Our research has revealed the extent to which frontline workers often do not have the options or resources to support people away from homelessness, despite knowing what needs to happen. The impact of repeatedly being unable to help people properly affects their own wellbeing.
Housing shortages and barriers to support are creating gridlock in homelessness services, and the structural challenges that workers must contend with could also be contributing to the poor wellbeing of the workers themselves.
- More than four in five respondents (85%) reported challenges accessing suitable accommodation for the people they support.
- More than half (52%) said accessing suitable accommodation had become harder over the previous 12 months.
- Almost nine in ten respondents (86%) said finding accommodation within the Local Housing Allowance (LHA) rate was difficult or very difficult.
- More than half of the respondents (51%) said their role had an overall negative impact on their wellbeing, while over a quarter (29%) said they felt at risk of burnout often or always.
- Nearly half (47%) said their pay is unfair and does not cover their housing and living costs.
Gridlock in the system
Gridlock in the system
We know there is a lack of accommodation for people who need it. But, our research has illustrated that even where accommodation exists, it may be unaffordable or inaccessible because of Local Housing Allowance rates and other barriers. People often cannot move on when they need to, and instead remain in emergency, temporary or supported accommodation, reducing the options available for others.
These structural challenges impact both those experiencing homelessness and the people supporting them – who are under pressure, and may not be able to achieve the best outcomes for people.
"We are seeing more homeless/at-risk-of-homelessness families who have been evicted through no fault of their own. They are not able to find another property due to high rents, low LHA rates and no guarantor... The number in this situation is increasing, and all we can offer is support and a sticking plaster if we are lucky."
- Frontline worker in Southend-on-Sea
"[I feel] stress from having knowledge that should be able to help people, but no public resources are available for that knowledge to work."
- Frontline worker in Manchester
The impact on Frontline Workers
The impact on Frontline Workers
Frontline workers frequently described their work as meaningful and rewarding, but also reported pressure from workload, low pay, limited resources and repeatedly being unable to act on what they know someone needs.
"I feel that frontline workers in homeless services are seriously undervalued, under appreciated and under paid for the expertise, experience and empathy that they bring to the role. Our jobs are becoming increasingly difficult, we are under pressure, this will continue in a downward spiral until there are major changes."
- Frontline worker in Belfast
Our recommendations
We will take these findings to ministers, civil servants and advisors to the Prime Minister. We will work with our partners organisations to share the findings with leaders in Wales, Scotland and Northern Ireland. And we will raise with MPs through the APPG for ending homelessness.
We have a list of recommendations to government and to the sector.
Access to accommodation and support
Access to accommodation and support
1) National and local governments should increase the supply of settled self-contained accommodation at scale. Housing associations, funders and charities should work together to develop, fund or secure accommodation that reflects local need and the needs and circumstances of individuals and families experiencing homelessness.
2)The Department for Work and Pensions (DWP) should restore Local Housing Allowance (LHA) rates to the 30th percentile of local rents and maintain them at this level, so that people receiving LHA can access private rented accommodation.
3)Local and national services should remove unnecessary administrative and eligibility barriers to accessing housing and other support. Services should take account of the challenges faced by people experiencing homelessness and be flexible in enabling them to access support in a way that is possible for them. This might include flexibility over requirements for ID and other documentation, or whether they access the service in person, by phone or online.
4)Governments should provide more guidance on fair assessment of affordability and the proportionate use of guarantors. This would help to enable those receiving income from benefits to be considered on equal terms with other prospective tenants.
5)Governments should create realistic options for people with No Recourse to Public Funds (NRPF) who are destitute or homeless. This should include access to emergency accommodation and enough support to give people stability to resolve their situation, so that, where possible, they can move towards self-sufficiency.
6)Increase access to timely, publicly funded specialist legal advice and representation where legal issues put people at risk of homelessness or prevent them from accessing the housing and support to which they are entitled.
Workforce
Workforce
1)Governments should ensure funding and commissioning frameworks provide sufficient resources to enable organisations to recruit, retain, develop the skills of and support frontline workers. They should ensure the real costs of frontline support are reflected in contract values and, wherever possible, look to fund longer contracts to reduce discontinuity in care, as well as uncertainty and staff turnover when a contract is coming to an end.
2)Funders and commissioners should fund services sufficiently to recognise the expertise and responsibility involved in frontline work, enabling staff to be paid fairly and helping organisations retain experienced staff.
3)Policymakers should create formal opportunities for frontline workers to contribute their expertise when homelessness policy is designed, implemented and reviewed.
4)Organisations should address the conditions that affect wellbeing, including high workloads, inadequate support and pressure to work beyond role boundaries. They should also recognise that, even once these conditions are dealt with, frontline homelessness work can continue to have a significant negative impact on wellbeing due to challenging cases, emotional demands and situations where they are not able to overcome resource constraints to take action they know is needed. Meaningful support should be made available to help staff manage these pressures.
5)Organisations should give frontline workers the time and opportunities they need to maintain and develop their expertise, including relevant training, learning from colleagues and access to specialist knowledge and advice when dealing with issues beyond their role.
