Early Mediation Changes the Trajectory
26/01/2026
How pausing, listening and early resolution can prevent harm, reduce stress and create healthier outcomes for residents and housing teams alike.
In this episode of Making Housing Better, Jenny Danson, CEO of Healthy Homes Hub, is joined by Insley Ettienne, Founder and Director of Cosil Solutions, to explore why mediation is not a “soft option”, but a strategic leadership tool.
With over two decades in housing, Insley explains how early, structured mediation can change the course of disputes long before they escalate into formal complaints, tribunals or court action. At the heart of the conversation is the power of the pause, stepping back from process-driven responses to understand what is really driving a complaint.
Key insights include:
Why unresolved housing disputes quietly damage physical and mental health.
How reactive, siloed communication increases cost, stress and mistrust.
The leadership role in choosing prevention over escalation.
Insley’s Resolve Framework, built on research, expertise, specialisms, organisation, listening, value and empowerment.
Why treating people as individuals, not cases, delivers better outcomes for everyone.
This episode is a reminder that healthier homes are not just about buildings, but about how we listen, respond and act when things go wrong.
Practical steps for housing providers
Introduce mediation as an early option, not a last resort.
Encourage teams to pause and actively listen before responding.
Review complaints for root causes, not just policy compliance.
Invest in training that builds confidence in early resolution conversations.
Create space for cross-team collaboration on complex cases.
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