A Manager’s Checklist for Handling Flexible Working Requests with Humanity and Confidence

(In collaboration with Trula Brunsdon, Employment Lawyer)

Flexible working requests are becoming increasingly common, and rightly so. They can be the key to helping talented people balance work and life in a sustainable way. But for managers, receiving a request can also bring up uncertainty: 

What’s the right process? 

What’s legally required? 

And how do I approach it in a way that feels fair, empathetic, and constructive?

To help you navigate this with confidence, employment lawyer Trula Brunsdon and I have pulled together a simple checklist that combines the legal must-dos with the human considerations that make all the difference.

1. Ask for it in writing and acknowledge it properly

A flexible working request should be made in writing. This ensures clarity for everyone involved, it sets out what’s being asked for, and gives you something concrete to respond to.

As a manager, it’s good practice to acknowledge the request promptly. Even a simple “Thanks for sharing this, let’s set up a time to talk it through properly” helps the employee feel heard and respected right from the start.

2. If you can say yes, confirm it in writing

If the request works for the team and the business, fantastic. Confirm it in writing and set a clear start date.

3. If you can’t say yes immediately, start a conversation

If you’re unsure, or if you need more information, you must consult with the employee before making a decision. That means meeting with them to discuss the request openly, with the aim of reaching an agreement.

This is your chance to listen, explore options, and show that you genuinely want to find a way forward, even if it’s not exactly what was requested. Often, a creative compromise can meet both the employee’s needs and the team’s operational requirements.

4. Know the valid reasons for refusing a request

Sometimes, despite everyone’s best efforts, a request just isn’t workable. If that’s the case, the law says you can only refuse a flexible working request for one or more of the following reasons:

• The burden of additional costs

• An inability to reorganise work among existing staff

• An inability to recruit additional staff

• A detrimental impact on quality

• A detrimental impact on performance

• A detrimental effect on the ability to meet customer demand

• Insufficient work for the periods the employee proposes to work

• Planned structural changes to the business

If you do have to refuse, explain why clearly, linking your decision to one (or more) of these reasons, and document it properly. Transparency helps the employee understand that the decision isn’t personal, it’s about specific, objective business factors.

5. Always offer the right of appeal

Employees must be given the right to appeal a refusal. This is both a legal requirement and an important part of maintaining trust. The appeal process gives employees the reassurance that their request has been taken seriously and reviewed fairly.

6. Complete the process within 2 months

The whole process, from receiving the request to completing any appeal, must be concluded within two months unless you both agree otherwise. This ensures that employees aren’t left waiting and wondering, and that the issue doesn’t drag on unnecessarily.

7. Keep the human connection at the heart

Beyond the legal steps, remember that flexible working requests often come from life moments such as becoming a parent, caring for someone, managing health, or simply wanting a better balance. How you respond says a lot about your culture and values.

Even if you can’t agree to everything, being open, fair, and compassionate will go a long way. Employees remember how they were treated just as much as what the outcome was.

In summary

Your checklist for managing a flexible working request:

✅ Ask for the request in writing

✅ Acknowledge it promptly

✅ If agreed, confirm in writing

✅ If unsure, meet and consult

✅ Only refuse for valid business reasons

✅ Offer the right of appeal

✅ Complete the process within 2 months

✅ Keep humanity at the centre

Handled well, a flexible working request is an opportunity to strengthen trust, loyalty, and performance across your team.

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Further support

If you’d like legal clarity or support with a specific flexible working situation, Trula is an experienced employment solicitor who can guide you through your obligations and options with care and expertise.

If you’re a line manager or HR professional wanting to build confidence in supporting new parents or managing conversations around flexibility and return to work, I offer coaching designed to help you navigate those moments with empathy and confidence.

Find out more at www.lauraduggalcoaching.com