Dealing with Neighbour disputes is just one of the toughest challenges housing officers face every working day. That’s why Calm Mediation works directly with housing staff to provide them with the information they need to be able to signpost residents caught up in neighbourhood disputes, and how to go about accessing Mediation to resolve conflict. As part of its ongoing contracts, Calm offers regular awareness sessions designed to arm housing officers with the knowledge and confidence to promote mediation as a solution.
These sessions, often hosted online to ensure accessibility, break down how mediation works and the types of disputes that can be mediated. Calm’s Mediators set out the referral process and outline what tenants can expect when they take part in Mediation. With over 20 years of experience, Calm’s team has earned a solid reputation for resolving disputes and restoring peace, and the awareness sessions aim to pass that knowledge on, empowering housing professionals to guide tenants through the process with ease.
Mediation works
Calm Mediation has a solid track record in resolving housing disputes. With two decades of experience, Calm has a proven success rate: 9 out of 10 participants reach an agreement through mediation. This high success rate reassures participants that mediation isn’t just a theoretical solution—it works. Calm encourages Housing Officers to share these statistics with tenants to help overcome any reluctance or scepticism about the process.
Impartiality – No right or wrong
Another key takeaway for Housing staff attending the sessions is Calm Mediation’s commitment to impartiality. Tenants often worry that mediation means someone will “take sides,” but Calm mediators are not there to and do not assign blame or make judgments. Instead, their role is to act as neutral facilitators, guiding both parties to a resolution. This impartial approach ensures that everyone’s voice is heard, and that the focus is on finding mutually acceptable solutions—without the stress of being “right” or “wrong.”
Simplifying the Process
Mediation can seem like a daunting prospect for tenants. That’s why Calm’s awareness sessions emphasise the simplicity and accessibility of the process. Housing officers learn how Calm’s practitioners guide tenants through their first private meeting, offer a confidential space to voice concerns and set the stage for constructive dialogue. From there, tenants have the freedom to decide what steps they want to take—without feeling pressured into any decision they’re not comfortable with.
Mediation is Free for Tenants
A key selling point often covered in the sessions is that mediation is free for all tenants. Many local authorities and housing providers cover the costs, meaning tenants can take part without the worry of added expenses. This removes a significant barrier.
Voluntary and Confidential
Perhaps one of the most important things housing officers learn in the awareness sessions is that mediation is entirely voluntary and completely confidential. Whatever is said at the meeting is never shared with anyone else – unless specific permission is given to do so. Tenants can never be forced into the process. Mediation is presented as an opportunity for tenants to take control of the situation and work towards a resolution. With just a few hours of their time, they can explore solutions that might bring an end to months – or even years – of tension.
Supporting Housing Officers, Strengthening Communities
Calm’s awareness sessions equip housing officers with the knowledge and tools they need to encourage tenants to try mediation. These regular online calls are an integral part of all Neighbour Contracts with Calm, to help staff gain a thorough understanding of Mediation and how it can be an effective dispute when it comes to solving difficult situations. By demystifying the process, showcasing the benefits, and emphasizing its accessibility and success, Calm is helping create more peaceful communities—one mediation at a time.
