Streetlife facilitates the Blackpool, Wyre & Fylde Frontline Network which brings frontline workers together to network, share best practice and resources. This collaboration helps to build greater professional relationships, and therefore better outcomes for those receiving support. In 2024, Streetlife assisted over 300 young people, with 120 using their night shelter. The charity has observed a significant increase in demand, with shelter occupancy rising to an average of 90%, up from 75% the previous year.
Behind every statistic, there is a young person with a story. Steph Jones, a Shelter Duty Worker at Streetlife, shares the journey of one young person, Willow, to show the difference this support can make.
A Young Person’s Journey: Willow’s Story
I was on duty when Willow first made contact. They were very nervous about presenting that night, so I initially contacted them over the phone so I could find out some more information.
Willow had experienced a breakdown in the relationship with their parents and had been staying on a friend’s settee for over a year before accessing the shelter. I invited Willow to come down in person to have a look around the shelter and to meet me, just so they could feel a bit more at ease and confident to access our service.
Willow did come that day and felt more at ease, knowing what to expect at the shelter and what help was available. I showed Willow around and explained that this was a safe space for them, that they could take a shower, have a hot meal, wash their clothes and get a good night’s sleep. Then, in the morning, we could meet and look at what support we can help with.
Willow then presented that night at 7pm and managed to secure a bed. They were relieved that they could finally feel at ease and get the right guidance moving forward. The next day, we undertook assessments to see what areas Willow was struggling with and where they needed some extra support, using an assessment wheel. In Willow’s case, they needed housing support, mental health support, and help with their employment and education.
Navigating Housing Support Pathways
Willow presented at Blackpool Housing Options (HO), where they underwent an assessment and were assigned a Housing Officer. We worked closely with the officer to support Willow in completing the necessary tasks, such as submitting bank statements and benefit information, and arranging appointments that suited their needs. These appointments took place in a variety of ways—including at the HO office, over the phone, and in certain cases, at the shelter itself when circumstances allowed.
As duty workers, we collaborate with HO to determine the most appropriate next steps for supporting the young person. A key part of this process is identifying which local council holds responsibility for providing them with housing support. In addition, we assist young people in booking flat viewings and help them search for safe and suitable housing, whether that’s through supported accommodation, private landlords or rental agencies.
Tackling Barriers to Housing and Support
Willow arrived at Streetlife with no photo ID, so we supported them in filling out forms and sending off the correct documents. Even something as simple as ID can create so many barriers for our young people in securing bank accounts and this can even prevent them applying for flats.
After a few days of settling into the shelter, Willow said that they felt accepted, and free from judgment. Willow expressed that they identified as non-binary, and we ensured their preferences were fully respected, recording their pronouns properly on our system.
Access to healthcare was another priority. We supported them in registering with a GP, updating their address, and ensuring they could receive important correspondence. Mental health was identified as a key concern, and Willow was prescribed medication and referred for an autism assessment.
Willow was encouraged to attend therapy sessions with Steve, our in-house therapist. They began weekly appointments, which helped Willow to work through some of the trauma and negative thoughts. They said they felt so much better week after week, and felt the support really helped.
Whilst all these things were being addressed, Willow attended duty appointment daily and we tasked Willow with small things to do each day, so they did not feel overwhelmed and were able to take it one step at a time.
Throughout this process, it was important to follow a trauma-informed approach to reduce the need for them to repeatedly explain their situation.
Building Confidence and a Path Forward
In the following weeks, Willow attended daily sessions at The Base and even got involved in day trips out with other young people, taking part in activities such as archery. They also got involved in ‘cook and eat’ sessions at The Base, where they helped prepare meals. The young people learn along the way, developing their skills in the kitchen so they can live more independently.
“I could see Willow’s confidence and self-belief improve massively and it was so nice to see that, with the right support, they can do this.”
When all the smaller steps are completed, we try and see where the young person wants to be long-term. In Willow’s case, they were looking at education opportunities, so we contacted The Platform, a service in Blackpool that helps point young people in the right direction by providing expert advice on topics such as work, education and training. We work alongside The Platform and can refer any of our young people over to them for support.
Willow was assigned a coach from The Platform called Rebecca, and together, they explored options for higher education as this was what Willow really wanted. With Rebecca’s support, Willow successfully enrolled in an English and Creative Writing degree at the University of Lancashire and was accepted for the September intake.
We supported Willow in applying for student finance, ensuring all documents were submitted and financial arrangements were in place ahead of their course start. To help them feel prepared and confident, we also worked on budgeting skills and arranged viewings for student accommodation in Preston. Willow secured an affordable room in student halls near the campus, paid a £200 deposit, and moved in ready for the course to start.
This shows that with the support of Streetlife, we can empower and encourage our young people to make positive life choices that transform their future, by providing guidance and the right resources every step of the way.
