Landlord Accreditation Scotland
Lettings in Practice Programme
Working in the Private Rented Sector is a busy and interesting career which requires a wide range of skills from excellent customer service to understanding the basics of building maintenance.
The Scottish private rented sector has never demanded more of the people working within it. Regulation keeps tightening, expectations keep rising, and there’s less room than ever to learn on the job through trial and error. Lettings in Practice draws on our years working alongside Scotland’s letting agencies to give your team the grounding they need to operate with confidence, competence and compliance from day one.
Lettings in Practice Programme
Lettings in Practice is designed specifically around the realities of working in Scottish residential lettings. Every module is grounded in the Letting Agent Code of Practice, current legislation, and the practical demands of managing landlord and tenant relationships day to day.
This is not a generic property training course. It is a structured, practical programme that takes learners through the entire customer journey from first contact with a landlord or tenant through to the management of a tenancy, covering what best practice looks like at every stage and why it matters.
There are six modules in the programme, which can be done in any order. They have been created to recognise the different roles undertaken by letting agency staff, with each module covering an area or areas of letting agency work in detail, tying in the Letting Agent Code of Practice and consumer regulations.
Why should agency staff undertake this learning?
This programme should be seen as essential professional development for those who are either new to lettings or those who have transferred agencies and, although qualified, have not undertaken the LETWELL qualification. Completing this learning programme will provide employers with confidence that their new team member is operating in line with legislation and current best practice in the industry.
Lettings in Practice is the first stage of the LAS learning journey for lettings professionals. For more information on additional development programmes, visit our pages:
• The LETWELL qualification
• The Letting Agent Compliance Programme
• Leaders in Letting
How is the programme delivered?
Each Module is delivered live online across a series of sessions, blending instruction with practical activities. Learning is most effective when it moves between understanding and doing, so every session is designed with both in mind. Learners come away not just knowing the right approach, but having practised it in a structured environment.
Each module must be completed in full, with its sessions taken in order. Booking is normally for the whole module in one transaction, so this happens automatically; the exception is Module 1 (Customer Service), where each session is booked individually, with a discount available for booking all three together.
For agencies who adopt the full programme as standard practice for new starters, it is designed to sit comfortably within a 90-day onboarding period. For those using the programme for ongoing development, there’s no requirement to complete the whole programme. Learners can choose the modules that suit their role best and complete them in any order. The programme runs throughout the year.
What’s covered in the programme
Module 1: Customer Service
Session 1: Foundations of Customer Care
This module focuses on Customer Service. Session 1 explores the topics of communication skills and customer care to help support agents enhance every interaction. We also explore the role and impact of communication, in addition to defining and understanding what makes excellent service.
Module 1: Customer Service
Session 2: Building Rapport and Handling Difficult Conversations
Continuing with the theme of Customer Service, Session 2 explores how to build rapport in difficult situations, alongside an introduction to emotional intelligence. We look at why complaints are valuable and what they reveal, helping agents gather the facts needed to resolve issues effectively.
Module 1: Customer Service
Session 3: Managing the Complaints Process
Continuing with the theme of Customer Service, Session 3 explores the Complaints Procedure in depth — covering both landlord and tenant complaints, and how to handle, respond to and resolve them before they escalate, including compensation and First-tier Tribunal matters.
Module 2: Valuations
Sessions 1 & 2: Winning the instruction
This module focuses on Valuations. Session 1 looks at the legislation and process for valuing and taking on properties to let. The second session considers possible barriers to taking on properties and how to overcome them or walk away.
Module 3: Advertising to Moving In
Sessions 1 & 2: Getting it right from day one
This module focuses on advertising a property, through to moving in. Session 1 looks at the legislation and process for new lets from advertising to the point of check in. The second session considers your tenant and landlord concerns with new lets.
Module 4: Property Management
Sessions 1 & 2: Managing the Let
This module focuses on Property Management. The first sessions looks in detail at the role of the Property Manager and their responsibilities. The second session concentrates on the skills necessary to manage difficult situations and conversations involved in the day-to-day management of property/tenancies.
Module 5: Notice to Check Out
Sessions 1 & 2: Ending Tenancies Correctly
This module focuses on bringing a tenancy to an end and checking out. Bringing a tenancy to a successful end involves good communication and organisation. Session 1 covers the period of time from providing notice to carrying out the check-out inspection. The second session examines how to manage difficulties that may arise at the end of tenancies, and remarketing of the property.
Module 6: Managing Landlord & Tenant Money
Financial – Handling the Money
This module covers the legalities of all aspects of landlord and tenant money ensuring compliance with relevant legislation and the agencies’ Terms of Business.