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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

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