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How to deal with complaints

How to deal with complaints

For most people, dealing with issues related to their home can be very distressing and can cause them to react confrontationally to those challenging the issues. Whether the relationship is that of landlord and tenant or buyer and seller, it is often the lettings or estate agent who faces the conflict in the workplace.

In order to resolve the conflict, communication skills must be used effectively. You need to be aware of the individual circumstances surrounding a conflict so that all parties are satisfied. Handling the conflict is about recognising people's needs and taking the right approach; possessing the knowledge and the communication skills is essential.

There may be situations where conflict results from the direct action of an agent. In these circumstances make reference to the agency's complaints handling procedure. The procedure should define 2 stages:

  • an internal complaints review; and, if this is unsuccessful,
  • an independent redress mechanism.

This section is maintained by Gill Johnson of GKJ Consultants.