Learn more about what our clients think about our service

Our contact number is 020 7837 2900.

At the end of each mediation, every participant is asked to complete an evaluation form. The comments below come from the following questions:
  • What benefits did the mediation process bring?

  • Do you have any other comments on the mediation service or the process that you would like to share?

All participants have said that these comments can be shared.

"Very open discussion- opportunity to try and understand the parent views outside a school environment."
School Representative, December 2011

"It helped get everyone to the table to talk. Your mediators were very good."
Parent, December 2011

"It brought all parties around the table to explain each others' views. Your mediators were very tactile, honest and open to the process we needed to go through."
Parent, December 2011

"Greater understanding of the difficulties that have arisen for the parents and [child], along with the problems that both the school and LA faced. Both mediators [were] very helpful and considered the views of all concerned. An excellent if rather lengthy day."
Parent Partnership Officer, December 2011

"The opportunity for all parties to clarify points in a non-adversarial context. The process was very professional and non-intimidatory. Thank you."
LA Representative, December 2011

"Opportunity to air views in a controlled environment."
School Representative, November 2011

"Very professional mediation. Thank you."
School Representative, November 2011

"Ability to stop things when they got difficult and then continue later."
School Representative, November 2011

"Clear overview of areas to be covered and written agreement with clear specification of issues to be followed up."
Local Authority Representative, October 2011

"We managed to cover the areas of disagreement and worked constructively through the working draft of the statement."
Parent, October 2011

"Mediation was the first chance we had with the local authority to speak openly without them brushing our concerns aside, meetings with them before mediation did not work. [As a direct result of mediation] we have reached agreement and application to tribunal has been withdrawn by us.
After mediation we were able to have meetings with the local authority to discuss the implementation of the agreement. The statement now better reflects his [my child's] needs. We would not have been able to agree the statement without mediation. Now we have agreed the statement we have a better relationship [with the local authority]."
Parent, September 2011

"Clarity around [the child's] needs and the views of both parties. Clarity around next steps. Very useful to have an independent third party."
Local Authority Representative, September 2011

"Brought parents and SEN Dept together in constructive dialogue."
Local Authority Representative, September 2011

"[Having a written agreement] made it easier to monitor/chase people to follow up action. It [mediation] moved [child] from not attending mainstream at all to attending for 2 hours a day but difficulties remain."
Local Authority Representative, September 2011

"It enabled honest discussion to take place and resulted in [child] returning to school."
Local Authority Representative, September 2011

"Opportunity to discuss issues.Compromises available.
[Since the mediation] [the child] has started to attend an alternative placement on an assessment basis.
Clear opportunity to discuss issues with parents."
School Representative, August 2011

"The mediation process was led by someone who is professional, impartial, calm and responsive to the needs and views of both parties. I was very impressed."
Local Authority Representative, July 2011

"Opportunity for updating information and dialogue. Very well organised."
School Representative, July 2011

"Expectations clarified for all parties and a route to a solution identified."
School Representative, July 2011

"Brought both parties together in discussion. The mediator brought balance and picked up on matters that might otherwise have slipped through the net."
Parent, July 2011

"The opportunity for all parties to speak without being talked over. Clarity through recap."
School Representative, July 2011

"Without the mediation- we would have had to have gone to Tribunal as we had come to a brick wall with [the local authority].
[The local authority] agreed to issue a statement of special educational needs [following mediation]. Having changed the note in lieu to a statement, [my child] is now attending the school which suits his needs.
Extremely happy with the service and the mediators were very experienced and beneficial."
Parent, July 2011

"Open talk between all parties."
School Representative, July 2011

"The ability for everyone to talk openly / share information."
Parent Partnership Officer, June 2011

"Clarity, agreement and ways forward."
School Representative, June 2011

"Open discussion with parent- opportunity to explore concerns."
Local Authority Representative, May 2011

"It provided a neutral controlled environment and helped all participants to remain focused on issues raised.
[The agreement] detailed what each person was going to do and when. It helped to talk everything through with the use of a mediator to stay on subject and direct the meeting."
Parent, May 2011

"The opportunity to clarify points."
Local Authority Representative, March 2011

"Improve communication between parties."
Local Authority Representative, January 2011

"A clear plan of how to move forward."
School Representative, January 2011

"We were able to put all our points across and get answers to numerous questions we had. Very useful- was able to speak to representatives from Council face to face and also have independent party on hand."
Parent, December 2010

"I feel [parents] gained some trust in the Local Authority. Very helpful- parents withdrew their appeal and agreed to work with LA."
Local Authority Officer, December 2010

"It enabled me to speak with the SEN Team at [name omitted] Council in person to get answers to many questions and make agreements about the way forward for [my child]. Very useful process."
Parent, December 2010

"Enabled a clear understanding of the issues and the reasons decisions were made."
Local Authority Officer, December 2010

"Issues for parents were clarified and also services by the LA clarified."
Local Authority Officer, December 2010

"Helpful clarity on an agreed way forward whilst acknowledging other issues where there was agreement to disagree. Very helpful process and the mediator was very fair and balanced in facilitating the process [...]. My first experience as part of the mediation service facilitated by KIDS and would recommend this service to others."
Local Authority Officer, December 2010

"Opportunity for issues to be discussed and areas of agreement/ disagreement explored."
Local Authority Officer, October 2010

"Better relationship between LA and parent."
Local Authority Officer, August 2010

"[Mediation brought a] clear understanding of the Assessment process and way to express my views."
Parent, August 2010

"Allowed parties to recognize their impact from the other's perspective; look for common ground. A talking/listening forum can bring neutral options to weighted issues."
Local Authority Officer, July 2010

"It enabled all parties to identify areas of their own responsibility that could have been met better. It helped me understand that more information was still needed."
Parent, July 2010

"The agreement was very clear and to the point. The mediation helped pin point areas of poor communication and clarify [the child]'s needs more clearly and highlighted the need for constant follow up (in regards to external agencies involvement). I was very pleased with the process and outcome."
School representative, July 2010

"Both mediators were excellent [...] bringing out communication, taking the process forward, creating the right atmosphere etc."
School Representative, June 2010

"It gave all parties a chance to explain their reasons for their individual judgements regarding placement."
School Representative, June 2010

"The meeting was structured- the issues were clearly defined. Agreement was reached following each issue, as opposed to the end of the discussion. I was very happy with this session."
Local Authority Officer, May 2010

"Having attended Tribunal meetings before I was pleased how helpful, 'informal' the mediation was. It was therefore very useful and stress free."
School Representative, April 2010

"Opportunity to understand each other's position."
Parent, April 2010

"Agreement reached between LA/parents- as a result parents were able to withdraw their appeal to Tribunal. [Mediation] helped parents feel confident they were listened to. Very useful."
Local Authority Officer, April 2010

"Time to go over all the issues with regard to the case. To discuss the child's needs from all angles. To listen to each other and examine areas for possible future work.
Very useful approach."
School Representative, March 2010

"Impartial observer chaired proceedings – this had a very positive impact on the behaviour of all parties. Also, solution focused.
This is an excellent service- thoroughly professional."
Parent, February 2010

"It gave the opportunity to discuss and progress a wider range of issues than another format.
This is a valuable service."
Parent, February 2010

"The opportunity to listen to all points of view, reflect upon these and move forward with guidance from the mediator.
The process was well structured and opportunity was provided to reach a resolution in a fair and calm way."
School Representative, February 2010

"A forum in which parents and school can speak together- in an open way. To hopefully develop relationship built on trust.
The process was very helpful and clear- and managed in a calm way."
School Representative, February 2010

"Mediation just allowed us to sit and talk without any bad feelings getting in the way. Allowed [name omitted] Council to hear our views better in person than in writing which we had done many times but they had ignored."
Parent, January 2010

"It opened the dialogue between both parties."
School Representative, December 2009

"The opportunity to allow parents and LA to clarify each others' point of view."
Local Authority Officer, November 2009

"As school representative (Inclusion leader) I found it [the mediation] very reassuring. I particularly liked the way the mediator 'chaired' the proceedings. There were no raised voices, no unpleasantness and a sensible timeframe to the discussion."
School Representative, September 2009

"Following the mediation a decision was made that benefited the child in question. [The mediation] resulted in the desired outcome so was very useful."
School Representative, September 2009

"It allowed me to find out exactly what the school was/ wasn't providing for the pupil in question."
Local Authority Officer, September 2009

"It provided a secure opportunity for all parties to share views."
Local Authority Officer, September 2009

"[We achieved] a quick solution. I didn't expect that anything would be achieved, but was pleasantly surprised by the speedy outcome."
Parent, September 2009

"[Since the mediation] the pupil [has been] placed in provision/ school. [The mediation] enabled discussion and sharing of information. [It was] very useful."
Local Authority Officer, September 2009

"Enabled discussion by those with greatest involvement and knowledge.
[Since the mediation] the statement has been issued, including items agreed in mediation meeting."
Parent, February 2009

"The mediator was able to express both sides of the argument clearly, impartially and concisely. More beneficial for a dispute to go to mediation where things can be discussed than the matter going straight to a tribunal court."
School Representative, February 2009

"Excellent chance to work through all issues without getting stuck on disputed points."
Parent, January 2009

"Myself and my husband are very happy with the approach taken by the mediator. Every point [in the written agreement] was important. Having the right people present and especially the mediator. The LEA [local education authority] have agreed to assess our child."
Parent, January 2009


"[Our daughter now] has 2 nights residential at school each week. She was quickly able to access residential, tribunal would not have taken place yet. She is very happy and clearly benefiting from the arrangement. [Mediation] was very useful. We felt we were properly listened to by the LEA [local education authority] - not judged on paper information. [The agreement] stated clearly the resolution arrived at. Transition to adult services is now under way."
Parent, December 2008

"[Mediation was] very helpful- able to engage parents in facilitated discussion."
Local Authority Officer, December 2008

"It enabled the parent to have a very clear picture of the support his son is getting. It showed that home and school have a good working relationship."
Parent Partnership Officer, October 2008

"We explored other ways to support my son with the school. We were able to mediate in a calm, effective manner. [Since the mediation] my child has been happier in school. The mediation service was brilliant."
Parent, September 2008

"We were able to talk face to face in a calm, controlled manner. Able to discuss other issues than those first brought up and reach agreement on those as well. Without this process we would not have been able to come to a resolution."
Parent Partnership Officer, September 2008

"For the first time we came face to face with people we've only heard about or spoken to on the phone. It humanised the process and gave contact with a 'faceless' bureaucracy. Wish I had contacted you sooner!"
Parent, August 2008

"An excellent service."
Local Authority Officer, August 2008

"Provided the council deliver on the commitments made, it will have achieved progress previous meetings have failed to do.
I would like to thank [the mediator] for her kindness and for helping to alleviate what has been a very stressful and difficult process."
Parent, July 2008

"I think just involving the service made things happen more quickly."
Parent, June 2008

"Very professional service."
Local Authority Officer, September 2007

"The Mediator was thorough and effective and very pleasant. Also very professional."
Parent, September 2007

"It allowed fruitful discussion with parent."
Local Authority Officer, September 2007

"Gained a clearer understanding of views of school and parent."
Local Authority Officer, September 2007

"The parents withdrew their appeal to SENDIST. The most I was hoping for was better understanding of each party's point of view."
Local Authority Officer, July 2007

"The LEA [local education authority] should offer this service much quicker than they did in this case and it should be used as much as possible. Would DEFINITELY recommend."
Parent, June 2007

"I think, though I can't be totally sure, it speeded up decisions and therefore the best outcome. Everyone was really helpful and listened and got back to me. I deal with lots of different agencies and this service was by far the most helpful and efficient."
Parent, June 2007

"I wasn't quite sure who to talk to and they gave me that help and put me onto who I needed to talk to."
Parent, June 2007

"I now feel I have a much fuller picture of the child's needs."
Local Authority Officer, April 2007

"Allowed communication with a difficult and angry parent in a safe and neutral environment."
School Representative, September 2006

"Professional, calm, gave both sides of the argument. Would definitely recommend. Very professional approach to conflict resolution."
School Representative, June 2006

"It is useful that it is less formal than a more legal procedure."
School Representative, March 2005

"By talking to the parents in an informal, but structured situation participants were able to express themselves clearly and issues were able to be understood by all. This led to a resolution. This was my first experience of the service and I was impressed by the professionalism and expertise of the mediator in drawing out the core of the 'dispute' and supporting the process to resolution."
Local Authority Officer, October 2005

"It gave the opportunity to explain the reasons for making the Statutory Assessment request. A very professional service as usual."
Local Authority Officer, July 2005

"It is a very useful opportunity for discussing possibilities and trying to resolve difficulties, it's very good to have the mediator there to ensure fairness."
Parent, November 2005

"The case was better understood. Additional information came to light. I think it is an excellent service and should be extended to cover other areas."
Local Authority Officer, November 2005

"The lessening of tension within all parties. Spending a quantity of time with LEA [local education authority] staff and parents which you would not normally have. An excellent service- extremely efficient, professional yet keeping the human touch."
School Representative, May 2005

"The way we were able to communicate and resolve some of the issues. Very beneficial to be able to meet face to face with the people who are making decisions on our child's education.  Very happy with the whole mediation procedure."
Parent, May 2005

"The whole session was very professional and felt very safe; I had felt a lot of anxiety and concern about the process before it and at the beginning. Felt listened to and affirmed. Excellent service; very good staff."
Parent, November 2004

"It was useful to be in a meeting chaired by someone else."
Local Authority Officer, July 2004

"The relationship between parent and school has been somewhat rebuilt."
School Representative, June 2004

"I hadn't taken part in this process before and was very impressed with the way it was run, explained and how professional the whole process was."
Local Authority Officer, August 2004

"The other party remained calm during the mediation- which has not happened in other meetings we have held."
School Representative, November 2004

"The process ensured that all parties remained calm so that meaningful dialogue was facilitated."
School Representative, November 2004

"I think that it kept the conversation and "emotional temperature" at a level which has kept communication channels open."
Local Authority Officer, June 2004

"I was very pleased with the mediator; she didn't take sides with both parties."
Parent, November 2004

"It allowed differences between parents and school to be aired and I believe the relationship has improved as a result. The mediator handled the meeting very well- remained calm, wasn't dispirited even when things were apparently going quite badly."
Local Authority Officer, November 2004

"The process gave the benefit of a fairy un-emotional meeting, resulting in an agreed plan of action. I thought the mediation service offered immense support. It allowed the two "groups" to discuss the main issues of the disagreement in a structured manner. I don't believe we would have reached an amicable future plan without it!"
Parent, September 2004

"I think it helped to foster a better LEA [local education authority] /parent working relationship".
Local Authority Officer, June 2004

"It gave good opportunity to discuss more fully the problem areas of my child's education and I successfully gained some movement from the LEA [local education authority]. I may now be able to cancel tribunal."
Parent, February 2004

"We achieved a resolution which we hope will benefit everyone all round."
Parent, October 2003

"By skillful non-threatening handling, solutions were reached unexpectedly."
School Representative, January 2003

"It helped to meet everyone and have the opportunity to share and listen to each other's views in a 'safe' environment."
School Representative, January 2003

"I had been quite cynical- mainly because I do a lot of negotiating/problem solving. However, it was helpful to think about issues without the pressure of managing a meeting/recording."
Local Authority Officer, August 2003

"It was good to cut through all 'red tape'/ bureaucracy that hinders clear and effective communication. Talking matters through face to face was essential. The experience was physically draining but ultimately rewarding. Hopefully all parties can now move forward - after all we all want the same end result- the best possible provision and support for the child- my son."
Parent, August 2003

"Allowed everyone to be open and honest and really explore issues. Did not feel like a battle, which previous encounters had felt like. Very good mediator and good at drawing people together to common ground."
School Representative, June 2003

"It helped to uncover some misunderstandings that we had regarding the workings of the various bodies involved. A very good service to use."
Parent, June 2003

"Felt I had a fuller picture of the child and the difficulties she is experiencing. Can be more prepared as a school for the pupil when she comes in September."
School Representative, June 2003

"Clarified issues that had been frustrating both parties. Also gave idea of the criteria being used to make decisions, by other party. Very helpful and supportive and will help us make decisions in the best interest of the child."
Social Worker, June 2003

"It was useful to meet with the parent in a neutral place (i.e. away from the Town Hall) and to hear first hand in more detail about his concerns. It was also useful to put the LEA's [local education authority] position without interruption. 
The atmosphere was friendly, not threatening."
Local Authority Officer, July 2002

"I feel that a very anxious mother was more willing to listen because of the impartial mediator, who was calm, pleasant and in control! I was quite surprised at the outcome as I felt the mum had come with very definite views of what she wanted. This is the first mediation session I have attended and I felt that it was very professionally run."
Local Authority Officer, July 2002

"Despite the obvious friction between the two sides at the beginning of the meeting and the allegations made during it, the outcome brought both parties together to a point where an agreement could be made in the future.
Very professional and experienced mediator who allowed the meeting to progress allowing all parties ample opportunity to put forward their points of view without interruption."
Parent Supporter, December 2002

"The process was beneficial as it was informal and the mediator did not take sides. She made me feel at ease. The most important aspect was control. We were able to have our say in a relaxed atmosphere."
Local Authority Officer, July 2002

"An opportunity to work positively with the pupil's parents. This was an opportunity to extend communications and reduce conflict. This process is allowing parent, schools and the LEA [local education authority] to work more effectively together for the benefit of pupils."
Local Authority Officer, July 2002

"It gave me a greater understanding of my particular situation which in turn brought about a positive conclusion.
An extremely well presented service which brought my case to a good conclusion. It is very beneficial to be able to speak face to face and to resolve differences."
Parent, May 2002

"The ability to bring people together on an equal basis in a neutral place. Having a neutral 'chair' allowed for honest and open discussion. I believe this to be an excellent service. This avoided an SEN Tribunal which has, in my experience, always resulted in bad feeling on someone's part. Today everyone felt they were heard and what they had to say was valid. For parents in particular they didn’t seem to be fighting officialdom."
School Representative, April 2002

"This was my first experience of attending a mediation meeting. I think that it was very professionally managed and far more useful than the process of tribunal."
Educational Psychologist, October 2002

"It’s a very useful service. In this instance I am sure it prevented the case escalating to tribunal."
Local Authority Officer, July 2002

"I feel as if it is less "them against us.""
Parent, June 2002

"It was a relaxed session; I felt that everyone had the chance to voice their concerns. The mediator was very focused and allowed the meeting to stay on track."
School Representative, May 2002

"I feel that the mediation process was well organised and as informal as possible. It allowed both parties to explain their situations and thoughts on the matter in a relaxed atmosphere. I feel that this has been a positive step forward to take as it has encouraged a good working relationship between parent and LEA [local education authority] which can only be a good thing for the welfare and education of the child concerned."
Local Authority Officer, July 2002

"Enhanced relationship with parents."
Local Authority Officer, November 2002

"Gave me the chance to learn how decisions are being made and to meet in person with the decision makers. It gave us both the chance to look beyond the paperwork and get an insight into the actual problems. It personalised again the depersonalised process and put it on a real life level."
Parent, November 2002

"Provided opportunity to share perspectives, make agreements that could be reviewed regularly. Gave opportunities to share concepts and explore issues."
Local Authority Officer, November 2002

"Opportunity to put across my son's case fully and to talk openly and frankly about his problems. Pleased that I took part and very grateful to the service for arranging and conducting the session."
Parent, May 2002