IMPACT REPORT 2019/2020 “RESILIENT, COMPASSIONATE COMMUNITIES WHERE INDIVIDUALS THRIVE IN SAFE AND SECURE HOMES”

IN MEMORY OF KEVIN BURT 1944 - 2020 3 “DEVELOPING SUSTAINABLE OUR VALUES CONTENTS HOUSING SOLUTIONS A WELCOME FROM THE FOR INDIVIDUALS CHIEF OFFICER RESPECT AND COMMUNITIES We have a commitment THROUGH PARTNERSHIP, A very warm welcome to this year’s Annual Review – as to fairness and equality. EMPOWERMENT AND usual we’ll be looking back and looking forward. It’s quite a We acknowledge an GOOD PRACTICE.” big year for everyone at The Bridge, as 2020 marks our 25th individual’s needs, beliefs Anniversary. and their right to make The organisation was originally formed to provide a two week their own choices. Christmas Shelter for homeless people. We transformed two QUALITY churches, providing up to 50 places for rough sleepers. Our We have a commitment mission was to provide some winter comfort, some kindness, to delivering excellence; and a non-judgemental space where people could access a providing a high standard doctor, a dentist, and a chiropodist. of services with a person- READ CHARMAINE’S They could have hot showers, haircuts, new clothes, nourishing centred approach. food and Christmas gifts. It was a huge success, and I know STORY ON OUR PARTNERSHIP WEBSITE that many lives were saved as a result. The final piece of the jigsaw was providing housing and homelessness advice, seeking We work with others accommodation for our guests when the shelter closed. to create trusting and positive relationships We have been fortunate to grow our organisation to meet a which enhance the more wide ranging set of needs – and you can find out more delivery of services about that as you read on. for the benefit of the On a sad note, one of our original founders, Kevin Burt, passed community. away earlier this year. Kevin interviewed me for my post, and remained an active volunteer up until very recently. I dedicate EMPOWERMENT this year’s report to him, and pay tribute for all he did. He is We encourage clients and staff to develop 03. A Welcome from the Chief Officer 26. Youth Homelessness Services featured on our front cover. their existing skills and 04. A Message from the Chair of the Board 27. Anna and Seb’s Story This year, we wished Geoff Parker, Chief Executive at knowledge. We help to 05. Paul’s Story 28. Shannon’s Story Charnwood Borough Council, a long and happy retirement; build self-confidence and 06. How Your Donations Help 30. Support Services welcoming Rob Mitchell as the new Chief. Rob brings great increase opportunities 07. Sue’s Story 32. Scott’s Story energy to the role and I look forward to working with him. to make positive 08. The Bridge Turns 25: Our Journey 33. Dawn’s Story We value our special relationship with the council, and it is contributions. 12. Numbers to Note 34. Homeless Offenders Service testament to the fact that highly successful partnerships are 13. Highlights of the Year 35. Steve’s Story a long term investment. POSITIVITY 14. Achieving Our Strategy 36. Building Better Opportunities We also had a change of MP, with Jane Hunt elected as Nicky We have an optimistic 16. Looking Forward 37. Lydia’s Story Morgan’s successor. Nicky was a hardworking, dedicated MP, attitude and approach 18. Our New 4 Year Plan 38. Adam’s Story always accessible and supportive, and I would like to say thanks which is focused upon 20. Food Poverty 39. Rachel’s Story for her public service. I know Jane, our new MP, very well identifying innovative 21. Customer Services 40. Our Staff through her previous role in Nicky’s office, and from her time as solutions for all. 22. Darren’s Story 42. Partners and Supporters a borough councillor. We’ll work together to resolve issues for 24. Housing Advice our constituents. 25. Neil’s Story Finally, thanks and appreciation goes to my staff: they achieve so much, always with kindness, purpose and compassion. I also pay tribute to my supportive Board, who we continue to invest in, and I’m excited to announce that we have five new Trustees, bringing a wealth of knowledge and skills.

I wish you well. Peter Davey (Chief Officer) 5 A MESSAGE FROM THE CHAIR OF THE BOARD PAUL AND FAMILY’S STORY… talk2sort

As I look out onto the garden with the sun more dedicated to our cause would be hard “My son started to struggle with school “As a dad and husband, figuring out how shining, it is easy to be lulled into a false sense to find. We thank her for her hard work, her life, approaching his GCSE’s. I could see his best to support my wife and working out of security. The world has changed so much friendship and her support and wish her all enthusiasm and demeanour had changed. together what our kids want from us, what in the last few months that the daily normality the very best for the future. We couldn’t identify what the problem was. their priorities are, is difficult, especially of The Bridge has had to adapt to the ever- juggling jobs and day-to-day life stuff. That During the year, another of our Trustees changing circumstances. “talk²sort Mediation was non-judgmental can get overwhelming in itself sometimes. (Pauline Morrison) sadly left the Board. We and we felt confident that we would be Despite Covid-19 challenges, we have thank her for all the hard work and support supported in the right way. We saw our “I’ve learned a lot about the importance protected jobs and the services we deliver. that she gave to us all during her tenure. Prior mediator once or twice a month for about a of having family space: meal times, a The Senior Management Team have done a to March 2020, the Board were fortunate year. He was our lifeline. morning or weekend together. No agenda, tremendous job in ensuring this. to appoint Rosemary Thomas, and since the just spending time with each other. It’s year end another four Members: Amanda This is our 25th Anniversary year! Who “As parents, we recognised that there are powerful.“ Soraghan, Helen Tighe, Steve Ablett, and would have thought how much things would things that you often don’t want to tell your Joanne Emmet. I thank them all for joining us change; forced to temporarily close our front family. Also, giving him a place to go to if he and hope that they will enjoy being part of facing doors, delivering services at this most needed it, was really good. such a fabulous organisation. crucial time in a completely new and socially- distanced way, while dealing with additional, I also want to pay tribute to our dedicated “For me personally, it helped distil what I was new and very vulnerable clients. and hard-working existing Board of Trustees, seeing and feeling, offering exercises to help who do so much to support the organisation: me work out how best to support my son. It Our services have never been more important. Richard White, Jon Olds, Karen Jewell, Sue helped me identify where priorities might be; We have seen such generosity of spirit from Lees and Ashiedu Joel. They continue to until you experience a new situation, it’s hard the public, businesses, local organisations, ensure that we undertake our governance to recognise what is important and what councils, churches, politicians, and more. role properly, supporting the organisation and needs to be done. Thank you all so much for your continued giving unstintingly their time and expertise. support. No organisation can exist without the hard I would like to record my sincere thanks to work of its Executive Officers and the staff Rachel White, who retired from the Board in and I want to thank them all for the fabulous November. Over the years, Rachel has been work that they have undertaken during the a stalwart of the Board and the organisation; “I’VE LEARNED A last 12 months. always happy to lend a hand, supporting staff LOT ABOUT THE and the Board in everything we do. Someone Jay Webb (Chair of the Board of Trustees) IMPORTANCE OF HAVING FAMILY SPACE”

Amanda Soraghan Jay Webb Jo Emmett Sue Lees Steve Ablett Richard White Rosie Thomas Ashiedu Joel Jon Olds Karen Jewell Helen Tighe 7 HOW YOUR DONATIONS HELP… SUE’S STORY… Housing Matters

You can create brighter Moreover, we have seen consistent increases After being offered a job in the area, Sue left “They helped me no end with things like my futures for those facing in the amount of support we receive online, her hometown and relocated… But the job debts and a Starter Pack including household housing crisis. on social media and in the community. I didn’t materialise. The money she had barely items. They gave me two packs of food and I have had the pleasure of attending events, covered her initial moving costs and she just cried. Sometimes it’s the little things. £10 can provide 3 telephone assessment from fayres, to school assemblies to raise was left with nothing; she was supported by calls for local people in need. awareness of our work. Housing Matters. “Applying for Universal Credit is a long process and I didn’t have any money from This year, our services have continued to We hugely appreciate every click, every “When the job didn’t materialise, nobody August until October. It was awful. thrive with the generosity of local businesses, share of our posts and every word-of-mouth had told me that I had to pay rent at that community members, organisations, and conversation: each time you support us, particular time and I ended up with a lot “My Housing Matters Support Worker trust funders. By branching out into different more local people find out about the services of arrears. I was referred to The Bridge and helped me through this, balancing bills and fundraising methods we are constantly we offer. blown away by the efforts our community everyone was so helpful. referring me to other agencies that could goes to in order to help our clients. Throughout 2020, we are celebrating our help. It wasn’t just rent arrears; it was water, 25th Anniversary, for which we have set a TV license, phone bills. I was so confused. Whether this is taking part in the £25,000 community donation fundraising Loughborough Santa Fun Run, organising target. We hope you will continue to support “If it wasn’t for everybody’s help, I don’t food donations at the local church, or us in reaching our milestone target to mark know where we would be. I still have my hosting a ‘Silly Jumper’ day in the office the occasion. Support Worker to make sure I can maintain – we want to say thank you for enabling the tenancy, but I can think positively about Big or small, every donation counts. the work that we do. the future now.” Thanks to you, our 2019/20 With your help, we can keep local people off community donation total was the streets. > Read Sue’s full story on our website. a whopping £17,249.82. Jessica Metson (Communications and Fundraising Manager)

“IF IT WASN’T FOR EVERYBODY’S HELP, I DON’T “£17,249 WAS KNOW WHERE GENEROUSLY DONATED BY WE WOULD BE.” INDIVIDUALS, BUSINESSES AND COMMUNITY GROUPS. THANK YOU!” THE BRIDGE TURNS 25… 9

talk²sort mediation service established. In 2020, it Organisation first 2003 remains the only youth homelessness mediation established as a Christmas OUR JOURNEY 1993 service in the East Midlands. Shelter for the homeless The Bridge has been on a long journey over the festive period. from its small beginnings in 1993, and its 2006 We moved from our old premises, at The Annex on Southfields Road, registration as a charity in 1995, to the in October after renovating a derelict building on Leicester Road. 25th Anniversary we are celebrating throughout 2020. The Bridge Housing 1995 Advice Centre first 2007 The last Christmas Shelter takes place. In this time, The Bridge has dealt with opened due to the need tens of thousands of enquiries, helping for support all year round. individuals and families remain in safe and secure homes. We are committed to making 2008 Single Access Point established due to record a difference because we have a vision of a numbers of youth homelessness locally. thriving, compassionate community, and we do really care.

We recognise that our work would not be 2009 The Bridge is awarded ‘Children possible without the support of local people, & Young People Now’ Awards. organisations and funders, like you.

To those in the community who gather Peter Davey appointed as up food donations, the businesses who 2000 2010 Housing Support service expanded Chief Executive. fundraise for us regularly, the Local to include Rutland. Authorities and Trusts who work with us, and everyone in between…

Thank you. You are helping 2012 Housing Support expanded to us change lives, daily. deliver a county wide service.

2014 Our Choice and Control Housing Support service 2002 service was established. established.

• Homeless Transitions service established. 2015 • Single Access Point shortlisted for the ‘Charity Awards’. 11

2016 • Moneywise Plus & the YES Project established 2019 • The Charnwood Food Poverty Group becomes operational. in partnership with ‘Reaching People’ and • The Operational Management Team wins a Charnwood ‘Voluntary Action LeicesterShire’. Community Heroes Award. • Choice and Control service ended. • Children in Need fund the expansion of talk2sort to include Leicester City and Rutland. • The Rough Sleeper Project ends, and the Homeless Transitions for Offenders Service begins. • Invited to showcase Youth Homelessness Services at 2x National Conferences. 2017 • Rough Sleeper Programme and Rutland Community Prevention & Wellness services established. • We beat NASA to first place at the International Knowledge Management and Intellectual Capital Awards for developing ‘Charnwood Connect’ 2020 • The Bridge celebrates its 25th Anniversary! • The Bridge joins Charnwood Community Action to help provide food provision throughout the Covid-19 pandemic. • The Rapid Rehousing Pathway for Leicestershire is extended. • TheBridge2Excellence is launched. 2018 • Our Young People’s Services awarded the Early Intervention Award at the Children and Young People Now Awards. • Awarded 2nd place at the Homeless Link Awards in the category of ‘Excellence in Supporting People 2 management • training • consultancy 13 NUMBERS TO NOTE Reduced alcohol or 66% supported drug consumption for in accessing or 81% with 87% of maintaining people making more employment4 ...working with 6 This year 2,190 households positive life choices we have received 4,447 referrals 77% reported being less for services... lonely or isolated

80% improved OF OUR CLIENTS IN 2019-20… relationships and 89% reduced 81% improved involvement in communication skills7 crime or anti-social 99% happy with behaviour service received Homelessness prevented for 96% HIGHLIGHTS OF THE YEAR

This year, The Bridge generated over £40,000 in funding for the expansion Financial of the Charnwood Food Poverty Group, including a grant of £22,000 circumstances from the Intelligent Energy Trust, based in Loughborough, £7,000 from improved2 for Mountsorrel United Charities and £10,000 from Leicestershire County 89% Council’s Shire Community Grant. Improved housing We were successful in applying to the Leicestershire Police and Crime conditions Commissioner, and awarded £24,000 towards a Mediator to work with 1 for 93% young people who have had incidences of going missing from home. 75% supported with accessing In response to the UK wide COVID-19 lockdown, The Bridge, education or working in partnership with Charnwood Borough Council and John 3 86% training reported Storer Charnwood, set up Charnwood Community Action to distribute improved food parcels locally, supporting around 600 households per week. mental health A new Rapid Rehousing Pathway to support those who are rough sleeping, to move quickly into accommodation and receive intensive support, was developed by The Bridge in partnership with the 1 Better living conditions can include moving home 7 District and Borough Councils in Leicestershire. or having repairs undertaken, etc. 2 Including debt reduction, increased income, or charity Improved applications for essential household items. physical The Bridge, in partnership with Nottingham Community 3 Assistance with applications and research, attendance to open days, etc. 4 CV writing, assistance with job applications, interviewing skills, etc. health for Housing Association and Falcon Support Services, tendered 5 This could be attending community groups or events. 82% for the Homeless Prevention Contract in Leicestershire and 6 Including taking better care of oneself were successful. The new contract began on 1st July 2020. 7 Increased communicative skills, positive relationships with friends and family. NB. Statistics relate to client defined outcomes upon closure of case 15 THE 5 YEAR STRATEGY IN ACTION YEAR 4: 2019-20

As strategic lead, The Bridge has expanded the work of the Charnwood Food Poverty Group, consisting of 30 member 1. We will develop our organisations including the development of a new website, which outlines the work being undertaken locally to tackle food poverty. prevention and wellbeing offer

The Bridge was invited to share its best practice in relation to Youth Homelessness at two national conferences; 2. We will build resilience within ‘Children and Young People Now: Early Help’ and ‘Population Health: Prevention is Better Than Cure’. communities and individuals

The Business Improvement Team have undertaken discrete projects to improve a number 3. We will maintain and of areas of the organisation including the exploration of new recruitment practices. enhance our reputation

4. We will strengthen and The talk²sort Mediation Service passed its second Quality Audit, undertaken by the Public Health improve our systems and processes Directorate at Leicestershire County Council; passing all areas, with some highlighted as best practice.

6. We will develop a creative The Bridge’s Communication and effective approach to and Fundraising Manager has 5. We will ensure the communications, marketing and PR reinvigorated the organisation’s The Bridge is appraising our premises options to organisation has a fit for website and social media determine the type of offices the organisation purpose working environment channels, increasing the number needs over the next 5 – 10 years. of donations from business and the public.

The Board of Trustees have kick-started a piece of work looking at the overall Governance of the organisation and 7. We will review, have created a Governance reflect and improve Improvement Team. upon everything we do 8. We will develop an effective and sustainable funding model The organisation has developed ‘TheBridge²Excellence’, bespoke training and consultancy. It delivered its first commissioned training course to public sector employees. 17 LOOKING FORWARD 106,550 secured As we are writing our annual report, the world is in the midst National accommodation grateful for, much needed and valued of a global pandemic, the likes of which has not been seen in statistics for 6+ months1 support from funders and our community a century. COVID-19 has rocked the world on a huge scale show there throughout this crisis. However, our job is internationally, the impact of which will be felt for years to come. were not done. However, the voluntary sector has done what it does best; Over the next few months, we need to stepping up with agility and creativity to ensure that support is find the funding to increase our specialist provided to the most vulnerable people in society. In Charnwood, HomelessLink suggests 4,266 housing advice provision; the team is already we have developed Charnwood Community Action (CCA), along 210,520 people were deemed to be sleeping overstretched, and as we reopen our doors with our partners, John Storer Charnwood, Charnwood Borough cases of rough on a single ‘typical’ night in to the public, we anticipate demand to Council and Fearon Community Association. homelessness England, in autumn 2019. increase even more. CCA has ensured that emergency food supplies, and basic prevention Through the Government’s ‘Everyone Being able to respond so quickly to necessities, are delivered to those individuals and families who and relief1 In’ programme (to ensure all homeless unexpected challenges like COVID-19, have had to shield or have been in financial hardship due to people can effectively self-isolate due to highlights the strengths of the voluntary COVID-19. At the time of writing, CCA has just made its COVID-19), 5,400 people were provided sector; we are innovative, adaptive, and 10,000th emergency delivery since March 2020. with temporary accommodation in hotels amongst all this, resilient. This can be and bed & breakfasts during lockdown; this attributed to our forward-thinking vision, as It is now August, and whilst we are coming out of lockdown and figure is nearly 1,000 higher than the official a sector and individual organisations, and our the country is opening up again, I am not sure we are all prepared rough sleeping figure for 2019/2020. ability to plan for the longer term. for what might come in terms of job losses, homelessness and 53,510 cases the longer term impact of the pandemic on people’s mental and Moving forward, one of the biggest As we approach our 25th Anniversary in physical health. were of family challenges facing local authorities and the October, The Bridge has developed its new and friends voluntary sector is finding more permanent, four-year strategy which can be found on the Some of the short-term challenges for the country, and the and sustainable, longer-term accommodation next two pages. This has been the perfect voluntary sector, include the end of the ‘Eviction Ban’ on 20th no longer solutions for those who have been opportunity for the organisation to review September 2020, and the end of the Government’s Furlough Job wishing to accommodated over the past couple of what we do, and what we want to achieve Retention Scheme on 31st October 2020. Latest figures released, 1 accommodate months. Is there a workable, resourced over the next few years. anticipate that unemployment will rise from 3.9% to 7.5% by solution, or do 5,400 people return to the the end of the year; and whilst not quite as acute as the financial streets? We are working with our colleagues Our new strategy provides us with a robust crash in 2008/9, the impact on already struggling individuals and at Crisis and Shelter to continue to campaign framework to build upon what we already families will be just as severe. and lobby the Government. do, to develop new and innovative solutions to the challenges which face us and the In respect of homelessness, COVID-19 has further highlighted At The Bridge, we have seen an community, and to help provide families and the number of ‘hidden homeless’ people who exist in the country; unprecedented increase in the number of individuals with the support they need. We those who do not normally get counted in official figures (statutory enquiries received for support, advice and will continue to work hard for a fairer and homelessness and rough sleeper counts). These ‘hidden homeless’ emergency crisis interventions. In June 2020 more just society. include those staying with friends or family or living on the streets alone, we saw a year on year increase of who continually ’fall through the net’. 93% in enquiries into our Customer Services With best wishes. Team. Paul Snape Deputy Chief Officer But we do not see this as the end; as an (Head of Business Development) organisation we are anticipating demand for our services to peak in the latter part of 2020 and in response, we are making plans to increase our capacity where we can. We have already received, and are extremely

1 Compiled between April 2019 and December 2019 by the Ministry of Housing, Communities and Local Government. 19 OUR STRATEGY STRATEGIC OBJECTIVES 2020-2024 2020-2024 3. We will continually drive forward a sustainable Our Vision Our Ethos organisation built upon our reputation and integrity Resilient, compassionate communities where 1. We will maximise our impact by taking individuals thrive in safe and secure homes. the most appropriate action 1. We will expand upon our early a. We will create successful and innovative income generation Our Mission 2. We will take a person-centred approach intervention and prevention offer solutions To develop sustainable housing solutions for to all that we do a. We will build resilience in communities to b. We will enhance our approach individuals and communities through 3. We will provide independent and combat loneliness, isolation, and stigma to marketing & PR to raise the partnership, empowerment and good accessible support for all b. We will demonstrate the impact that organisations profile practice. sustainable housing has on health and wellbeing c. We will strive for the organisation to have continued nationwide c. We will identify gaps in our service recognition OUR CORE VALUES delivery and develop innovative solutions d. We will identify, and explore, Respect Partnership d. We will maintain and build upon the effective finance and asset organisation’s strategic relevance We have a commitment to fairness and We recognise the strengths of working management opportunities equality. We acknowledge each individual’s together, with others, to develop trusting and Strategy Area: Stakeholder Perspective worth, needs, views, beliefs and their right to positive relationships for the benefit of all, Strategy Area: Financial Perspective make their own choices. through open and honest communication. 2. We will ensure that everyone 4. We will be advocates of best continues to be valued, nurtured, practice, taking a reflective Quality Empowerment and respected We encourage the development of approach to continual We have a commitment to delivering a. We will invest in our staff and cultivate improvement excellence through promoting a culture of individuals’ skills and knowledge. We a high performing workforce help to build self-confidence and increase a. We will continue to invest in learning and continual improvement. b. We will strengthen our governance and opportunities to make positive contributions. the ongoing improvement of cultivate a high performing Board the business c. We will adopt a strengths-based Positivity b. We will better evidence our social approach for the benefit of our clients We take an optimistic and proactive value and impact, developing a d. We will be a competitive and well- approach to identifying, and exploring, the robust reporting framework regarded organisation to work for most beneficial options and solutions for all. c. We will maintain high levels of Strategy Area: Internal Perspective compliance across the organisation d. We will establish a bespoke and supportive consultancy solution through TheBridge²Excellence Strategy Area: Learning Perspective 21 FOOD POVERTY THIS YEAR, THE CUSTOMER SERVICES TEAM CFPG DEBUTED The Charnwood Food Poverty Group (CFPG) Customer Services (CST) are the first point of • Distributing Starter Packs has gained membership, momentum and THEIR NEW WEBSITE contact for people presenting in crisis and for (household essentials) recognition during 2019-20. The group FEATURING RECIPES, all other general enquiries. now has a membership of in excess of 30 • Administering ‘Care of Address’ agencies who all believe in, and actively work SERVICE UPDATES arrangements for clients without a home towards, the aim of eradicating food poverty IN THE LAST YEAR, AND NEWS. • Phone use, particularly for those rough in Charnwood. THE CST TEAM At the end of this financial year, and at sleeping The CFPG have enhanced the food support the start of the Covid-19 pandemic, the HAS RECEIVED • Assessing eligibility for Charnwood Welfare on offer for the borough. Food provision has Charnwood Food Poverty Group provided Provision, which is funded by Leicestershire been wide-ranging and includes schemes to 2,568 REFERRALS an existing infrastructure to be able to act County Council, to assist people in crisis address school holiday hunger, to provide quickly. As the lead organisation for the FOR INDIVIDUALS who are without food/heating/lighting food parcels and to provide hot meals for CFPG, The Bridge worked with partners to people experiencing social isolation and collectively provide emergency food for local AGED BETWEEN For many clients, the reception staff at hardship. residents. Throughout lockdown, around 15 AND 89 YEARS The Bridge are their first point of contact. We pride ourselves on welcoming every The success of the project has been due 600 households were supported weekly, OF AGE. individual into our organisation, treating to working together in a coordinated way and in August the initiative delivered them with respect, and creating a non- to achieve more for the local community. their 10,000th food parcel. Each one of these referrals is triaged to assess which of The Bridge’s specialist services judgmental atmosphere where people The generosity of local church groups, Finally, I would like to place on record, are most appropriate, so that each client are empowered to make changes. for example, has been a huge support our thanks to Joe McSharry (Open Heaven can access the support and assistance they in collectively moving the group’s vision Church), for being the independent Chair Hannah Brookhouse require to resolve their issue. Furthermore, forward. An emphasis is placed upon of CFPG. His support and input is valued (Senior Customer Services Officer) the team can assist people to access a range appropriate signposting opportunities to by us all. empower anyone experiencing food of help, such as: Clare Fillingham poverty to address root causes and • Offering Food and Toiletry Provision (Customer Services and Quality Manager) to work towards self-sufficiency. Parcels and Vouchers • Signposting to services that can help people access debt advice/food parcels/ meals/washing facilities • Referrals to SOFA for discounted Did you know? household goods Sadly, food poverty has been steadily increasing for a long time: from 2014-2019, the number of parcels being distributed rose by 73%.1

1 BBC News, ‘Food bank supplies help record numbers’, 2019. 23 WITHOUT JUDGEMENT: Customer Services DARREN’S STORY…

Darren was homeless for a number of years “One of the main things was the food they on release from prison and was regularly would provide. Sometimes that’s all you had supported by Customer Services. This year, for the day. They’d always give whatever he took the steps needed to address his they had, and it would set you up for the addiction problems and is now housed and day. I’d feel more energised and replenished planning his future. to be able to go to appointments or try and sort things out. “I was sleeping in parks, bushes, on “I HAD TRIED MANY sofas… I would present to the council, who “They always had a next option. Individuals TIMES BEFORE AND recommended The Bridge, and that’s where like myself, especially with addiction, easily IT WENT WRONG, the support started really. I was surrounded feel judged, but the staff at The Bridge were BUT THINGS FINALLY by temptation. different. It felt almost like family, with the FEEL LIKE THEY ARE reception staff.” WORKING OUT. I “I felt welcomed. They gave me directions, HAVEN’T HAD A DRINK telling me how to apply for housing but also Darren is now housed in a suitable rehab, IN EIGHT WEEKS.” doing a lot themselves behind the scenes. detoxed and actively healing from his alcohol addiction. He has started driving lessons and “Even when I missed appointments, or was enjoys cooking for the other residents two in a bad state, the Reception team would days a week. always accept me again. It meant a lot because I felt like I had burnt a lot of bridges “I had tried many times before and it went elsewhere. Battling addiction, it was hard to wrong, but things finally feel like they are get myself along the process, but they never working out. I haven’t had a drink in eight gave up on me. weeks.”

“They would chat to you whether you’re having the worst day, or a successful day. They understand. I can’t speak highly enough of them.”

Darren would often present to the reception for food parcels, a hot drink, or to use the phones to actively find himself a rehab.

“I FEEL OPTIMISTIC NOW. THE OPTIONS HAVE OPENED UP AND I CAN’T BELIEVE WHERE MY LIFE IS AT THE MOMENT. IT’S A BIG STEP.” 25 HOUSING ADVICE NEVER GIVING UP: Housing Advice NEIL’S STORY…

Advice, assistance and advocacy for social tenants, private Before receiving support from our Housing “My Housing Advisor recognised my mental tenants, the homeless and landlords, who live in the Borough of Advice Team, Neil had been in and out of health problems and didn’t want to put me Charnwood and who are over 18. prison for 28 years, homeless on release. in a high-risk environment. We have been offering specialist housing advice to the local “I’ve never had my own place before. I’m “It was hard for me to explain all of my community for over 20 years. In the last year, the Housing Advice now five months out of prison, have been issues in a 20 minute housing interview, Team (HAT) has received 741 referrals from people living in offered my own flat, I’m clean and I’ve been so having my Advisor there really changed Charnwood requiring housing advice. in no trouble. things. She knew I was vulnerable, did the Of these referrals, 180 people were homeless or threatened with research and never stopped trying.” homelessness within 56 days, and a further 205 households were “I’d just been released, homeless, when I at risk of future homelessness at the point they accessed the came to The Bridge. The Council had offered Neil was offered a temporary room while his service. me a hostel, but I wanted to be alone and Advisor continued to liaise with the Council stay out of trouble, especially with my for something more permanent, providing The main cause of homelessness amongst our clients has been the mental health issues. Neil with advocacy and assistance. end of an assured shorthold tenancy, closely followed by issues with affordability and rent arrears. “My Advisor kept pushing and eventually I We have seen a 269% increase in clients reporting was offered my own flat. Finally, everything eviction by parents, family or friends. started to fit together. The flat was matched to me and everybody at The Bridge was We have also seen an increase in clients becoming homeless due behind me. to a relationship breakdown, both violent and non-violent. This year, we have successfully introduced ‘drop-in sessions’ across the “That’s all I needed really: the right week, meaning that it is now even easier for clients to access the opportunity so that I could be different. I’ve right advice at the right time. always wanted somewhere to be on my Leanne Fletcher (Advice Services Team Manager) own.

“Without the flat I’m in now, I would definitely be in the cycle of prison and the streets again, because I was just surviving. That’s how it was for 28 years. It’s dangerous too, I probably got beaten up ten times while “Throughout 2019/20, sleeping rough. My Advisor still contacted me once I had moved into my flat, to make an incredible 98% of sure I was ok. I feel a lot better now. HAT clients stated that we had prevented “I’m still trying to work out what I enjoy and what the future is. I can think about all of or relieved their that now. I feel like I will be staying out of homelessness.” prison too. It was very difficult to adjust to normal life, and I wouldn’t have been able to do it without all the help I received.”

Now, Neil hopes that in a few years he will be able to volunteer at an organisation to help others. 27 YOUTH HOMELESSNESS SERVICES COMMUNICATION IS KEY: talk2sort ANNA AND SEB’S STORY… talk²sort Single Access Point When Anna reached out for support “We used to do everything together and he her relationship with her son, Seb, had was very open with me. I was keen to keep Offering young people, aged 11-19, Supporting 16 and 17 year olds in deteriorated. She said: that, as I never had that with my parents… and their families, the chance to improve Charnwood who may be having difficulties but it was gone. communication and relationships to prevent living at home. “When Seb turned 14, his hormones hit him: future homelessness across Leicester, The Single Access Point (SAP) service has he went from a boy to a mini-man overnight. “The toolbox that I now have is invaluable. Leicestershire and Rutland. been supporting 16 and 17 year olds within He’s always had some anger issues that were I’ve been using the skills that I’ve learnt talk²sort understands the importance of Charnwood for the last twelve years. This dealt with, but with teenage hormones it got without him even knowing. young people and families being able to year we have had 44 referrals to the service, a little out of control. access the right support at the right time. all from young people who are experiencing “Mediation challenged me to break down With the leading cause of homelessness homelessness or difficulties with their “He was heavily influenced by an my thinking, delve into my thoughts and amongst young people in the UK continuing housing situation. undesirable crowd. That summer, we had an open my eyes. I can approach things to be relationship breakdown, it is as argument that resulted in him threatening differently, stepping back as Seb grows up. 64% of referrals were from young people important as ever that we provide a service me. That was an eye-opener. I didn’t know aged 17, many of whom were looking ahead which reduces the likelihood of youth how to deal with it, but I knew it couldn’t go “The journey has been stressful and there to their 18th birthday when, for some, more homelessness. on.” have been dark times. You have to have housing options become available. The most faith and keep putting the work in. To have Of our clients this year, 100% said that common reason for approaching the SAP Anna was signposted by a colleague to Early a supportive mediator there was really homelessness had been prevented or continues to be family breakdown with 73% Help and undertook a parenting course. reassuring. relieved, with 89% reporting improvements of young people reporting this issue. in communication. Additionally, over a third of young people “It’s a massive learning curve, parenting “Mediation empowers you. I feel like I’m talk²sort has been recognised as delivering were experiencing a lack of boundaries and teenagers. Doing the course really helped me able to do this on my own now. Thinking of best practice in homelessness mediation, routine. learn new skills. Being a single parent, you the future, I’m hugely positive. providing a service which is tailored to do sometimes lack confidence because you Of the young people who chose to meet the individual needs of the young don’t have anyone to bounce off. “I am more prepared and Seb is making participate in our closure feedback, half people who access it. Whether it is better choices. Our relationship is so good had accessed education or employment challenges around emotional well-being and “When mediation was suggested I was now; it’s very different now because he is who were previously not in education, mental health, or use of defective coping sceptical; I knew Seb didn’t want to engage now a young adult, but it is better than I employment, or training. mechanisms when dealing with conflict, much. But, I wanted to give it a try because thought it ever would be.” mediation provides an empowering and 100% of young people reported feeling less our relationship had really broken down. future focused way of dealing with issues isolated or lonely following our support and and challenges faced. 75% said that their housing conditions had improved. The broader impact is undeniable, with 100% of 2019/20 clients stating they had Leanne Fletcher reduced intake of drugs or alcohol, and (Advice Services Team Manager) reduced involvement in crime and anti-social behaviour. Chantelle Bramley (Specialist Services Team Manager) 29 KEEPING YOUNG PEOPLE SAFE: SAP SHANNON’S STORY…

“I first contacted the Single Access Point “I’m still struggling with it now, but things because I was struggling at home with my are so much better. Whatever I was dealing mum; it was verbal, things she was calling with, I could go in and talk to my SAP me and saying to me. As time went on, it worker.” continued to escalate to threats. Thinking about the future is now a positive “I had previously left home, but I had to thing for Shannon. She added: return. It seemed difficult to get the help from different organisations at first because I “I can work the hours that I want and I feel a was under 18 and couldn’t get a tenancy by lot more free; my mum used to tell me what “MY ADVICE TO myself.” hours I could do. ANYONE IN A SIMILAR SITUATION IS TO JUST KEEP GOING Shannon had also been offered “I’m even going to University in September AND FIND THE family mediation, but her mum to study Mental Health Nursing. That’s SUPPORT YOU NEED” did not engage with it. something I never even considered before as I’d planned to drop out of college. “Then earlier this year, I went to The Bridge and the SAP team helped an awful lot; we “My SAP Worker supported me even once I started looking at housing options. We had moved out, like writing letters to Student discussed shared accommodation, rental Finance to prove estrangement from my opportunities and they supported me parents. It’s those sorts of things that people registering with the Council. don’t think about. The SAP team are always there. “We found a shared flat initially, which I put the deposit down for, but things got so bad “My advice to anyone in a similar situation is at home that I had to leave sooner than I to just keep going and find the support you thought, so I moved in with my girlfriend need to get into a better situation. There is instead. I just had to go. help out there.”

“Being at home affected me mentally and physically. I was so underweight that I even had to visit dieticians and I went back on some medication for my mental health. My mum wouldn’t provide me with food, so I had to get my own; The Bridge gave me food parcels. “BEING AT HOME AFFECTED ME MENTALLY AND PHYSICALLY. I WAS SO UNDERWEIGHT THAT I EVEN HAD TO VISIT DIETICIANS” 31 SUPPORT SERVICES

Housing Matters and Housing Matters for Families The Rutland Community Wellbeing Service Longer-term housing related support and Floating Support to maintain Providing advice and support to individuals within Rutland on a broad range tenancies in Leicestershire. Available for both single people and couples of wellbeing issues. The service is delivered in partnership with Citizens over the age of 18, or families, to positively manage their accommodation Advice Rutland, Longhurst Group, Age UK and Vista. and reduce risk of future homelessness. Over the past year, The Bridge has received 53 referrals for individuals This year, our Housing Matters Service celebrated its 8th year of operation. seeking support with housing difficulties, domestic abuse, money Throughout the year, we have received 200 referrals to our Floating management, healthy lifestyle, mental health and social isolation, Support Service, delivered in partnership with Nottingham Community 8 amongst other support needs. 60% of referrals were for clients at Housing Association (NCHA), which offers support to individuals at risk of risk of homelessness due to a relationship breakdown. homelessness; helping them to maintain their accommodation and reduce the risk of future housing crisis. Amongst the clients’ who’s cases have been closed across the year, the average length of support has been 18 months. 100% reported their The most common presenting issue was rent arrears and affordability, with homelessness had been resolved or prevented and 93% advised their 69% of clients seeking support in this area. relationships with others has improved Our Accommodation Project, delivered by Falcon Support Services, received 95% of all 239 referrals, supporting individuals who are not owed an accommodation Rapid Rehousing Project duty by the Local Authority. We have also supported 71 clients through our individuals Finding accommodation for local people, In Leicestershire drop-in services, providing one-off support for a variety of housing related report a decrease who are homeless and not eligible for help elsewhere. issues. in antisocial The Rapid Rehousing Project is funded by the Ministry behaviour or 83% OF CLIENTS REPORTED IMPROVED of Housing, Communities and Local Government, as offending FINANCIAL CIRCUMSTANCES AFTER part of the Rapid Rehousing Pathway and the Government’s commitment to halve rough RECEIVING SUPPORT FROM THE SERVICE. sleeping by 2022 and end it by 2027. Also delivered in partnership with NCHA, Housing Matters for Families received 90 referral this year, many of which came from colleagues in The Project supports individuals, who are rough sleeping, to access and Children and Families Services, Housing Associations, and local Councils. maintain accommodation sought by partners in the Local Authority; working The majority of referrals were for families who were experiencing difficulties to prevent repeat homelessness by offering flexible, intensive one-to-one with rent arrears or affordability. support to individuals who would not be able to obtain accommodation without the scheme.

There are many reasons why people may not be eligible for support elsewhere: for example if somebody has lost their accommodation through 83% and an act or omission, they may be considered ‘intentionally homeless’. 90% have 78% report improved Across the year, we have received 31 referrals to the Rapid Rehousing improved Project and 83% have maintained their accommodation. financial physical and circumstances mental health Molly Boggis (Support Services Team Manager) respectively 33 A FRESH START: Rapid Rehousing CREATING STABLE FUTURES: Housing Matters SCOTT’S STORY… DAWN’S STORY…

Scott received support from Rapid Rehousing “I never used to talk to anybody, but the “When I was first referred to Housing “My Housing Support Officer is still there after his marriage of 20 years broke down. more help you get the easier it is, and you Matters, I was homeless. After I fled when I need her, even though my case is can learn to keep going. I would definitely domestic violence, I had to move around closed… She is even supporting me in my “I was asked to leave the house mid- recommend the support of The Bridge.” because I didn’t want to be found. But I’d Universal Credit tribunal. afternoon, with nowhere to go. I had never left with just the clothes on my back after 29 been homeless and suddenly it was just me > Read Scott’s full story years of marriage. “With this stable accommodation, I feel safe. and one bag of clothes. on our website. I have my own place with my daughter, and “I was seeking support to find we can get on with our life. It’s hard but I’m “After some temporary accommodation, the accommodation and financial advice, after coping.” Council found me this flat, but I had nothing. staying at a refuge in Birmingham and then It was lonely. Bare floors, walls and no on my sister’s sofa in Leicestershire.” Recognising the progress she has made, furniture. I would come home and just have she added: to sit on the floor with nothing. Dawn stayed on her sister’s sofa for four months, while her housing paperwork “My advice to other people in similar “My Rapid Rehousing Support Worker was was transferred. She added: situations would be to just do it. Walk out. fantastic. She dropped round food parcels It takes bravery but there is always help out when I needed them and referred me to “When I was at my sister’s I was on edge there. Don’t be intimidated that there’s no agencies like Turning Point. She helped me all the time, unable to go out. I would panic one there to help because there always is. I apply to get the flooring laid and get the because my ex-husband knew people locally. just wish I’d done it sooner.” fridge, cooker and sofa. I moved around a lot to shake him off.

“I hadn’t dealt with bills before. My Support “It took a while for all the paperwork, Worker helped me deal with financial issues including my court proceedings, to be and organised automatic rent payments, to transferred. But eventually, I was offered avoid arrears. I wouldn’t have been able to this flat with the support of The Bridge make the transition without her. There was and the local council. rarely work available and I didn’t know about the organisations that could help me. “I’ve had various help. I still am receiving help, including from Living Without Abuse. “I can start to think about the future now; I I’m getting there, but it’s a long process and look forward to being able to start working I still struggle because of what happened again and move somewhere bigger so my before. children can come and stay with me. “With the support of Housing Matters I was able to settle into the flat. I was referred to make charity applications from organisations like Glasspool, to get furniture like a bed and “I would a cooker, which I had none of. I was also definitely awarded PIP which helped financially. recommend the support “My daughter was then able to come and of The Bridge.“ move in with me; I love having her here. 35 HOMELESS NEW BEGINNINGS: Homeless Offenders OFFENDERS SERVICE STEVE’S STORY…

Steve was homeless on release from prison. “When I first started with the service, there Supporting offenders, or those with an Struggling to adjust to life in a hostel, he was wasn’t even a future. I’ve been on holidays, offending history, who are homeless or rough evicted. He said: had cars and houses. I went from all that sleeping, to access accommodation. to nothing. Believe me when I say lives can “I was sofa-surfing, staying on my brother’s change. Three years ago my life was like a The Homeless Offenders Service (HOS) floor and with friends all over the county if normal life: a household, children, girlfriend provides intensive and holistic one to one I had to. I had such a disruptive life, with and a job. support, tailored to the individual’s needs, to nothing of my own.” address any barriers that prevent them from “I didn’t deal well with my relationship accessing accommodation. Steve sought support from The Bridge breakdown and I was angry that I’d let four This service is in high demand, as there is and his HOS Worker accompanied him to people down who I shouldn’t have. Now, no duty for prisons or probation to ensure meetings and property viewings, recognising I’m not close to where I want to be with accommodation on release, only a duty to the environment that Steve needed in order my children, but we communicate via letter refer to relevant services that assist with this. to thrive, and advocating for other options. and I will always keep that up until I can Steve continued: be closer to them. We are proud to say that 100% of our HOS clients in 2019/20 stated their housing “It was soul-destroying being homeless for “When I was homeless, I had no chance. I conditions had improved and that their that long, stuck on different waiting lists. couldn’t see them anyway, because I didn’t homelessness was prevented or resolved, There seemed to always be something in the want them to see me like that, not having during their time with the service. way. But my HOS Worker never gave up and had a bath for three days. We support our clients to successfully sustain the Exaireo Trust re-examined their eligibility a tenancy and reduce the likelihood of and offered me a shared place. “To people in a similar situation to how I reoffending. Our specialist HOS Mediator was, my main advice is to stay away from provides mediation to strengthen and improve “I have somewhere safe to stay now. I try to illegal substances. Accept treatment. You relationships with family members, or key keep it as nice as possible, reporting repairs can’t be stable without it. individuals, thereby improving the chances of and even cleaning the cooker. sustaining accommodation and more positive “Keep your head clear. Go to the meetings. futures. “It’s the things you don’t think about that Be polite and be proactive in getting the get in the way. Not knowing how to print help you deserve. It is hard, but you can We received 270 referrals to the service last something off, or fill out a form via email. never give up.” year from prisons, probation services and local Not being able to travel to an appointment. authorities, along with many self-referrals. Of Everything stacks up against you. My HOS the services’ clients, almost half are aged 31- Worker always offered their help. 40. A high proportion of our clients are male, with a ratio of 9:1. “I have “Even after I’ve moved into this flat with somewhere 100% of clients said they had reduced Exaireo, my HOS Worker still checks on safe to their involvement in crime and anti-social me; supporting me to make a Charity Link stay now“ behaviour, making more positive application for clothing and household life choices for themselves and 83% stated essentials.” an improvement in mental health Since being housed, things have settled. Molly Splevings Steve’s HOS Worker completed a housing (Senior Homeless Offenders Officer) application with the Council, and he soon hopes to apply for his own home. Reflecting on his journey, he said: 37 BUILDING BETTER LYDIA’S STORY… YES Project OPPORTUNITIES

“Before I started with the YES Project, I The Building Better Opportunities (BBO) Moneywise Plus was lonely. It’s helped me meet new people programme, jointly funded by the The and talk to others. I was doing Learning Moneywise Plus supports adults who are National Lottery Community Fund and and Confidence training at the Library, who unemployed or economically inactive in the European Social Fund (ESF), helps to suggested YES to me. Leicester and Leicestershire to move closer tackle poverty and social exclusion faced towards education, training, job searching or by the most disadvantaged people in our “It’s helped massively with my confidence, employment. communities. although we are still working on it now. We have had a successful year in supporting Youth Employability Support (YES) Project clients to overcome any barriers they faced in “I do sessions like cooking and meditation The YES Project supports young people to returning to education, training, employment on Zoom, getting to know people and enable them to overcome barriers and take or job-seeking. learning skills I can use in day-to-day life. steps towards employment, education or I’d recommend those to anybody, as it helps The team works in a holistic way to ensure training. with anxiety too. that the needs of individuals accessing the The YES Project has continued to achieve service are met. “My Support Worker also helped me a lot positive outcomes with those aged For this service, our team received 286 with social media, making sure I was safe between 15-25, supporting them towards referrals in 2019/2020. online and had the correct privacy settings to employment, education or training. Our protect myself.” Support Workers are on-hand to help and Soft outcomes included improved bills and encourage young people to achieve their money management, internet access and Lydia was out of education and employment potential and continue to adapt to meet the entering education or employment. needs of those accessing the service. when she came to the YES Project. She Being part of a consortium of voluntary added: We are proud to say that this year, 100% sector organisations means that we can of our clients stated that their housing ensure that individuals are able to access the “I have goals that we’re working towards conditions had improved, homelessness was right support and advice when needed, with now and I feel better about the future. prevented or resolved and that their financial the ability to signpost to external agencies as I’d love to go into Animal Care, so we are circumstances had improved. and when required. looking at volunteering and opportunities for me to get experience, which will be great.” Poor emotional well-being or mental health, Digital, financial and employability skills are family breakdowns and housing difficulties just some of the areas with which the team > Read Lydia’s full story should not prevent young people from provides interventions. Providing support on our website. moving forward and making positive choices. with confidence, self-esteem and emotional Being a part of this delivery partnership well-being and mental health is another key ensures that we are able to refer and part of ensuring individuals feel equipped to signpost young people to the right move forward and enter education, training support at the right time. and/or employment. “I WAS SAFE ONLINE AND HAD Benefiting from our Intensive Support Chantelle Bramley Workers’ holistic approach, 100% of (Specialist Services THE CORRECT 2019/20 clients stated they had seen Team Manager) PRIVACY SETTINGS improvements in both their physical TO PROTECT and mental health. MYSELF.” 39 RE-WRITING YOUR PATH: YES Project CHANGE, FOR THE LONG-TERM: Moneywise Plus ADAM’S STORY… RACHEL’S STORY…

“When I was first introduced to the YES “The mental health support has been the When Rachel was referred to Moneywise “Being on my own suddenly, my life was Project, I wasn’t as independent as I am most beneficial to me. It’s allowed me to Plus, she had been out of employment for a turned upside down. I felt like I should be now. Although there’s still a way to go, it’s be more independent, confident and get little while following a drastic change in her working by now and paying into a pension, really helped with my confidence and my involved with more sessions. home life. She said: but I was stuck at home in an isolated village motivation too. with no independence. “Before, I felt like ‘whatever happens, “I had my fourth child with my long-term “I was involved with Soft Touch Arts happens’… It felt like it wasn’t going partner of seven years, who left after her “I feel like an adult again. It has helped initially, but I was living alone and quite anywhere. Now, I have goals set and I can birth. It was like starting again from scratch. with my depression and I feel like doors are isolated, struggling with mental health… My think about the long-term as well as the opening for my future. I’ve always wanted to engagement dipped and that’s when the YES short-term. I’m looking towards employment “Before that I was working, but I suffered be a Prison Officer, which I’ve now applied Project really started to help me. and education opportunities now, which from a lot of health issues like degenerative for and it feels more within my reach. I never thought I’d be able to manage disc disease. There are certain things I can’t “My Support Worker helped me put a lot before.” do anymore; I became quite depressed. “I’m excited to get into work and get my life of things in place, like being referred to back. I feel a lot more positive with the new Let’s Talk Wellbeing and CBT. They even “When my daughter turned two, I signed knowledge I’ve learnt.” supported me in getting the letters I needed back up with the Job Centre to try and from my Doctor for my Universal Credit.” find employment and update my CV; they recommended the Moneywise Plus service.” His Support Worker added: When Rachel met with her Moneywise Plus “At first, it was really about identifying the Advisor, they assessed her digital skills and biggest barriers for Adam and addressing researched employment options. them head on. Adam struggled with routine and so we helped him a lot with his schedule. “My advisor taught me new skills: I was so Before, nights became days and days behind the times with computers and things became nights… which didn’t help Adam’s that I didn’t know where to start before. motivation at all. “The first steps were very much about “He’s very creative and wants to draw, but communication, digital abilities and looking that lack of motivation sometimes stopped into my options. him… So, we factored that into his routine and continued to support him to improve his “It really gave me my confidence back and I mental health and confidence.” didn’t feel so worthless. Life has been tough and it was fantastic to have someone who Adam said: was easy to talk to and supportive.

“I’m working with lots of different agencies “My advisor changed my way of thinking now, like Leicestershire Cares and The and I feel a lot more positive. She told me Prince’s Trust and doing Zoom sessions. I’ve to look on different websites for jobs that I been enhancing my employability; building wasn’t even aware of; things I didn’t have a CV, learning about job applications and time to do for hours by myself as a single doing mock interviews. parent. 41 OUR STAFF WORKING AT THE BRIDGE:

We are committed to ensuring our staff have plenty of opportunities to “I joined The Bridge in January 2018, it was “Sometimes space, time and understanding, develop within their roles; both because we value them as employees and my first job after a 10 year career break is what people haven’t found elsewhere so that we can confidently say all of our staff are equipped to provide the looking after my three children. and what we are able to give; we build highest level of service possible. that rapport. Every day, our staff dedicate themselves to their work in preventing and “It was a complete change of career, but relieving homelessness, and for that, we are incredibly proud. I’ve always been a people person and I really “Our role in Triage is often the first point of enjoy meeting everyone who comes into contact for clients with The Bridge. We see Over the course of the year, our staff have taken part in countless training and The Bridge, or whom I speak to over the people in the most difficult of circumstances learning opportunities, including: telephone. and feel it is important to treat all our clients with the same dignity and respect. “I’ve learned so much over the last two C-Card Training Understanding Domestic Violence years, working as part of a great team who “We don’t judge anyone; everyone’s genuinely care about their clients and will go circumstances are different. It is great to see Housing Duties to Young People Unpredictable Environments that extra mile to help and support them. We our clients progress and the difference we Mental Health First Aid Welfare Benefits and the Coronavirus continually strive to improve, and we never have helped them make in their lives.” stop learning. I can honestly say that I love An Introduction to Adverse Childhood And much more… my job! Sue Holyoake Experiences and Trauma (Housing Triage Worker) “We realise how difficult it is for people to walk through our front door and so before anything else happens, particularly in Reception, the most important thing Welcoming our New Starters… is to make someone feel as comfortable as possible. Steve Gregson Megan Shadforth Penny Taylor Ruth Harris Lydia Gallaway Sarah Plummer Mary Bullivant Happy 20th Anniversary! As we commemorate our 25th Anniversary, we are also delighted to be celebrating Peter Davey’s 20th Anniversary in his position as Chief Officer of The Bridge. A massive congratulations to you Peter, you should be very proud of your A huge welcome to the latest achievements! babies of The Bridge! Under your leadership, The Bridge has supported thousands Congratulations to Lauren Norton of local people which has made a profound difference to our (Head of Housing Services), and her community; not to mention the personal impact you have had partner Adam, on the birth of baby on the lives of your team over the years; you really do care! Jack; as well as to Chantelle Bramley (Specialist Services Team Manager), and husband Tom, on the birth of Percy. 43 OUR PARTNERS Thank You AND SUPPORTERS

3 Nuns Pub, Loughborough Fearon Community Association Loughborough Grammar School Shepshed Food Bank Action Homeless Florence Turner Trust Loughborough Hospital Soar Valley Community Food Advice Quality Standard Fundraising Regulator Loughborough Muslims Society Project AGE UK Leicestershire & Rutland Garfield Weston Foundation Loughborough Rugby Football Soft Touch Arts Alex’s Wish George’s Fish and Chip Shop, Club Spire Homes WOW! Amazon Smile Loughborough Loughborough University St Bartholomew’s United Church, Badger’s Sett Pub, Cropston Glasspool & Students Union Quorn WE WOULD Beacon Christian Fellowship Graham & Sue Harris Charity Loughborough Wellbeing Project St Mary in the Elms Church, LIKE TO GIVE Woodhouse Eaves Beacon Rotary Club Fund Maud Elkington Charitable Trust PARTICULAR Loughborough Halifax Bank Melton Borough Council St Mary’s Catholic Church, THANKS TO OUR Loughborough Big Lottery Fund Harborough District Council Mountsorrel United Charities TOP COMMUNITY St Paul’s Church, Woodhouse BUSINESS Blaby District Council Hinckley & Bosworth District Needle & Pin Pub, Eaves SUPPORTER, Blackbaud Council Loughborough HM Probation Service New Life Community Church, St Pauls C of E Primary School, THE NEEDLE Broomfield School, Leicester Woodhouse Eaves Holy Trinity Church, Hinckley Loughborough & PIN PUB. Bosworth Academy Stonebow Primary School, Homefield College, Mountsorrel Newtown Linford Primary School YOUR INNOVATIVE CAOS Conflict Management Loughborough FUNDRAISING Hoton Village Hall North West Leicestershire District Charnwood Borough Council Stonewater Housing Association IDEAS ALWAYS Intelligent Energy Community Council Charnwood Lottery Tesco Ltd BLOW US AWAY! Fund Nottingham Community Housing Children In Need The 29th May 1961 Charity Iveshead School, Shepshed Association Church Pharmacy, Loughborough The Henry Smith Charity Job Centre Plus Loughborough Oadby & Wigston Borough Churches Together in Anstey Council The Leathersellers Company John Storer House Citizens Advice Charnwood Open Gate Trust The Loughborough Welfare Trust Julian House Citizens Advice Leicestershire Open Heaven Church, The Salvation Army JustGiving Citizens Advice Rutland Loughborough The Soar Project Kibworth School Countesthorpe Leysland Our Lady of the Angels Church, The Y, Leicester King’s Church, Loughborough Community College Loughborough Thomas Estley Community Kirby Muxloe Women’s Institute Department for Work and PACE College, Broughton Astley Leicester Adult Learning College AND A BIG THANK Pensions PayPal TK Maxx Loughborough YOU TO ALL Leicester CharityLink EASE Retirement Group Perdiem Limited TwentyTwenty INDIVIDUALS Leicester City Council Edith Murphy Foundation Police and Crime Commissioner United Reformed Church WHO HAVE Leicester City Football Club Elim Church, Loughborough Public Health Leicestershire Uppingham Town Council DONATED FOOD Leicester South Food Bank Equality Action Quorn Baptist Church Vicars Relief AND TOILETRIES, Leicestershire and Rutland European Social Fund Quorn Churches VISTA OR THROUGH Community Foundation Exaerio Trust Quorn Stone Voluntary Action Leicestershire JUSTGIVING, Leicestershire Cares Fairfield Prep School, Reaching People Consortium Waitrose Ltd PAYPAL & VIRGIN Loughborough Leicestershire County Council Royal Oak Pub, Loughborough Watermead Nursery, MONEY. YOUR Living Without Abuse Falcon Support Services Rutland County Council Loughborough SUPPORT GOES Longhurst Group FareShare Seagrave Village Primary School Wreake Valley Academy A LONG WAY! Loughborough College Design and Print [email protected]

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