It's not our first rodeo!

A retailer engaged Mustard HR to carry out a comprehensive audit of their HR practices. The leadership team was concerned about potential compliance risks, particularly given recent legislative changes and the complexity of managing a large workforce. They also wanted to ensure their policies and processes aligned with good practice to maintain their reputation as a responsible employer and attract top talent in a competitive market.

We conducted a full HR audit, tailored to the organisation's structure, operations and goals. Focusing on compliance and good practice, we:

• Reviewed the organisational structure, strategic objectives and workplace culture to understand their unique challenges, ensuring that this addressed both in-store and head office practices to reflect the distinct needs of each group.
• Conducted a detailed review of compliance with employment laws, where we identified areas requiring immediate updates.
• Identified opportunities to embed good practice, such as introducing enhanced family-friendly policies and more robust complaints (grievance) procedures.
• Reviewed processes and practices across all areas of the employment lifecycle – organisational design/succession, recruitment, onboarding, employee relations, pay and reward, engagement, learning and development and offboarding - where we identified some inconsistencies.
• Delivered a detailed report, outlining findings and recommendations, categorised by levels of risk, flagging high-risk areas for immediate resolution as well as and identifying good practice enhancements.

The retailer successfully addressed any immediate compliance gaps, significantly reducing legal risk and ensuring their practices met statutory requirements. By creating an action plan and then implementing the recommendations to improve practices, they worked to enhance employee satisfaction and engagement.

The Leadership Team appreciated the clarity that the audit provided, as well as Mustard's on-going support, which ensured smooth implementation of changes. The business is now well positioned, not only as being a compliant employer, but as a progressive one, strengthening its ability to attract and retain the best talent.

The organisation recognised that its inherited pay structures were inadequate, leading to issues related to equal pay, market rates and eroded differentials. Addressing these shortcomings was critical to maintaining employee morale and avoiding potential legal challenges.

We conducted a thorough analysis of the existing pay arrangements, identifying key issues that needed resolution. We then led a comprehensive pay review, proposing significant changes while weighing the benefits, costs and risks associated with each option, including where potential employee relations problems and equal pay claims might be anticipated.

After obtaining approval and successfully negotiating with the recognised Trade Union through consultation processes, we implemented a new, transparent pay system, significantly reducing the risk of future challenges and establishing a more equitable compensation structure within the organisation.

A growing tech start-up was struggling to attract and retain the right talent for their expanding team. They lacked a streamlined recruitment process, leading to delays in hiring and inconsistent candidate experiences. Additionally, their pre-employment checks and contracts of employment were outdated and non-compliant, leaving them exposed to potential risks.

We worked closely with the company to advertise roles effectively, conduct structured interviews and manage job offers. Our expertise ensured that pre-employment checks, such as Right-to-Work requirements, were handled efficiently and in compliance with regulations.

To complete the process, we crafted bespoke contracts of employment that clearly outlined expectations and legal obligations, while reflecting the company's culture and values.

The company filled their vacant positions with high-quality hires, who were a great cultural fit. The improved recruitment and onboarding processes and enhanced the candidate experience, while the updated employment contracts reduced legal risks, giving the leadership team peace of mind.

A family-run retail business was experiencing rapid growth but lacked consistent communications on employment matters to support their expanding team. New hires received mixed messages about company expectations, leading to confusion and a patchwork of ad-hoc processes. This not only impacted onboarding but also left the business vulnerable to risk.

We worked with the business to strengthen their employment foundations, including tailored policies, procedures and guidelines presented in a bespoke employee handbook to reflect the company's values and rich history.

The handbook was designed to set a positive tone from day one, providing clear guidance on the company's expectations and showcasing what made it an exceptional and unique employer. By aligning policies with the business's vision, we ensured consistency across all aspects of the employee lifecycle, while also strengthening legal compliance.

The business reported a smoother onboarding experience, with new hires feeling supported and engaged from the outset. Clear, accessible policies provided a solid framework for day-to-day operations, reducing ambiguity and freeing up leadership time. Employees appreciated the professionalism and care shown by the business, enhancing trust and morale across the team.

A mid-sized manufacturing business was overwhelmed by the growing number of employment law updates and struggled to keep pace with new obligations, including flexible working requests and equality requirements. The balance finally tipped with the introduction of the Worker Protection Act in October 2024 (the obligation on employers to prevent sexual harassment at work). The business lacked the internal expertise to assess risks or implement changes to ensure compliance, without creating additional workload for their already stretched team.

We partnered with the business to simplify and streamline their legal compliance. Using our exclusive Sexual Harassment Risk Review tool, which allowed the client to conduct a detailed risk evaluation, we provided a comprehensive report which identified areas for improvement. A tailored action plan was created to address gaps and we provided follow-up support to implement the agreed changes.

For broader legal compliance, we provided clear, jargon-free guidance on managing flexible working requests, helped introduce family-friendly practices and address equality obligations, such as pay gap reporting.

When new legislative changes were announced, such as the annual rises for minimum wage, we notified the leadership team well in advance, reviewed the impact on their workforce and presented practical options for consideration. Where specialist legal advice was required, we obtained it on their behalf, ensuring full transparency and passing on costs directly, without markup.

The business not only significantly strengthened compliance with their employment-related legal obligations, reducing their risk of tribunal claims but also enhanced their reputation as a responsible employer.

By implementing the recommended actions, they created a safer, more inclusive workplace and demonstrated a proactive approach to employee wellbeing. The leadership team valued the clarity and practicality of the advice, empowering them to focus on their core operations with confidence.

After initially engaging us to assist with a grievance matter (which later led to a full policy review), a product development agency reached the point where compliance was no longer the primary concern. Leadership aspired to become an employer of choice and decided it was time to elevate the organisation and achieve this. Their aim was to improve engagement, boost performance and build a culture of wellbeing and inclusion, however, they lacked the time and expertise to implement these initiatives effectively while balancing client demands.

After some initial discussion, it was agreed that we would work closely with the organisation on a Retained Services basis, in order to help them take their people strategy to the next level, focusing on key areas:

• Employee Engagement: We implemented a tailored engagement survey to understand employee needs and concerns. Based on the results, we introduced regular team feedback sessions and enhanced internal communication processes, including more consistent updates from leadership and cross-team collaboration opportunities.
• Employer Brand: Recognising that the organisation's external reputation was a powerful tool, we supported a review of their employer brand. By showcasing employee success stories, their creative culture and commitment to development, we helped them refresh their careers page and social media presence, attracting like-minded talent.
• Performance: To align individual and organisational goals, while maintaining the informal feel of the business, we introduced 'coaching conversations', ensuring that any feedback was constructive and development-focused and creating a culture of accountability and continuous improvement. Most notably, this created a more consistent, open and honest dialogue.
• Health, Wellbeing & DEI: We supported the company in introducing meaningful wellbeing and inclusion initiatives. This included partnerships with some of our trusted suppliers to deliver awareness sessions on topics such as neurodiversity and menopause, as well as mental health first aid training. Additionally, we helped facilitate a flexible employee benefits programme, tailored to meet the diverse needs of the team – this ranged from financial wellbeing resources, to wellness days.

The initiatives resulted in a 40% increase in employee satisfaction scores and a noticeable improvement in cross-team collaboration. The regular dialogue empowered employees to achieve their goals, driving both personal and organisational success. The refreshed employer brand and enhanced workplace culture helped attract top talent in the design industry, while on-going wellbeing and DEI initiatives help ensure employees feel valued and supported.

A national logistics company engaged us to carry out a Sexual Harassment Risk Review following the introduction of the Worker Protection Act and a backdrop of an historical complaint from an employee, where the organisation had suffered some negative publicity. Employee feedback had highlighted uncertainty around recognising and addressing inappropriate behaviour. Leadership wanted to ensure their organisation was proactive in ensuring a safe and respectful workplace while driving forward standards in their sector.

Our assessment tool revealed, amongst other things, a need for a baseline awareness across the workforce, which, alongside bespoke training for managers, was a recommended action. Given the nature of the work, with many employees working remotely or on the move and working unsociable hours, the leadership team needed a solution that could be delivered flexibly, while maintaining high impact.

We designed and implemented a comprehensive training programme to meet operational needs:

• General Awareness Training: Delivered as a pre-recorded, on-demand training module to ensure accessibility for the dispersed workforce. The training covered key topics, including understanding sexual harassment, recognising inappropriate behaviour and the importance of reporting concerns. Interactive elements, such as quizzes and real-life scenarios, helped engage employees and reinforce learning.
• Bespoke Management Training: Conducted live virtual workshops for managers, tailored to the company's specific challenges and workforce structure.

Topics included recognising signs, handling complaints sensitively, supporting employees and promoting a culture of respect. Managers were provided with practical resources, including templates for documenting incidents, checklists for handling complaints and guidance on ensuring compliance with legal and company policies.

Employees gained clarity on what constitutes sexual harassment and how to report it, with 85% of participants reporting improved confidence in recognising inappropriate behaviour. Managers across all regions reported feeling more prepared to handle complaints, ensuring a consistent and professional approach.

Refresher programmes are on-going and mechanisms for capturing new employees were put in place.

Mustard was commissioned to assist a small planning business who were undergoing a redundancy process due to a shift in the company’s strategic direction. With no internal HR function, the client needed expert guidance to navigate this challenging situation sensitively and compliantly. Affected employees were placed at risk of redundancy and the consultation period began, inviting representations and feedback from employees.

Mustard partnered with the client throughout the consultation, ensuring that all representations were carefully considered and responded to thoughtfully. Despite exploring options, the company ultimately determined that no suitable alternative opportunities were available within the small business. Mustard provided continuous support, managing the process to its conclusion of two dismissals on grounds of redundancy.

The client appreciated the independent, professional HR support provided by Mustard, which eased the complexity of the situation. Beyond statutory requirements, Mustard’s guidance included signposting employees to outplacement services and additional resources, offering compassionate support during a difficult transition.

A national charity, deeply committed to supporting vulnerable communities, faced financial pressures that necessitated a significant organisational restructure. The charity's internal HR team needed additional expertise to manage the complexities of the process, particularly around engaging with Trade Union representatives. With a focus on compliance, fairness and as far as possible, preserving employee trust, they turned to Mustard for 'fractional' cover on a short-term Retained Support basis to guide them through this challenging period.

We provided hands-on support and strategic guidance:

• Planning and Strategy - we worked closely with HR and leadership teams to develop a legally compliant restructure plan, including identifying roles at risk, establishing selection criteria and creating timelines for consultation and implementation. Ensured the approach aligned with the charity's values, with a focus on transparency and compassion.
• Consultation - we took an active role in collective consultations with representatives. Facilitated open and constructive dialogue to address concerns while safeguarding the primary objectives. Provided behind-the-scenes advice, helping the HR team anticipate and respond to union queries effectively.
• Legal and process compliance - we ensured adherence to legal requirements, including collective and individual consultation processes, redundancy notifications and handling appeals.
• Employee communication - we drafted clear, empathetic communications, including meeting scripts, redundancy letters, FAQs and guidance for managers conducting one-to-one consultations. Provided our note-taking service during all meetings, ensuring accurate documentation and reducing the administrative burden on the HR team.
• On-the-ground support - we provided coaching for HR and management teams, building their confidence and experience in handling sensitive discussions and consultations. Acted as a trusted advisor throughout the process, offering proactive solutions to any emerging issues.

With Mustard acting as a fractional ER partner, the charity successfully completed its restructure, while maintaining constructive relationships with its workforce and union representatives. The HR team told us how much they had valued the additional expertise and practical support, which allowed them to focus on day-to-day operations while managing the restructure effectively.

Ultimately, the charity emerged more resilient and capable of continuing its mission and enjoying a lasting partnership with us at Mustard – where we continue to provide them with trusted HR expertise, on an 'as needed' basis.

A GP surgery faced an escalating conflict between a senior manager and a member of their administrative team. Disagreements over workload distribution and decision-making caused a breakdown in communication, culminating in the administrative employee raising a formal grievance against their manager for bullying. The conflict had already created tension across the team, negatively affecting morale and spilling over to patient service delivery. Lacking the internal capacity and impartiality to manage such a complaint effectively, the surgery engaged Mustard to conduct an independent investigation.

We conducted a thorough, impartial investigation to establish the facts of the case, which included:

Evidence gathering: we interviewed the complainant, the senior manager and relevant witnesses (team members) to gather a comprehensive understanding of the situation, reviewed relevant policies, communication records and workload distribution to get a full picture.

Maintaining fairness and transparency: we maintained confidentiality throughout the process, promoting trust and openness from all parties, provided regular procedural updates to the leadership team, ensuring the process remained fair and aligned with legal and organisational policies.

Findings and recommendations: Once the investigation concluded, we delivered a detailed report outlining the findings, which:

• Identified that an underlying current of mistrust had been present for some time.
• Highlighted that recent issues had been miscommunicated, exacerbating tensions.
• Found that input from other colleagues had unintentionally escalated the situation.
• Concluded that the manager's actions did not, however, amount to bullying.

We offered clear, actionable recommendations to resolve the immediate issue, including changes to workload allocation, clarified communication protocols and steps to rebuild the working relationship – including the offer of workplace mediation.

Both parties agreed to mediation, which we went on to conduct on a Fixed Fee basis. This was successful and ultimately restored stability within the team.

Feedback from both parties indicated how they wished they had been offered this path earlier. The administrator expressed satisfaction at the outcome, having felt heard and reassured by their manager's agreement to implement changes to workload distribution and communication practices. The team benefited from the improved relationship and morale began to recover.

The surgery told us that they valued Mustard's impartiality and professionalism, which ensured a fair process and preserved team morale. By addressing the root causes of the conflict, they were able to refocus on delivering high-quality patient care.

A professional services business faced a disciplinary appeal from a neurodivergent employee who had been issued a final warning for misconduct. The employee, diagnosed with ADHD, was disciplined for what the employer deemed to be inappropriate workplace behaviour. However, the employee argued that their neurodivergence had not been considered as a mitigating factor in the original disciplinary process.

The appeal raised key concerns:

• The original disciplinary hearing had failed to fully consider how the employee’s ADHD impacted their behaviour, including impulsivity and difficulties with emotional regulation.
•  No adjustments were made during the disciplinary process to accommodate the employee’s neurodivergence, leaving them feeling unsupported and misunderstood.
• The employer needed to balance the employee’s rights under the Equality Act 2010 with the responsibility to maintain workplace standards.
• The employer recognised the potential for procedural gaps and sought support from Mustard HR to ensure the appeal process was conducted fairly and inclusively, while maintaining organisational integrity.

Mustard HR provided the following support to the employer, focusing on ensuring procedural fairness and legal compliance, whilst taking a sensitive approach to the employee’s neurodivergence.

Review of disciplinary process

• Analysed the original disciplinary process to identify any failures to consider the employee’s neurodivergence as a mitigating factor.
• Flagged the absence of reasonable adjustments, which could have included a tailored explanation of behavioural expectations or support during the hearing.

Appeal meeting prep

• Guidance to appeal panel on their obligations under the Equality Act and appeal process.
• Helped structure the appeal meeting to ensure the employee felt supported and had a fair opportunity to present their case, including adjustments to communication and pacing to accommodate their needs.

Outcome support

• Assisted the appeal panel in drafting their outcome, to balance the employee’s rights with the employer’s need to maintain workplace standards.
• The panel overturned the final warning, acknowledging that the original process had not adequately considered the employee’s neurodivergence as a mitigating factor.

Proactive recommendations

• Advised the employer to implement clearer behavioural frameworks and adjustments for neurodivergent employees, including manager training on neurodivergence awareness and inclusive disciplinary processes.
• Assisted putting measures in place to support the individual - a tailored support plan was introduced, including regular one-to-one meetings, role clarity and access to additional resources to help manage their particular challenges at work.

Through our guidance, the employer not only resolved the appeal fairly but also took steps to improve inclusivity and awareness within their workplace practices in general as well as supporting the individual in maintaining their employment. 

A concern was raised regarding comments and actions by one employee towards another, which the complainant believed had racist undertones. Mustard was engaged to investigate this highly sensitive issue.

Through the investigation, it became evident that other team members had also witnessed similar conduct concerning the same individuals. The behaviour was subtle and not (overtly) racist in front of the individual it was believed to be aimed at. As the behaviour was not targeted at them directly, the other employees had not felt they were in a position to raise a complaint.

Mustard's investigation concluded that the conduct was indeed racially motivated and had created an offensive and hostile work environment, establishing grounds for a misconduct case based on race discrimination. A recommendation was made to the employer that there was a case to answer for formal disciplinary action to be taken against the perpetrator.

Additionally, Mustard suggested further actions to foster a more inclusive workplace culture. Measures were introduced to address attitudes towards equality and inclusion, and new channels were established to empower all employees to speak out and have their voices heard regarding any similar concerns in the future.

Note: Employees do not need to share the protected characteristic to complain of harassment. Under the Equality Act 2010, employees are entitled to complain of offensive behaviour due to their association with, or perceived possession of a protected characteristic, regardless of whether this perception is accurate. Harassment can also apply to employees who witness it where there is an impact on their dignity at work or the working environment, regardless of whether they share the protected characteristic of the harassed employee.

An education provider sought our support when allegations of safeguarding breaches were made against a member of the teaching team. The concerns involved inappropriate conduct toward students, triggering an immediate investigation. While the investigation report was thorough, the assigned disciplinary panel felt unprepared to handle such a sensitive case alone but the small HR team had been too involved to advise impartially.

We provided expert guidance to the disciplinary panel, ensuring the process was handled sensitively and in line with safeguarding requirements and employment law:

• This started with a briefing with the disciplinary panel to review the allegations, the investigator's report and the school's safeguarding policy.
• We advised on the panel's role and responsibilities, ensuring they understood the legal and procedural framework for disciplinary hearings involving safeguarding concerns and supported the panel in structuring the hearing.
• We attended the hearing in an advisory capacity, guiding the panel on procedural matters and safeguarding obligations.
• We ensured the employee had a fair opportunity to respond while maintaining the panel's focus on safeguarding and compliance and provided real-time advice on managing sensitive discussions, addressing any legal or procedural queries during the hearing.
• Once the hearing adjourned, we advised the panel on evaluating evidence objectively and balancing safeguarding priorities with the need for fairness and proportionality.
• After the hearing we helped the panel communicate the rationale for their decision on the outcome and the disciplinary actions they decided upon with clarity and sensitivity.
• We also advised on follow-up actions, including notifying the Local Authority Designated Officer (LADO).

The panel successfully navigated a highly sensitive process, reaching a well-reasoned decision that prioritised student safety while ensuring procedural fairness and managing risk The leadership appreciated Mustard's expertise and ongoing support, which enabled those responsible to act with confidence and ensure compliance throughout the process.

When supporting in-house HR/People teams, we noticed that they were most likely seek guidance from us when handling an Employee Relations case.

In our experience, stand-alone, as well as newly qualified HR/People professionals, can often feel unsure about tackling grievances, disciplinaries, or investigations. Even more experienced team members may need reassurance in rebuilding their confidence after returning from a career break or extended absence, for example.

We know that these clients recognise the value of having an external 'sounding board' to provide practical advice and insights. While there hasn't been a formal structure in place to support this need, often as part of our retained services,, we've provided tailored but informal mentorship to individual HR practitioners, addressing both technical ER challenges and professional development needs.

This has inadvertently provided a safe, non-judgmental space for HR professionals to discuss challenges, ask questions and explore best practices, as well as the opportunity to seek constructive feedback to build technical skills and boost credibility within their organisation.

We've found that this form of mentorship (coaching, conversations- whatever you would like to call it), whether or not a formal or structured arrangement, strengthens the confidence and capability of individual HR practitioners, who have reported feeling more empowered to handle ER challenges independently, while their senior leaders value the longer-term benefits of a reduced reliance on external intervention for ER matters and a more confident People team.

Recognising the success of this approach, we're now launching Mustard Mentorship as a stand-alone service. Just for HR professionals. Offering tailored 1:1 mentorship, with a strong focus on ER expertise. This programme builds on our proven approach, ensuring HR practitioners have the support they need to thrive in their roles.