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Empowering people to get the best outcomes from conversations; preventing, managing and resolving conflict for 25 years and counting.......

About Smile Mediation

Smile is a registered charity and social enterprise based in Burnley.  We are an affiliated organisation of The College of Mediators and we provide a wide range of services across the UK, to empower people of all ages and from all backgrounds to prevent, manage and resolve conflict and get the best outcomes from all of their conversations.
Smile has been in business for over 25 years and in April 2023 we became part of Resolve ASB who are now in their 29th year of business. They are a Centre of Excellence who are focussed upon community safety and antisocial behavour.
Our current training offer includes:
  • Accredited (NVQ Level 3 Equivalent) Mediation Skills Qualification – can be tailored to community, workplace, SEND, peer or family relationships mediation.
  • Mediation Skills Annual Refresher
  • Conversation Not Confrontation – Essential Skills Programme – includes some of the tools and techniques used by mediators
  • Conversation Not Confrontation – Advanced Skills Programme
  • Encouraging People to Mediate
  • Managing Conflict in Teams
  • Conflict Coaching for Mediators
  • Effective Agreements
  • Bespoke training packages to meet your communication, mediation and conflict prevention, management and resolution needs!
If you would like to chat about any of our services and training, please contact us on 01282 436989 or

Lytham Festival Focus Group Feedback

“I think the meetings were chaired and facilitated very well. It’s a difficult task as the group can be very emotive. Thanks for providing your professional service for the focus groups. We will certainly look your way should the need arise in the future!”

– Ian Williamson – Head of Environmental and Housing Services, Fylde Borough Council

All great from my perspective and great work in an emptive arena. All feedback from the group was positive. Thanks for coordinating the sessions and it was a delight to work with you.”

– Tim Dixon – Tourism and Cultural Services Managerm Fylde Borough Council

Training Feedback

“The training was interactive and kept me engaged. The trainers were lovely and really helpful, they made you feel comfortable and at ease. I felt like I had known them for ages.”

AS – Participant – EFL Programme

Training Feedback

“Looking at the ripple effect was really useful for me. The impact of what has been done and how we consider this. I thought when we put ourselves in the middle and looked at the consequences of our actions, I thought this was very impactful.”

PM – Participant – EFL Pilot

Smile Volunteer Mediator

 “I love your organisation, you know I do! Everyone is friendly and welcoming. I love the amount of training you offer and the variety of topics this is on. One thing I am really impressed by with SMILE is the fact that as a part time volunteer I feel I am part of the organisation. That’s not easy to achieve for organisations and you should be really proud of that”

Smile Volunteer Mediator

“I really enjoy being involved at Smile. I like the people I meet (staff and other mediators); I enjoy the Training Sessions, the Support Group sessions and, of course, the mediations. I have learnt a lot that has helped me to deal more effectively with conflict situations both at work and at home and I really value that”

ASB Apprenticeship Feedback

“Yesterday, I had to return a call which would normally make my heart sink.  I reminded myself to prepare for the call.  What am I calling about?  What do I already know?  So that I asked slightly different questions.  And the call was probably a lot more productive because of that.”

Mediation Feedback

“I felt like i was being listened to and not just seen as a problem.”

Mediation Customer

Stockport Homes

“Stockport Homes has worked with Smile mediation since April 2023 and referred over 20 cases, via a simply and easy to use, referral system to bring about long-term resolution for our customers.  We are extremely pleased and proud to be working with Smile who are professional, responsive and aim to provide the highest quality of mediation service with many customers feeling the issue is resolved and benefiting from conflict coaching or a form of mediation”

Lee Isherwood – Safer Neighbourhoods Manager

Mediation Customer

“You’ve done a great job! I didn’t really think that this meeting would be of any use but i feel that it’s really helped to be listened to and to think about other points of view.”

Manchester City Council

“In addition to community mediation, Smile delivers a confidential service to support our residents who might be struggling with how they are feeling about a difficult situation. We utilise this service for example when residents are reporting a noise problem but the type of noise or the investigation does not constitute asb nor a statutory nuisance. The resident may become dissatisfied with the service feeling overwhelmed about the situation and what can be done. This invaluable one to one service separates the noise or asb investigation from the support the resident needs. Following a referral Smile carefully plans for the difficult conversation with the resident and supports them to reflect and identify strategies to help themselves manage the situation moving forward. This service results in residents feeling valued and heard, improves customer satisfaction and frees up staff resource to concentrate on other asb cases.  This work has become a core part of our everyday business and supports us to deliver victim centred services.”

Sara Duckett


Smile Move Home

Due to outgrowing our office we have now moved home! We would like to thank Calico Homes for their hospitality and support over the last few years with them and announce that we are now based at Burnley, Pendle and Rossendale Council for Voluntary Service Office on Yorkshire Street in Burnley.

Sovereign Network Group Award Contract to Smile Mediation!

We are incredibly pleased and proud to announce that following a successful tendering process we have been awarded the contract to provide mediation and coaching services for Sovereign Network Group (SNG).

The Trusthouse Charitable Foundation Award £9236 to Smile!

We were delighted to be awared this grant which means that Ella, who had been volunteering at Smile Headquarters for several months could progress to become our Business Administration Apprentice….

Lytham Festival Residents Focus Group

Big news! Fylde Council have chosen Smile to facilitate group discussions and workshops with themselves, the organisers of Lytham Festival and the local residents so that they can be consulted...