A new mediation service to help landlords, tenants and agents with disputes in the private rented sector has completed its first year. The service, which previously operated as a pilot, is now funded by the Landlord Registration Scheme, based at Lisburn & Castlereagh City Council, and is operated by Housing Rights.
Private rented tenants, registered landlords and their agents can access the free scheme for help in resolving disputes which may otherwise have impacted on the tenancy or ended up in court. The scheme works to assist both parties in engaging to resolve disputes either through a process of intervention and facilitation to promote a shared understanding of the issue, and if necessary, through formal mediation.
Speaking about the success of the scheme, Brenda Parker, Housing Rights’ Head of Services said;
We are delighted that so many landlords, tenants and agents have used this scheme in the past year.
It is a testament to the value of a service like this, that in over 90% of the cases where both parties engaged, we were able to support the parties to resolve their dispute. Not all disputes need to go through a formal mediation process; often, the careful and supportive approach taken by our Housing Mediation team resolves disputes during the initial stages of case development and progression. All parties benefit when the case is resolved at the earliest stage – this supports relationships on both sides and supports good housing outcomes.
In the year ending November 2025, the Housing Mediation service:
- Closed 271 eligible cases (35% above target)
- Resolved 90% of cases where both parties engaged (target 70%)
The service continues to record a 100% satisfaction rate from landlords. By helping resolve disputes like the those faced by Harry* and Luke*, the service is helping families stay in their homes.
Some recent feedback from people using the service, highlights its value:
……without mediation court action could have occurred. The mediation team were exemplary, and very patient & understanding
the mediator was very helpful and she answered all my questions to highest standard. Thanks to her I’m able to stay in my rented property longer and hopefully source suitable accommodation in future. I’m very grateful for Kim’s assistance.
As the service continues to develop, further data about its impact will be collected. Notably, the early data from the first year also points to the success of the service in areas beyond housing and homelessness. Feedback also shows the services’ success in the following areas:
- Preventing court action
- Promoting landlord registration (with several landlords becoming registered to access the service)
To find out more about the service and/or to make a referral, please visit our page on Housing Mediation.
*Names have been changed to maintain privacy
