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Emotional support

Mediation: Annual report 2021-2022

A man and a woman have a conversation sat opposite one another. Between them, a man makes notes on a clipboard. He is speaking to the man while the picture is taken.

“Catch22 Mediation Services are contracted to Babergh and Mid Suffolk District Councils during which time they have succeeded, and surpassed, in meeting with our expectations on managing high profile challenging cases. In addition, it is noted the professionalism provided reflects well for all parties and has laid strong foundations for our continued relationship in the future”

– Peter Watson, Community Safety Project Manager, Babergh and Mid Suffolk District Council

Aim of service

Working with the Police, Local Authorities and Housing Associations, Catch22’s Mediation Service provides a skilled, practical, flexible service focused on resolving community conflict, unhampered by the constraints the referring professionals face.

Referrers can waste large amounts of time on disputes where evidence is short and enforcement action is impractical or inappropriate and expensive. Referrers are rarely seen as impartial because of their enforcement role and they seldom have the time available that’s needed to effectively resolve conflict. Having access to a skilled and independent mediation service allows them to offer the people they serve, a way out of their situation that is voluntary, independent, confidential and solution focused.

“I just felt I was spinning round in circles until I talked to you. You made me feel better and I know now how to respond without making things worse. You stayed in touch for a long time and knew when things might be sensitive so that was really helpful.”

– Ipswich Borough Council Tenant

We aim to help service users to communicate safely and to facilitate the best possible conversation between them and their neighbours, directly or indirectly. We try to find ways they can manage conflicts differently in the future and, where possible, to help those whose neighbours can’t or won’t mediate.

“Thankfully, your magic has done the trick!”

– Antisocial Behaviour Officer, Norwich City Council


This year, over 100 of our service users have told us they have a mental health condition that they consider a disability. While the pandemic restrictions have been lifted, the impact on mental health is still evident as is the stress on the services they need to access. While we can sometimes help to connect people to appropriate services, we can not replace mental health professionals. But we can do our absolute best to make sure people do not have to live with the added pressure of conflict with their neighbours.

Mediation should always be, by definition, a person-centred process that begins with listening and empathy. Our mediators don’t expect a person to take into consideration another person’s point of view if no one understands theirs. We work alongside service users to help them identify and then communicate their needs and concerns effectively. We work carefully, ensuring participants are comfortable with the information they want to share. Effective communication about mental health needs can really help to increase understanding and change how people respond.

We strive to be as accessible as possible, working over the phone or meeting where people feel comfortable, offering face to face or shuttle mediations and individual support to help people navigate conflict. We have the freedom to continue working with people until they feel confident to manage the situation themselves. This allows people to access our service who may not have felt able to cope with a conventional mediation. The service helps people with diverse needs, to find ways out of conflict that they cannot find alone – applying the skills and allowing the time that conflicts need to resolve well.

“Even after the resolution [the mediator] made himself available to us to help navigate and access support and agencies we weren’t aware of. I’m eternally grateful for all his help and support.”

– Ipswich Resident


This year we have received 215 new referrals and worked on a total of 294 cases.

We have worked with 463 households comprising of nearly 800 people.

We have conducted over 1700 phone calls and made 45 home visits to help people find solutions

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