National Mediation Service

Tender description

Our mediation service has been in place for the last three years. The current service offer delivers an independent and impartial mediation service for tenants and leaseholders of The Guinness Partnership (TGP). Responding to referrals for anti-social behaviour and neighbour dispute cases, which also require specialist mediation to de-escalate and achieve a lasting resolution. Case notes from our current supplier are sent to TGP with feedback, recommendations and where relevant TGP staff are updated weekly, on progress. One of the two following outcomes is expected for all cases referred for mediation: 1. Case closed with satisfactory feedback from at least one party 2. Case closed with a recommendation for no further action and a full report which demonstrates that all reasonable efforts to mediate a mutually satisfactory resolution have been attempted but have failed and a clear message to customers that further breach of tenancy may result in legal enforcement action. Monthly performance review meetings take place, monitoring performance and identifying areas for improvement through the review of the status of open cases; tenant/resident feedback; delivery against outcomes; case exceptions or escalations and complaints. Keywords: Mediation