In April 2009, the Arena Homes’ ASB Team was contacted over a deep-rooted family feud between two addresses and extended family members. Investigating officers were flummoxed after conventional methods of resolution had failed to make an impact.

Jill Roberts, ASB Officer explains, ‘Although, initially this seemed a complex and impossible situation for a Housing Association to tackle, I was confident that with the right approach the issues could be managed if not eradicated.’ Jill’s background as both an ASB Officer and a qualified Mediation consultant gave her a unique insight into this type of feud.

‘My attempts to find the perpetrator in the conflict between the two households proved to be a fruitless pursuit. Many years of misunderstandings, hearsay and retaliations had muddied the water to such an extent that, either both parties were equally to blame or indeed were both the victims of each others actions. Any enforcement tools available to me as an ASB Officer were in truth, not appropriate.’

‘Although hostile at first to meeting face to face, I managed to persuade parties to come together and put their arguments to each other in a controlled environment. Sometimes as an Organisation it is impossible to arbitrate, when this is so, the responsibility for resolution must fall back to the individuals, in this case our residents. I decided to arrange an informal mediation session, at a neutral venue for the two warring factions. After long, heated but ultimately healthy dialogue we were able to find a common ground, dispel assumed truths and create the potential for a healthy relationship in the future.’

Jill Roberts concluded, ‘Thefollowing day I received a call from the daughter of one of the parties, she stated that last night was the first time in a while that her mother and herself, had be able to have a decent nights sleep.’ Although obviously our team is known for taking enforcement action against perpetrators of anti-social behaviour, work like this ‘nips matters in the bud’ and helps build towards ‘sustainable communities’. The most rewarding aspect was the turn around for the residents, the week before the meeting both parties where screaming at each other and at housing staff demanding action against the other party. By sitting down and empowering our residents with professional support both parties have since stated that they have began to enjoy their home lives for the first time in a long time.