Esate+by+Lam

Task 1

To: Becky Chan (Accounting Department) From: Jan Wong (Estate Officer) Date: 5 February 2010 Subject: Complaints about the new garbage collection s ystem (use capitals in first letter; 'the' generally not used in subject lines)

Hi Becky

I have just got a letter of complaints concerning the new garbage collection system and hope you could give me some advi ces. The writer, Ellen Ma, mentions the following problems. 1. Inconvenience of accessing the new garbage collection system 2. Potential robbery through the back stairs from the garbage room 3. No prior consultation for the introduction of the system 4. Staff in management office is rude and unhelpful I think the first problem is the result of the use of key to access the system. The second is due to the absence of security in the back stairs. The third appears to be the fault of our officers who are responsible for the system. The last is seemingly the lack of training provided to our part time officers. Maybe we could employ a new accessing method to the system? Alternatively, should we provide more resources to our part time colleagues? (Unclear) I just couldn’t think of any other solutions. Do you have any ideas? Hope to hear from you soon. Cheers, Jan

Task 2

To: Richard Chan (Estate Manager) From: Jan Wong (Estate Officer) Date: 6 February 2010 Subject: Complaints about the garbage collection system (as before) Dear Mr. Chan I have received a complaint letter about our newly introduced garbage collection system. The complaints are as follows:

1. Inconvenience of accessing the garbage collection system (use numbering) The problem seems to be caused by the key accessing method. Once our residents lost it, never could they enter into the system (what system?) again. One of the solutions to this problem is to introduce a much more modern accessing method of password system.

Potential robbery through the back stairs from the garbage room It appears to be partly due to the absence of security measures in the back stairs and partly the carelessness of our residents. I suggest we install a CCTV system there.

Introduction of new measures without consultation It is seemingly that the writer, Ellen Ma, has not noticed our letter of consultation which would be sent to our residents prior to every change we make in addition to the notice posted in the notice board of every building. I recommend we inform our residents of changes through different channels like letter, email and fax.

Rudeness and unhelpfulness of staff In the Management Office Apparently, some untrained part-time officers are held responsible for the consultation work at our office counter and they are in a position that they are incapable of handling the assigned tasks. I suggest we provide our part-time officers with regular training.

I hope the above suggestions are useful and could be approved.

Best regards, Yan Wong

Collier Estate Management Ltd 22 First Street Ma On Shan

9 February 2010

Ms. Ma 4/F Richland Court Ma On Shan

Dear Ms. Ma

Re: Comments on the estate services (as before)

I am writing on behalf of Collier Estate Management Ltd to address your letter of comments dated 3 February 2010. We must first apologize for any inconvenience caused and we, after our careful investigation, would like to introduce the following improved measures.

1 Issue of accessing the new garbage collection system (numbering in the letter is less appropriate) Seemingly, (you should be certain in the letter to the client) the key accessing system to the garbage collection system is the cause of the matter. However, every resident should bear their responsibilities to take care of their keys, we are not in a position to be responsible for the difficulties of accessing the garbage system. We, to show our faith, would lengthen our service hours starting from the coming week.

2. Potential robbery issue Robbery is likely to happen in the back stairs from the garbage room as a result of the absence of security system there. We are about to employ a 24 hours CCTV system in the back stairs after our consultation with the CCTV provider.

3. Consultation prior to the introduction of new changes For every change we make, we would post a notice on the notice board at the entrance of every building and we think that this notice of change is clear enough. To make our notice more obvious, we are now collecting the email address and fax number of our residents which would be used for future communication.

4. Attitudes of our office staff We believe that the issue is arisen from the training of our part-time officers which we think is adequ ate. We over estimate our part time officers’ capability of handling the tasks we assigned. We would provide regular training for our part time officers and more resources would be allocated to the development of our services. (if adequate, why provide more training?)

Again, we sincerely apologize for any inconvenience you have suffered and hope the above feasible measures make you more than satisfied. We, in sincerity, attach in the envelope a new key to the garbage collection system as a compensation for your time.

Thank you for your continued support of our services.

Yours sincerely,

Mr. Chan