estate+by+William+and+Arthur

Covering memo

To:Becky Chan (Accounting Officer) From: Jan Wong (Estate Officer) Date: 6 February 2009 Subject: Complaint from a Resident

Hi Be chy, I've just got a complaint letter about some problems of our estate management. I hope you could give me some help. The writer, Ellen Ma, talked about four problems: 1. lo st of the key to the new garbage collection system 2. risks from lo st of keys,e.g. robbery 3. introduction of new scheme without consultation 4. bad attitude of staff in the management office

You have any ideas? Suggestions? Hope to hear from you soon.

Cheers, Jan Wong

memo To: Richard Chan (Estate Manager) From: Jan Wong (Estate Officer) Date: 7 February 2009 Subject: Complaint from a Resident

Dear Mr Chan,

I have received a complaint letter concerning some estate management problems.

1. Lo st of the key to the refuse room The resident found it inconvenient when she lost the key. She had to keep the garbage for three days and worried about the possible robbery. If we adopt key code lock instead, such inconven ient and worry can be eliminated to (...) great extent.

2. Introduction of new scheme without consultation It was not the first time that changes had been made without consultation. It may be proper to convene a consultation prior to the implementation of new schemes.

3. Bad attitude of staff in the Management Room The resident found them rudeness and unhelpfulness. I think it is necessary for us to improve our service quality by conducting some relevant training courses.

Perhaps we can post a thank-you letter on the (notice) board to show our gratefulness. I hope these suggestions are satisfactory.

Jan Wong

22 First Street Collier Estate Management Ltd Jan Wong Estate Officer

4/F Richard Court Ma On Shan

Dear Ms Ma,

Re:Various Problems

I am writing on behalf of Collier Estate Management to apologize for the inconvenience caused by the matters mentioned in your letter.We have discussed your complaints and would like to report some relevant conclusion to you.

First, concerning the possibility of losing the key to the refuse room, we are considering to implement an advanced key code l oke system to replace current one.

Regarding the lack of consultation before the conduct of new scheme, we think we under-estimated the willingness of participation of the residences. We have decided to convene more consultation sessio n to hear from you.

Finally, the bad attitude of our staff was a result of our negligence of management. A series of training courses will be held to improve our service quality.

I hope you will find the above arrangement satisfactory, As a reward to your help in our management improvement, we would like to post a thank-you letter on the board.

Thank you for your continued support and participation in the management of this estate.

Yours sincerely, Jan Wong