Estate+by+Carol,+Olivia,+Sarah

To: Becky Chan (Accounting Officer) From: Jan Wong (Estate Officer) Date: 5 February 2009 Subject: Complaint about our c ompany

Hi Becky

I've got a letter complaining about the estate management team of Richland Court. Hope you can give me some solutions

There are 4 problems: 1. Inconvenience of new garbage collection system 2. Chance of crime 3. Lack of consultation 4. Rude and unhelpful staff

I think the reason of (...) first problem is (...) mistake over arrangements of staff's division. The third problem is due to the wrong displacement of the notice board. The last problem is caused by lack of training.

Do you have any suggestions?

Cheers Jan

To: Richard Chan (Estate Manager) From: Jan Wong (Estate Officer) Date: 8 February 2009 Subject: Complaint about Collier state Management Ltd

Dear Richard,

I have received a complaint concerning the estate management team in Richland Court.

1. Inconvenience of new garbage collection system The problem with the new garbage collection system appear to have been due to the mistake of arrangements. In the future, I recommend we use changing shift to organize the duty of staff.

2. Chance of crime The solution of this problem is to introduce key code lock system or smart card reader.

3. Lack of consultation Due to the wrong displacement of the notice board, some tenants did not know (...) the introduction of new system. I suggest to displace the notice board at a more eye-catching place and se nd a notice to each tenants. Also, we can hold a consultation seminar.

4. Rude and unhelpful staff Lack of training courses leads to the rude behavior of staff. We should provide training courses to our staff regularly and use (...) estate intranet to collect feedback from residents.

I hope these suggestions are satisfactory. I am looking forward to your approval.

Regards, Jan Wong

Collier Estate Management Ltd 22 First Street Ma On Shan

10 February 2009

4/F Richland Court Ma On Shan

Dear Miss Ma,

Re:Various Problem

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 complaints and would like to report the following facts to you.

First, concerning the issue of the new garbage collection syste m. It appears that the inconvenience was caused by mistakes of arrangements. In the future, we will implement changing shift to organize the duty of staff. Also, we will hold a consultation seminar concerning about the uses of key code lock or smart card reader instead of the old method. We assure (...) the new policies will be much more convenient and increase the security.

Regarding the consultation matter, we displaced the notice board in an inappropriate place.Due to the wrong displacement, some tenants did not know the introduction of new system. To tackle it, we will place the notice board at a more eye-catching place and send a notice to each tenants.Consultation seminars will be held regularly relating to any new policy.

Finally, we looked into the improper manner of staff in the management office. It is found that it was due to the lack of training courses. We will provide training courses to our staff compulsorily and use (...) estate intranet to collect feedback from residents.

Please accept our apologies for the inconvenience you have been caused. If you have any comments, we are more than welcome to be contacted. Our service hotline is 24567809.

Yours sincerely, Jan Wong Estate Officer Collier Estate Management Ltd