In mediation an independent person discusses the complaint with each party though not necessarily at the same time. The mediator will help them to reach an agreement which is acceptable to both sides and which in principle ought to help prevent the problem arising again. Sargeants Conveyancing The complaint to me concerned a large, London-based, housing association and came from a couple in their late seventies who were distressed by the noise created by the young.The elderly man has refused to complete nuisance logs as he did not see the use of them. The association, in turn, refused to assist him unless he completed the logs as they had no evidence on which to act.
The mediation resulted in the elderly couple understanding the importance of nuisance logs and agreeing to complete them. The completion of the logs also led them to understand that the nuisance was not, in reality, as severe as they had perceived it to be.The association, for their part, agreed that they could have been more helpful to the couple and could have been more understanding of the distress the nuisance was causing them.
His complaints included the level of service charge he paid, the standard of the maintenance service and the reception received from his TV aerial. He also had concerns about the association’s complaints and compensation procedures. The association suggested to my office that the complaint could be best resolved by mediation. Although my staff has some concerns as to the likelihood of success, they offered mediation and the complainant agreed.
The mediation session resulted in agreement being reached on all of the issues above. Where the association did not agree to change things to the complainant’s satisfaction, they were able to fully explain to him why they took the approach they did. It had become clear, however, during the mediation, that the complainant’s main concern was the nature of the lease he had signed and the responsibilities it placed on him.