Estate+Complaint+by+Candy

To: Becky Chan (Accounts Dept) From: Jan Wong (Estate Officer) Date: 3 Feb 2010 Subject: Resident Complaint

Hi Becky,

I've just got an email from a resident complaining about our new garbage collection system. Here are the problems raised:

1) inconvenience when the key is lost; 2) security problem for back stairs access; 3) poor consultation before installing the system; 4) rude and unhelpful staff in the Management Office.

Do you have any suggestions on how to handle these (...) ? Please reply asap.

Cheers, JW

To: Richard Chan (Estate Manager) From: Jan Wong (Estate Officer) Date: 3 Feb 2010 Subject: Resident Complaint

Dear Richard,

I am writing to inform you about a recent complaint from a resident regarding our newly implemented garbage collection system.

The lady, Ms Ma, mentioned about several concerns:

1. __Inconvenience of using a key:__ Inconvenience might be caused when the residents lo st their keys to the garbage room. To deal with this problem, I think we can replace the key lock with a card reader which allows residents to enter the garbage room with their smart cards.

2. __Security:__ Certain flats can be easily accessed from the back stairs through the garbage room, which is currently out of our monitoring area. Considering the seriousness of this issue, I suggest we increase our security patrols immediately and install a CCTV camera there as soon as possible.

3. __Prior consultation:__ The resident also thinks we did not have enough consultation before changes. In fact, we are using the notice board and feedback boxes to communicate with the residents, which show a low response rate. Therefore, it might be better if we can arrange regular meetings with the residents' committee and also promote the email feedback channel.

4. __Unhelpful customer service staff:__ Lastly, it was pointed out that our temporary staff at the Management Office during Chinese New Year was (staff is plural) rude and unhelpful. I think we might need to provide more training to new staff in the future. To maintain goodwill of the residents, some free gifts can be sent to Ms. Ma.

I hope you find the above solutions appropriate and I look forward to your reply soon.

Best regards, JW

Collier Estates Management Ltd 22 First Street Ma On Shan

5 February 2010

Ms Ellen Ma 4/F Richland Court Ma On Shan

Dear Ms Ma
 * Re: Various** Problems (negative)

I am writing on behalf of Collier Estate Management Ltd in response to your letter dated 3 February 2010. I would like to thank you for bring these issues into our concern and inform you about the investigation we have taken.

Firstly (think of a better way to start each paragraph), with regard to the key system, we have planned to reduce the inconvenience by integrating the garbage door with the smart card system we use in the front door, so that no extra keys will be needed in the future.

Secondly, about the security issue of the garbage entrance, we have increased security patrols at that area and installed a new CCTV camera at in/outside the garbage room.

Thirdly, we have been using the notice board and feedback collection boxes at lobbies to consult on our previous projects. We would also like to improve our communication through regular meetings with the residents' committee. Besides, residents are welcome to send in feedback through email.

Lastly, I have to apologize for the attitude of the temporary staff at our office during the New Year's Eve. To prevent this from happening again, we decide to amend our selection process and provide extensive training to them before they start to work.

I hope you find these solutions satisfactory and we will endeavor to continuously improve our services. Besides, to thank you for the important feedback provided, some small gifts were attached. I sincerely hope that we can continue our excellent relationship in the future.

Yours sincerely Jan Wong