How to deal with complaints

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

To resolve 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 conflict is about recognising people's needs and taking the right approach; possessing knowledge and 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 two stages:

1. an internal complaints review and
2. (if that is unsuccessful) an independent redress mechanism.

This section is maintained by Gill Johnson of GKJ Consultants.

RICS standards: 

• Real estate agency and brokerage
• Real estate management