Scenario A block of flats which your agency manages has had on-going problems with waste management and car parking. The owner of the flats says she has driven past the flats and seen rubbish strewn across the footpath on three separate occasions. Complaints have been received from neighbours on two other occasions. Residents have lodged complaints about parking of visitors’ cars in residents’ spaces on four separate occasions. The owner has asked your agency to resolve the problems and is dissatisfied with the response of the agency. In each case, your attempts to investigate the complaints have been fruitless, as in each incident no blame could be apportioned to a particular party. Other tenants have suggested a certain resident is to blame for the incidents, but are afraid of retribution and will not directly state that he is at fault. You, as the managing agency’s representative, have made repeated attempts to rectify the situation. Correspondence or log entries are in the records for each complaint and the actions that were attempted. The owner is now threatening to change managing agents and to use the services of your major competitor. Your manager asks you to meet with the owner to seek a resolution of the problems. He wants you to prepare a written report after having the meeting. Prepare for the meeting using the background information supplied. Your discussion with the owner should cover the following points, and your report should cover the same points: 1. instructions received from the owner 2. communications with the owner 3. attempts to resolve the matters with the relevant tenants 4. any other solutions which you can arrive at with the owner to resolve the matter.