Portfolio / Calm Mediation
Website redesign for London’s leading mediation service provider, rebuilt around enquiry generation.
Calm Mediation is a London charity that has been resolving conflict in the capital for more than 35 years, and is now the largest provider of neighbour mediation to London’s social housing sector. Its remit is unusually broad: neighbour, family, workplace and peer mediation, restorative justice, and professional training. That breadth was the challenge. The organisation serves two very different audiences at once — individuals in the middle of a dispute who need reassurance and a clear next step, and institutional referrers such as councils, housing associations, schools and the probation service who need a fast, formal referral route. The site also had to carry a merged identity following the union with Southwark Mediation Centre, presenting one coherent service rather than two legacy organisations.
We rebuilt the site on WordPress and Elementor around a service architecture rather than a flat page list. Each of the five service areas — neighbour, family, workplace and peer mediation, plus restorative justice — has its own hub, with separate routes for the people directly involved and a dedicated ‘Professionals’ referral path for organisations sending cases in. Restorative justice splits further into distinct journeys for those harmed and those responsible for harm, so visitors in very different circumstances land somewhere appropriate.
Around that core sit a training arm with its own course and booking pages, a news and insights blog, a request-a-callback flow, a volunteer resource area and a central referral hub. Accreditation and trust signals — Cyber Essentials certification, Charitable Incorporated Organisation registration and verified Google reviews — are surfaced throughout rather than buried on an about page. The build is mobile-first, SEO-structured from the ground up, and handed over so the charity’s own team can publish news and course dates without needing us.
Calm Mediation now holds the top organic position in Google for mediation services london, london mediation service and london mediation services, and ranks third for both mediation london and the national term mediation service. In a city with no shortage of mediators, those are the searches that put the charity in front of people looking to book, and in front of the councils and housing associations placing referrals.
The service-hub structure is doing the work it was designed for: the workplace mediation and family mediation hubs now rank on their own terms rather than leaning on the homepage, giving each service its own route in from search.
Built on the Scale package, with the SEO foundations, hosting and support that come with every OmniUp website.
Calm Mediation came to us on a boxed template with a fixed sidebar, a black utility bar and mint gutters either side of a narrow content column. There was no visual hierarchy to speak of — every page opened with the same logo block and the same dropdown navigation, so a housing officer placing a referral and a neighbour in the middle of a dispute were funnelled down identical paths.
Several assets had also stopped loading, which is the kind of thing that quietly erodes trust in a charity people are being asked to hand a sensitive problem to. Screens below are captured from the Internet Archive.
The rebuild gave each of the five service areas its own hub, with a separate professional referral route running alongside the public one, so the two audiences stop competing for the same page. Accreditation and funder logos moved up out of the about page, and the training arm got its own home with a live booking route rather than an empty widget.
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