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You can now find all our customer information on this site. As we're still bringing services together following our merger, some content only applies to London & East or to South & West customers.
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Many neighbours will naturally have different values or opinions and sometimes this can cause problems. Everyone has a right to live their lives though, and part of being a good neighbour is about allowing some give and take, within reason.
We’re still bringing our services together following our merger in October 2023, therefore you may find information about our services based on where you live. Please ensure you read the information for the region you live in, on how we can support with neighbourhood disagreements. If you’re unsure which region you live in, please use our postcode checker.
We’ve had great success helping to solve neighbourhood disagreements through our impartial mediation service. We work with specialist partners to deliver this.
How we’ll do this
Our mediation service is now conducted using Virtual Party Visits (VPVs) and Virtual Joint Meetings (VJMs) with customers.
What this actually means is that customers who have the technology (smartphone or computer with webcam), can arrange a confidential meeting which will be conducted via a video Zoom room.
Don’t worry if you don’t have the technology, as we can still conduct a conference call over the telephone.
What happens during the virtual mediation?
During the ‘Virtual Party Visits’ our mediation partners will explore the next steps with the you. If you’re happy to carry out a virtual joint mediation meeting with your neighbour, we can offer this.
If your neighbour doesn’t wish to engage in mediation, other options will be explored which may help you to cope with the situation in the meantime.
If you’d like us to refer you for mediation, please contact us.
Step one: Try talking
Most people do not realise they are causing a problem and are reasonable if approached in person. So first try talking to the person/people responsible for whatever is causing you a problem.
However, if your neighbour is unreasonable, please leave the discussion.
Step Two: Mediation
If after listening to each other’s views, you’re unable to reach an agreement, mediation might be of help to you. It’s an informal, confidential and independent service available to help neighbours sort out their differences and reach an agreement. Mediators are experienced in dealing with a range of disputes including noise, behaviour of young people/visitors, fences and boundaries, parking spaces, rubbish.
They can help you and your neighbour(s) understand each other’s point of view and reach a solution by:
- Setting ground rules for discussions
- Making sure the views of both sides are heard
- Suggesting ways forward
Everyone involved is spoken to separately first of all and then a meeting is arranged with all parties. Meetings work best face-to-face, so if you’re worried about meeting your neighbour(s), you can take someone with you, or the mediator may be able to act as a go-between. A neutral venue can be arranged for the meeting, so that both parties can feel comfortable when they meet up.
Agreements that are made can be verbal or written down. Although, they aren’t legally-binding, both parties are likely to stick to an arrangement that they’ve worked out and which they’ve freely signed up to.
What can we do if things don't improve
We’re committed to promoting a safe and secure environment so that all customers can live peacefully in the community. We’ll work positively with all relevant agencies to achieve this outcome. Please contact us with any questions about this.
We’ll let you know if we’ve received your report and help you understand what options are available.