Estate+by+Alan

Jan Wong The Estates Manager Collier Estate Management Ltd 22 First Street

4 February 2010

Ellen Ma 4/F Richland Court Ma On Shan

Dear Ms Ma Re: Various Problems (negative)

Thank you for your letter concerning the four issues of our estate management. I am writing on behalf of our company to sincerely apologise for the i nconvience you have been caused and we are grateful to you for bringing these matters to our attention.

As to the (use a different phrase to refer to the //first// problem) new garbage collection system, we believe it is operating more effect ive than the old one. We understand that it will be inconvenient for you once the key is lost. To solve this matter, we will leave a spare key with security guard. Besides, please be reminded that you keep your keys properly.

Concerning the risk from lost keys, we will first change the key for you tomorrow.In addition we will increase the security patrols and use CCTV to monitor the back stairs area.

Regarding the issue of lack of consultation, it appears that we actually did consultations during last month. However, the responses we got from the conslutation were limited. We will hold regular meetings to inform you of the future changes from now on. Please be reminded to attend the consultation meetings.

Having investigated the concern of the unhelpful staff in the Management Office, it seems that they are our part-time employees. We will provide training to them immediately in order to provide you with satisfactory services.

We assure you that these matters will not happen again (one of the problems is not your fault) and, as a token of our regret, we would like to provide you with a 20 percent discount on your next month s' estate management fees.

Please accept our apologies once again for the inconvenience caused. We shall endeavor to improve our service quality continously and we look forward to continuing our good relationship.

Yours sincerely

Jan Wong The Estate Manager