Estate+by+Reward,+Aven+and+Fred

To: Becky Chan (Accounting Officer) From: Jan Wong (Estate Officer) Date: 4 February 2009 Subject: Complaint about Garbage Collection System

Hi Becky

I've just got a complain letter from a resident about the new garbage collection system and our staff.

The problems are as below: 1. Inconvenience caused by losing key to refuse room 2. High risks of robbery due to easy accessibility to back stairs 3. No prior consultations 4. Rudeness and unhelpfulness of our staff

I have never met such kind of matter. Give me some ADVICE please!

THANKS!!

Cheers, Jan

To: Richard Chan (Estate Manager) From: Jan Wong (Estate Officer) Date: 5 February 2009 Subject: Complaint about Garbage Collection System

Dear Mr. Chan,

I have recently received a complaint concerning the new garbage collection system and the behavior of the staff in the Management Office.

1. Inconvenience caused by losing key and high risks of crimes Missing of the key to the refuse room had kept the residences out of the refuse room when the Management Office was closed. Besides, losing the key may give intruders access to residents' flats through back stairs. I suggest installing a key code lock instead.

2. No prior consultations The system was introduced to the building with no prior consultation with residents, and it is not the first time we do so. Consultations with residents should be arranged before any new systems are introduced from now on.

3. Rudeness and unhelpfulness of our staff A possible solution may be a mandatory training course for all the staff in (...) Management Office.

As an compensation to the complainant, a deduction of one month's management fee could be offered to Ms. Ma.

I look forward to your permission (...) and reply.

Best Regar d , Jan Wong

Jan Wong The Estates Department Collier Estate Management Ltd 22 First Street Ma On Shan

7 February 2009

Ms Ellen Ma 4/F Richland Court Ma On Shan

Dear Ms Ma

Re: Improvement of v arious p roblems

I am writing on behalf of Collier Estate Management Ltd to apologize for the matters you mentioned in your letter dated 3 February 2009. We have investigated your comments and would like to report the following facts to you.

First, regarding the inconvenience of losing the key, a new key would be mailed to you immediately. The office hours of (...) Management Office would be extent to 24 hours, in order to provide better services to the residents in the building. Also, a new key code will be installed this month, which will also deduct the possibility of the high risks of residents living beside the back stairs.

Concerning the consultation, the improvements we took before got a good feedback from other communities, which is the reason why we did not do any consultation in the community. Consultations with residents should be arranged before any new systems are introduced from now on, including the key code system mentioned above.

Finally,a mandatory training course will be offered to all the staff in Management Office. I promise you will never see rudeness and unhelpfulness any more.

If you have any further comments, please do not hesitate to contact me on 2345 6789.

yours faithfully Jan Wong