I do not want the committee to think that we are in any way negative about the housing options approach. Let us be clear that it is a transformational approach to delivering housing services for people. It has the potential to be extremely successful, to really be person centred and to lead to the right kind of outcomes, rather than being just an administrative process in which boxes are ticked and people are moved about. The approach definitely has the potential to change the mindset and how people with housing needs are dealt with.
However, the approach is in its early days and local authorities are adapting and changing how they deliver services, which requires quite a big mindset change. Our staff are seeing cases in which vulnerable people, including young people—potentially those who have lower levels of life skills and who have never dealt with a local authority before, or have never had to go through such a system—are finding it difficult to navigate what is potentially a complex set of arrangements and a complex system. They need to work with multiple agencies, information technology systems and referral forms. All those things act as barriers to access for those young people, and to their getting what they need.
Garry Burns has referred to the fact that some people know to come to Shelter or go to the Govan Law Centre or other advice services to help them, but many people do not. Therefore, as the system develops, we want the training of staff and the systems that are put in place to be audited and assessed from the point of view of the vulnerable person. What makes sense for them? Is the system person centred? Does it really help them to get through the period of crisis?
That crisis can be a case of, “My mum’s chucked me out. She’s locked the door on me and my bag’s up on the doorstep.” How does somebody deal with that situation when they have all the emotional issues to deal with as well as having to navigate a complex system?
We want there to be better support and training for staff so that they can understand the process from the perspective of somebody who is vulnerable and in need. The housing options approach has the potential to be that kind of service. In many respects, we welcome it, notwithstanding all the issues that we have just discussed about the potential for gate keeping.
There are a number of things that we need to get right. We need to ensure that there is a good supply of social housing. We also need to ensure that the options that people are offered are right—that the statutory duties are fulfilled and that staff know when it is appropriate to make the offer of a homelessness application. Fundamentally, we need to ensure that, when somebody in housing need approaches their council, it is easy for them to get through the system and that the system is accessible.