Tengah CCS Centralised Cooling System Updates 2025
đ What They Don't Tell You About Tengah's Centralised Cooling System. đŚâ ď¸
TLDR
We supported Singapore's eco-friendly push by signing up SP Group's CCS in our new BTO flat when we were at the HDB Hub. Later, despite concerns about aesthetics and condensation, we stayed committed. Sadly, after moving in, condensationâand eventually a full-blown waterfallâinvaded our home. We endured five draining repairs, countless visits and touch-ups (even until 11pm), and repeated gaslighting from SP service recovery team.
We requested a full refund so we could replace the system with a reliable conventional air-con, but SP refused. Left with no choice, we sought help from our MP Dr Amy Khor (three times) and Minister Desmond Lee, but SP remained unmoved.
It remains an ongoing battle since April 2024, for our dignity and for a full closure so that we can truly begin our lives.
Important Notice
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, 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 â something I personally believe companies should uphold â 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.
Summary
Just days before 2023 ended, my wife and I finally received the keys to our first homeâa 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 issuesâmuch 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 trunkingâcompletely 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.
Above: PU form injection for CCS failed due to poor workmanship
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 sessionsâone of which lasted until 11 pmâeach 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 messâdust 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 uncertaintyâand 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.
Above: A bucket has to be placed underneath the CCS FCU because it's leaking
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-friendlinessâa 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 systemâsomething 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.
Tengah CCS Waterfall
Above: The CCS started waterfall on 31 October 2024, near midnight, just when we were about to go to bed.
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 drippingâa 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 minuteâa 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 limboâwithout the cooling system we paid for and without the freedom to pursue a solution.
Tengah CCS Leaking Resumed
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.
Gallery
Lousy touch up work from SP on key collection
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.
Cracked paint - workers didn't suspect it's due to condensation
Above: Cracks on surface due to condensation. Workers didn't even notice during touch-up to warn against potential issues.
1st time condensation was noticed
Above: Condensation was first noticed. The entire trunking was affected.
1st repair work
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.
Leaking found after 1st repair
Above: Leaking near kitchen. Note that the water might have gotten into electrical appliances, which poses dangers.
"Trapped" inside room during 1st PU injection (Second repair)
Above: Workers covered the room entrance to prevent debris from entering the room.
Above: Debris and dust still got into the room anyway.
Touch-up work thereafter
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.
Condensation found after 1st PU injection
Above: Condensation found after first PU job, nearer to the right side of the photo (3 white spots).
2nd PU after inspection
Above: Very bad workmanship found after opening the trunking. Entire trunking was opened and 2nd PU injection proceeded next.
Lousy touch-up
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.
Condensation found after 2nd PU injection
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.
3rd PU injection
Above: Opening of the trunking at the living room to redo PU injection
Above: Wider view.
Trunking realignment + 4th PU injection
Above: Horribly misaligned trunking with third world workmanship, and SP offered to touch up.
Above: After realignment of trunking casing.
Condensation found after 4th PU injection at the same spot
Above: Condensation found at the exact same spot as previous.
Above: More condensation seen.
Above: And more condensation seen.
Waterfall
Above: Initial collection of CCS waterfall water. Note they weren't enough to prevent water from splashing on the floor.
Leaking 1 month after waterfall
Above: Water leaked 1 month after waterfall and I almost fell due to the big pile of water.
Above: Condition on the CCS trunking.
Enduring buckets blocking corridor
Above: Since then, we had to increase the number of bucket to two, to collect water below the FCU, blocking the corridor.
Full Event Timeline
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Wednesday, 27 December 2023:
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.
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Monday, 19 February 2024:
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.
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Wednesday, 27 March 2024:
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.
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Monday, 22 April 2024:
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" -
Tuesday, 23 April 2024:
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.
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Thursday, 25 April 2024:
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.
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Monday, 29 April 2024:
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.
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Tuesday, 30 April 2024:
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. -
Friday, 17 May 2024:
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.
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Saturday, 18 May 2024:
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.
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Tuesday, 21 May 2024:
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. -
Thursday, 23 May 2024:
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.
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Thursday, 30 May 2024:
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.
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Monday, 3 June 2024:
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.
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Tuesday, 4 June 2024:
SP's Tony visited.
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Wednesday, 5 June 2024:
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. -
Friday, 7 June 2024:
(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"
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Monday, 10 June 2024:
Technicians visited to investigate. Alson didn't join them.
Tony visited after that.
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Tuesday, 11 June 2024:
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.
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Wednesday, 19 June 2024:
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.
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Thursday, 20 June 2024:
Requested Tony to alias with Daikin and he informed me it would be 25 June between 9-12pm.
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Monday, 24 June 2024:
Daikin's Daniel WhatsApp texted me using +65 96948683 to get my paint code.
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Tuesday, 25 June 2024:
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.
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Wednesday, 26 June 2024:
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" -
Thursday, 27 June 2024:
Daikin called to arrange the next touch up work on Friday, 5 July, between 9 am to 12 pm.
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Wednesday, 3 July 2024:
(22 days after previous repair) Condensation/leaking was seen near the FCU in the living room.
Tony said he would inform Alson.
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Thursday, 4 July 2024:
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.
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Friday, 5 July 2024:
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.
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Tuesday, 9 July 2024:
Tony dropped by to pass me pastry.
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Wednesday, 10 July 2024:
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.
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Wednesday, 17 July 2024:
(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.
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Thursday, 18 July 2024:
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. -
Wednesday, 24 July 2024:
Tony visited.
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Tuesday, 30 July 2024:
WhatsApp texted Tony to check for the returning of paint from the painters.
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Thursday, 8 August 2024:
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.
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Wednesday, 28 August 2024:
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.
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Friday, 30 August 2024:
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.
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September to October 2024:
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.
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Monday, 16 September 2024:
Tony visited to deliver liang teh to me.
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Monday, 23 September 2024:
WhatsApp texted Tony to get updates regarding the chilled water bill and he told me it would be reflected in my next bill.
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Monday, 14 October 2024:
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.
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Monday, 28 October 2024:
Second visit to Dr Amy Khor's MPS. She wasn't around and we were attended by her volunteers like previous time.
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Thursday, 31 October 2024:
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.
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Friday, 1 November 2024:
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. -
Monday, 11 November 2024:
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.
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Tuesday, 26 November 2024:
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.
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Friday, 20 December 2024:
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.
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Thursday, 27 March 2025:
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.
Our Damages
This is what the past year has cost us:
- Change of Marriage Plan:
It was our dream to hold our ROM at home, which would be the most meaningful venue for us. We would cater a buffet for every guest since we couldn't afford to host too many guests at a restaurant due to my budget. Unfortunately, the CCS disaster 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.
- Parents Yet to Visit:
Since collecting our keys on 27 December 2023, our parents have yet to visit our homeâentirely due to the ongoing CCS mess. Our house just isn't ready. And we don't want our old folks to break down when they see the condition of our new house.
- Sleep Disorder:
We haven't been sleeping well. This unresolved issue haunts us daily, leaving us mentally overwhelmed. It's hard to believe such a situation is happening in Singapore and we feel being bullied by a big local corporation and left helpless even after seeking help from the government. We feel physically, emotionally, and spiritually drained.
- Direct Loss of Business:
As a freelance photographer, I had long planned to use our home as a photo studio to create a good stream of income. Persistent leaks, invasive PU injection work, and the lack of air-conditioning destroyed that dream. I often had to explain the situation to potential clientsâmany were shocked. I eventually had to update my website to indicate that my studio doesn't have air-conditioning to prevent having to repeat this story.
- Indirect Loss of Business:
There were times I was so stressed that I couldn't respond to new photography enquiries. I struggled to give my best to clients who had placed their trust in meâeven though many knew I was enduring the most difficult period of my life.
- Destroyed Family Planning:
Our family planning has been indefinitely postponed. My wife's age is catching up, and it's now likely we'll have to give up on that dream altogether, as it is becoming increasingly risky for her to conceive.
- Sleeping without Air-conditioning:
Since the waterfall incident on 31 October 2024, we have been unable to use any air-conditioning. SP Group's refusal to acknowledge fault or issue a full refund prevents us from replacing the failed CCS system with a conventional, proven, safe, and reliable solution.
- Poor Health:
Within the first four months of the year 2025 alone, both my wife and I had fallen sick around three times. My suspicious is on the mould inside and outside the trunking due to the previous condensation and waterfall. Our dining table is located near it.
- Direct Financial Loss:
Out of goodwill, we accepted SP's request to test the CCS after every (failed) repair. We were promised that the chilled water bills would be waived off but SP didn't compensate us for the electricity bills for the four FCUs.
Living in a War Zone: Our Battle with CCS Repairs
Imagine thisâyou'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.
- Packing and Preparing the House:
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.
- Adjusting Our Routine and Waking Up Earlier:
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.
- Anticipating Workers' Arrival:
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.
- Enduring Strangers in Our Home:
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.
- Monitoring the Workers:
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.
- Living with the Noise:
The constant knocking, drilling, and scraping was unbearable. The noise was so torturous it felt like it drilled straight into our skulls.
- Being Trapped Inside a Room:
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.
- Forgoing My Nap:
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.
- Unable to Work from Home:
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.
- Toilet Trauma:
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.
- Lunch Struggles:
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 carefullyâone 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.
- Leftover Paint Issues:
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.
- Half-Done Painting Work:
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.
- To Cook or Not to Cook:
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.
- Cleaning Up After Every Session:
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.
- Enduring the Cold from Testing:
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.
- Putting Everything Back in Place:
Although we had fewer furniture itemsâthanks to CCS delaying our home completionâit was still tiring to move things back to their original places every single time after workers left.
Why Accepting SP Group's 50% Refund Would Have Been Wrong
We firmly rejected SP Group's proposed 50% refund for the following reasons:
- The Product Was Faulty from Day One:
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 â 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.
- We Gave SP Group Every Reasonable Opportunity to Rectify It:
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 â it punishes the very customers who showed goodwill.
- SP Group Could Not Guarantee a Full Fix, Nor a Reasonable Timeline:
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 â which we do not.
- No Compensation for Time, Pain, or Loss of Income:
Throughout this ordeal, we spent significant time dealing with their technicians, workers, call centre agents and service recovery team â 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 â an entirely one-sided and unfair outcome.
- Penalty Policies Were Applied Without Fair Context:
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 â as though we cancelled for personal reasons â is unjust, insensitive, and completely inappropriate under the circumstances.
- No Acknowledgment of Their Accountability:
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 â something we cannot, in good conscience, agree to.
- Trust Was Broken Beyond Repair:
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.
-
In summary:
- We did not ask for a defective product.
- We did not act in haste.
- We extended goodwill and patience far beyond reasonable expectations.
- And yet, we were offered a refund that unfairly punished us, without any compensation for the real suffering and losses we experienced.
- Thus, we had no choice but to firmly reject SP Group's proposed 50% refund.
Useful Links
- CNA: SP Group to cut cooling system usage rate, waives fees until year-end after Tengah home owners' complaints
- CNA article in year 2023 so that you can get a full picture of the initial CCS development.
- 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.
- Telegram Group: Tengah CCS Issue
- Please note that upon requesting to join, a bot may DM you to verify yourself as a human.
- NEA: Choosing the Right Cooling Capacity for your Air-Conditioner
- NEA's guideline for the correct air-con unit to be used. Spoiler alert: CCS's 9k BTU FCU is insufficient for most living rooms. Joke of the day: Daikin is one of the companies that have given inputs for the guideline.
FAQ
- Would you advise me to use Tengah CCS?
- I encourage you to read through my story and make an informed decision for yourself. Please conduct your own research, especially regarding monthly utility bills. I recommend performing a risk assessment and carefully weighing the pros and cons.
Perhaps, if you have any friend working in HDB, do ask them privately for their advice and you will get the right answer.
On a personal note, I believe that if more users sign up, the chances increase that someone with the right influence or connections may experience issues and successfully escalate the matter to benefit the broader community. - My Tengah CCS is leaking or has condensation. Should I give them a chance or cancel the service immediately?
- This is a personal decision. For transparency, I share that I gave them multiple opportunitiesâfive in totalâto rectify the issues in my unit, but the problems persisted.
In my experience, there was a refusal to acknowledge the shortcomings or take full responsibility. Despite the significant time and inconvenience I endured dealing with their technicians, service recovery team, workers, and call centre staff, no compensation was offered.
When I chose to terminate the service, I was informed that, according to their stated policies, I would receive only a 50% refundâsimilar to others who cancelled after key collection even without discovering any issues. - I've subscribed to CCS and people are advising me not to do false ceiling or box-up. Any comment?
- If you've chosen to subscribe to CCS, that likely means you trust the system and the assurances provided by SP Group. If so, there should be little reason to doubt its reliability during your renovation planning.
Many homeowners choose to install false ceilings and box-ups to achieve a clean, seamless design with recessed lighting for a more refined ambience â and that's perfectly understandable. However, it's important to weigh this design preference against the practical need for long-term accessibility to the CCS trunking and piping.
If you proceed with full concealment, and any future issues arise that require access to those areas, rectification could become more complex and costly after the CCS warranty ends. Ultimately, the decision is yours, but it's only fair to take full responsibility for the consequences of that choice, just as with any renovation decision.
Disclaimer
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.
Declaration
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.
Last updated: 13 May 2025
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