Improvement in communication

I am a flat owner (but not a member of the BC) in a complex managed by SLT. All communication goes through SLT and last year and in the beginning of this year I had tremendous problem with getting replies for my requests and flat out being ignored. Since they started using the ticket system the reply time as significantly improved (sometimes still up to 7 days though). But they have always been polite and the issues always did get resolved in the end.