Mediation

Need Help with a Dispute? Mediation Might Be an Option

We always try to help when someone is behaving badly in our communities or towards our customers. We also want to support anyone affected.

If the behaviour isn’t a crime, we can use something called ‘mediation’ to stop things from getting worse.

Mediation means an independent person helps both sides talk and try to agree on a way to fix the problem. Both sides must agree to this. It’s free for believe housing customers.

How does mediation work?

The mediator, who is an unbiased professional, will contact both neighbours. The mediator will ask about the situation from both sides. They will want to know what each neighbour wants to gain from mediation. And they will decide if mediation is the best way forward.

The mediator will then arrange a time for the neighbours to meet, face to face, in a neutral location.

If they aren’t ready to meet, in certain circumstances, the mediation can be done by phone.

The mediator will help create a conversation about the issues and potential solutions.

They will make sure everyone gets a chance to speak and share their point of view.

The aim of the mediation sessions is to agree a solution or compromise that addresses the issue. Sometimes this is a written agreement.

The mediation service is confidential. Anyone can withdraw at any time, but we would encourage customers to complete the process.

The mediator, Michelle, said: “Mediation is a safe place. People are not always going to agree but it is not a blame game. Having a conversation, where everyone is listened to, can give everyone a better understanding of the other side. Often those involved might be upset by the same issue but hearing it from the other’s perspective and recognising the impact it is having is important. Simply talking to each other, with a mediator there, can clear the air and help people find a way forward. The results can be positive and long-lasting.”