Lettings in Practice Programme Module 1 - Customer Service - Session 2 (online)

The Lettings in Practice programme is designed to enhance the skills of those working in letting agencies by helping them gain a better understanding of what is important in all aspects of landlord and tenant relationships. It is underpinned by references to company procedures, the Letting Agent Code or Practice, and wider legislation.

Module 1 of the programme focuses on Customer Service.

Sometimes it can be difficult to see the value of this training when you are focused on the necessary day-to-day practical work. However, there are real business benefits to allowing staff to undertake customer service training. Staff with good customer service skills can play a key role in ensuring that time-consuming complaints and disputes are kept to a minimum allowing more time to focus on getting the job done.

Session 2 focuses on Handling, Responding to and Managing Complaints.

In this session we look at the benefits of complaints, how to find out what has gone wrong, and work through practical examples to help solve some common issues for tenants and landlords. Topics explored include:

  • Why complaints are good for business
  • Handling complaints
  • Gathering the facts
  • Problem solving
  • Working through examples of lettings complaints

There are also times when agents need to follow their Complaints Procedure in full. We look at providing verbal and written responses with guidance on best practice. Topics explored include:

  • Complaints Procedure
  • Stages of the complaint
  • How to investigate
  • Compensation
  • Being objective
  • The responses
  • First Tier Tribunal

Who is this session for: It is suitable for letting agency staff

Course tutor: The topic is delivered by Gail Bowden who is a chartered member of CIPD and has a special interest in this area

To view our Terms & Conditions for this course please click here.

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. 


  • Accredited Letting Agent £84.00 incl. VAT
  • SAL Letting Agent 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%.

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