Talking Resolutions
NEIGHBOUR RESOLUTION SERVICE
The team at Talking Resolutions has a wealth of experience in resolving community based conflict. Our Neighbour Resolution Service offers tailored support for people who are struggling to resolve all types of issues, including noise, parking, boundaries, pets and anti-social behaviour. Whatever the concern, good communication and understanding is at the heart of finding solutions.
If your neighbour is doing something that is upsetting you or affecting your well-being, talking to a mediator can be the best step to take. We can help you to find ways to resolve the issues while keeping everyone's best interests at heart.
If you would like to be referred to our Neighbour Resolution Service, speak to your Housing Officer at Wrekin Housing Group. Read on to find more about how the service works and get answers to some frequently asked questions.
What happens after a referral is made?
A mediator will contact you by telephone to arrange a meeting. If there's a best time to call you, please let your Housing Officer know and we will try to contact you when it will be most convenient. During the call, you will also be able to ask any questions about mediation. At the arranged meeting, which may be via phone, video call or in person, you and the mediator will explore your situation and talk through all your options.
Can I refer myself to the service?
No, you will need your Housing Officer to make the referral for you. Your case will be managed under the existing protocol.
How will the service help resolve my concerns?
Neighbour disagreements can be difficult to solve and establishing good communication is the first step to finding a resolution. A mediator will help you and your neighbour reach a better understanding of the problems from each other's point of view, and then help you find a way forward that works for everyone.
Will I need to meet with my neighbour?
No, you will not be required to do anything you're not comfortable with. Meeting face-to-face is an option when both households are willing, but shuttle mediation can also help resolve problems. In shuttle mediation, a mediator talks to both households separately, sharing specific information, to reach agreements that work for everyone.
How long does the mediation process take?
Neighbour conflict can have considerable negative impacts so we try to carry out the process as quickly as possible. The time taken to mediate a case depends on when people are available for appointments and the choices made for the next steps. Once agreements are made, there will be a monitoring period of at least two months where you can receive additional help and support.
Can I talk with the mediator in confidence?
Yes, what you tell the mediator is confidential and we do not share information with your neighbour or Housing Officer without your consent. However, if you say something that leads the mediator to think someone is at risk of harm, or that something illegal is taking place, that information will be disclosed to the appropriate authority.
What if my neighbour won't take part?
You may be able to receive conflict coaching, where you will work with a mediator to explore your concerns and to see if there are any steps you can take to resolve the conflict, without your neighbour being involved. You may also find ways to manage the situation that alleviates the impact on you.
How do I know my neighbour will stick to the agreements?
Agreements are not legally binding and cannot be enforced by us or by housing. They usually last because everyone has willingly agreed to them. Once agreements are made, your mediator will monitor how you're getting on for a couple of months so you'll be able to raise any concerns with them if things aren't working. This will give you opportunity to explore what's happened since mediation and to adjust the agreements if necessary.
How successful is mediation?
Long lasting agreements are made in over 80% of cases.
How do I know my neighbour will take mediation seriously?
The first step is for a mediator to speak with you and your neighbour independently to understand all the concerns. During those initial conversations, the mediator will also assess whether the service is appropriate for your case. If it is felt that either household does not genuinely want to find mutually acceptable outcomes, the case will be closed.
What if I agree to try mediation but change my mind later?
Participation in our services is voluntary so you can just let us know and we'll inform housing.
What is Conflict Coaching?
Conflict coaching is a confidential, one-to-one conversation designed to support you in navigating a difficult situation in a way that feels right for you.
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It offers a structured space to reflect, gain clarity, and explore your options. That might include preparing for a conversation, developing practical coping strategies, setting clear boundaries, or reframing how you see the situation.
The focus is not on judging how things have been handled, but on helping you feel more confident, steady, and in control of your next steps.
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If you would value time to think things through with an experienced practitioner, conflict coaching provides supportive, practical guidance tailored to you.
Mediation Case Study: Residential Noise Conflict
A resident living in a low-rise block of flats raised repeated concerns about noise from the toddler living directly above. The sound of running feet across the flooring, particularly in the early evenings, had become increasingly difficult to tolerate. Complaints had been made, but the situation felt unchanged. From downstairs, it seemed as though the neighbour did not appreciate the impact.
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Upstairs, the child lived with her mother. The mother felt upset and under pressure. She had been making considerable effort to limit running, shouting and energetic play inside the flat. What had not been fully understood was that the main difficulty was impact noise at specific times, especially when the child’s father returned home in the evening and she became excited to see him.
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When both agreed to mediation, the conversation created space for each to explain their experience calmly and in detail. A key turning point came when the mother went downstairs to hear how the running sounded from below. The volume and intensity were far greater than she had imagined. Equally, the downstairs resident began to recognise how much effort had already gone into managing a lively toddler in a relatively small space.
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Practical adjustments were agreed, including meeting outside at key times where possible when the father arrived home, and introducing thicker play mats in specific areas to soften the impact noise.
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Conflict Coaching Case Study: Building Confidence and Comfort at Home
A resident was referred for conflict coaching by their housing provider following ongoing concerns about their neighbour’s behaviour. Everyday interactions were being interpreted as negative or deliberately intended to cause annoyance. Routine issues, including noise from children next door, began to feel personal and intrusive.
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Mediation was offered, but the neighbour declined due to complex family circumstances. Conflict coaching was therefore provided on a one-to-one basis.
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The coaching sessions created a structured space to reflect and explore what might be influencing both perception and response. Alternative explanations for the neighbour’s behaviour were considered, and assumptions about intent were gently examined. This process reduced the sense of hostility and helped restore perspective.
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As confidence increased, small changes followed. The resident began greeting their neighbour. In time, the neighbour offered reassurance that there had been no intention to cause upset and shared some of their personal pressures at home.
The situation did not become perfect, but the impact was meaningful. The resident reported feeling:
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More comfortable and settled at home
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Less concerned about everyday noise and activity
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More confident in interactions
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Generally happier and more at ease​
Conflict coaching did not require the other party to participate. By supporting reflection, confidence and constructive thinking, it enabled a noticeable shift in how the situation felt and how daily life was experienced.