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Emotional support

Mediation: Annual report 2022-2023

Two women have a conversation sat at a table. The younger woman is in a wheelchair. They both hold disposable coffee cups in their hands.

“Having worked in an ASB role and triage for 12 weeks, the Mediation Service has been invaluable. When clients come through who really need something separate to enforcement, in order to deescalate a situation and help both parties resolve the issue in a supportive and listened to way, being able to refer them to mediation has been a very important resource, and one that, I believe, will have longer held impact and benefit for the future.”

– Anti Social Behaviour Officer, Norwich City Council

What we do

This year our community Mediation Service has worked side by side with social housing providers, local authorities and the police to help residents and tenants to navigate and resolve conflicts in their neighbourhood and to support those who can’t take part in mediation to build confidence, coping skills and resilience.

Those referring cases to us have huge demands on their time and are rarely considered to be impartial due to their enforcement role. Often the cases don’t have clear perpetrators and victims and the circumstances are difficult to evidence, making it very difficult for them to take action. Having access to a skilled and independent mediation service allows them to offer the people they serve the support to find a way out of their situation, saving them time and resource.

We aim to help neighbours 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 – always aiming to be accessible, practical and person-centred in our practice.

This year we have…

  • received 224 new referrals and worked on a total of 304 cases,
  • worked with 507 households comprising of nearly 900 people, and
  • conducted over 1,500 phone calls and held over 100 meetings with service users to help people find solutions.


It has been a feature of recent years that the mental health of our service users has become an increasingly significant issue and the services available to support them are ever more stretched. Perhaps exacerbated by the cost of living crisis, this year, has been no exception and the number of people touched by the service who consider their mental health a disability has gone up by more than 25%.

As always, we strive to make the service as accessible as possible with the aim that someone’s mental health does not prove a barrier to using the service. We work flexibly, face to face where people feel comfortable or over the phone, offering face to face or shuttle mediation and individual support over the longer term to help people navigate conflict. We have the freedom and autonomy to build supportive relationships and to continue working with people until they feel confident to manage the situation themselves. Wherever we can, we continue to support our service users with mental health struggles in communicating with their neighbours, helping them to understand each other better and find ways to manage the issues between them more constructively.

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