Lettings in Practice Programme Module 1 - Customer Service - Session 3: Managing the Complaints Process
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07 October 14:00 BST - 07 October 15:30 BST Online
This session covers the formal complaints process from start to finish, giving attendees the confidence to follow procedure correctly for both landlords and tenants, manage issues before they escalate, and handle the more serious end of complaint handling, including written responses, compensation and First-tier Tribunal issues.
This is one of three sessions under the Customer Service Module, all of which are invaluable. If you would like to book all three sessions together, please call the office to gain a discount on your booking.
Topics in this session include:
- Following both the landlord and tenant complaints procedure step by step
- Resolving issues to avoid escalation
- Responding in writing to complaints
- Managing compensation and First-tier Tribunal issues
We recommend you complete Module 1 - Sessions 1&2 prior to attending this session.
Who is it for? All letting agency staff who want to manage complaints more effectively.
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
These live online sessions blend instruction with practical activities and allow participants to interact, communicate, view and discuss material. LAS uses Zoom to deliver the sessions.
Pricing
- Accredited Letting Agent/MMR Provider £73.50 incl. VAT
- SAL Business Member £85.50 incl. VAT
- SAL Letting Agent Member £85.50 incl. VAT
- £150.00 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%.