February 26, 2024
Dear Residents of Savannah,
I am writing to express my sincere apology for an error made by a staff member that impacted each of you and the community. A couple of days ago, several residents reached out to the Board of Directors indicating that they did not receive the notification of the 2024 budget and the corresponding increase that will be due on April 1st. The leadership team immediately reached out to our fulfillment center and was informed that the letter intended to be sent in November 2023, was not mailed.
We take full responsibility for the error and offer our sincerest apologies to the residents of Savannah and to the Board of Directors, whom we put in this awkward situation. Our relationship with you is of the utmost importance to us, and we value your trust and partnership. I assure you that we are committed to making it right and regaining your confidence. As a first step, we will be covering the costs for mailing this letter and the enclosed 2024 assessment budget/assessment letter from the Board of Directors. We understand that trust is not easily regained and are willing to do whatever it takes to earn it back.
We have thoroughly investigated the matter and found that the cause was human error, a mistake made by one staff member. To prevent this from happening again, our senior leadership team has scheduled the retraining of all staff members on these processes/procedures. Further, we have addressed the matter with the individual staff member and have provided appropriate coaching.
We assure you that this is an isolated incident, and we hope you will be able to see beyond the error and recognize that we are a committed partner to the community. Words alone cannot make this right, but we can do better and will do better.
One of our company’s core values that we live by is to “Own It”. Each of us is accountable for our actions and we act with integrity in all situations, even when it’s difficult, when we’ve made a mistake, and when no one is looking. This is us Owning It. We are deeply sorry for the error, and we thank you for taking the time to read this letter. If you would like to discuss this matter further, please feel free to contact me or our market President, Patrick Droesch.
Sincerely,
Britta Haywood, Regional Director
FirstService Residential
14951 Dallas Pkwy Ste 600 Dallas, TX 75254
877.378.2388
