A Voice for CCS Victims
If you are facing urgent CCS issues, such as leaking, you should contact them at their hotline immediately.
SP Hotline: 18002255111
I'm a real Tengah resident who signed up for the Centralised Cooling System (CCS). Since moving in, I've faced repeated leaks and cancellation headaches. This page is my way of sharing practical tips and lessons learned - some of them the hard way - so that you don't have to. Think of it as a support guide built from first-hand experience, to help fellow residents navigate CCS with clearer expectations and fewer surprises.
The information shared here is based on my own experience and what some fellow victims have kindly shared. It is accurate to the best of my memory, but I may not always be able to update changes in time. The amount of information is gigantic and time-consuming to maintain, so please pardon any mistakes, including typos. I will try my best to improve and update this page regularly. Treat this as resident-driven guidance, not official documentation. Fellow victims are welcome to share their insights with me.
The services provided by SP staff may vary, and processes might (hopefully) improve in the future. Nothing stays the same forever - except, it seems, the condensation issues. Let's hope SP will one day announce publicly that there are no longer any condensation or leaking problems, instead of repeatedly claiming "CCS has been improved". Oh really?
The services provided by SP staff may vary, and processes might (hopefully) improve in the future. Nothing stays the same forever - except, it seems, the condensation issues. Some residents have mentioned that the FCU servicing was brief - limited to cleaning FCU filters - while others reported more thorough checks. This shows that experiences differ, and inconsistency itself is part of the problem. Let's hope SP will one day announce publicly that there are no longer any condensation or leaking problems, instead of repeatedly claiming "CCS has been improved". Oh really?
Have you heard of SP and Daikin staff arguing at a victim's house? SP staff on the ground often push faults onto Daikin or HDB. But remember: you signed the contract with SP, and they are responsible for everything - including your leaking CCS.
When someone tells you to approach or blame Daikin because SP cannot fix your CCS issue, ask yourself: is Daikin going to compensate you directly, or is SP supposed to be the one doing it?
Daikin is just SP's partner or subcontractor. If the quality of their product, materials, or workmanship is poor, who is the company that chose to work with them?
When dealing with SP staff, document all interactions carefully - even consider using your phone for voice recordings. Keep your home CCTV switched on at all times. Always insist on email instead of relying on verbal promises. Staff are trained in PR: friendly, "transparent", even sharing family stories to gain trust. Don't be fooled.
A victim from Plantation Village estate once cited my case to an SP staff member who had visited my home several times. She claimed I lied - saying they only did PU once for me, not four times. Is it really so difficult to be honest about facts that are already well documented? If not for PDPA restrictions, I would have uploaded the photos and videos showing her and her colleagues at my house during those repair sessions. Shame on them.
Remember that any promise given to you can be broken easily, because they assume you and I are just "noise" and can never do anything to them. A verbal contract is still a contract, but it is difficult to prove.
For any CCS problem, always demand a service report, so you know what went wrong and can keep it as evidence. If a big organisation refuses you, it should raise suspicion.
They may offer vouchers for causing you damages due to condensation or leak. If you plan to cancel CCS or take them to court, avoid accepting - it may be treated as a settlement against you.
If you ever face any issue with CCS, seek help and advice from the real current and former victims. You can go to Reddit, and forums.
For immediate help, join the Tengah CCS Issue group in Telegram where I'm also inside. Please note that a bot will DM you to verify that you're a human and you have to do it ASAP in case the bot bans you.
Here are the most common issues reported by Tengah CCS users, based on real experiences.
How do you cancel CCS? From my experience: after their fifth failed attempt to fix my leaking trunking, I told the management team face-to-face that I wanted to cancel. They told me to "wait for news". It never came. I had to chase their staff, only to learn I still had to do it the official way - by email.
Highlight: Days after you send the email, regardless of how emotionally you describe your situation (don't waste time explaining to "robots"), you'll get a default template reply that doesn't even address you by name. It states that by confirming cancellation, you agree to their terms and conditions. WHAT? My advice: reply that you want to cancel, but DO NOT agree to their terms.
If SP sends staff to your house insisting on entry for picture-taking before allowing cancellation, you are not obliged to comply. Just send them an email and CC your MP and CASE to confirm the cancellation.
You have the right to cancel without paying any penalty. Whoever entered your unit to install the unsightedly CCS before key collection must remove everything before your HDB appointment. Some unethical companies will drag it out, claiming they "can't access the unit" until you collect your keys. Meanwhile, they'll keep calling to push you to sign up. CC your MP, HDB, CASE, other "big shots", and news media when you email them to demand removal. Ensure they email you with a confirmation that they will reinstate your flat before your key collection.
They'll demand 17.5% of the cost even though nothing's installed and no material is wasted. Many victims simply refuse to pay. SP may "threaten" to install anyway, so that you will have to pay them 50% then. CC your MP, HDB, CASE, other "big shots", and news media, and state clearly you do not give permission for anyone to enter your home.
Tougher situation. One tip: check if your building is even ready. If major construction is still ongoing, third-party installers won't be allowed in. Don't blindly believe their words - go down yourself or ask knowledgeable Tengah residents to verify.
Refunds capped at 50% "out of goodwill", as if lemon law doesn't exist.
Demand full refunds and compensation for damages for your loss of time, cleaning up fees and even delay in renovation.
Many victims are shocked by monthly costs compared to conventional air-con.
It helps others realise they're not alone and encourages them to speak up as well.
They need volume before they act. Think of it like a General Election: every vote counts.
Don't be surprised if the already high chilled water rate increases further if victims continue to stay silent.
Black or pink mould at the trunking or nearby wall/ceiling means condensation has been ongoing. Contact SP to check it out.
In my experience, repainting alone won't solve the root problem. Demand that SP apply mould treatment after repairing the trunking and before painting.
Call the SP/CCS hotline or scan the QR code to report it.
Many residents have reported water dripping from CCS risers. When issues are not fixed promptly, algae and mould can develop, raising concerns about health and hygiene.
Unfortunately, even non-CCS users are affected, since the risers are part of the building infrastructure. Leaks or condensation inside the riser pipes are usually the cause. The situation has been serious enough that the new MP Dr Choo and her team have looked into it during house visits, with residents sharing pictures and videos.
You can often get quicker action by submitting a report through the OneService App. This helps the authorities document the problem and puts pressure on SP to send technicians to carry out temporary fixes, sometimes faster than contacting SP directly. I have done this for my riser at least twice, and it has proven effective in getting a response.
At the same time, consider dropping an email to your MP (Dr Choo or Jeffrey), so they are aware of the issue and can raise it with SP when they see more residents taking interest.
Immediate Steps: Switch off riser levers → Call hotline → Report via QR code → Keep photos/videos.
When a "waterfall" leak happened to my CCS, we used three pails/buckets to slow down the flood. Meanwhile, my wife was busy mopping the floor while I went to the CCS riser at the common corridor. Fortunately, my neighbour found the CCS document and helped us shut the three levers.
If you choose to take the risk of signing up for CCS, you should be equipped with the knowledge to turn the valves off.
If dripping from the FCU, switch it off and call SP. Likely a misaligned drainage pipe. Even if taped (hahaha) before, it may return. There's also very likelyhood of some "jelly" built-up that's blocking the pipe. This is quite common. Unfortunately, you just have to report to SP and wait for them to send technicians down to diagnose. You might need to live without air-con for some days (hopefully, not longer). Remember to question them if the fix will be permanent - record it down, and/or make them sign physical paper.
For repair and painting touch-up work, you have the right to demand a hotel stay. It is inhumane to make your family - especially a baby - inhale dust and paint chemicals throughout the night, not to mention the odour.
If you previously hired a responsible ID/contractor for your home renovation, you deserve the right to engage the same company to repair your house, including carpentry and painting work, and make SP pay for it. It is unreasonable for SP to insist on using their own (cheaper) contractors to fix damages caused by their unreliable system.
In my experience, the painting work was unsatisfactory and felt incomplete.. You are welcome to come over to my house to witness their poor workmanship. Read on to learn more about the terrible experiences I encountered.
The earlier condensation appears, the better - you'll learn the end game sooner. It's inevitable, just a matter of time. If you give them another chance, insist workers cover all nearby walls with protection, especially the narrow corridor outside your bedrooms. I didn't insist and they damaged the wall opposite. During repair work, it will be dusty even if they attempt to cover the rest of your house properly.
They'll ask for your paint codes, then show up without any paint, asking for your leftover supply. Demand they use their own. Don't fall for excuses about "aged paint on your wall". Insist they repaint the entire wall, not just scratches that they can't pinpoint. Painters are often given only three hours - insufficient for proper work. Escalate to the SP service recovery team (they call themselves the Engagement Team, much like burglars calling themselves Robin Hood), or threaten to complain to your MP, CASE, and the media, and state you want to cancel CCS. Miracles may happen.
This is a common complaint that I have seen on the Telegram group. Booking slots is a nightmare. You can't book too early and yet slots are being taken up quickly. Be fierce - complain and threaten, and suddenly a slot may appear. With Care+ packages, more users will seek servicing, but can the maintenance team even cope?
Marketing says 25°C is "optimal". SP staff advise lowering to 23°C - which means higher bills. They also stand directly in front of the 9k BTU FCU and claim it's cold. You can try emailing them, and CC your MP, HDB, CASE, media and other "big shots".
For my case, the SP staff did help me make a report on this using my contact details, but there's no follow-up at all. It doesn't matter anymore since they failed five repairs and waterfall eventually happened, and I can't turn on the FCUs anymore.
Fan speed 3 sounds like a hairdryer marathon. "Sleep mode" (quiet mode) feels like speed 1 - barely moving air, room gets warmer. Choose between noise or heat. I chose speed 2 previously, and I managed to sleep without perspiring sometimes. Missing my old Starmex badly. Even my older National brand worked better.
The living room FCU default placement for 4-room flat is near the window - terrible for air distribution, especially with a weak 9k BTU unit. Pay extra to move it to the front of the corridor, which is more centralised than the centralised not-cooling system.
Trunking touch-up is often horrible. Big gaps left unfilled, perfect for insects. Report via QR code. Inspect the entire trunking top - workers skip areas you can't see. You can keep reporting until it's properly done, even if it delays your renovation.
Slip-and-slide puddles, waterfall risks, electrocution threats - CCS as an "extreme sport".
Never place electronics under or near trunking because you never know when the condensation or leaking will appear.
Do check your CCS trunking daily for condensation. Make it a routine blessed by the signing up of CCS.
You can collect your CCS air-con controllers from the CCS office (usually near your BSC office) after you have paid up. Remember to bring along if there's any documentation.
You can sync the FCUs to your SP App via QR codes - but beware, codes may be swapped. If you notice you're controlling a different FCU, rename the FCUs in the app.
The app doesn't integrate with smart home systems. You can complain to SP, but they may claim it's the first time they've received such feedback after many years.
Only the first owner can control FCUs. The workaround is that family members must log in with your account to control them.
You may notice lag when adjusting the temperature setting on the SP app. The workaround is to tap slowly, changing the temperature one degree at a time instead of multiple rapid taps.
Keep physical remotes handy - the app goes into maintenance mode sometimes, more frequently than you'd expect.
Conclusion: Physical remote control for CCS is still the king!
Conventional air-cons can smell too (didn't occur to my previous National and Starmex air-cons before), but CCS victims report foul odours often.
Report to SP and wait for them to schedule their staff to check for you. Unfortunately, some victims report that odours do return soon. You probably have to keep reporting about it.
Unsigned emails, delayed replies, silent treatment.
Always CC your MP, CASE, media, and "big shots". They prefer phone calls to avoid black-and-white accountability.
Residents have reported that negative comments vanish within 24 hours like as if no one has any issues with CCS.
Screenshot everything as evidence right after posting. Share the screenshots if you realise your comment has been deleted.
Here's how each reporting channel works, based on real experiences:
✔ Fastest for emergencies
✘ No written record, promises hard to prove
✔ Creates black-and-white documentation
✔ Forces formal response, although they may likely follow-up by phone as well
✘ Response time may be slow
✔ Generates automated case number
✘ Follow-up usually by phone, leaving little trace
Recommended Strategy: For urgent leaks, call first. Then immediately follow up with email (CC your MP/CASE) and submit via QR code to ensure both fast action and written accountability.
Contact details listed here are based on official sources at the time of writing. As numbers, emails, or forms may change, most links point directly to the official pages. If you need the latest or full list of email addresses, please refer to the official websites or reach out to me directly.
Change.org: Demand Government Intervention for Fair Centralised Cooling System Contracts
- Latest CCS petition to PM Wong, other ministers and the President. Please do your part by spending a couple of minutes to sign it.
After exhausting all avenues with SP, I went down personally to the Consumers Association of Singapore (CASE) to seek advice. The officer I met was understanding and explained something important - CASE can only escalate a matter if there's a significant number of complaints.
In other words, for any action to be effective, more affected Tengah residents must file their own reports. CASE will alert the relevant government agencies when they see a spike in complaints, and the authorities also review CASE's data periodically to identify recurring consumer issues that affect many people.
So, if you feel unfairly treated - whether it's about the CCS contract, the chilled water charges, or the repeated failed repairs - please take a few minutes to submit a complaint to CASE. Every report matters.
I also include their email in my email exchanges with SP, although SP will skip their email should they (SP) reply.
If everyone assumes CASE is just a paper tiger and doesn't file a complaint, then nothing will ever work out. Change starts when enough people speak up - and this is one channel that truly counts.
👉 Singapore Government Directory
Should you need help from any Singapore government ministry, for example, MND (in charge of HDB), you can search for the email addresses.
I always ensure I include many authorities in my email exchanges with SP. Don't expect replies from them, but at least they are kept in the loop.
Thank you for being a valuable part of the community. You'll receive good karma for trying to help all current and future victims. Likewise, SP staff will eventually get their CCS karma - it's just a matter of time.
What you can do to help:
Help victims know where to get support. Many victims, I presume, aren't using Telegram and have no one to seek advice from. Share this page widely - on social media and privately with your friends.
If you are facing any CCS problem, attend the Meet-the-People Session (MPS) to see your MP (I visited Dr Amy Khor thrice and Dr Choo twice). Don't expect immediate action, and you may not even get to speak directly to Dr Choo, but it still matters. Also, file an online report with CASE.
All authorities require mass reports before they will act.
Most victims don't voice out, and the internet is filled with sponsored posts that sing praises of CCS. If you have any dispute with SP, use email and CC the news media to keep them informed. Maybe miracles will happen.
The most active space for sharing CCS issues is currently the Tengah CCS Issue group on Telegram. Encourage everyone using CCS to join the group to stay updated on issues, such as condensation problems in both pioneer and latest Tengah estates. Get them to share their experiences there.
However, remind them that the bot will DM to verify they are human.
Disclaimer: This page reflects personal experiences and shared accounts from fellow residents. It is not official documentation. Please verify details independently before taking action.
Together, we make sure victims are heard - silence only benefits those who ignore us.
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