• June 11, 2019
    2:30 pm - 4:30 pm

This is the third of three short courses designed to help you deal effectively with the challenges of working within a letting agency and is one of our personal development courses ideal for CPD  purposes. 

It looks at what can drive complaints, how to pro-actively reduce complaints and how to deal effectively with complaints when they do happen. It includes working with challenging behaviour and understanding difference between saying sorry and apologising.


Learning Objectives:

  • Better understand what a complaint is and why people complain
  • Develop a meditative approach to complaint handling and resolution
  • Appreciate the benefits of an effective apology (when needed)

 Attending this training can be recorded as 2 CPD hours.

Who should attend

Any member of letting agency staff who has to deal with or is involved with conflict and wants to understand how to handle complaints effectively.


Course tutor: Carolyn Hirst, Independent Consultant, Hirstworks

Venue:  Doubletree by Hilton Glasgow Central, Cambridge Street, Glasgow, G2 3HN

Parking information: Parking is available at the venue for a fee.

Course Location

Doubletree by Hilton Glasgow Central, Cambridge Street, Glasgow, G2 3HN, United Kingdom

Registering for a course

Registering for a course is simple. Select the number of delegate places required from the list and click ‘register’ now. Immediate payment is required to secure a place on the course.

If you cannot select the number of delegate places you require, the course may be full. Please contact the LAS office on 0131 553 2211.

Cancellation policy

Cost per delegate

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If paying by BACS please use the following information:
Royal Bank of Scotland. Sort Code 83-24-18. Account No 00732264. Please use reference 11619G