Estate+by+Lew,+Angel+&+Susan

To: Becky Chan (Accounts Department) From: Jan Wang (Estate Officer) Date: 4 February 2010 Subject: Asking for Advice

Hi Becky

I've got a letter complaining from a resident. I hope you can help me think of some solutions!

The writer, Ellen Ma, talks about 3 problems: 1 New Garbage Collection System 2 Potential Security Risk 3 Lack of Consultation 4 Rude and Unhelpful Staff

For the first problem, the residents complained that the current system is literally inconvenience, particularly as they couldn't get a spare key when the office was shut. Besides, they were also concerned about the risk from lost keys. They think it is easy to access the back stairs from the garbage room. Then, third problem was probably a result of the failure of our notification. And, the last one was down to lack of training the new part-time staff.

Do you have any advise for solutions?

Hope to hear from you soon.

Cheers, Jan

To: Richard Chan (Boss) From: Jan Wong (Estate Officer) Date: 6 February 2010 Subject: Complaint

Dear Mr Chan

I have received a complaint concerning the estate management from our resident. (you have just one resident?)

1 New Garbage Collection System There was problem with the new garbage collection system which appear to be inconvenient when the residents lost (tenses) their key and our office was shut. I suggest that we can amend our current system by installing password system or smart card system.

2 Potential Security Risk The complainant worried that it is easy for the housebreaker (burglar) to access the back stairs from the garbage room. Besides, they concerned of the possibility of robbery if the keys fall into wrong hands. In order to reduce the potential security risk, we can arrange more security patrols or set up CCTV to monitor the corridor.

3 Lack of Consultation Another problem relates to the scheme was introduced with no prior consultation with residents. To improve the failure of our present notification methods, meetings, emails and surveys are recommended.

4 Rude and Unhelpful Staff The new part-time staff were complained about their (word order) impoliteness. Perhaps we could provide more training to eliminate such this situation.

I hope these suggestions are satisfactory.

Regards, JW

Collier Estate Management Ltd 22 First Street Ma On Shan

6 February 2010

4/F Richland Court Ma On Shan

Dear Ms Ma
 * Re: Various** Problem (negative)

I am writing on behalf of the Collier Estate Management Ltd to apologize for the various matters you brought forward (mentioned) in your letter dated 3 February 2010. We have carefully examined each matter and would like to inform you of several facts. (make more positive)

1 New Garbage Collection System (in letter do not use headings and numbering) The new garbage collection system, which appeared to have brought inconvenience when you lost the key and our office was shut. We would amend our current system by installing password system or smart card system to provide you a more reliable system.

2 Potential Security Risk

3 Lack of Consultation

4 Rude and Unhelpful Staff As for the unfavorable behaviors of our staff that you have mentioned, we could (Be positive in the letter) provide more training to eliminate such this situation.

I hope these suggestions are satisfactory.

(Unfinished)

Regards, JW