Estate+by+Joshua,+Vicky+and+Lynn

Letter1 To: Becky Chan (Accounts Department) From: Jan Wong (Eatate Officer) Date: 4 Febuary 2010 Subject: Complaint about Estate Services

Hi Becky

I've just got a letter from a resident complaining about our services at the estate. I hope you can help me to think about of some solutions!

The writer, Ellen Ma, talked about 3 problems in total:

1. Access to Garbage Room 2. Consultation on Changes 3. Attitude of Services Staff

For the first problem, I think she did not know that we have a helpline here. She could have found us when she lost her key. Also, changing garbage collection method can be decided by ourselves, isn't can't it? Can you help check our contract terms with the residents? About the last problem, maybe we did not provide enough training to our people.

Do you have any ideas for solutions? Do you think we need to give some benefits /compensation to him ?

Hope you can get back to me soon.

Cheers

Jan

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Letter 2

To: Richard Chan (Estate Manager) From: Jan Wong (Estate Officer) Date: 4 February 2010 Subject: Complaint about Estate Management from Ellen Ma

Dear Richard

I have just received a complaint from a resident concerning our estate management services. She has pointed out several problems: 1. New Garbage Collection Syste The resident complained about the inconvenience in dumping garbage when she lost the key and the resu lting  security concerns. I suggest we provide her with our hotline number so that she can get help from our staff under such a  situation. Regarding the potential unauthorized access to the  back stairs from garbage room, we could probably solve this problem by locking the outside door.

2. Lack of Consultation with Residents Another problem was the lack of consultation with residents when making changes. According to our service contract, we are eligible allowed to make decisions on minor issues like garbage collection system independently, but considering the feelings of residents, we may post a notice prior to implementation.

3. Staff Service Quality <span style="font-family: 'Times New Roman','serif'; font-size: 12pt; line-height: 115%; margin: 0in 0in 0pt 0.5in;">Concerning the quality of staff service, we have previously received similar complaints from other residents. Therefore it appears to be crucial for us to conduct some training programs and set higher requirements to the staff.

<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; line-height: 115%; margin: 0in 0in 10pt;">I hope these suggestions are satisfactory and please kindly inform me of your decisions.

<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; line-height: 115%; margin: 0in 0in 10pt;">Regards <span style="font-family: 'Times New Roman','serif'; font-size: 12pt; line-height: 115%; margin: 0in 0in 10pt;">Jan <span style="font-family: 'Times New Roman','serif'; font-size: 12pt; line-height: 115%; margin: 0in 0in 10pt;">>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Letter 3
Addresses needed

Re: Various Problems (negative)
==== I am writing on behalf of Collier Estate Management to thank you for your letter of suggestions regarding our services you mentioned in your letter dated February 3 2010. We have investigated your concerns and would like to inform you the following improvements. ==== ==== Regarding the garbage collection system matter, we are sorry for the inconvenience you experienced in the Chinese New Year Eve. But we would like to introduce to you a hotline 2999-9999 that you can use to contact our service center 24 hours for the whole year. (link) We will arrange staff to help you in your key loss situation. The other point you have mentioned about the back stairs safety is also under our significant concern. We have already locked the outside door to avoid outside access and to ensure you a safe ty living flat. ==== ==== Secondly, the consultations of services change were appropriately conducted by us referring to the required issues, such as management fee change. (not quite clear what you mean) However, the garbage room change is exempt from the consultation requirement according to our services contract. In the future, in order to further improve our management, we will put notice to inform you any change in advance. ====