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Speech Marks

Community Relationships

Mediation training and services to build better relationships between community members and resolve complaints between organisations and their customers.

We have established expertise in training and managing mediators, service development and mediator supervision. We offer a full range of in-house courses ranging from webinars to full certificates in the following areas:


Complaints Mediation: Customer Relations, Customer Retention Teams, Universities, NHS, Local Authorities, Ombuds, Complaints Commissions & Regulatory Bodies

Complaints resolution for Customer Relations & Retention Teams, Ombuds, Regulatory bodies, NHS Trusts, Patient Experience Teams, University Complaints Managers, Delivery Assurance, Community Relations Officers or Student Experience Officers. Learning from complaints and maintaining customer relationships can add value on both sides. Mediation skills can help repair and rebuild damaged relationships. Providing unique insights on the psychology of conflict resolution, securing better outcomes and improving staff motivation.

“Excellent, very enjoyable and enlightening. Trainer had a very good understanding of Equalities & Diversity issues.”
Leyla Okhai, Equality Advisor, Oxford University

“Very helpful and relevant, especially in regularly dealing directly with the public. Many tools gained for practical use.”
Investigations Manager, Ombuds.

“It offered a new perspective on my work, which was great. Steve was impressively engaged and took account of how the ideas he raised could apply in the specific context of our roles.”
Head of Complaints, Complaints Commission

“Very insightful. Changed the way I think about mediation. Very enjoyable.”
Complaints Officer, Complaints Commission

“Very knowledgeable trainer, delivery was extremely competent and well thought through. Would recommend highly.”
Lynne Lockett, Complaints & Appeals Manager, Corporate & Academic Services, UWE

“I have found this to be really useful and I feel that we can use many of the skills in our role at UWE and enhance our complaint process by introducing a mediation stage.”
Louise Osborn, Complaints & Appeals Manager, Corporate & Academic Services, UWE

“A very experienced trainer made for a lovely group atmosphere. Steve worked hard to put disability on the agenda within the context of Equality & Diversity, without setting disability apart as something to be problematized, rather than valued as part of diversity.”
Nicola Martin, Head of Disability & Wellbeing Service, London School of Economics

“Very informative and interesting.”
Lyndsay Stevens, Patient Experience Co-ordinator, Nottingham University Hospitals NHS Trust.

“I found that the course content was very interesting and useful. The trainer was very knowledgeable and made the subject very easy to understand.”
Helen Humphries, Patient Experience Team Leader, Nottingham University Hospitals NHS Trust

“Very intense learning experience. Steep learning curve. Valuable.”
Jenny Thompson, Head of Student Wellbeing Services, Swansea University

“This course was a good balance of theoretical and practical information about mediation. It provided me with a framework from which to provide mediation services in my work.”
Dr Linda Dubrow-Marshall, Counsellor, Cardiff University

“Very enjoyable and looking forward to utilising skills.”
Clare Clark, Advice Manager, UWE Student Union Advice Centre

“This course has been one of the most challenging yet life changing and inspiring courses I have ever attended.”
Hayley Harris, Welfare Advisor, Swansea University Student’s Union

“This course demonstrated the complexity and sensitivity of the mediation process, particularly when applied to some of the very sensitive and personal issues relating to Equality and Diversity. Although I will not take on a full mediation role as a result of this course, the understanding and skills I have acquired will help me to approach the issues that arise in my role more sensitively and hopefully reach better and more sustainable resolutions.”
Kathy Aveyard, Equalities and Diversity Manager, Leeds University

Social Care Complaints Mediation Training

Extensive experience of engaging service users in complaints resolution and training public sector staff to resolve disputes and mediate complaints.

Feedback coming soon.

Neighbour & Community Mediation: Anti-Social Behaviour

We have a long history in mediating and training mediators to resolve community and neighbour conflicts; ranging from issues around noise nuisance, children playing and parking through to anti-social behaviour and cultural differences.

“Excellent course, covered exactly the content I was hoping it would.”
Chris Smith, Safer Communities Manager, South Derbyshire District Council

“The most challenging yet enjoyable training I have ever attended.”
Sarah White, ASBO Fieldworker, Wolverhampton City Council

“I just wanted to pass on my sincere thanks for delivering the mediation training last week.  Everyone who took part have fed back very positive comments about the training and have most certainly taken away new knowledge and skills to use in their management of anti-social behaviour issues and supporting victims.”
Mandy Huston, ASB Co-ordinator Community Safety, Gateshead Council

“The course was interesting, informative and well structured. Role play exercises were a really good approach to learning and developing skills required but also in demonstrating the effects of using the skills.”
Carla Orley, Neighbourhood Relations Officer, Gateshead Housing Company

“Absolutely brilliant. It certainly opened up a new way of dealing with challenging issues.”
Julia Burn, Estate Officer, Gateshead Housing Company.

“Really useful professionally and personally – made me think about how I deal with things now and how I might do that differently in the future. Can see how there are real opportunities to use these skills within the service.”
Jessica Moores, Public Protection Officer, Shropshire County Council.

“It was the most engaging (and challenging) course I have probably attended. The course felt like learning a new language but a language which would certainly help me, and others, to perform my job professionally and compassionately. I really look forward to using the skills I learnt day-to-day, and not only in my work role.”
Leighton Collier, Environmental Health Officer, Shropshire County Council.

“Steve Hindmarsh Ltd demonstrated a flexible approach in their training provision, tailoring the course to include specific types of difficult conflict that are commonly encountered by our community mediation service. These complex areas were seamlessly incorporated and handled professionally and sensitively.

The course proved to be challenging and intensive and has benefitted the delegates not just in their mediator role but in dealing with other aspects of their professional lives. The high skill level achieved by the delegates has already been demonstrated in the local community and had a positive impact on our service delivery.

Efficient and easy communication with the trainers before and during the course helped make the arrangements incredibly easy and individual post course feedback has been invaluable for continued skills development.

Steve Hindmarsh Ltd has delivered a highly professional service with a friendly and personal touch. I look forward to an ongoing working relationship!”
Jane Blair, Manager, Wolverhampton Mediation Service

“The course was excellent, probably the best training I have been on, gave me a completely new perspective on how to deal with neighbour disputes in a more effective way.”
Claire Rawlins, ASB Officer, South Derbyshire District Council

“The most challenging and impactive course I have ever attended and where I’ve left thinking that I really have learnt so much.”
Sally Chapman, ASB Officer, Fareham Borough Council

“Very useful and will be able to use in my job.”
Lee Dolman, Environmental Health Technician, Hinckley & Bosworth District Council.

“Brilliant course. A real insight into how mediation is becoming a bigger player in the world we live and work in. A definite must for lots of professionals!”
Gemma Kennedy, Tenancy Enforcement Officer, Wales & West Housing

“Fantastic course.”
Sion Phillips, Tenancy Enforcement Officer, Wales & West Housing

“This course has been one of the most challenging yet life changing and inspiring courses I have ever attended.”
Hayley Harris, Welfare Advisor, Swansea University Student’s Union.

Homelessness Mediation

We have a long history of providing tailored training to mediators for leading homelessness providers. We also work in partnership from start up consultancy on bid development and funding strategy, through to training mediators and staff support and supervision.

“Steve Hindmarsh Ltd provided a flexible and bespoke service to meet the needs of Llamau’s already well established service. It built on our mediator’s existing learning, accreditation and award winning levels of service and took it further.”
Tracey Kinsey, Mediation Manager, Llamau Ltd.

“Since attending the Core Mediation Skills training, both myself and my Project Co-ordinator have seen what a really positive impact this course has had on my role. Compared to the six months prior to this course; I am now able to manage higher caseloads, have improved productivity with more cases resulting in signed resolutions. This has been noted and fed back to me in my supervisions, also via feedback from higher management and external referring agencies.”
Dean Evans, Project Worker, Conflict Resolution Service, The Wallich

“Excellent. Gave me an opportunity to enhance and develop further skills.”
Ann Mills, Homelessness Officer, South Derbyshire District Council

“A really great course, nicely paced and individually tailored.”
Dave Richards, The Wallich.

“Excellent course, has changed my understanding of conflict professionally and at home. Very useful.” 
Volunteer, Homeless Charity.

“Fantastic course. Delivered in a great environment which was calm, reflective and promoted everyone to ask questions and learn.”
Caroline D, Practice Manager, Family Conflict and Family Group Conferencing Service.

See here for – Family Conflict Mediation Services.

Family Conflict Mediation

Family conflict mediation is about parent to child conflict, parent to parent, sibling or extended family conflict. This is not Family Mediation under the Family Law Act in terms of divorce and separation, which is a dispute resolution approach over financial, property and contact arrangements under people’s legal rights and entitlements. Family Conflict Mediation is about resolving intense and powerful relationship conflicts around communication, behaviour, managing the home, coping with life’s stresses, parenting and the balance of responsibilities around the home.

We have extensive experience of tailoring courses to a wide range of statutory and voluntary organisations including SureStart teams, troubled families teams, homelessness providers, family group conferencing teams, contact centres, family prison welfare workers, social workers, therapists, counsellors, educational psychologists and family therapists.

The latest research shows that unresolved parental conflict has a significant impact on children’s mental health, educational attendance, educational attainment, long term mental health and future life chances.

See here for – Family Conflict Mediation Services.

Landlord Tenant Mediation

“Excellent. Learnt absolutely loads that I can use daily.”
Kim Waugh, Landlord Support Officer, Private Rented Sector, Gateshead Council

“Very interesting, good to see issues managed using a different technique.” 
Chris O’Neil, Tenancy Relations Officer, Private Rented Sector, Gateshead Council

“Very useful, hands on, learnt techniques I can use in mediation and other situations.”
Amanda Reed, Senior Environmental Health Officer, Private Rented Sector, Gateshead Council

“Has changed my understanding on the process of mediation & conflict resolution to a more focused and structured way of working.”
Private Rented Sector Access Worker, Homeless Charity.

Restorative Justice & Victim Offender Mediation

Extensive experience of managing a range of projects and training and supervising volunteer mediators, staff mediators and project managers.

“Excellent course.”
Lana Harrison, Victims Champion ASB, Safer Caerphilly Partnership

“Very intensive but needed for this training.”
Hayley Nowell, Victim Liaison Officer, Blaenau-Gwent & Caerphilly Youth Offending Service

Children’s Contact Centre Mediation

We have also trained experienced staff in managing supervised contact between separated parents. We are able to affirm what staff do well already and add in many new skills and techniques to help safely manage and resolve conflict around contact with the child.

Troubled Families Mediation

Mediation is a constructive learning process that can help families better manage conflict at home, reducing anti-social behaviour, improving school attendance and strengthening family ties. Contact us to find out how this versatile process can help vulnerable families with complex and competing needs.

“The course really changed my perception of mediation and changed how I would approach mediation and use it in my personal and professional life.”
Kate Williams, Team Around the Family Co-ordinator, Torfaen Families First. 

“Very interesting, useful, learnt new skills, enjoyed the pictorial representations, helped make it stick.”
Hilary Hayward, Educational Psychologist, Torfaen Families First.

“The most interesting training I’ve been on in a long time – The trainer was very helpful!”
Suzy Sorby, Youth Engagement Officer, Bronafon Housing.

See here for – Family Conflict Mediation Services.

Reducing the impact of interparental conflict

We have extensive experience of working with a wide range of family support services to help reduce interparental conflict. Research now shows interventions which fail to tackle conflict are less likely to succeed. Research also reveals that unresolved parental conflict has a significant impact on children’s mental health and life chances. We provide conflict resolution services across the UK as well as tailored training that resolves highly emotive conflicts within families with complex needs.

See here for – Family Conflict Mediation Services.

Domestic Violence Mediation

Mediating situations of domestic violence or domestic abuse can increase risk. The majority of mediators lack the skills, awareness and experience to understand the damage they may be doing. There are many unqualified people keen to promote the use of mediation within a wide variety of contexts with no understanding of the risks and dangers. Contact us to talk about our experience and advice on the dangers and potential of mediation.

SEND Mediation Training

Under the new Government requirements local authorities are required to use independent mediation services prior to appeals or tribunals on special educational needs and disabilities (SEND). We specialise in disagreement resolution training around additional learning needs. Contact us to find out more about training, disagreement resolution services, support and supervision.

“Course was well managed and provided a great opportunity to practice, observe and develop the skills needed to become a mediator. I would recommend this to managers and people working in the public / voluntary sector.”
Head of Service.

“Very interesting on a number of levels and a good balance of theory, discussion & practice. Would be keen to learn more from this company/ practitioner / theory.”
Registered Manager

“I found this very interesting and am excited to start to use this and learn more about it. I am confident that I will try and use the skills I have learnt and progress my knowledge.”
Independent Supporter

“Brilliant time on the course.”
Registered Manager

“Very relevant to my job role and excellent for my skills, knowledge, progress and development.”

“I would greatly recommend the course as I have developed my skills and knowledge on mediation.”
Independent Supporter

Consumer Dispute Resolution

Acquire the skills to maintain customer relationships when disputes arise. Prevent escalation to court and resolve disputes quickly and effectively. Build confidence in both staff and customers when trying to resolve difficult issues. Step back from confrontation and acquire in-depth customer insights to strengthen and develop relationships.

In-house Mediation Training

Courses tailored to your staff and clients. For rates and details email or see here for more information – In-house Mediation Training.

Get in touch

Rapid response helps de-escalate and prevent further damage. We aim to have a mediator with you in 5 working days. We appreciate such situations can be volatile and unpredictable, so there are no cancellation fees.

Contact Us