, having to explain to them how crazy my situation was each time.
My old Starmex at 26 degree setting made me hide under the blanket very soon. CCS at 25 degree took probably an hour to make the room not too warm, while we would start sweating sometimes in the middle of our sleep. The SP staff used my particulars to lodge a report but nothing was done ever since.
The FCU of the CCS is unusually noisy. We had to set the fan speed to the middle (speed 2) so that it wouldn't be too stuffy. Yet, at speed 2, we found it to be noisy. The weirdest and most annoying thing was the weird noise from the FCU. I was told that the valve would cut off the chilled water once it detected the temperature set had been reached, and that system had caused the noise. So, there would be a few cycles of it throughout the night.
As more residents began comparing their CCS bills against the electricity consumption of conventional air-conditioning systems, many questioned whether the promised cost savings were being achieved in practice. This became a significant concern for us.
Furthermore, with lack of popularity, fewer users would be sharing the cost of the main condenser, which would likely affect the cost in future.
We were unable to obtain a clear explanation of how chilled water rates were calculated and reviewed. As consumers, we felt uncomfortable committing to a pricing structure that we did not fully understand, particularly when the rates could be revised periodically.
Since we were never so silly to take up SP's pleading after we had already given them five goodwill chances, which they failed, SP decided to just treat us like dirt, by offering us just 50% refund. Anyone who wanted to cancel it without facing any problem would have gotten the 50% refund. On top of that, we had already suffered a lot of damages.
We firmly rejected SP Group's proposed 50% refund for the following reasons:
The CCS system delivered to us was defective upon installation. We did not cancel the service out of personal preference, nor due to a change of mind - it was the poor product quality and SP Group's failure to deliver what was promised that forced us into this situation. It is fundamentally unjust to impose a financial penalty on a customer who received a defective product through no fault of their own.
Instead of immediately demanding cancellation, we acted in good faith by allowing SP Group multiple chances to repair the defects. Despite numerous visits by technicians and interventions by their service recovery team, the problems persisted. Penalising us with a 50% refund after we demonstrated patience and cooperation is not only unreasonable - it punishes the very customers who showed goodwill.
Even after multiple failed repairs, SP Group could not guarantee that the issues could be fully resolved, nor could they provide a clear timeline for achieving a working system. It would have been unreasonable and irresponsible for us to continue living with ongoing defects and uncertainty. Accepting a 50% refund would suggest that we agreed to shoulder the consequences of SP Group's unresolved technical failures - which we do not.
Throughout this ordeal, we spent significant time dealing with their technicians, workers, call centre agents and service recovery team - at the cost of our professional work and personal wellbeing. We endured emotional distress, inconvenience, physical discomfort, and financial losses. SP Group made no offer whatsoever to compensate for these damages. Accepting a 50% refund would have meant forfeiting all our rights to claim for the real losses suffered - an entirely one-sided and unfair outcome.
SP Group's standard penalty policies were intended for customers who cancelled voluntarily without facing any issues. In contrast, we were victims of a defective installation and service failure. Imposing the same 50% penalty on us - as though we cancelled for personal reasons - is unjust, insensitive, and completely inappropriate under the circumstances.
Throughout the process, SP Group consistently refused to acknowledge their mistakes or take meaningful responsibility. There was no formal admission of fault, no apology for the defective installation, and no fair compensation offered for the consequences borne by us. Accepting the refund would have absolved them of all responsibility - something we cannot, in good conscience, agree to.
After months of unresolved issues, failed repairs, denials of responsibility, and an unfair refund proposal, the trust we placed in SP Group was irreparably damaged. Continuing with the service, or accepting their terms quietly, would have meant endorsing unacceptable treatment of consumers. We refuse to legitimise such behaviour.
Since some people aren't familiar with CCS, I'll try to explain it in simple, layman's terms based on my own understanding and experience. I'm not an expert, and this isn't an official explanation - please feel free to correct me if I've gotten anything wrong.
Should you want to know about what happened to the earliest batch of victims, do read the CNA article above.
Above: Watch it from 1:03 to 3:35 to understand more about CCS. This unit should be located at Plantation Grove.
Also, watch Uncle Eric's explanation on Tengah CCS (Youtube Shorts).
Uncle Eric is a popular, passionate and experienced air-conditioner wizard.
If you'd like to read a full Tengah Centralised Cooling System review from an actual resident - complete with insights, experiences, and tough questions - please visit my dedicated
Tengah CCS Review page.
If you are facing urgent CCS issues, such as leaking, you should contact SP hotline 1800-2255111 immediately.
For practical tips, reporting workflows, cancellation and official resources to help fellow residents handle cancellations, leaks, bills, servicing, and safety hazards, please visit my
Tengah CCS Victim Support page.
To seek helps from real residents, you should join the Telegram Group: Tengah CCS Issue. Please note that upon requesting to join, a bot may DM you to verify yourself as a human.
We stayed silent at first, on the advice of Dr Amy Khor's volunteers, believing SP Group would do the right thing and refund us for their defective air-con system. After all, it was simple: they delivered a defective product, we gave them multiple chances to fix it, and they failed - whether due to poor design, materials, or workmanship.
But instead of accountability, we got gaslighting and evasion. After suffering for over a year and a half, we finally turned to the media - because no one in a fair, just country should have to go through what we did.
We're open to thoughtful media conversations that support transparency, emotional wellness, and community care. If you're a journalist, blogger, or storyteller curious about our CCS experience or photography journey, we'd love to hear from you.
To help us respond with clarity and care, please include:
We do our best to respond promptly, but please understand that we may decline interviews or coverage that doesn't align with our values of sanctuary, clarity, and emotional safety.
Thank you for approaching gently-we appreciate your interest and care.
This page was originally created to help my potential clients understand the difficult period I was going through due to the prolonged issues with Tengah CCS.
During that time, the intense stress made it difficult for me to respond to enquiries promptly, or sometimes even at all. It was too draining to explain the situation individually, and I seek your kind understanding.
Over time, as more friends, fellow Tengah residents, and other CCS users became aware of my experience and showed concern, this page also served as a way to update them without repeating the painful details.
On 27 April 2025, following a request by Dr Choo Pei Ling (GE2025 candidate for Chua Chu Kang GRC) for a full account of my experience, I made the effort to gather and organise more information.
In the spirit of transparency - something I personally believe companies should uphold - I have decided to share everything publicly here, instead of keeping it behind closed doors.
Thank you for taking the time to read. I appreciate your understanding, support, and interest.
The information shared on this page is based on my personal experiences, memories, and available records.
I have made every effort to ensure the accuracy of the details at the time of writing. However, some information may be subject to personal recollection and may not reflect the most current developments.
This content is intended for informational purposes only and should not be taken as legal, financial, or professional advice.
Readers are encouraged to conduct their own research, seek independent advice where necessary, and exercise their own judgment when making any decisions.
I disclaim any liability for any loss, damage, or inconvenience arising from the use of this content.
I would like to formally declare that, should anything adverse happen to me, full responsibility shall lie with SP Group, as well as the relevant authorities from whom I have sought assistance but failed to receive adequate protection or resolution.
The prolonged mistreatment and ongoing distress inflicted by SP Group for over a year have caused me severe mental stress and emotional suffering.
This statement serves to record the serious toll the situation has taken on my well-being, and to make clear where accountability rests.
Our CCS journey has been anything but easy-woven with confusion, fatigue, and moments that tested our spirit. Yet through it all, we've been quietly held by people who showed up with kindness. A handshake. A message. A visit. A promise to follow through. These gestures, however small they may seem, reminded us that we weren't alone.
This list is our way of saying thank you to those who stood beside us, in ways both seen and unseen. If we've missed anyone, please know it's not from forgetfulness but from being overwhelmed. Our hearts are still catching up to all the care we've received.
– for providing constant advice and support.
– for writing the petition to (former prime minister) SM Lee, which opened the can full of worms.
– for reaching out to the SP service recovery team when I was left completely helpless and clueless after their first repair work, which had turned my home into a warzone.
– for visiting our home within hours upon learning about our sufferings after SP's five failed attempts.
– for documenting our case during her three MPS visits.
– for welcoming us with a handshake after her team recorded our story during our first visit to her MPS.
– for messaging me on Facebook after I shared our story on his post, and for referring our case to the relevant government agency.
– for accompanying us to CASE and giving us a lift home afterwards, and checking out on our situations from time to time.
– for taking note of our case and advising us to gather additional reports from other victims.
– for listening to our CCS trauma during the free ice-cream event before GE2025, and for promising to follow up closely on our case with SP.
– for replying to our email and referring our case to the relevant government agency.
– for replying to our email and referring our case to the relevant government agency.
– for speaking with me during the GE2025 period and encouraging me to trace back and build up my story on this page. That process helped the mainstream media cover my CCS experience.
– for taking down notes on our CCS trauma during GE2025 and promising to urge Dr Choo to follow up on it if she were to win the election.
– for referring our case to the relevant government agency.
– for addressing our CCS problems over the phone.
– for documenting our CCS trauma during her two MPS visits.
– for personally coming over to speak with me at the conclusion of both MPS visits.
– for sharing his concern on our CCS trauma to Tengah's MP Dr Choo.
– for covering my CCS injustice.
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