We offer a voluntary service that is confidential. The facilitators are neutral and treat all involved with respect.
CALM’s two main Projects work in resolving conflicts in the Borough of Hammersmith and Fulham and The Royal Borough of Kensington and Chelsea. Additional work is also carried out in the City of Westminster, the London Borough of Brent and the City of London. The coordinators promote the service in the boroughs and work closely with community organizations to resolve conflicts between residents in the boroughs.
The Coordinator of the Kensington and Chelsea project receives referrals for mediation from Environmental Health Noise and Nuisance, Tenant Management Organisation, the Metropolitan Police and the Local Authority.
The Coordinator of the Hammersmith and Fulham project receives referrals for mediation from the Local Authority, the Metropolitan Police and Hammersmith and Fulham Homes.
The majority of the cases are centred around noise and nuisance between neighbours. This can include areas of harassment and anti-social behaviour.
The service is available for all residents of the areas that we cover, with the aim of improving communication between parties in a dispute.
We work alongside many of the boroughs' voluntary and statutory organizations and receive referrals from H&F Homes, Environmental Health, Borough Housing Associations, the Metropolitan Police, Victim Support, Citizens Advice and others. All residents also have the ability to refer cases themselves.
We directly mediate between residents and their neighbours and within communities and individuals enabling them to discuss their difficulties in a safe environment.
Or, if they wish, there is an opportunity to exchange communication indirectly, when neighbours do not wish to meet face to face.
“Frustrated, I believed my neighbours were deliberately upsetting me, I didn’t realise the noises were coming from the flat above him.
“It was a great to share our views and clear up our misunderstandings.”
LBHF Residents in dispute for 7 years.
CALM deals with all sorts of disputes such as noise, gardens, parking, anti social behaviour, rubbish, cleaning of communal areas, children, animals or any situation that would lend itself to be resolved informally and where the parties voluntarily wish to participate. This might include cases involving harassment or offensive behaviour where appropriate and can involve two or more parties.
CALM can be asked to become involved in a community dispute via self-referrals or by referrals from the local authorities, housing departments, police and other agencies working in L.B. Hammersmith & Fulham or the R.B. Kensington & Chelsea and City of Westminster having gained the consent of at least one party in the dispute.
CALM uses trained volunteer mediators to visit those involved in disputes discuss how things could be improved using mediation.
A lady contacted the service who was disturbed by her neighbours DIY noise and concerned about the complaints her neighbour had lodged with the council alleging that he had witnessed her son using drugs. This escalated into a situation where both parties were making allegations and counter allegations of harassment and intimidation, both feeling that this was racially driven. One party felt that the situation warranted legal action and the other was considering selling his property and moving away.
CALM facilitated a mediation session in this case, with an interpreter present for one of the parties whose English was minimal. The parties after having expressed their anger and frustration at the situation were able to talk about their different perspectives of the incidents that had happened, enabling them to clarify misunderstandings and build up an agreement. It was only when the parties felt safe enough that the subject of racism was broached and the parties were able to specify what had led both of them to this interpretation and what kind of impact it had had. This was a real opportunity for the parties to understand one another and express mutual recognition, in essence it was this mutual recognition which secured the agreement and signalled the end of the dispute. Months later and the parties reported that they consider one another as good neighbours.
Trained mediators visit both parties in their homes separately or at our office to hear each individual's respective viewpoint and to explore how mediation may help. This visit does not oblige parties to go forward with the process and can help individuals make a more informed choice as to whether mediation is something they want to pursue.
If both parties are willing, a joint meeting is arranged at a neutral local venue with the mediators present to facilitate and manage the session. The mediation session is structured to ensure that all parties have an opportunity to express their respective viewpoints and feel comfortable to enter into a negotiation process. Solutions are not imposed by the mediators but they facilitate the process to enable the parties to come to their own agreement, understanding or change in the situation.
The process, while acknowledging past behaviour, allows the disputants the opportunity to look to the future and to work on how the situation can be improved. The mediators do not seek to blame or judge and do not take sides, but take on an impartial role to help parties communicate effectively with one another.
We have found that, where parties have attended a mediation meeting and are able to discuss the issues within the framework of a session, there is a very good chance of the parties succeeding in finding a solution. Many parties feel that a verbal agreement is sufficient; however, a written agreement can be drawn up to indicate what has been agreed upon - this is not legally binding and does not affect parties legal rights, but serves as a tangible reminder of the understanding reached.