Lesson aim
Evidence to collect
The learner follows how a formal complaint uses evidence to support specific requests, and uses causatives, conditionals, and formal register to write a firm but fair message.
Language lens
Explain what you arranged and what will follow
Causative have and get show that the clinic arranged for someone else to do the work. Conditionals connect events and consequences, so Dana can show the cost of past delay, make a reasonable offer, and state the result if her request is ignored.
Suggested sequence
Timing
- 3 min · Discuss complaints that worked and complaints that failed.
- 6 min · Read for problem, evidence, requests, and consequence.
- 5 min · Complete comprehension and point to supporting lines.
- 6 min · Notice causatives and conditionals in context.
- 4 min · Analyze how the email balances firmness and cooperation.
- 5–7 min · Role-play the phone call or write a complaint.
Anticipated problems
Watch and respond
- The learner may confuse we had the panels replaced with we had replaced the panels; ask who did the work.
- The learner may write had a contractor to assess; drill have + person + base verb.
- Formal writing can become cold or aggressive; check that each demand is paired with evidence or a reasonable offer.
Short lesson
If time is limited
Read from the April 18 paragraph to the end, answer questions two, four, and five, and practice two causatives and one third conditional.
Extended lesson
If the learner needs more
Ask the learner to write the property manager’s reply, accepting two requests and politely negotiating the third.
Controlled practice
Answer key and teaching evidence
- repair-and-costs · Dana complains formally and asks for a permanent roof replacement by a set date and for repayment of the clinic’s costs.
- serious-impact · She shows that the cancellations had serious consequences, not just a minor effect on the schedule.
- needs-replacing · The membrane is worn through in several places, and more patching is unlikely to solve the problem.
- landlord-responsible · Section 9 makes the roof repairs the landlord’s responsibility, which supports her request for reimbursement.
- attorney · She will refer the matter to the clinic’s attorney and explore options under the lease, including a rent reduction.
- had-it-cleaned · Say We had the table cleaned.
- had-contractor-assess · Say We had a contractor assess the roof.
- third-conditional · If you had repaired the roof in March, we would not have canceled appointments.
- grateful-if · I would be grateful if you could confirm the date by May 10 is polite, clear, and formal.
Review status
Tutor review required
This original reading and its generated pedagogy require tutor review and learner piloting before they can be described as formally reviewed.