Estate+by+Vicki+Li+and+Samuel+Lau

To: Becky Chan (Account Officer) From: Jan Wong (Estate Officer) Date: 4 February 2009 Subject: Estate Complaints
 * Part 1**

Hi Becky

I've just got a letter complaining about the new garbage collection system. I hope you can help me think of some solutions.

The complainant, Ellen Ma, talks about 4 problems:

1. Inconvenience caused by losing the only key 2. New system was introduced without consultation 3. Rude and unhelpful staff at the estate office 4. Chance of crime due to wrong handling of the key

I think the first problem is because of the closure of estate office in holida y. The second one was probably a result of the urgency of change, and the third one was due to lacking information of the temporary replacement staff member.

Do you have any advice for solution?

Hope to hear from you soon.

Cheers

Jan

To: Richard Chan (Estate Manager) From: Jan Wong (Estate Officer) Date: 5 February 2009 Subject: Estate Complaints
 * Part 2**

Dear Richard

I have received a complaint concerning various problem in the estate.

The problems with the inconvenience caused by (a resident) losing the only key appear to have been due to the closure of the (management) office during holiday. For future convenience, I recommend we could use a smart card reader instead of a key.
 * 1. Inconvenience caused by losing the only key**

Another problem was related to the chance of crime due to wrong handling of the key. A possible solution would be to install a CCTV outside the refuse room. Moreover, the smart card reader records the information of accessed person.
 * 2. Chance of crime due to wrong handling of the key**

Because of the threats of H1N1, there is a urgent need for improving the hygiene condition of the estate. So that the new system was established only with consultation of the resident's committee, but not all the residents. I suggest we could have a one month review period for the residents to give feedback for improvement.
 * 3. New system was introduced without consultation**

The problems was a result of the insufficient manpower during the Chinese New Year Eve. The temporary replacement staff member was not well trained, therefore, he was unable to answer resident inquiries. I suggest we could hire well-trained part-time staff for replacement through an agency to ensure the performance of them are satisfactory.
 * 4. Rude and unhelpful staff at the estate office**

I hope these suggestion are helpful.

Jan

Collier Estate Management Ltd 22 First Street Ma On Shan
 * Part 3**

6 February 2009

Ms Ellen Ma 4/F Richland Court Ma On Shan

Dear Ms Ma,


 * Re: New g arbage c ollection s ystem**

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

First, concerning the problems of the inconvenience caused by losing the only key appear to have been due to the closure of the office during holiday. For (...) future convenience, we are about to install a smart card reader system instead of using a traditional key. Each family would be given maximum 4 access cards, extra card would be issued by application. Moreover, a CCTV recording system would be installed outside the refuse room, which together with the access card record, the security would be ensured.

Regarding the respo nds from our staff member at the estate office, it was a result of the insufficient manpower during the Chinese New Year Eve. The temporary replacement staff member was not fully trained, t herefore, he was able to answer limited questions. After this experience, we would only hire well-trained part-time sta ffs for replacement through agencies so as to ensure the performance of our staf fs are all helpful and satisfactory.

Finally, because of the threats of H1N1, there is a urgent need for improving the hygiene condition of the estate. Therefore, the new system was established only with consultation of the resident's committee. And now, we would like to collect feedback for improvement in the coming month. We are welcome of any comment concerning the new system.

I hope you will find the above arrangement satisfactory. If you have further inquiry, please do not hesitate to contact me on 2121-4566.

Thank you for your support of our estate office.

Yours sincerely,

//Jan Wong// Jan Wong