Estate+by+Joy,+Sherry+and+Tina

E-mail 1 To: Becky Chan (Accounting Department) From: Jan Wong (Estate Officer) Date: 4 February 2010 Subject: Complaint about the estate management (capitalisation)

Hi Becky

I’ve just got a letter complaining about the estate management. I hope you can help me think of some solutions!

The writer, Ellen Ma, talks about 3 problems: 1. The new garbage collection system 2. Prior consultation 3. Poor service

I think the first problem may be due to the improper design of the new system. The second one is because of a lack of communication between the residents’ committee and the estate office. The third one is likely caused by insufficient training to the staff. Do you have any good ideas to solve the problems? I think we can give her a 10% discount for the next year’s management fee.

Hope to hear from you soon.

Cheers Jan

E-mail 2 To: Richard Chan (Estate manager) From: Jan Wong (Estate Officer) Date: 4 February 2010 Subject: Complaint about the estate management (as before)

Dear Mr Chan

I have received a complaint letter concerning our estate management.

1. The new garbage collection system The first problem may be due to the improper design of the new system. The writer complained about the inconvenience and the potential safety concerns caused by losing the key. I recommend we should add a door between the refuse room and the back stairs; while at the same time, the front door of the refuse room is suggested to be replaced by an automatic induction door.

2. Prior consultation

The writer raised the issue of no prior consultation before implementing the changes previously. The problem is a result of lack of communication between the residents’ committee and the estate office. Concerning the difficulty to on contac ting the residents’ committee, I suggest we announce our scheme proposal publicly and set a collection box to gather residents’ opinions before implementation. 3. Poor service

The third matter is likely caused by insufficient training to of the staff. In future, we should regularly organize professional training s to our staff to improve their service quality.

Perhaps in way s of compensation, we may give the writer a 10% discount for the next year’s management fee. I hope these suggestions are satisfactory.

Regards Jan

Letter 3

Collier Estate Management Ltd 22 First Street Ma On Shan

5 February 2010

Ms Ellen Ma 4/F Richland Court Ma On Shan

Dear Ms Ma Re: Various Problems (negative)

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

First, thank you for addressing the issues related to the new garbage collection system. This might be due to the unsatisfactory design of the system. We will add a door between the refuse room and the back stairs to eliminate the potential safety risk. At the same time, the front door of the refuse room will be replaced by an automatic induction door so no key will be needed in the future.

Secondly, regarding the lack of prior consultation, this is caused by the difficulty to contact the residents’ committee. To enhance the communication between the residents and estate office, we will announce future scheme proposals publicly and set a collection box to gather residents’ opinions before implementation.

Finally, we apologize for the undesirable service quality, which is likely caused by insu fficient training to our staff. To ensure high quality service in the future to meet residents’ expectation, we will regularly organize professional trainings to the staff to improve their performance. I hope you will find the above arrangement satisfactory. As a gesture of our regret, we are willing to give you a 10% discount for the next year’s management fee.

Thank you for your continued support of our estate service.

Yours sincerely //Jan Wong//

Jan Wong