19/03/2026
Using mediation to resolve anti-social behaviour
What is mediation?
It’s a voluntary and confidential process where an independent mediator helps people involved in a dispute discuss issues and work toward a mutually acceptable agreement. Rather than imposing a decision, the mediator facilitates a structured conversation so residents can better understand each other’s perspectives and identify solutions themselves - this is why it's particularly useful when households continue to live side by side.
Mediation may be offered in cases such as noise disputes, disagreements about shared spaces, lifestyle clashes or misunderstandings between neighbours. In many cases, these situations escalate simply because communication has broken down.
Benefits of mediation
Mediation offers several important benefits:
- Early resolution: Issues can often be addressed before they escalate into more serious disputes.
- Improved relationships: By encouraging respectful communication, mediation can rebuild neighbour relationships and reduce long-term tension within the community.
- Empowerment: Participants are actively involved in finding solutions, which often leads to more sustainable outcomes.
- Reduced stress and conflict: Mediation provides a calm, structured environment where concerns can be discussed safely.
Our Safe Communities team can arrange mediation without the need for any external organisations, supporting our customers while ensuring that unacceptable behaviour is addressed appropriately.
Types of mediation
There are several different forms of mediation that may be used depending on the circumstances, and the two most often used are:
Face-to-face mediation is the most common approach. Both parties meet with a trained mediator in a neutral setting. Each person has the opportunity to explain how the situation has affected them, while the mediator helps guide the conversation toward possible solutions.
However, direct meetings are not always appropriate. In some situations, people may feel uncomfortable, anxious or unwilling to sit in the same room together. In these cases, shuttle mediation can be used.
In shuttle mediation, the mediator meets with each party separately, either in different rooms or at different times. The mediator then ‘shuttles’ between them, sharing key information, exploring concerns, and helping negotiate potential agreements. This method allows constructive discussion while maintaining distance between the individuals involved.
There are other ways to help
Mediation is not suitable for every situation, but it is an important tool in helping communities resolve disputes constructively, where ASB arises mediation may be offered as a resolution method and we would encourage all parties to participate. By offering our customers a safe space to communicate and find solutions together, we’re doing what we can to prevent small issues from becoming larger problems.
Through early intervention, we can strengthen our communities and help all customers feel respected, heard and secure in their homes.
