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Designing homelessnessLGA Innovation Zone
@uscreates www.uscreates.com
We are a service design agency specialising in improving and innovating
better health, wellbeing and public services.
Homelessness Contexts.
4
Homelessness is going up
Hom
eles
s ac
cept
ance
s &
Rou
gh s
leep
ers
Tem
pora
ry a
ccom
mod
atio
n
Rough sleepers
120,000
100,000
80,000
20,000
0
Increase in homelessness and temporary accommodation
Source: UK Government Homelessness Statistics
60,000
40,000
40,000
35,000
30,000
25,000
20,000
15,000
10,000
5,000
1998
1999
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
2013
2014
2015
Homeless acceptancesNo. households in temporary accommodation
@catdrew_ @uscreates
5
It is going to get worse
400
300
200
100
0
2011 2016 2020 2026 2031 2036 2041
Predicted number of homeless households, thousands
Source: Heriot-Watt University for Crisis
@catdrew_ @uscreates
6
Lewisham and Newcastle have different challenges
Different contexts
@catdrew_ @uscreates
• Poverty and welfare reform: An estimated £129m of annual cuts to working age benefits for residents in Newcastle by the end of 2022-23•Multiply excluded homeless adults: around 250 individuals with very high levels of need•Good affordable housing supply: 26,000 units of council housing, social housing is around 30% of housing in Newcastle but around £4.6 million of rent arrears•Strong record of prevention: 4th highest number of preventions in England in 2017/18
• Lack of available social housing - 49% decrease in lets since 2010/11.•Nearly 10,000 on the housing register in housing need.•112% increase in the numbers in temporary accommodation between 2010/11 & January 2018.•Difficulty accessing homes in the private sector, average Lewisham household earns £19,385. Net salary required for a median market rented property: £44,572. •Number of households approaching as homeless last year: 1,700.
NEWCASTLE
LEWISHAM
What is design?
8
What is design?
Design = a valuable problem
solving tool
Uscreates principles of service design.
Co-creation
Involve people and build engagement, buy-in and capacity through the project
Deep human understanding
Base solutions on actual needs,
expectations ‘and experiences
Prototype and test
Catalysing rapid change through
agile and iterative working
Reframing challenges
New ways of solving old problems,
new lenses to see underlying issues
10
Process: the double diamond.
Discoverinsight – into the problem areas
foresight – inspiration for the future
Defineand reframe the problem
Developpotential solutions
Deliverprototype, test and iterate
solutions
*Diagram adapted from the Design Council’s Double Diamond
What is prototyping?
What is prototyping?
The process of mocking up an idea quickly and with minimal
resource to assess and improve its viability, desirability
and feasibility.
13
What is prototyping?
Storyboards Role play
Comms material Wireframes
Personal Housing & Wellbeing Plans.
Legislative requirement for the plan.
“Duty to assess every eligible applicant’s case and agree a plan”
Design principles for the plan.
Discuss reciprocity and make joint plans. Map people’s assets/resources and set out what
both service users and council can do.
Understand housing needs and support needs to support tenancy AND wider well-being &
poverty needs.
Refer people to other partner services and make sure that these are available & easy to
access.
Motivate people through behavioural economics, e.g. COM-B, EAST or planning
methodology.
Design with digital and data in mind to track service prevention activity and iteratively
improve the process.
Record how people are feeling as well as what they are doing.
Create consistent council messaging about expectations of social housing and language
around resilience.
Understand where people are in their journey, from point of crisis to building resilience.
Make easy, attractive and inclusive to use through visuals and non-bureaucratic
language.
Balance listening to people with extracting required information.
1717
Applying principles to two different places.
Key principles for the Lewisham context.
Discuss reciprocity and make joint plans. Map people’s assets/resources and set out what
both service users and council can do.
Understand housing needs and support needs to support tenancy AND wider well-being &
poverty needs.
Refer people to other partner services and make sure that these are available & easy to
access.
Motivate people through behavioural economics, e.g. COM-B, EAST or planning
methodology.
Design with digital and data in mind to track service prevention activity and iteratively
improve the process.
Record how people are feeling as well as what they are doing.
Create consistent council messaging about expectations of social housing and language
around resilience.
Understand where people are in their journey, from point of crisis to building resilience.
Make easy, attractive and inclusive to use through visuals and non-bureaucratic
language.
Balance listening to people with extracting required information.
1919
Lewisham’s Personal Health & Wellbeing Plan.
2020
Come back when you have a bailiffs warrant
Hello I’m x.This is triage...
What can we do for you today?
Hello I’m x. This is a short initial chat to find out...
What brings you here today?
Let’s make a plan together for what we’re both going to do
VS
Prototyping is valuable in culture change.
21
Prototyping is valuable in culture change.
Key principles for the Newcastle context.
Discuss reciprocity and make joint plans. Map people’s assets/resources and set out what
both service users and council can do.
Understand housing needs and support needs to support tenancy AND wider well-being &
poverty needs.
Refer people to other partner services and make sure that these are available & easy to
access.
Motivate people through behavioural economics, e.g. COM-B, EAST or planning
methodology.
Design with digital and data in mind to track service prevention activity and iteratively
improve the process.
Record how people are feeling as well as what they are doing.
Create consistent council messaging about expectations of social housing and language
around resilience.
Understand where people are in their journey, from point of crisis to building resilience.
Make easy, attractive and inclusive to use through visuals and non-bureaucratic
language.
Balance listening to people with extracting required information.
2323
Newcastle’s Inclusion Plan.
24
Prototyping is valuable for training & buy-in.
25
Prototyping is valuable for training & buy-in.
26
Prototyping is valuable for training & buy-in.
27
Collaborative planning is starting to show impact
Impact
“this form clearly helps the applicant ‘tell’ their story on paper in a clear and coherent way (rather than us ‘recording’ responses to enquiries)” - Homelessness Prevention Officer, Newcastle
April 2017142 people presented at our Housing Advice Centre•65 ‘homeless decisions’ were made
April 2018207 people presented at our Housing Advice Centre•44 were owed a prevention duty•78 were owed a relief duty•18 were ‘not threatened within 56 days’
Customer feedback exercise – March 201888% felt they were provided with helpful advice and information92% left feeling empowered to tackle their housing issue;80% said the Personal Housing & Wellbeing Plan would help to solve housing issue;84% said the PHP was easy to understand88% said their adviser used a supportive & friendly approach We also asked in the questionnaire - Please use one word to describe your experience at Housing Options today and here are some of the answers:“informative”“nice and understandable”“pleasant and made to feel relaxed when I got tense”“Excellent”“hopeful”“fabulous” (that was a SHIP one!)
Between December 2017 and March 2018 around 260 households have received a PHP Sample analysis indicates a rise in preventions of 41.3% compared with the same period last year.
NEWCASTLE LEWISHAM
Your turn.
Design principles for the plan.
Discuss reciprocity and make joint plans. Map people’s assets/resources and set out what
both service users and council can do.
Understand housing needs and support needs to support tenancy AND wider well-being &
poverty needs.
Refer people to other partner services and make sure that these are available & easy to
access.
Motivate people through behavioural economics, e.g. COM-B, EAST or planning
methodology.
Design with digital and data in mind to track service prevention activity and iteratively
improve the process.
Record how people are feeling as well as what they are doing.
Create consistent council messaging about expectations of social housing and language
around resilience.
Understand where people are in their journey, from point of crisis to building resilience.
Make easy, attractive and inclusive to use through visuals and non-bureaucratic
language.
Balance listening to people with extracting required information.
for more details contact: Cat Drew
cat.drew@uscreates.com
www.uscreates.com
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