TENANT Scrutiny Panel members from White Horse Housing Association have been trained in mediation skills to enable them to offer a listening ear for fellow tenants involved in neighbour disputes.
They have been taking part in a specially designed Introduction to Mediation course since last October, which, said Operations Director Belinda Eastland, will equip them to help when disputes have reached a stalemate.
“Our housing officers are highly skilled and experienced when it comes to finding a resolution when tenants have issues with neighbours,” she said, “but we felt that there are occasions when it will help to have someone who can understand the perspective of being a tenant. It will provide even more support to those in that situation.”
The course, devised by NFS Mediation, which has experience in mediating between social housing, taught scrutiny panel members effective listening, helpful questions, clarifying responses, body language and defusing anger.
“They were all covered in an in-depth but uncomplicated way by trainer Gaby Lucas,” said Mrs Eastland.
The second part of the course featured role play exercises where panel members acted as mediators and tenants to test their skills. Gaby said: “I was extremely impressed with the way the scrutiny panel members grasped the issues around mediation and showed great skill in listening, questioning and resolving in the role play scenarios.
“It was a pleasure to work with the group, all of whom did so well.”
Scrutiny panel Chair Shakira Hilton said on behalf of the participants: “We particularly liked and learned a lot from the role play .
“We hope we will be able to assist in supporting tenants who want to talk to another tenant with skills in mediation to help them resolve any neighbour misunderstandings or communication issues.”
Mrs Eastland added: “These are the first steps in creating a new type of service for our tenants, from our tenants. It will offer everyone who wants it a listening ear from someone who is in a similar position to them but who has been trained to be effective in mediating and resolving issues.”
Tenants who would like to benefit from the new service, which is due to be running by the autumn, will be referred by housing officers. Care will be taken to ensure panel members involved in a mediation live in a different location to the tenants involved.
