Mediation

Mediation can be a powerful tool when dealing with antisocial behaviour (ASB), especially in cases where relationships have broken down, and legal action may not be appropriate or effective.

About ASB mediation

ASB mediation is a process that involves a trained professional, a 'mediator', who provides a safe, positive environment to organise a chat using techniques such as active listening to help our residents find a way forward.

If you cannot resolve a dispute by speaking to your neighbour, you can get help from 'Smile', our new, free mediation service provider.

For mediation to work, those involved need to want to find a resolution.

Mediation can help to resolve disputes including:

• noise complaints – loud music, banging, shouting and so on
• breakdown in communication – such as misunderstandings, lifestyle differences, neighbours who have fallen out
• Low level nuisance – disputes over shared spaces or parking, minor harassment or verbal disagreements

About the Smile mediation service

Smile are an independent, confidential and impartial organisation, who can support you without taking sides.

To access the service, talk to your local housing officer or housing team who can arrange a referral for you.

After your referral, a mediation co-ordinator will contact you within 1 to 2 days to arrange an initial meeting at your preferred time of day. During the meeting, you will be able to talk about your situation confidentially, without any other parties present.

The mediator will then talk through possible next steps, which may include:

• an individual meeting
• conflict or resolution coaching
• a joint meeting or ‘shuttle’ meetings

These meetings will need to take place between 5 to 7 days after your initial meeting.

Most meetings are held virtually using Zoom or Teams. There is also a telephone conferencing facility.

Depending on location, joint or ‘shuttle’ meetings can be held face-to-face. The mediator will talk through these options with you.

If you would like further advice on how mediation can help, speak to your local housing officer or housing team.

Find out more about antisocial behaviour and how to report it.

Page last updated: 28 May 2025