Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership: Helping homeless people and those in vulnerable housing situations to effectively access and safely maintain tenancies

Independent evaluation report prepared by the Dartington Service Design Lab

November 2015 – December 2017 2 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Contents 3 Who is Contents Crisis?

Executive Summary 4

Setting the scene 6 Edinburgh Crisis is the national The method 10 charity for homeless Demographics 13 people. Crisis is dedicated to ending homelessness Impact on members 16 Newcastle by delivering life changing Reflections 20 services and campaigning for change. Conclusions and recommendations 26 Appendix 1. Partnership organisations (not exhaustive) 30 Crisis offers education, employment, Appendix 2. Hothouse for Innovation initiative 31 housing, arts and wellbeing services to address individual needs and help Merseyside South Yorkshire homeless people to transform their lives. Demonstrating tangible results and continual improvement is central Birmingham Coventry to the Crisis model.

They are determined campaigners, South Wales working to prevent people from Oxford becoming homeless and advocating London solutions informed by research and direct experience.

Brent London

Croydon 4 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Executive Summary 5

Reflections Recommendations Reflection 1. Crisis members who Recommendation 1. Increase the Executive had engaged with CSSY and SYFRA reach of the Renting Ready course via partnership activities reported development of online content. better awareness of their rights and entitlements as a tenant, and reported Recommendation 2. Further enhance increased confidence in being able to CSSY’s presence at organisations/ Summary maintain a tenancy (if secured). services such as food banks, GP surgeries, Job Centres etc. to increase Reflection 2. The content and delivery the reach of Renting Ready. of the Renting Ready course is well designed and tailored by tutors to Recommendation 3. Develop an meet a range of different learning evidence-based assessment tool that Crisis Skylight South Yorkshire (CSSY) successfully styles and needs. compliments professional judgement obtained funding from the South Yorkshire Fire when deciding if a member is ready to Reflection 3. Renting Ready tutors take on an independent tenancy. and Rescue Authority Stronger Safer Communities work hard to effectively manage Reserve. The funding (2015-2017) was to enhance challenging group dynamics within the Recommendation 4. Explore classroom. incentives and initiatives that existing partnership working between Crisis Skylight encourage and support landlords who South Yorkshire and South Yorkshire Fire and Rescue Reflection 4. Renting Ready and let to homeless people and those in Authority (SYFRA). The purpose of the grant was to accompanying 1:1 coaching creates receipt of housing benefits. a holistic package of support that help SYFRA better identify and support vulnerable provides a more direct pathway out Recommendation 5. Refine the groups at greater risk of fire; help homeless people and of homelessness. Renting Ready course, using rapid those in vulnerable housing situations to increase their innovation and testing cycles, to Reflection 5. The CSSY model is incorporate content that promotes knowledge of fire safety, and; help homeless people skilfully delivered to prevent members attitudes and motivation required to and those in vulnerable housing situations to more involved in partnership activities sustain a tenancy. effectively access and safely sustain tenancies. developing a dependency on Crisis. Reflection 6. The nimble outreach model, coupled with the extensive reach of the Crisis team across South The evaluation report provides a series • Development and ongoing Yorkshire, provides an accessible of reflections and recommendations refinement of a ‘Safe & Well’ fire service for vulnerable populations focusing on the delivery of partnership safety module – using the most benefiting from partnership activities activities by CSSY and SYFRA. up-to-date evidence and expertise who would otherwise struggle to travel Partnership activities include the from SYFRA - to be embedded within distances outside their local area to following: the Crisis Renting Ready course seek support. curriculum, and; • Delivery of the Renting Ready course • Referral of Crisis members entering Reflection 7. The partnership between intended to help Crisis members new tenancies to receive a fire safety CSSY and SYFRA was effective and develop the skills and knowledge to assessment and practical support mutually beneficial. effectively sustain a tenancy; from SYFRA (e.g. fitting of suitable • Delivery of 1:1 Crisis coaching fire alarms; review of safe cooking Reflection 8. An enduring legacy: to help members gain access to practices; assessment of electrical delivery of partnership activities will accommodation and sustain a safety). continue beyond the lifetime of the tenancy - primarily within the Private initial grant. Rented Sector (PRS); • Facilitate member access to a housing bond or material support (where appropriate) to help ease the transition into a new tenancy; 6 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Section title 7 Setting the scene

Established in 2013, Crisis Skylight and enhance existing partnership work South Yorkshire (CSSY) provides focused on prevention and community support to homeless people and protection. those in vulnerable housing situations across an extensive geographical SYFRA, through targeted fire area covering four local authorities: prevention work, recognised that some Sheffield, Barnsley, Rotherham and households and populations have an Doncaster.1 The CSSY team works with elevated risk of fire (such as those with some of the most vulnerable members drug and alcohol addictions). SYFRA of society who are facing multiple is keen to more effectively support challenges (e.g. struggles with drug hard-to-engage, high-risk groups and alcohol addiction; mental health which might be reluctant to work with difficulties, and/or; low income and statutory services. Private Rented Sector (PRS) – by may begin prior to Renting Ready, and debt). Crisis Skylight South Yorkshire referring them to receive a fire continue throughout the duration of operates an exclusively outreach- CSSY demonstrates a track record of safety assessment and practical the course. Once a tenancy has been based model. The CSSY team works effectively engaging and supporting support from SYFRA (e.g. fitting of secured, the Tenancy Support Worker3 in close partnership with a range of high-risk groups with multiple and suitable fire alarms; review of safe will provide ongoing support to help public and voluntary sector partners complex needs. CSSY successfully cooking practices; assessment of members sustain their tenancy. One in South Yorkshire (see Appendix 1 obtained funding from the Stronger electrical safety) goal of Crisis coaching is to build on for a list of partners). The CSSY team Safer Communities Reserve to develop the knowledge and skills members delivers a range of learning, art and and bolster the partnership with SYFRA About Crisis Skylight South gain via the Renting Ready course to wellbeing classes alongside partners to better support the most vulnerable Yorkshire and South Yorkshire Fire increase members’ confidence, self- and within partners’ buildings (e.g. groups in society. and Rescue Authority partnership reliance and independence so they hostels) and travels extensively to meet activities can effectively manage and maintain with and support Crisis members who As part of the Stronger Safer CSSY delivers a 12-week Renting their own tenancy. Financial or material are in receipt of 1:1 coaching support. Communities Reserve, the CSSY and Ready course intended to increase resource may also be provided by Crisis SYFRA partnership intended to work members’ skills to effectively manage a to help ease the transition into the PRS About the Stronger Safer together to: tenancy.2 Renting Ready is delivered in in the form of, for instance, a housing Communities Reserve 1. develop and refine a ‘Safe & Well’ a group setting by a trained Crisis tutor. bond or the purchase of an essential The Stronger Safer Communities fire safety module – using the most household item. Reserve was set up by South Yorkshire up-to-date evidence and expertise Upon completion of the course, Fire and Rescue Authority (SYFRA) from SYFRA - to be embedded CSSY provides members with 1:1 An underlying driver for the to fund prevention initiatives in the within the Crisis Reading Ready support and guidance to help them development of the Renting Ready area. SYFRA has a duty to prevent fire course curriculum (explained in access suitable and affordable course was the concern that some and is committed to helping keep more detail below) and; accommodation – mainly in the PRS landlords are less likely to rent to communities healthy, safe and resilient. 2. keep Crisis members safe entering – but may also include social housing those who are homeless, or in The fund was designed to add value to new tenancies – particularly in the where available and appropriate. The receipt of benefits. Indeed, previous 1:1 support provided by Crisis coaches research found that over half of 1 Please note: In the original application to the Stronger Safer Communities Reserve, Crisis Skylight South Yorkshire highlights that the majority of services delivered by Crisis are in those Lower Layer 2 Renting Ready is one type of learning support offered by Crisis. The overarching Crisis model Super Output Areas (LSOAs) with the highest risk score in the South Yorkshire Fire and Rescue Authority is described in more detail in the following section: Understanding the Crisis model. Community Fire Risk Model. 3 Please note: this is the same role as the Crisis Housing Coach 8 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Setting the scene 9

private landlords surveyed would not • increased homeless and vulnerably Table 1: Outcomes, indicators and targets measured by the evaluation be willing to let properties to those housed people’s tenancy skills (e.g. 4 claiming Housing Benefit. Crisis increasing awareness of housing Outcome Indicator members who successfully complete rights and entitlements; improving the course are provided with an money management etc.); 1 1.1a accreditation to demonstrate they • increased homeless and vulnerably Homeless people will 300 homeless people will attend Renting have the knowledge and awareness housed people’s confidence about increase their knowledge Ready (at least three sessions) and understanding about fire to effectively manage a tenancy finding and keeping a home; 1.1b safety in the home, thereby (alongside ongoing support from • increased homeless and vulnerably An additional breakdown of homeless people decreasing the risk an the Tenancy Support Worker once housed people’s knowledge and who attend Renting Ready and achieve incident/s of fire. a member is in a new tenancy). It is understanding about fire safety in accreditation in at least one module (of three). hoped this could provide landlords the home; This is not part of the original evaluation in the PRS with greater reassurance • increased the efficiency of SYFRA’s targets. and confidence, and in turn private targeted fire prevention work (with landlords may be more willing to the aim of decreasing housing 1.2 accept tenants in receipt of benefits fire risks). 200 homeless people will report an increased or who are homeless. knowledge of fire safety The outcomes, indicators and targets 1.3 Fire safety risk assessments are also measured for the evaluation are set out 200 homeless people will report an carried out by SYFRA once Crisis in table 1. improvement in their confidence about finding members move into a new tenancy. and keeping a home. This is intended to help reduce fire incidents with high risk groups. 2 2.1 About the independent evaluation Homeless people will have 150 homeless people will work with a Crisis Crisis remains committed to increased support to access Housing Coach the PRS, thereby improving monitoring and evaluating its 2.2 their confidence at finding performance and impact. Crisis has 140 homeless people will improve their and keeping a home. commissioned the Dartington Service housing situation Design Lab (or ‘the Lab’) to undertake an independent evaluation of the CSSY 2.3 and SYFRA partnership and activities. 40 homeless people will receive support with The Lab seeks to bring evidence and a bond science to bear on practice and works 2.4 alongside organisations to re-imagine 40 homeless people will work with a Tenancy the way services could be designed Support Officer and delivered. 3 3.1 This evaluation report, compiled by SYFRA has increased access 40 properties have been referred for fire safety the Lab, will be circulated with Crisis’ to high fire risk housing assessment. partners and more widely across the thereby allowing them to sector. The evaluation provides the increase their targeted fire following: reflection and assessment prevention work. of the Renting Ready course and accompanying 1:1 Crisis coaching; a reflection of the partnership between CSSY and SYFRA and; outlines a series of recommendations. In particular, the evaluation explores the degree to which partnership activities:

4 Home: No less will do. Homeless people’s access to the Private Renter Sector, July 2016. Kesia Reeve, Ian Cole, Elaine Batty, Mike Foden, Stephen Green and Ben Pattison. 10 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership The method 11

Figure 1. Crisis Model of Change

The method Securely housed

Positive Good health & Crisis Model relationships & The report blends both quantitative and; partnership arrangements wellbeing of Change social networks data and qualitative insights to provide: between CSSY and SYFRA. a picture of the Renting Ready Conversations were also arranged with course and accompanying support; the partner and funder – SYFRA. The the extent to which outcomes have Lab had telephone interviews with been achieved; reflections regarding two representatives from SYFRA. Reliable and the partnership arrangements secure income and; recommendations for further Ethical approval for interviews consideration. was obtained from the Centre The Crisis Skylight programme can Crisis Skylight often made a for Social Policy and adhered to end and prevents homelessness real, positive dierence to the Quantitative data Crisis safeguarding policies. These through progressing single homeless lives of many single homeless Quantitative data in this report conversations and interviews have people towards social integration. people, those at risk of come from the member data system informed much of the Lab’s thinking homelessness and people with histories of homelessness currently used across Crisis. The Crisis and are woven into the report. Insights team provided the Dartington Service from staff, members and partners are Design Lab with data guidance and highlighted throughout the text. Crisis Services: support. The Lab analysed the data. Arts / Health & Wellbeing / Education & Skills Data are for the whole evaluation Understanding the Crisis model Progression Coaching / Employment Coaching / Housing period which runs from November Crisis has a well-defined Model of Volunteering & Involvement 2015 to December 2017. Change across all 11 of its UK Skylight centres. See Figure 1 for a visual Interventions provided directly or through partners’ services and support where available Qualitative insights representation of the Crisis Model Qualitative insights have been gained of Change. It is centred around a over several months with staff and holistic view of homelessness and members. First, a series of site visits does not concentrate on any single and conversations with staff took problem. Crisis works with individuals place across the CSSY teams relating who are currently homeless, at risk to the collection, reporting and use of becoming homeless, or have been of data. Second, a series of interviews homeless in the last two years. were arranged with staff and members of the CSSY. Interviews with staff and members were recorded and transcribed in full. Interviews with staff included the South Yorkshire Skylight Director, Tenancy Support Worker and Renting Ready tutor. Four members were interviewed about their experiences of working with CSSY and completing the Renting Ready course. The interviews focused on exploring reflections and any emergent recommendations relevant to the Renting Ready course; accompanying 1:1 support provided by Crisis coaches 12 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Demographics: Who does Renting Ready support? 13 Demographics: Who does Renting Ready support?

The majority of Crisis members There were two parts to the enrolled at CSSY over the last two collaboration: (1) raising fire safety The overarching outcomes of the 2. The progression branch years were male (62%) and from awareness through the Renting Ready Crisis Model of Change include: The progression branch provides some Britain or Ireland (69%). A fifth (21%) course; and (2) helping members into helping members to find secure members with 1:1 coaching, which of members reported that they had fire safe housing. Note that some housing; obtain a reliable and secure can include guidance and support in no qualifications; a further 5% had no members could have been served for income (e.g. by obtaining education relation to housing, wellbeing and/or qualifications recognised in Britain. the whole two years of the project and vocational qualifications to employment. and some only for the last couple increase likelihood of employment Table 2 provides the demographic of months. and/or providing guidance about legal Individual coaching offers more breakdown of the 1,375 unique entitlements); improving health and intensive support. Coaches work to members served across the two-year emotional wellbeing, and; helping help members reach a point of stability project. All are included in the data members build positive relationships where they are in a better place to dashboard summary (Figure 2) in some and their wider social networks. concentrate on gaining qualifications, form, but not all participated in seeking employment or housing. Renting Ready. Broadly speaking, Crisis activities are organised around two themes of work: The two branches provide complimentary, holistic support. 1. The learning branch Members receive progression and The learning branch provides a wide learning activities depending on the variety of tutor-led group-based nature of their needs. Sometimes a activities that are open to all Crisis member may access Crisis via classes; members. This includes a range others may first begin working with of accredited, and non-accredited a coach. Often members will be courses from employability training involved in both types of learning and to more creative art classes. Renting progression activities. Ready courses are delivered by the learning branch at CSSY. 14 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Demographics: Who does Renting Ready support? 15

Table 2. Demographics

% N Gender Male 62% 851 Female 37% 515 Missing/refused 1% 9

Citizenship British or Irish 69% 955 EU/EEA 2% 33 On work permit 0% 6 Leave to remain 3% 47 Refugee 6% 83 Missing/refused 18% 251

Highest Qualification (on entry to Crisis) No qualifications 21% 292 No British equivalent 5% 71 Less than GCSE level 19% 257 GCSE level A*-C 25% 347 A-level or equivalent 10% 140 Vocational 5% 63 Professional qualification 1% 13 Degree level 4% 55 Missing/refused 10% 137

There are all different types of homeless. Crisis member 16 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Impact on members 17

Crisis activity and outcomes data Date covers members involved in fire safety activity (01/11/2015–31/12/2017)

Impact on 1. Renting Ready outcomes 2. Housing outcomes 1.1a Attended Renting Ready 2.1 Saw a Housing Coach

members 0 300350 0 150 350 564 members have attended atleast 200 members have spent time with three Renting Ready sessions. a Housing Coach.

1.1b Renting Ready accreditation 2.2 Improved housing situation This section presents data on member progress and outcomes collated from existing Crisis data systems for all 0 250 350 0 140 350 Crisis members who were supported 265 members have achieved accreditation 138 members have seen an improvement by the CSSY and SYFRA partnership in at least one Renting Ready module. in their housing situation. between 2015 and 2017. It contains This is not an evaluation target. findings on reach, changes in member confidence, Renting Ready modules 1.2 Attended Safe & Well session 2.3 Supported with a bond gained, changes in housing status, along with fire safety goals associated with member housing. 0 200 350 0 40 350 An example below illustrates how 203 members have attended the fire 57 members have received a tenancy to read the charts used on the safety session, Safe & Well. support bond from Crisis. summary page. 1.3 Improved confidence 2.4 Saw a Tenancy Support Oˆcer

Figure 2. Example ‘how to read’ chart. 0 200 350 0 40 350 234 members improved confidence 57 members have been supported by in finding & keeping a home. a Tenancy Support Oˆcer. The full length of the bar is the possible value range, leaving room to exceed targets.

The target for the 2-years of the 3. Partnership outcomes CSSY and SYFRA partnership 3.1 Referred for fire safety risk assessment 0 275 350 Final value. Red if below target. 0 100 350 89 members have been referred for a fire safety risk assessment or fire plan.

For data tables, see Table 3 18 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Impact on members 19

Data summary finding. Housing outcomes have been Data definitions 2. Housing outcomes Over the course of the partnership exceeded over the last two years; 200 1. Renting Ready outcomes - reach Definition: Housing achievement between CSSY and SYFRA, Renting members have spent an average of Definition: The numbers of members and sustainment is the key outcome Ready has been attended by many four hours face-to-face with a housing who attended the Renting Ready of Crisis services. As well as moving more members than anticipated coach, with 138 having seen some course (at least three sessions), into stable rented accommodation, (n=564). The Safe & Well fire safety improvement in their housing situation attended a Safe & Well session or improvements in living situation since module was also well attended (slightly under the project target). met with a Housing Coach between becoming a member are recorded. (n=203). About half of those members More members than anticipated were 01/11/2015 and 31/12/2017. In this report: Living situation attending Renting Ready achieved supported by the Tenancy Support In this report: Data focus on the improvements and gaining stable accreditation in at least one module. Officer (n=57) and were supported number of unique members taking rented accommodation are indicators Most of those members who achieved into housing via a tenancy support part in each activity. Any attendance of the potential group SYFRA could accreditation reported an increased bond (n=57). Finally, 89 members at a Safe & Well session or completed work with. Stable accommodation confidence in their ability to improve were referred to the Safe & Well team appointment with a Housing Coach is includes living in a PRS property. their current housing situation. The to have fire safety risk assessments captured. However, a member had to Data quality: Data around living qualitative interviews with members carried out for them. Table 3 shows attend three or more of the Renting situation improvements and moving attending Renting Ready support this the numbers in table format. Ready sessions to be included. into stable housing (e.g. PRS) are well Data quality: Members’ attendance recorded in the system. and sessions with coaches are well documented. Data on hours spent 3. Partnership outcomes Table 3. Detailed data summary face-to-face with coaches is recorded Definition: In this evaluation, referrals in various formats and is carefully to the Safe & Well team to conduct Actual Target recoded for consistency before analysis. fire safety risk assessments are also recorded. This keeps track of whether 1.1a Participated in Renting Ready 564 300 Renting Ready outcomes - CSSY provides SYFRA with the means improvements to access this high-risk group. 1.1b Accreditation gained (at least one module) 265 n/a Definition: The stated goals of In this report: The number of fire 1.2 Attended Safe & Well 203 200 importance to SYFRA include: safety risk assessments and fire plans • Gaining at least one Renting Ready developed is the number that CSSY 1.3 Improved confidence in finding & keeping home 234 200 module (accreditation) refers to SYFRA. • Improved confidence in finding Data quality: Data on fire safety risk 2.1 Saw a Housing Coach 200 150 and keeping a home assessments come directly from SYFRA 2.2 Improved housing situation 138 140 In this report: In order to obtain a and are matched to Crisis members. Renting Ready accreditation of at 2.3 Supported with a housing bond 57 40 least one module, the learner had 2.4 Worked with a Tenancy Support Officer 57 40 to complete one of the following: Ascentis L1 Understanding Tenancies, 3.1 Referred for a fire safety risk assessment 89 100 Ascentis L1 Tenant Financial management or Ascentis L1 Tenant Responsibilities. If the member completed the full course, this indicated that they had improved their confidence in finding and keeping a home. Data quality: Accreditations gained are well recorded and flagged within the system. They are hard to achieve but much easier to record. Improved confidence is measured via those members awarded the Renting Ready accreditation and those who improved their housing situation. 20 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Section title 21 Reflections

This section contains insights and Members interviewed reported that the reflections that have been made Renting Ready course helped them to: by researchers following interviews and conversations with staff, Crisis • develop a better understanding of members and partners. The reflections the rights and responsibilities of focus on the Renting Ready course; tenants and landlords; accompanying 1:1 Crisis coaching • gain practical knowledge in living and; the partnership between CSSY independently e.g. prioritising bills, and SYFRA. reading the meter and; • know which questions to ask energy Reflection 1. Crisis members who suppliers, letting agents, etc. had engaged with CSSY and SYFRA partnership activities reported “It just opened up what better awareness of their rights and actually I could expect from a entitlements as a tenant, and reported increased confidence in being able to private landlord. And I said, I’d maintain a tenancy (if secured). had council properties before but never gone private rented “[Renting Ready course]…really The course materials and teaching “…When I actually finished the and didn’t have a clue about informative to be honest with methods employed by Renting Ready tutors are tailored to the individual [Renting Ready] course, I found what it involved, I didn’t know you ‘cos, as I said, I thought I knew about rights and things members in their class. Members out that I’ve got more rights about all the extra charges that highlighted a number of features than I realised...” they asked for.” but then it was explained to that facilitated their engagement Crisis member Crisis member me in like bullet point snippets with the Renting Ready material: so I could understand and benefits from the small class sizes; remember it better…” information conveyed clearly both orally and visually with the help of “…they’ve built my confidence “The first step would be to, if Crisis member well really, [it’s] good to be it’s to do with like an eviction course booklets; tutor understanding of member needs. The small class honest with you … I had a lot I would first speak to the “…it’s a lot better than sizes meant that some members were of worry about … your rights landlord to see what can be college because they’re more more comfortable asking questions, [as a tenant] and … how to be done and then it depends. with tutors more able to provide understanding as well, and assertive and stuff…. whereas Y’know the complaints service personalised support during the class. the classes are smaller so it’s when I went on Renting Ready as well, if the landlord doesn’t a bit easier.” course they actually taught me take it up, and I’ll also go to “…when we’re doing my GCSEs Crisis member how to ask the right questions Crisis if there’s any problems.” now, there’s times in the class in the right way, which has Crisis member where I just can’t get my been really helpful …just a real “…the teacher he went out head round stuff, but there of his way to accommodate confidence builder…” Reflection 2. The content and delivery was never a time like that on Crisis member of the Renting Ready course is well everybody…” the Renting Ready course. It designed and tailored by tutors to Crisis member was explained pretty clearly, meet a range of different learning we had booklets we could go styles and needs. 22 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Reflections 23

through, there was stuff writ difficult….” a range of support: help identifying I’ve got any doubts whatsoever on the board. It all fell into Renting Ready tutor suitable properties (largely in the PRS); I can phone Crisis up and place nicely … the class wasn’t guidance on how to join the waitlist for there’ll be someone there to too big so that if you had a The delivery of Renting Ready requires properties and; support to implement talk to me. If I’m not sure about a high degree of skill to manage the practical knowledge acquired question you could ask it cos exceptionally challenging group during the Renting Ready course. something, they’ll explain it y’know everyone was kind of dynamics. One member spoke of the properly and talk me like on the same page because Renting Ready tutor’s compassion and “[Tenancy Support Worker] through it.” it was a smaller group ability to manage the complex needs sorted out a fridge-freezer for Crisis member in classroom environment. of people.” me, he sorted household goods Crisis member “The teacher he went out like carpets, curtains, stuff like Reflection 5. The CSSY model is of his way to accommodate that, and he’s just generally skilfully delivered to prevent members While the Renting Ready course is there. Like when I moved involved in partnership activities designed to be delivered over a 12- everybody. He did actually developing a dependency on Crisis. week period, members can complete yeah … Yeah because he was in I was having problems in nine weeks. Crisis also offers a really understanding and with my energy supplier, but “Yeah cos he basically stood condensed, more intensive Renting accommodating to whatever [Tenancy Support Worker] next to me while I did it (the Ready three-day version for those talked me through it. I’d done who need to complete the course state of mind they were in at Housing Coach), and if he more quickly. Again, this provides that time, whether they’d been it on Renting Ready but I sort thought I weren’t asking the another example of Crisis flexibility to drinking taking drugs and of needed [Tenancy Support right questions he’d quietly best meet the needs and individual that. It were really honestly, Worker] there for a bit of moral say, you should be doing it circumstances of Crisis members. I’ve never met - how can I put support, and now I’ve got that way, y’know.” smart meters put in and all, Importantly, some members attending it - well yeah accommodating Crisis member the Renting Ready course had a range person. He wasn’t judgemental so yeah brilliant.” of complex needs. While this remains anything like that. They could Crisis member Renting Ready and accompanying 1:1 a challenge for Crisis, members be like drunk and be giving a coaching support has been carefully highlighted that tutors were sensitive In short, the holistic package of designed and is skilfully delivered and responsive to these needs and bit of jip and whatever but he’d support provides Crisis members to prevent members developing a made efforts to ensure the classes always manage to calm them with: (1) a knowledgeable and dependency on Crisis. It is focused on were accessible as possible. down and get back to why we skilled navigator – in the form of helping Crisis members to build self- were there.” a Tenancy Support Worker – who reliance and the ability to sustain a Reflection 3. Renting Ready tutors can help members to better access tenancy. The Tenancy Support Worker work hard to effectively manage Crisis member and maintain a tenancy in the PRS; provides guidance to help members challenging group dynamics within (2) reasonable material support in navigate the system more effectively the classroom. Reflection 4. Renting Ready and the form of a bond or an essential for themselves. They are on hand to accompanying 1:1 coaching creates household item and; (3) emotional support and sensitively prompt when “I have had nine people turn a holistic package of support that support when a member is making required. They do not simply ‘do’ up for the first week. And out provides a more direct pathway out the challenging transition into a new things for Crisis members, but help of homelessness. property – or dealing with setbacks if members to help themselves. of that you’d say, seven of a property does not work out. them, did not wanna be there CSSY recognises that Renting Reflection 6. The nimble outreach and would be disruptive … Ready may not be enough for some The continued support from a Tenancy model, coupled with the extensive Sometimes it gets a bit loud members to obtain and maintain a Support Worker once the member is reach of the Crisis team across South new tenancy; for some members, a in a new property, provides members Yorkshire, provides an accessible because some people just more intensive package of support with the additional security and service for vulnerable populations don’t wanna be there and may be required. As such, members reassurance that the CSSY team is on benefiting from partnership activities, they vocalise it. And the other who complete the Renting Ready hand with advice and practical support who would otherwise struggle to travel people who are perhaps more course also benefit from the expertise for a period afterwards. distances outside their local area to and guidance provided by the Tenancy seek support. quiet and perhaps do want Support Worker.5 The Tenancy Support to engage with it more. It is Worker provides Crisis members with “… I’ve done the Renting Ready course, but I know now that if 5 Please note: Tenancy Support Worker is the same role as the Crisis Housing Coach. 24 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Reflections 25

“I operate across the four mental [health], they don’t agreed it would be more efficient if person, because it’s in their local authorities within the like leaving the house. It [an SYFRA would develop the content interests to do it.” region - Doncaster, Barnsley, outreach model] does have its and train the Renting Ready tutors to Skylight Director Rotherham, Sheffield - so advantages...” deliver the fire safety modules: [Crisis] tries to make sure that Housing Coach “So then it developed and The Tenancy Support Worker will be there’s access for people in all what [South Yorkshire Fire funded by Crisis on a permanent basis, those four areas. So at least The coverage of such an extensive thus ensuring that members continue and Rescue Authority] said to one of those venues in each geographical area and exclusive to receive support to make a home outreach model however, does bring us [Crisis] was, well, if rather and sustain their tenancy and access area will be somewhere that a number of challenges: reliance than we come in and train, the Safe & Well services of SYFRA to anyone can go to.” on access to external buildings and could we not do training with reduce fire risks in their home. Renting Ready tutor facilities; more staff travel time and; cost and resource implications of your Renting Ready tutors, and Furthermore, the partnership can Support and services may cluster missed appointments if staff have they can deliver it, because be used as an exemplar of how a around more densely populated travelled a considerable distance. that’s hitting another marker statutory service and the voluntary areas with greater levels of demand for us because it frees up sector can work together to better and better transport links. As a Reflection 7. The partnership between support the most vulnerable in society. consequence, this clustering of CSSY and SYFRA was effective and [South Yorkshire Fire and Key elements of the partnership services around larger towns and mutually beneficial. Rescue Authority] capacity.” include: statutory services sharing cities (e.g. Sheffield) runs the risk Skylight Director expert skills and knowledge with the of excluding those from more rural “[South Yorkshire Fire and voluntary sector to benefit members/ and less populated areas. Service Rescue Authority] wanted The partnership has also been clients; the voluntary sector creating ‘coldspots’ become especially strengthened by good informal more effective avenues for the problematic for vulnerable populations to reach vulnerable groups relationships between management statutory sector to reach and support who might face difficulties traveling that they just weren’t hitting staff at the two organisations. The vulnerable populations, and; statutory distances outside of their local area to because they knew these partners provide ongoing reciprocal and voluntary organisations working seek support (e.g. low income, poor groups were more prone support at various events (e.g. together to craft and update shareable physical or emotional health). CSSY is Crisis staff have spoken at events materials and tools for a wider social committed to covering an extensive to fire” to raise awareness of the work and; benefit. There is the opportunity for geographical area, and works on an Skylight Director representatives from SYFRA have others across the statutory sector to exclusively outreach based model to come and supported Crisis’ member learn from the partnership developed effectively reach isolated, vulnerable The partnership has brought celebrations etc.). by CSSY and SYFRA (e.g. health populations. CSSY works with a range considerable benefits to CSSY and services, police etc.). of partnership organisations across the SYFRA. Specifically, CSSY has a Reflection 8. An enduring legacy: four local authorities, which include demonstrated a track record of delivery of partnership activities will providing classes within hostels and effectively engaging the most continue beyond the lifetime of the 1:1 support within food banks to reach vulnerable in society. CSSY has been initial grant. those experiencing homelessness as able to help SYFRA better identify well as those in vulnerable housing vulnerable tenants and keep them The funding has helped create an situations. This also includes the CSSY safe in new tenancies (89 members enduring partnership between CSSY team meeting potential members in were referred for fire safety risk and SYFRA. There is a commitment the local library for an initial session, or assessments). SYFRA meanwhile has from both partners to continue to in cafés in their area and providing bus helped CSSY by enhancing the quality work together. For example, the passes to those members who need of the Renting Ready course ensuring partnership will continue to deliver and them to access courses or 1:1 support. that members are equipped with the update the fire safety aspects of the most up to date knowledge when it Renting Ready course as required: comes to fire safety. “I think that does work, “With one of our Renting Ready that we can actually go out These arrangements were developed tutors and another one coming and refined through partnership to them, particularly for on and I know that when I clients with mobility issues. meetings between CSSY and SYFRA. The original idea was for SYFRA to ring the fire service up even Y’know even clients that are come and deliver the Fire and Rescue though we’re not being funded perhaps struggling with their training. However, the partnership they’ll come out and train that 26 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Section title 27 Conclusions

Conclusions and recommendations

The formal elements of the partnership maximise the potential benefit to those –the delivery of fire safety content as in vulnerable housing across South part of Renting Ready and the referral Yorkshire. of newly-housed members to the fire service – have been implemented Recommendation 2. Further enhance successfully. The CSSY and SYFRA CSSY’s presence at organisations/ partnership provides an exemplar of services such as food banks, GP how fire safety training and support surgeries, Job Centres etc. to increase can be effectively implemented for the reach of Renting Ready. hard-to-engage, high risk groups. This evaluation report will be circulated CSSY works across a range of widely across the sector in South partnership organisations (e.g. see ready and are just struggling, also be an opportunity for CSSY staff Yorkshire. The intention is to share Appendix 1). There is further scope for so it might be that you can to provide training to staff within food the insights and learning that have the team to increase their presence at refer ‘em to work and learning banks, Job Centres and GP surgeries been gathered as part of the CSSY organisations/services to reach those [Crisis Coach], but some will to better identify and refer those at risk and SYFRA partnership. in vulnerable housing situations before of homelessness. This may also involve they become homeless. For example, be actually street homeless, providing opportunities for staff to The following recommendations further increasing CSSY’s presence at or risk of homeless so you shadow Crisis coaches in the day-to- focus on service delivery and highlight local food banks presents a particularly can do some interventions, day delivery of the service. opportunities for development. valuable opportunity as it may better prevention of homelessness reach those who are less visible to Recommendation 3. Develop an Recommendation 1. Increase the statutory services: work. So, we’ve had quite a few evidence-based assessment tool that reach of the Renting Ready course via where we’ve done homeless compliments professional judgement development of online content. “…I mean some of them aren’t prevention work. So, they’re when deciding if a member is ready to eligible for our services [who already in a home, but they’re take on an independent tenancy. CSSY has invested considerable time attend food banks] because at risk of losing it, they’re at and resource in the development of “…you can never fully know they might not be homeless risk of eviction.” the Renting Ready course materials. what’s in another person’s This has involved refinements in light or at risk of homelessness. Crisis staff member head, and while they might of member feedback, and design and But generally, if they’re implementation of new modules based CSSY might explore how they can be perfectly stable and coming to a food bank they’re on guidance from sector experts (e.g. further increase their visibility and perfectly happy in supported perhaps gonna be at risk of SYFRA). The content and materials subsequent reach at food banks, as accommodation, when you are an invaluable asset. CSSY might homelessness, they might have well as drop-ins at Job Centres and pull that person out and put consider exploring opportunities some rent arrears, that kind GP surgeries. Experience from Crisis offered by advancements in digital members highlights the importance of them on their own, in their of thing. But some of them technologies and develop online regular (i.e. weekly) attendance by the own thing, regardless of how that come in, are kind of work content to further increase reach and same member(s) of staff. There may many times you visit them, 28 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Conclusions 29

or how many other agencies or who are currently homeless. While reading the meter and prioritising bills, they’ve got with ‘em, they are this evaluation highlights the positive a member’s readiness to rent also on their own in that flat. And steps made by the CSSY and SYFRA depends on their personal attitudes it could be history that comes partnership, recent Crisis research and motivation. In order that the suggests that the present state of course better prepares members for back to ‘em that they’ve had… the housing market, compounded managing an independent property, anything could trigger it” by government policies and landlord the content of Renting Ready might Crisis staff member perceptions, will make it even more be adapted to include material that difficult for homeless people, or promotes the attitudes required to those in more vulnerable financial sustain a tenancy. This could include Accurately predicting whether a circumstances, to access the PRS.6 activities that are focused on building member will successfully sustain motivation and willingness for an independent tenancy can be a As such, CSSY must seek to work attendees to consider a wider range challenge. There may be scope to with the various local councils and of alternative housing options and develop a complimentary practice voluntary sector organisations across arrangements. For example, under 35 tool to help inform assessments South Yorkshire to foster a culture year olds are only entitled to Housing about members’ readiness to sustain where landlords feel more able and Benefit/Universal Credit at the share a tenancy. A simple-to-use and well- willing to accept vulnerable tenants. accommodation rate.7 As such, self- designed tool could assist Crisis staff This could include initiatives that contained accommodation may be the to identify areas of need and likeliness shine a spotlight on the practices of initial expectation, but not financially of tenancy sustainment. This would private landlords; potential innovations achievable. require a review of any existing reliable could be similar in nature to socially- and validated tools in this area to see guided employers expressing their whether they might be adapted for use commitment to Living Wage Schemes. by Crisis (e.g. self-report; practitioner- A counterpart accreditation scheme report; multi-agency report etc.). The for landlords could encourage them to findings of this simple tool could be make safe and quality housing more combined with other key variables accessible to the most vulnerable (based on existing literature) that help members of society. Another idea inform the renting readiness, and could be to include and promote subsequent additional support. ‘tenancy training’ - such as Renting Ready - as a quality measure for Recommendation 4. Explore charities and other services seeking incentives and initiatives that to help people into private rented encourage and support landlords who accommodation. let to homeless people and those in receipt of housing benefits. Recommendation 5. Refine the Renting Ready course, using rapid As highlighted, some landlords are innovation and testing cycles, to reluctant to rent to those in receipt incorporate content that promotes of benefits, or who are currently attitudes and motivation required to homeless. It is hoped that a member’s sustain a tenancy. accredited completion of a Renting Ready course, coupled with the The cyclical nature of CSSY terms support provided by Crisis, will provide provides a promising framework landlords in the PRS with greater for trialling innovations in course confidence that the member is able to content and delivery style. In addition manage a tenancy. In turn, it is hoped to an understanding of the rights landlords will be more willing to accept and responsibilities of landlords and those who are in receipt of benefits, tenants, and practical knowledge like

7 See Shelter England Housing Advice: https://england.shelter.org.uk/housing_advice/housing_benefit/ 6 Home: No less will do: Homeless people’s access to the Private Rented Sector, July 2016. p.46 shared_accommodation_rate_for_under_35s 30 Crisis Skylight South Yorkshire and South Yorkshire Fire and Rescue Authority partnership Appendices 31

Appendix 1. Partnership Appendix 2. Hothouse for organisations (not exhaustive) Innovation initiative: further opportunities for partnership

Crisis Skylight South Yorkshire worked directly with the following: working

• South Yorkshire Fire and Rescue Authority (SYFRA) • Example of referral partners • Sheffield – Roundabout, Sheffield Foyer, St Anne’s Hostel, De Paul, Nomad, Crisis Skylight South Yorkshire is also about to embark on a service redesign YWCA, Shelter, Cathedral Archer Project, Ashiana initiative: Hothouse for Innovation: Rapid Cycle Innovation and Testing. CSSY • Barnsley – Holden House, The Forge, Barnsley Churches Drop-in was selected as one of three Crisis Skylights across the UK to participate in the • Rotherham – Target Housing, Action Housing, Lighthouse Homes, Lifeline, initiative. The initiative will see CSSY work with the Dartington Service Design MyPlace, Rookwood Probation Lab to apply state-of-the-art design thinking approaches to frame challenges • Doncaster –Open House Plus, Doncaster Foyer, Changing Lives experienced by Crisis staff, members and partners to co-design and test • Example of delivery partners innovations focused on improving outcomes for homeless people and those in • Bank Street Arts vulnerable housing situations. This initiative provides the opportunity to build • St Marys Church upon and refine partnership with agencies such as SYFRA and others across the • Musical Works public and private sector. • Theatre Deli • The Umix Centre • St Georges Hall • Salvation Army Community Centre • Shiloh Drop in Centre Crisis Head Office 66 Commercial Street London E1 6LT Tel: 0300 636 1967 Fax: 0300 636 2012 [email protected] www.crisis.org.uk Copyright Crisis 2017

Crisis UK (trading as Crisis). Registered Charity Numbers: E&W1082947, SC040094. Company Number: 4024938