Candy+and+Jessica

To: Becky Chan (Accounts Department) From: Jan Wong (Estate Officer) Date: 28 Oct 2010 Subject: Complaint about ne w ga rbage co llection sy stem

Hi Becky

I've just got a letter complaining about the new garbage collection system recently introduced. I hope you can help me think of some solutions!

The complainant, Ellen Ma, talks about 3 issues:

1. Inconvenience and security risk from lost keys 2. Lack of prior consultation 3. Rude and unhelpful lness staff of Management Office

I think the problems arised mainly due to the time constraint. This matter is so urgent that we do not have time to ask residents' advice. Also, Management Office hired temporary staff recently and they may lack of experience in dealing with complaints.

Do you have any advice for solutions? Maybe we can give Mr Ellen a discount on the management fee for the coming year?

Hope to hear from you soon.

Cheers

Jan

To: Richard Chan (Estate Manager) From:Jan Wong (Estate Officer) Date:28 Oct 2010 Subject:Complaint about the new garbage collection system (as before)

Dear Richard

I have received a complaint concerning the garbage collection system newly introduced.

1. Inconvenience and security risk

This problem arises when the keys are lost and the existing safety (wrong word) measures are inadequate. To address this concern, I recommend a password or smart card system should be installed. Alternatively, we could leave spare keys with the security guard for emergency purpos es. Also, we should arrange more security petrols and set up the CCTV system in the back stairs to enhance the community safety.

2. Lack of prior consultation

It might have been due to the tight time limit that so we did not seek for residents' advice in advance. A possible solution would be to apologise to residents and remind management officers to follow the regulations next time.

3. Unhelpful staff

The newly hired temporary staff might not receive much job training. Therefore, I suggest that more workshops on social etiquette should be provided to the Management Office staff.

As a way of compensation, we can offer the residents a 5% discount of the management fees next year.

I hope these suggestions are satisfactory

Jan Wong

Collier Estate Management Ltd 22 First Street Ma On Shan

28 October 2010

Ellen Ma 4/F Richland Court Ma On Shan

Dear Mr Ma __Re: Garbage Collection System__ In response to your letter of 3 February 2010 regarding the garbage collection system issue, we sincerely apologise for the inconvenience cau se to you and appreciate your bringing this matter to our attention.

Having investigated the issue, it appears that the lack of prior consultation was due to the time constraint. Also, our newly hired staff were temporarily employed by Management Office and thus quite fresh on their jobs. (garbage room?) To solve these problem, we would install a password system for you free of charge and arrange more security petrols to ensure your safety. The management officer will inform you the password when ready afterwards. More training sessions will be conducted to the new staff to enhance their communication skills and work ethics.

We assure you that these problems will not happen again and, as a gesture of our regret, we are willing to offer all residents a 5% discount for the management fee next year.

Please accept our apologies for the your inconvenience. We look forward to hearing more constructive feedback from you.

Your sincerely Jan Wong Estate Officer