Lettings in Practice Programme Module 1 - Customer Service - Session 2 (online)
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26 March 13:30 GMT - 26 March 16:30 GMT Online
Session 2: Handling, responding to, and managing complaints
Complaints happen — it’s part of working in lettings. But handled the right way, complaints can actually help you improve your service, strengthen relationships, and prevent bigger issues. This session gives you practical skills to turn complaints into positive outcomes for both tenants and landlords.
Why this matters to you:
- Resolve complaints faster and with less stress
- Keep landlords and tenants satisfied
- Protect yourself and your agency from escalation
- Gain confidence in following complaints procedures correctly
What you’ll learn:
- Why complaints are valuable and what they can teach you
- How to gather the facts and solve problems effectively
- Practical strategies for common lettings complaints
- Providing professional verbal and written responses
- Following the Complaints Procedure step by step
- When and how to handle compensation and First Tier Tribunal issues
By the end of this session, you’ll be able to handle complaints calmly, professionally, and confidently, turning challenging situations into opportunities to demonstrate excellent service.
Who is this session for?
All letting agency staff who want to manage complaints more effectively, reduce stress, and improve customer satisfaction.
Course tutor: The topic is delivered by Gail Bowden who is a chartered member of CIPD and has a special interest in this area
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Learning Format
A virtual classroom is a learning environment where participants can interact, communicate, view and discuss material, while working in groups, via an online platform. LAS use Zoom.
For LIP training modules delivered virtually, the webinar facilitator will confirm a delegate is present and therefore delegates need to be visible via camera or have made LAS aware in advance of why this is not possible.
Pricing
- Accredited Letting Agent/MMR Provider £84.00 incl. VAT
- SAL Letting Agent Member £97.50 incl. VAT
- SAL Business Member £97.50 incl. VAT
- £174.00 incl. VAT
You can pay for your training by credit/debit card (online or over the phone) or by bank transfer.
Payment by credit/debit card allows you to secure your registration immediately. If you are confirming your order online, you will be taken to a secure page where you can enter card details. If you wish to pay over the phone, please contact the LAS office on 0131 553 2211 and have your Order Reference number available.
Alternatively, you can opt to pay by Bank Transfer through your internet banking service. Please use the following information:
- Company: Landlord Accreditation Scotland
- Bank Name: Royal Bank of Scotland
- Sort Code: 83-24-18
- Account number: 00732264
Please include your Order Reference number so we can link your payment.
Please be advised that we cannot guarantee your registration until payment has cleared (bank transfers can take 3 working days to process).
Payment is required to secure places on all webinars.
If you have any questions about payment, please contact our administration team during office hours on 0131 553 2211 or [email protected]
How our pricing works
LAS accredited landlords and letting agents benefit from the best available prices for all training types provided by LAS.
Landlord and letting agent members of our sister organisation Scottish Association of Landlords (SAL) are offered discounted rates as a benefit of their SAL membership.
LAS welcomes everyone in the sector to our training programmes and if you are not yet accredited or a member of SAL you can still book a training session at our full training rate, but why not speak to us about becoming accredited now.
LAS Accredited Letting Agents:
Best price available for all types of training
SAL Letting Agent Members:
Discounted rates
Everybody else in the sector:
Full price
All prices advertised include VAT at the rate of 20%.