Background, why resolving disputes is so important -- Introduction to dispute resolution -- Preventing disputes, how to stop disputes before they start! -- Lessons learned -- Potential issues arising from the case studies -- What makes good practice? -- Toolkit for preventing disputes -- Tools to help assess 'where you are' -- Tools to help avoid dispute -- Tools to help make decisions -- Tools to help gather your thoughts -- Descending into conflict, the downside of disputes! -- Resolving disputes, or how to move things forward when they get stuck -- Toolkit for managing disruptive disputes -- Conclusion, prevention is better than cure

Item has been written as a resource for anyone who has to deal with disuptes in social housing, whether as a party in a dispute, or as a mediator. Making use of various case studies and model situations, it provides a step by step guide to resolving disuputes and the tensions that will inevitably arise between landlords and tenants in this sector. Provides convenient checklists for tracking the course of disputes and the steps to consider and advocates compromise and counselling above litigation.