Mentor Quality Framework

The value of Unlocked depends on the quality of the people businesses meet through it. This framework sets out what a good mentor does, how we check it before anyone is approved, and how we keep standards high afterwards. It applies to every mentor, specialist and peer group facilitator on the platform, and it is the basis of the quality assurance we offer to funders and public-sector commissioners.

It has four parts. A competency framework describing the skills and behaviours we expect. The Unlocked Mentor Quality Standard, which sets three levels of practice. An induction programme every mentor completes. Ongoing development and review. All of it works alongside our Mentor Code of Conduct.

• Experience first. Our mentors have built, run or advised businesses themselves. Practical experience is the starting point, and mentoring skill is developed on top of it.
• Evidence, not assumption. Every judgement about quality draws on evidence, such as references, session records, business feedback and observed practice.
• Recognised good practice. The framework is informed by recognised mentoring and coaching standards, including the competence frameworks and Global Code of Ethics used by the European Mentoring and Coaching Council and other professional bodies. We encourage and support mentors to gain recognised accreditation.
• Proportionate. The checks and development we ask for reflect the support a mentor gives. Mentors working on funded or public-sector programmes meet the additional requirements of those programmes.

We assess and develop mentors against eight competencies. Each one describes what good practice looks like and the evidence we use to judge it.

Every mentor on Unlocked holds one of three levels. The level is shown to us and to programme commissioners, and is used to match mentors to the right work.

Assessment. Approval decisions are made by an Unlocked director using the evidence listed in section 3. Moves between levels are agreed at the annual review.

Renewal. Each level is reviewed every year. A mentor who no longer meets the requirements of their level agrees a development plan with us, may move to a different level, or may be removed from the platform.

No mentor can be listed or matched with a business until we have approved them.

• Application. A full profile covering career history, sectors, specialisms, qualifications, delivery formats, location and availability.
• Verification. Checks of experience and credentials, at least two references, and professional memberships or qualifications where the work requires them.
• Conversation. A discussion with an Unlocked director covering their experience, approach to mentoring and understanding of boundaries.
• Programme checks. Additional checks where a programme requires them, such as a criminal records check for work with young people or adults at risk.
• Decision. Approval is recorded on the platform. Unsuccessful applicants are told the reason.

Every mentor completes our induction before taking on their first business. It takes around four hours, delivered online and through a live session with an Unlocked director, and covers

• Mentoring principles and good practice, including the difference between mentoring, coaching and advice, and the eight competencies in this framework
• Coaching and facilitation techniques, including questioning, goal setting, action planning and running a peer group
• Safeguarding and professional standards, including the Mentor Code of Conduct, confidentiality, conflicts and when to refer on
• Equality, diversity, inclusion and accessibility
• Data protection and information security
• Programme objectives and delivery expectations, including the requirements of any funded programme the mentor will work on
• Using the platform, recording and reporting, including session records, actions, outcomes and monitoring information

A mentor’s first engagement is reviewed by an Unlocked director, with feedback given before the mentor takes on further work. Mentors joining a funded programme complete a short programme-specific briefing before they start.

• Continuing professional development. Mentors complete at least 10 hours of relevant development each year and keep a simple record of it. This can include training, accreditation study, peer learning and reflective practice.
• Network sessions. We run regular sessions where mentors share practice, discuss common challenges and hear about themes emerging across our work.
• Support and supervision. Mentors can discuss difficult situations with an Unlocked director or a Senior Mentor at any time, in confidence.
• Accreditation. We encourage mentors to gain recognised mentoring or coaching accreditation and will signpost suitable routes.

• Every session. Sessions are recorded on the platform with objectives, notes and agreed actions, and businesses are invited to rate them.
• Low ratings and complaints. Any low rating or complaint is reviewed by an Unlocked director, and the mentor is contacted where needed.
• Sampling. We review a sample of action plans and close-out reports regularly to check quality and consistency across the network.
• Annual review. Each mentor has a review at least once a year against the eight competencies, using feedback, records and their development log.
• Improvement and removal. Where standards slip, we agree an improvement plan, add support or pause new matches. Mentors who do not meet our standards are removed from the platform.

Programme commissioners receive quality information as agreed in their contract, such as satisfaction scores, mentor levels and the outcomes of reviews.

The directors of EB UNLOCKED LTD own this framework. It applies to new mentors from 1 November 2026, and existing mentors will complete the induction and be assigned a level by 31 March 2027. We review the framework at least once a year, drawing on feedback from businesses, mentors and programme partners, and on developments in professional mentoring standards.