Estate+by+Lisa+and+Anna

Estate by Lisa and Anne

1. Email to colleague

To: Becky Chan (Accountants Department) From: Jan Wong (Estate Office) Date: 5 February 2010 Subject: Complaint about the New Garbage Collection System

Hi Becky,

I've just got a letter complaining about our new garbage system in the Richland Court. I hope you can help me come up with some solutions.

The writer, Ellen Ma, talked about 4 problems.

1. Inconvenient New Garbage Collection System 2. Potential Safety Risks 3. No Prior Consultation 4. Rude and Unhelpful Staff

I think we've had notified the residents about the new system by letter. Maybe the complainant hasn't got it. The last problem may be a result of insufficient training provided by Management office.

Do you have some good advice? Maybe we can offer Ms. Ma some discounts (such as 2%) on her management fee.

Hope to hear from you soon.

Cheers

Jan

2. Email to supervisor

To: Richard Chan (Estate Manager) From: Jan Wong (Estate Officer) Date: 5 February, 2010 Subject: Complaint about New Garbage Collection System

Dear Mr. Chan

I have received a complaint concerning the new garbage collection system in Richland Court.


 * 1. Inconvenience**

The problem is mainly caused by the usage of a key to the garbage room. Once the key is lost, residents may have no access to the garbage room.The most realistic solution is to remind residents of keeping their keys properly.


 * 2. Potential Security Risk**

The risk results from the easy access to the back stairs from the garbage room, and those stairs lead to some flats. This can be eliminated by installing a CCTV and hiring (scheduling) more security patrols.


 * 3. Lack of Consultation**

Before the change of system, we have sent notice letters to all the residents, instead of holding a consultation meeting. It may be better to consult the residents by meeting in the future.

The rudeness and unhelpfulness of staff in the management office are a result of insufficient training. We should require the Human Resource Department to provide more training to those staff.
 * 4. Rude and Unhelpful Staff**

Perhaps in way of showing goodwill, we can provide Ms Ma with a new key and offer her some small discount on the management fee this month.

I hope these suggestions are satisfactory.

Regards

Jan Wong

3. Letter to customer

Estate Office Collier Estate Management Ltd 22 First Street Ma On Shan

5 February, 2010

Ellen Ma 4/F Richland Court Ma On Shan

Dear Ms. Ma

Re: New Garbage Collection System

I am writing on behalf of the Collier Estate Management Ltd to apologise for the matters you mentioned in your letter dated 3 February 2010. We have investigated your comments and would like to explain the following improvements to you.

Concerning the usage of key under the new system, we have sent letters to all the residents reminding them of keeping their keys properly. In addition, an extra key is enclosed in this letter and please kindly find it. (better connective needed)

Regarding your concern about security, we are planning to install a CCTV system and hire new security patrols.

The issue of prior consultation for new system is due to time limit and the belief that sending notice letters is enough. In the future, we will hold the public consultation prior to the decision making.

Finally, the matter relating to the attitudes of the staff in the management office is because they are still under training. We assure you that this will not happen in the future.

As a token of our goodwill, we would like to offer you 5% discount on your management fee this month.

Please accept our sincere apologies again and hope we can maintain good relationship. (Thank client again for feedback)

Yours sincerely

Jan Wong

Jan Wong