Estate+by+Aggie,+Wendy,+Wanda

Memo To: Becky Chan (Accounting Officer) From: Jan Wong (Estate Officer) Date: 3rd February 2009 Subject: Resident Complaint

Hi Becky, I've just got a letter complaining about the new garbage collection system and our service. I hope you can help me think of some solutions!

The writer, Ellen Ma, talks about 4 problems: 1. Inconvenience caused by lost key 2. Robbery 3. Lack of consultation 4. Rude and unhelpful staff

I think the first two problems are caused by poor design. The third one was probably resulted from our negligence of residents' opinions and the last one was due to poor training of staff.

Do you have any advice for solutions? Maybe we can firs tly give Ms Ma a new key and then upgrade our system?

Hopes to hear from you soon.

Cheers Jan

Email To: Richard Chan(Estate Manager) From: Jan Wong(Estate officer) Date:3 February 2009 Subject: Resident Complaint

Dear Richard I have received a complaint concerning our new garbage collection system and service.

1.Inconvenience and possible robbery caused by lost key The problems appear to have been due to our poor design. I recommend to use key code lock to replace keys.

2.Lack of consultation The problem was related to our negligence of residents' opinions. For future changes, we could put the intended arrangements to the residents' committee first.

3.Rude and unhelpful staff The rudeness and unhelpfulness reflect our poor training of staff. In future we could provide more training programs to improve our service quality.

Perhaps in way of compensation, we can offer her a two-month free management service.

I hope these suggestions are satisfactory.

Jan Wong

The Estate Manager Collier Estate Management Ltd 22 First Street Ma On Shan

3 February 2009

Ms Ellen Ma 4/F Richland Court Ma On Shan

Dear Ms Ma

Re: Improvements in Residents Service

I am writing on behalf of the 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.

Firstly, concerning the issue of (...) lost key, the system needs to be upgraded.To avoid the inconvenience and possible robbery, we will adopt an advanced key code lock to replace the keys.

Regarding the lack of consultation, it is because that we want to accelerate the implementation process for the residents. For future changes, we will put intended arrangements to the residents' committee first.

Finally, the issue concerning the service quality was temporary because the new recruitment has been trained to improve their skills.

I hope you will find the above arrangements satisfactory.As a compensation for the inconvenience you have suffered, we could like to offer you two-month free management service.

Thank you for your continued suggestions. If you have any further esqu ires, please feel free to contact me.

Yours sincerely, Jan Wong