Estate+Complaint+by+Alice+and+Sarah

To: Becky Chan (Accounts Department) From: Jan Wong (Estate Officer ) Date: 4 Feb 2010 Subject line : Various Problems

Hi Becky

I have received a comp lain letter from Ellen Ma. Can you help me solve the problems?

Ellen talks about 3 problems:

1.Garbage collection system 2.Security risk from losing key 3.Lack of consultation 4.Ruder and unhelpful staff

For the 3rd problem, I think this issue may be too urgent to consult all the residents. For the last problem, Miss Ma probably talks about the new staff.

Do you have any advice? Maybe we can provide a free gift for her.

Cheers

Jan Wong

To: Richard Chan (Estate Manager) From: Jan Wong (Estate Officer ) Date: 5 Feb 2010 Subject line : Various Problems

Dear Mr Chan

I have received a compl ain letter from a resident, Ellen Ma. Problems she mentioned are listed below.

1.Garbage collection system She felt inconvenient as she lost her key. Thus, I recomme nded to use password system for the garbage room.

2.Security risk from losing key She worried that if the thefts (person) get the key she lost, they can access the back stairs and go to certain flats. I suggest installing a CCTV in the back stairs.

3.Lack of consultation She complained that most of the policy (...) (passive) implemented without consultation. One of the possible solutions is to held regular meeting or makes have email feedback.

4.Rude and unhelpful staff Part of the new staff was (staff are plural) impolite and unhelpful. Therefore, it is concerned to provide more training to new staff.

Besides, we can provide a free gift for her to show our goodwill. I hope these solutions are adequate.

Regards, Jan Wong

The Estates Manager Collier Estate Management Ltd 22 First Street Ma On Shan

6 Feb 2010

4/F Richland Court Ma On Shan

Dear Miss Ma

Re: Various Problems (negative)

(refer to her letter) Thank you for bringing these various issues to our attention. We sincerely apologize for the problems you mentioned.

Regarding the garbage collection system, we are planning to install a password system in the garbage room. It will be more user-friendly and convenient to our residents. For safety reaso ns, we will change our password regularly so that the password will not be disclosed to the third party. Also, we will install CCTV in the back stairs.

(refer to problem) We are regret that some issues are too urgent to consult every resident. However, we will organize some regular meeting for gathering the opinion of the residents. Also, we will make the email feedback to all of you.

Finally, we must apologize for the poor impression made by of some of our staff. We will organize more training progra ms to enhance their communication skill. We believe that it is helpful to maintain good long term relationship with our residents. To show goodwill, we will offer you a free gift. Also, before the installment of the password system, we will give a new key to you. I hope that these solutions are satisfactory. (thank again for her feedback)

Yours sincerely

Jan Wong

Estate Officer