Estate+by+Elaine,+Pixie+and+Ada

To: Becky Chan (Accounts Dept) From: Jan Wong (Estate Management Dept) Date: 3 February 2010 Subject: Complaint about the Estate Management

Hi Becky I've just received a letter complaining about the estate management. I hope you can help me think of some solutions!

The resident, Ellen Ma, talks about three problems: 1. Inconvenience and security concerns of the key of the new garbage room 2. No ne prior consultation of the new garbage collection system 3. Rude and unhelpful management staff

Do you have any advic es ? Do we need to accept all the problems and provide some compensation to Ellen ?

Hope to hear from you soon.

Cheers Jan

To: Richard Chan (Estate Manager) From: Jan Wong (Estate Management Dept) Date: 3 February 2010 Subject: Complaint about the Estate Management

Dear Mr Chan

Arrangements of residents complaints about the Estate Manager (not about the manager in particular; also you need to introduce the email better)

1. Inconvenience and security concerns of the key of the new garbage room

The resident was unsatisfied about the inconvenience when he lost the key in the Chinese New Year Eve and could not get a spare key. Additionally, he was worried about the access to the back stairs from the garbage room. To solve the mentioned inconvenience and security concerns, I propose to adopt password system and increase security petrols. CCTV in the back stairs can also be installed.

2. No ne prior consultation of the new garbage collection system

The resident complained that the new garbage system was introduced without consultation of the residents. Because of time constraints and few respons es from the residents, we decided to manage the minor issues and routine jobs without prior consultation. In the future, regular meeting can be held to ask for advice and announce new proposals. Online qu estionairs can be distributed for feedback.

3. Rude and unhelpful management staff

The third issue is the rudeness and unhelpfulness of the Management Office staff. Because we hire some part time and temporary workers in the Chinese New Year holiday, the lack of training may lead to the poor service quality. Next time, I suggest that we can set up an effective compensation scheme and provide sufficient training.

To compensate for the disadvantage, we can provide the customer with an extra one-month free use of the garbage (what??). Please provide any feedback about this arrangements. (you are asking for approval) Thank you very much for your time and support.

Best Regards Jan

Collier Estate Management Ltd 22 First Street Ma On Shan 3 February 2010

Mr Ellen Ma 4/F Richland Court Ma On Shan

Dear Mr Ma Re: Various Problems (negative) In response to your letter of 3 February 210 regarding the garbage issue, I really must apologize for the inconvenience you have been caused and I am grateful to you for bringing this siuation to my attention.

With regard to the use of key to access the garbage storage room, we checked with the management and discovered that every unit is limited to only one key for safety consideration. I sincerely understand the inconvenience caused by lost key and being unable to throw away the garbage. Therefore, we decide to adopt password system from next month on. In addition, we will install CCTV in the back stairs to minimize future loss. (future loss of what?)

The reason for no prior consultation with residents is due to time constrant a nd few responses. In oder to carry the new garbage collecting system according to schedule, we assume few responses indicates consent on the new policy. To improve it, (what?) we will arranger regular meeting with you.

Having investigated issue of rude and unhelpful staff, we discover the one you met was one of our part-time workers who we hire during the Spring Festival only. We promise to provide more training to them and we ensure this situation never happen again.

We value you as our customer and as a token of our regret, we would like to offer an extra one-month free use of the garbage (...) of March.

Please accept our apologies once again for the inconvenience caused. We look forward to your support.

Yours sincerely

Jan (...) Estates Manager