How to Handle a Flexible Working Request You’re Not Sure About

08 Aug 2025

Flexible working has become a cornerstone of modern employment, especially since the pandemic reshaped how we think about workspaces. But what happens when a valued employee submits a formal flexible working request to stay remote, but you really need them back in the office?

As a small business owner, balancing empathy with operational needs can be tricky. Here’s some tips on how to navigate this situation thoughtfully and legally.

1. Understand the Legal Framework

In the UK, all employees have the legal right to request flexible working from their first day of employment. You must consider the request in a “reasonable manner” and respond within two months. Unfortunately, there’s no real definition as to what a “reasonable manner” is, so it’s worth getting some advice about the process before you start.

You can refuse a request, but only for one of the eight statutory business reasons, which include:

  • Detrimental impact on performance or quality
  • Inability to reorganise work among existing staff
  • Planned structural changes

Knowing the law helps you stay compliant and fair.

2. Consider the Business Needs

Before making a decision, ask yourself:

  • Does the role require in-person collaboration or client interaction?
  • Has remote work affected productivity or team cohesion?
  • Are there upcoming changes that require more on-site presence?

Document your rationale clearly. It will give you clarity, will help you explain your decision and will help protect your business.

3. Explore Compromise Options

If a full return isn’t feasible for the employee, could a hybrid model work for you and them? Consider:

  • Specific in-office days (e.g., team meetings or client visits)
  • A trial period to assess impact – this can be really useful for both parties, and means you’re not making permanent changes
  • Adjusted responsibilities that align with remote work

Offering alternatives shows you’re open to flexibility while maintaining business continuity, but it does need to work for the business as well as the individual.

4. Communicate with Empathy and Clarity

When discussing the request:

  • Acknowledge the employee’s perspective and contributions.
  • Be transparent about why full remote work isn’t viable.
  • Offer support and explain any compromise options.

This builds trust and reduces the risk of disengagement or conflict.

5. Document Everything

Keep a written record of:

  • The request
  • Your assessment
  • The outcome and reasoning
  • Any agreed changes or trial periods

This protects both you and your employee and ensures clarity.

Final Thoughts

Managing flexible working requests isn’t just about ticking legal boxes. It’s about fostering a culture of openness and respect. By balancing empathy with business needs, you can make decisions that support both your team and your goals. Ideally, you will have a strong enough relationship with your team that they will be able to approach you informally before submitting a formal request. This can help both parties deal with the request in a more relaxed, informal way, with a view to reaching a solution

If you already have flexible working request, or think one may be coming, we can help with managing the process or even crafting a response Need help crafting a response or reviewing your flexible working policy? Get in touch with HR4 Business on tel:+447985492351, mailto:info@hr4businessltd.co.uk or complete our contact form on https://hr4businessltd.co.uk/get-in-touch/ for expert support tailored to small businesses.

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