Estate+Complaint+by+KOBE,Martin+and+Sky

To: Becky Chan, Accountant From: Jan Wong, Estate Officer Date: 3 February 2010 Subject: Complaint about the New Garbage Collection System

Hi Becky,

I've just got a complaint letter about the new garbage collection system and other related staff.

There seems to be four problems mentioned in the letter. Firstly, a spare key to the locked refuse room cannot be easily got once the original key has been lost. Secondly, a safety matter raises because the back stairs from the garbage room lead to certain flats. Thirdly, the writer, Ellen, thinks that we didn't talk about the upgrade plan with the residents before we carried out the update. Finally, it seems that our staff in the Management Office are not helpful and polite.

Do you have any suggestions? I really need your help to solve the problem. Just give me a call when you see this email.

Many thanks in advance!!!

Jan

To: Richard Chan, Estate Manager From : Jan Wong, Estate Officer Date: 3 February 2010 Subject: Complaint about the New Garbage Collection System

Dear Richard Chan ,

I have received a letter from one of the residen ts, Ellen , stating that there may be some problems associated with the new garbage collection system and other related matters.

First, the new garbage system requir es a key to open the locked refuse room. As a result, once the original key is lost, a spare key is not easy to obtai ned. I suggest that we can adopt the smart-card system to replace the lock.

Second, it is concerned that possible robbery may arise because the back stairs from the garbage room lead to certain flats. One possible solution could be that more surveillance cameras can be installed to ensure that only residents enter the building.

Another concern is that Ellen thinks that we did not consult the new garbage system plan with him before it was carried out. Our staff, however, did talk to some residents and get their opinions. Maybe Ellen just did not notice the plan on the notice board.

Finally, our staff in the Management Office are not helpful and polite enough. This may be due to they are part-time staff and not familiar to with our working system. Therefore, I recommend that more training can be provided to the part-time staff.

To maintain a sound relationship, maybe we can offer him a free gift.

I hope those solutions are satisfactory.

Best regards

Jan Wong

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

4 February 2010

Ms Ellen Ma 4/F Richland Court Ma On Shan

Dear Ellen Ma,

Concerns about the New Garbage Collection System

I am writing on behalf on Collier Estate Management Ltd to apologize for the matters you mentioned in the letter dated 3 February 2010. After investigating, we would like share the following information with you.

First, concerning about the difficulty of obtaining a spare key, we are preparing to install a new smart-card system so that keys will not be necessary. All the information will be updated to you.

Second, regarding the security issue you mentioned, we are going to install three more surveillance cameras to cover all the areas, which can ensure that only residents can enter the flats. (cameras don't really ensure this)

Third, you mentioned that we did not consult you before the new garbage plan was carried out. However, our staff did contact several residents for advice and opinions. We posted all the noti ces on the notice board in every floor. Maybe you overlooked the information. To involve more residents next time, we will send letters and emails in advance for important matters.

Finally, with regard to the matter of our staff in the Management Office, we would like to apologize again. They are new part-time employees and not familiar with the working system. We are going to provide more training to them to maintain a high-quality service level as we always pursue.

I sincerely hope that the above arrangements are satisfactory. As a token of our apology regret, a free gift will be sent to you. I hope we can maintain a good relationship in the future.

Yours sincerely

Jan Wong