4. 4
Hello
JUAN ALVAREZ
VILANOVA
Senior Policy Analyst
Policy in Practice
(Luton Council - data
partners)
LILIAS ADAIR
Service Designer
FutureGov
@liliasadair
PIP JOHNSON
Prevention Strategy
Manager and Homelessness
Trailblazer Lead
Westminster Council
5. 6
FutureGov across the Homelessness Journey
EARLY
PREVENTION
STATUTORY
DUTY
MOVING
ON
Luton - Data Outreach
Westminster - Community
Resilience
Kingston - Partner
Communication
Southwark - Managing
Housing Expectations
Hackney - Finding A Place
to Live
Hackney - HRA
Hackney - TA
Bradford - Revs & Bens
Southwark - PHP
Lewisham - Empathetic
Conversation
Newcastle - Inclusion Plan
Hackney - T.A.
Southwark -
Resettlement
SELF
SUPPORT
Crisis - Lived
Experience of
Homelessness
Camden - Employment
Hackney Works
Hackney - Financial Advice
Hackney Front Door
Hackney Home Collection
Tackling more
systemic issues
Homes England -
More Affordable
Homes
Southwark -
Planning Viability
6. 7
FutureGov across the Homelessness System
Hackney -
Hackney Works
DWP -
Family Breakdown
Camden -
Employment Services
Multiple Councils -
Housing Services
(see above)
Homes England -
Affordable Housing
Southwark -
Planning Viability
SLAM -
Digital Mental Health
7. 8
Luton Homelessness Trailblazer
Partnering with Policy in Practice
Luton Council have been using service design to build an early intervention and
empathetic outreach service which uses predictive data to identify those at risk
of homelessness
Identify residents
at risk using data
through LIFT tool
IDENTIFY OUTREACH REFER TRACK
Reach out to
residents
directly to
further
understand
their situation
Refer residents to
appropriate
community
support and self-
help tools
accordingly
Track outcomes of
early intervention
using LIFT tool
8. 9
Westminster Homelessness Trailblazer
Westminster Council is identifying and going to places where those at risk
usually go. They are making themselves visible and building face-to-face
relationships out in the community, so residents can receive earlier and
better support from people they trust in places where they feel safe
9. 10
The Problem
What was the original problem
and why did you turn to design to
solve this problem?
10. 11
“When we don’t avoid homelessness, not only is it
expensive for local authorities but the cost to
individuals is considerable. That means that the
interventions become less effective and
engagement is much harder. It makes no sense at
all for us to wait until someone is at a point of
crisis.”
- Nikki Middleton, Head of Customer Services at
Luton Borough Council
11. Service Design needs to
think about how to solve
people’s problems
earlier so they don’t
enter services
12. 13
Identification
How did you go about identifying
those at risk of homelessness, and
what are the advantages and
challenges?
14. Service Design needs to
use predictive data to
target those who might
need the service, but to
do so ethically
15. 16
Cultural perceptions
of councils
Residents may not be used to being
approached through early outreach,
did you face any challenges with this
when conducting the service?
How have you used design to tackle
this?
16. 17
“"I found this Service helpful and it has brought
relief- feels like someone cares"
“I found the service helpful as I wasn't aware I could
get help with childcare costs, and I will look into the
www.entitledto.co.uk benefit calculator when I start
looking for paid employment.”
- Service users who engaged in the service
17. Service Design needs to
support residents through a
change of expectation from
approaching councils at
point of crisis to building self
sufficiency and resilience
18. 19
Designing a tailored service
How have you ensured your response is
tailored around individuals needs,
capabilities and assets?
19. Service Design needs to
focus on service users
assets and goals as well as
their needs to encourage
and empower citizens to
self support
20. 21
Taking a systems approach
How has the service identified and built
relationships with community partners
and organisations, and influenced these
services so they can prevent
homelessness?
21. Service Design needs to
work with a wider
ecosystem of local partners
who might be better placed
to provide advice and
support and build their
capabilities to deliver this
22. 23
Staff
What are some of the challenges faced with
staff moving to delivering even earlier
prevention work?
24. Service Design needs to
consider how pre-prevention
work is recorded for staff
delivering the work and how
to track signposting and
referrals to ensure staff buy
into the process
25. 26
Retro!
What do you think you could
both learn from each other’s
approaches and apply
tomorrow?
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Use this to split sections - we usually use dark purple for dividers as a contrast to the pink title pages.
Using two-tone images
We use two-tone images to sit underneath or alongside text.
Default font should be Proxima Nova. As a starting point for type size):
46 for main headings
41 for larger text (this works well if you’re combining larger text with a page heading)
32 for sub headings
28 for smaller body copy (avoid going any smaller).
Use this to split sections - we usually use dark purple for dividers as a contrast to the pink title pages.
Using two-tone images
We use two-tone images to sit underneath or alongside text.
Use this to split sections - we usually use dark purple for dividers as a contrast to the pink title pages.
Using two-tone images
We use two-tone images to sit underneath or alongside text.
Use this to split sections - we usually use dark purple for dividers as a contrast to the pink title pages.
Using two-tone images
We use two-tone images to sit underneath or alongside text.
Use this to split sections - we usually use dark purple for dividers as a contrast to the pink title pages.
Using two-tone images
We use two-tone images to sit underneath or alongside text.
Default font should be Proxima Nova. As a starting point for type size):
46 for main headings
41 for larger text (this works well if you’re combining larger text with a page heading)
32 for sub headings
28 for smaller body copy (avoid going any smaller).