Benefits of Mediation & Feedback

Mediation turns a two way fight into a three way search for a solution.
Mediation empowers the disputants to make their own resolutions.
Mediation does not prevent you seeking independent legal advice.
Mediation shares and builds communication and listening skills.
Mediation is structured and future focused.

To monitor the success of our work, Ealing Mediation Service follows up all mediation cases with requests for feedback from both clients and referrers. This allows us to ensure a continuous quality of service and also to check on the success of the mediations over time.

We analyse feedback every six months and report to our Management Committee and include it within the annual report.

The last analysis was carried out in July 2010 based on all feedback received April - March 2009/10 and formed part of our annual report.
Here are examples of what some of our referrers and customers had to say about our service 2009/10:

Referrer comments
1446 – ‘Very impressed, excellent communication, thank you’
1447 – ‘I am very happy with the service’
1448 – ‘The most helpful thing would be to redesign the referral form so that it is easier to complete’
1471 – ‘Sometimes difficult to speak to someone on the telephone though response is always pretty quick by e-mail’
1529 – ‘Very polite, efficient, professional service. I would be happy to send further referrals’.
1549 –‘Service is very good’

Customer comments
1438 (P1) – ‘Very nice, caring and understanding office staff’
1448 (P1) – ‘Good! ‘
1449 (P1) – ‘There were times where I felt that I was being forced into giving an answer of agreement there and then’
1460 – ‘Thank you for all the help given, I discussed things with the other person involved and things quietened down’
1472 (P1) – ‘Case Manager was brilliant every time we spoke……..I wish to thank her and the girls for all their time and support’
1480 (P1) – ‘Your staff have been very kind and helpful’
1481 (P1) – ‘We did not actually have amediation due to other party not wishing to go ahead but after speaking to someone from your office I put myself at ease as the lady I spoke to on the ‘phone there was very nice and helpful, thank you’
1489 (P1) – ‘Mediation helped but it did not change my neighbour’s attitude and I feel an issue could arise again but I would use mediation again’
1489 (P2) – ‘I was extremely pleased and impressed by the two mediators. We reached an agreement and my neighbour paid for the damage’
1499 (P1) – ‘Thank you so much for your mediation service. The service made me sure that I live in a good society/community…….I am happy with your service and your kindness’
1499 (P2) – ‘At the end of the mediation I thought everything had been ironed out satisfactorily and we parted company amicably’
1500 (P1) – ‘You are doing a job excellently……Thank you so much’
1516 – ‘Everything you have done was professional’
1530 (P1) – ‘Thank you for your assistance and all the time and effort you made’
1535 – ‘Thank you for all your help’
1537 (P1) – ‘The officers (staff & mediators) were very concerned to solve the problem but were unable to resolve the issues but thank you’
1544 (P1) – ‘The mediation serviceis not the problem, it is the other person I am dealing with’
1576 (P3) – ‘Many thanks for your intervention’
1576 (P4) – ‘I didn’t think I gained anything from the process but my aim was to help the other parties, two of whom may have moved on but I didn’t’
1577 (P1) – ‘Unfortunately it was the other party that would not co-operate but thanks’
1591 (P1) – ‘I am very grateful to EMS because if it was not for your help I would have had to wait until January…………thank you’
1593 (P1) – ‘If I need to I would use your service again’
1595 (P1) – ‘Thank you for following up……..Thanks for your help in trying to resolve this’


During the period 1.4.09 - 31.3.10 customer feedback forms were sent out to 103 neighbours and 48 were returned (46.6 which was above our target of 25%).

During the same period referrer feedback forms were sent out to 66 referrers and 24 were returned (36.4%, below our target of 50% but greater thasn the London average of 25 - 30%).


Here are some of the responses we have received from clients and referrers over previous years:

‘EMS listening made things better. Excellent, wonderful service’ (Party 1, case 708)

‘It is a wonderful service’ (Referrer, case 672)

‘More confident and thinking more about the situation’ (Party 2, case 673)

‘Useful service, a well needed resource’ (Referrer, case 737)

‘I’m very happy with you all. Thank you for your help’
(Party 1, case 767)

‘Thank you for all your help and letters. I’ve made a note of your ‘phone number and will turn to you if any more incidents occur’
(Party 1, case 769)

‘The other side rejected mediation, nethertheless thanks for your assistance…..During our last residents’ meeting tenants felt that mediation was an effective way to address low-level ASB problems and neighbourhood disputes. I will be pleased to recommend your services to any one in need. For your prompt help and assistance, my sincerest gratitude’
(Party 1, case 797)

‘It has improved the situation by understanding each other more’
(Party 1, case 837)

‘Superb service. I have been very impressed with the service you provide and the care you give to each individual case. I felt a lot better as soon as I spoke to you and although you were unable to help with my problem you certainly helped me’
(Party 1, case 812)

‘Good work. Keep it up……..Will tell my colleagues about the service’
(Party 2 advocate, case 816)

‘Mediators worked very hard to resolve some of the issues’
(Party 1 advocate, case 816)

‘This case was ideal for mediation as police could do nothing further to help the people involved’
(Referrer, case 767)

‘The situation is ok now’
(Party 1, case 845)

‘I have closed this case as a result of a successful mediation by yourselves’
(Referrer, case 763)

‘Now I have peace of mind, not scared anymore. So far everything is ok and I hope it will remain ok. Thank you for your help.’
(Party 2, case 909)

‘Providing an essential service, offering time and advice, that sometimes the police cannot do’
(Referrer, case 771)

‘Your services can bring change, but at the end of the day it’s down to us’
(Party 1, case 803)

‘This is an excellent way of dealing with low level nuisance cases. Keep up the great service you provide us’
(Referrer, case 860)

‘Thank you very much’
(Party 1, case 825)

‘I thought the staff were very helpful. I would like to thank the staff for taking time to talk and listen’
(Party 2, case 841)

‘Staff were very courteous and very professional’
(Party 2, case 845)

‘I did benefit from your service. Keep up the service. You are doing an extremely good job’
(Party 1, case 858)

'A positive experience.......many thanks'
(Referrer, case 1140)

'Good service provided.......many thanks'
(Referrer, case 1152)

'I have no feeling to complain about EMS - you are doing a marvellous job!'
(Party 1, case 1116)

'I offer my thanks to the organisation you manage as I know you meant well'
(Party 1, case 1158)

'Keep up the good work and thanks very much for your help'
(Party 1, case 1213)

'The two mediators handled the situation well'
(Party 2, case 1164)

'Please give my thanks to the mediators for the time and trouble they took. We have settled in our positions and seem to be ok at the moment'
(Party 2, case 1107)

‘I have no feeling to complain about EMS – you are doing a marvellous job’ (Party 1, 1116)

‘A positive experience, as always, many thanks’ (Referrer 1140).

‘Good service provided – negative outcome was not as a result of your service, just a non-responsive party. Many thanks’ (Referrer 1152)

‘The two mediators handled the situation well’ (Party 2, 1164)

‘Have only had mediation with one person so far, and have several more sessions ahead, but feel much stronger and positive having the support of mediation. Hopefully all my neighbour problems will be resolved with the aid of mediation. Thank you for the help, support and understanding’ (Party 1, 1165)

‘The situation was not resolved because I did not want to mediate’ (Party 1, 1203)

‘Although my wife and I never actually met anybody in person…………..I would recommend anybody and certainly use your service again in future if need be. Thank you one and all and all the best for the future’ (Party 2, 1224)

‘I currently have a number of cases where mediation might be helpful but it is hard to engage both parties in mediation. I’m still trying! Many thanks for the training provided’ Referrer 1224)

‘Thank you for all your help’ (Party 1, 1225)

‘I think my neighbour should have come to me first and asked about the problem……simply coming round to me would have sorted the problem out and we would not have needed to have involved you’ (Party 2, 1225)

'Office staff have been agreat support and allowed me to explore my feelings about the situation whilst remaining impartial. They have made me feel safe, comfortable and given me the confidence to deal with the present situation and to be able to deal with any future problems' (Party 2, 1228)

‘The mediators did their best to help’ (Party 1, 1230)

‘Keep up the good work and thanks very much for your help’ (Party 1, 1231)

‘I do not blame anyone and have no complaint about your Service’ (Party 1, 1235)

‘I had no problems with Service provided’ (Referrer 1253)

‘I believe my neighbour decoded to settle the dispute thanks to your Service’ (Party 1, 1261)

‘I am always happy with your service’ (Referrer 1264)

‘The reason mediation did not assist me is only because my neighbour had no intention of resolving the issue’ (Party 1, 1266)

‘I would like to thank you and your colleagues for the great work that has been done in solving the problems of both neighbours’ (referrer 1274)

‘Since we had the discussions at your office I don’t have any more problems’ (Party 2, 1274)

‘All in all the Service is very good’ (Party 1, 1279)

‘The person I spoke to on the ‘phone was very nice and listened to what I had to say and how I felt about things. Thank you for all your help’ (Party 2, 1298)

‘Thank you for a quick response, it was a shame that one of the parties did not want to use your service’ (referrer 1306)

‘I have no complaints about the way mediation was carried out. The staff/volunteers did their best to do their job, I am thankful for them’ (Party 2 – case 1255)

‘I would like to thank the mediators for all their time, sitting and listening to us. I found it very helpful. It worked out very well for me and I was very happy to clear the air. Thank you very much’ (Party 1 – case 1308)

‘Up to now, the neighbour upstairs is trying their best not to let their children bang whilst mine are sleeping or very early in the morning and I hope this will continue. Thank you for your service’. (Party 1 – case 1309)

‘I found the volunteers very nice and well meaning’ (Party 1 – case 1317)

‘Certainly I fell situation has improved for the time being and I hope it will be better in the future’ (Party 1 – case 1341)

‘Good service, professional’ (Party 2 – case 1342)

‘Very, very helpful. THANK YOU TO THE MEDIATION SERVICE!!’ (Party 1 – case 1348)

‘I was extremely impressed by the communication you maintained with myself during the process of the case’ (Referrer – case 1357)

‘Thank you for all your help and support over the years!’ (Party 1 – case 1360)

‘All good!’ (Party 1 – case 1369)

‘Good service, understood my feelings’ (Party 1 – case 1394)

‘Excellent job, communication was very good, an efficient service’ (Party 1 – case 1404)

‘I have no complaints about the way mediation was carried out. The staff/volunteers did their best to do their job, I am thankful for them’ (Party 2 – case 1255)

‘I would like to thank the mediators for all their time, sitting and listening to us. I found it very helpful. It worked out very well for me and I was very happy to clear the air. Thank you very much’ (Party 1 – case 1308)

‘Up to now, the neighbour upstairs is trying their best not to let their children bang whilst mine are sleeping or very early in the morning and I hope this will continue. Thank you for your service’. (Party 1 – case 1309)

‘I found the volunteers very nice and well meaning’ (Party 1 – case 1317)

‘Certainly I fell situation has improved for the time being and I hope it will be better in the future’ (Party 1 – case 1341)

‘Good service, professional’ (Party 2 – case 1342)

‘Very, very helpful. THANK YOU TO THE MEDIATION SERVICE!!’ (Party 1 – case 1348)

‘Whilst understanding that blame and legal facts are not the remit of EMS I would’ve thought general facts relevant to a successful outcome. I felt none of the facts I mentioned, and had paperwork to back up, were considered relevant. Fortunately I do see a successful outcome’ (Party 2 – case 1348)

‘I was extremely impressed by the communication you maintained with myself during the process of the case’ (Referrer – case 1357)

‘Thank you for all your help and support over the years!’ (Party 1 – case 1360)

‘I would like to thank the EMS team for being so helpful and understanding and I found you so professional in your work’ (Party 1 – case 1361)

‘All good!’ (Party 1 – case 1369)

‘Not always accessible when I have called’ (Referrer – case 1377)

‘I did find the pre-meeting very helpful. The mediation got us to talk about how things were going to between me and my neighbour. It helped me to talk about how I feel about the situation and what was going on. Now things are a lot better. Mediation is a good way of sorting out the problem’ (Party 2 – case 1392)

‘Good service, understood my feelings’ (Party 1 – case 1394)

‘Excellent job, communication was very good, an efficient service’ (Party 1 – case 1404)

‘Good service’ (Referrer – case 1412)

‘Good service – happy with outcome’ (Referrer – case 1425)

‘Although I can now go up or ring Mrs X, I find that the noise is more or less the same’ (Party 1 – case 1441)

‘I want to thank your organisation for trying to help me, however Ms S is not willing to sort out the problem/dispute…..Again, thank you for your help’ (Party 1 – case 1442)