The situation
A valued employee made a formal flexible working request to reduce their hours. The owner wanted to keep them, but the client-facing role genuinely needed the cover the request would remove.
Why it was difficult
Flexible working requests must be handled properly and within the rules, and can now be made from day one. Refuse one clumsily and you risk a claim and a resentful key employee; agree to one that does not work and you create problems across the team.
What Samantha did
- Treated the request seriously and followed the correct process and timeframe
- Genuinely explored whether it could work, including alternatives and a short trial
- Gave a fair, well-reasoned decision based on a legitimate business ground
- Communicated it in a way that kept the working relationship intact
The outcome
A workable middle ground was reached that protected the client cover and kept the employee. The process was sound, and no claim arose.
Fair outcome. Employee kept. No claim.
What this means for you
A flexible working request is a process, not a straight yes or no. Handled properly, you protect the business and the relationship, even when the answer cannot be a simple yes.
Related support
Manager support →Anonymised. Sector, names and identifying details have been removed or changed. Outcomes reflect the specific circumstances of each case and are not a guarantee of any particular result.