Collier+Estate+by+Lillian+and+Lizzy

Collier Estate Management Ltd 22 First Street Ma On Shan    28 Oct 2010    Ellen Ma 4/F Richland Court Ma On Shan    <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">Dear Ms. Ma <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">**Reply to** <span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">complaint **letter** <span style="background-color: #00ff00; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">(negative) <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">In <span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">respone to your letter of 3 February 2010 regarding several <span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">problems of our services, we must sincerely apologise for the inconvenience you have been caused and I am grateful to you for bringing this situation to my attention. <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">Concer<span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">ned about inconvenience after lost key of the Garbage Collection System, we are happy to tell you that we are preparing to convert the current <span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">lockers into password systems. We will also leave spare key with security guards in order to<span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> prevent the forgetfulness of the passwords.<span style="background-color: #00ff00; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">(unclear solution - why do you need a key if changing to a password?) <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">As for the security risk, together with the password system, we would like to increase security patrols and <span style="background-color: #00ff00; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">install CCTV in back stairs. Therefore, it could to a great extent enhance the security controls. <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"><span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 11pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;">Regarding the consultation issue, <span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 12pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;">I <span style="background-color: #ff0000; color: #000000; font-size: 12pt; font-style: normal; font-weight: normal; line-height: normal; margin: 0px; text-indent: 0px; vertical-align: baseline;">regret <span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 12pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;">) <span style="background-color: #00ff00; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">(why regret something that you did right?) <span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 12pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;"> to inform you that indeed we did <span style="background-color: #00ff00; color: #000000; font-size: 12pt; font-style: normal; font-weight: normal; line-height: normal; margin: 0px; text-indent: 0px; vertical-align: baseline;">(do) <span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 12pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;"> conduct surveys via e-mail whenever we <span style="background-color: #ff0000; color: #000000; font-size: 12pt; font-style: normal; font-weight: normal; line-height: normal; margin: 0px; text-indent: 0px; vertical-align: baseline;">planed <span style="background-color: #00ff00; color: #000000; font-size: 12pt; font-style: normal; font-weight: normal; line-height: normal; margin: 0px; text-indent: 0px; vertical-align: baseline;">(tense) <span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 12pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;"> to make changes. However, there were limited responses. In order to improve our consultation, we have decid <span style="background-color: #00ff00; color: #000000; font-size: 12pt; font-style: normal; font-weight: normal; line-height: normal; margin: 0px; text-indent: 0px; vertical-align: baseline;">ed <span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 12pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;"> to prolong the consultation period and to provide other consultation channels such as notice board and feedback box in the future. <span style="background-color: #00ff00; color: #000000; font-size: 12pt; font-style: normal; font-weight: normal; line-height: normal; margin: 0px; text-indent: 0px; vertical-align: baseline;">(unclear whether you are writing about one time or all consultations) <span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 12pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 11pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;"> Concerning the matter of staff, it is probably due to the fact that the majority of our staff are new staff and accordingly they are not very familiar with the matters in our estate. As we have been providing intensive training since this year, we guarantee tha <span style="background-color: #00ff00; color: #000000; font-size: 11pt; font-style: normal; font-weight: normal; line-height: normal; margin: 0px; text-indent: 0px; vertical-align: baseline;">t in furture <span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 11pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;"> you will find them more polite and more helpful.

To express our regret and to maintain goodwill, we plan to offer a 5% off on your management fee next year. <span style="background-color: #00ff00; color: #000000; font-size: 11pt; font-style: normal; font-weight: normal; line-height: normal; margin: 0px; text-indent: 0px; vertical-align: baseline;">We h <span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 11pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;">ope that your can have an enjoyable time living in Collier Estate.

Yours sincerely,

Jan Wong <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"><span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 11pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;">The Estate Officer  <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">

<span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 11pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;">

To: Becky Chan <Accounts Department> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">From: Jan Wong <Estate Officer> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">Subject: Resident Complaint <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">Date: 28 Oct, 2010 <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">Dear Becky, <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">A resident has just <span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">complainted about our garbage collection system in respect<span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> of inconvenience after lost key and the following security issues, the lack of consulation with them and impoliteness of our staff. I really need your help about those issues. Treat you to dinner tonight. Gre<span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">ate thanks. <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">Cheers, <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">Jan <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">

<span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">To: Richard Chan <Estate Manager> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">From: Jan Wong <Estate Officer> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">Subject: Resident Complaint <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">Date: 28 Oct, 2010 <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">Dear Richard, <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">I have just received a resident complaint regarding the following issues. <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">(1) Inconvenience after lost key of Garbage Collection System <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">I suggest<span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> to conv<span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">ert <span style="background-color: #00ff00; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">the current key system to<span style="background-color: #00ff00; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> a password system and lea<span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">ve <span style="background-color: #00ff00; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> a spare key with<span style="background-color: #00ff00; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> a security guard in order to <span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">prevent the forgetfulness of passwords. <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">(2) Security risk from lost key <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">I think it might be necessary to increase security patrols and have CCTV in the back stairs. <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">(3) Lack of consultation <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"><span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 12pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;">Although we did email consulting before introducing every change, she complains that we always m <span style="background-color: #ff0000; color: #000000; font-size: 12pt; font-style: normal; font-weight: normal; line-height: normal; margin: 0px; text-indent: 0px; vertical-align: baseline;">ade <span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 12pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;"> chan <span style="background-color: #ff0000; color: #000000; font-size: 12pt; font-style: normal; font-weight: normal; line-height: normal; margin: 0px; text-indent: 0px; vertical-align: baseline;">ged <span style="background-color: transparent; color: #000000; font-family: Arial; font-size: 12pt; font-style: normal; font-weight: normal; text-decoration: none; vertical-align: baseline;"> without consulting. Perhaps we need to prolong the consultation periods as well as to arrange notice board and feedback boxes in order to attract more residents’ attention. <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">(4) Rudeness and unhelpfulness of staff <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">The issue was because most staff were new and lac<span style="background-color: #00ff00; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">ked <span style="background-color: #000000; font-size: 11pt; line-height: normal; margin: 0px; text-decoration: line-through; text-indent: 0px;">of appropriate training. We <span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">will improve the current situation by providng intensive training. <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">In order to show goodwill, I sugge<span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">st to provide the resident with 5% discount of the current year management fee. <span style="background-color: #00ff00; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">I l ook forward to your permission about all the suggested <span style="background-color: #ff0000; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">replies. <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">Regards, <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;"> <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">Jan Wong <span style="background-color: transparent; display: block; font-family: Arial; font-size: 11pt; line-height: normal; margin: 0px; text-indent: 0px;">