Lived Experience of Homelessness and Related Challenges
Importance of Lived Experience in Homelessness Support
Involving individuals with lived experience enhances service relevance, decision-making, and staff connection, as demonstrated by Stonepillow’s 2025 project involving 16 service users and two case stories.
Lived Experience Project and Methodology
The project aimed to gather direct feedback from service users to improve support services through surveys, interviews, and discussion groups, ensuring their voices inform future planning.
- 16 service users completed surveys; 2 shared detailed stories.
- Surveys included 23 questions across qualitative and quantitative themes.
- Conversations were private, with opportunities for individuals to amend their responses.
- The approach prioritised user control and anonymisation of personal data.
Key highlights from conversations
Service users described positive initial impressions, support received, and areas for improvement, emphasising practical, emotional, and social support.
- First impressions: helpful, supportive, friendly staff.
- Support included welfare checks, practical assistance, and emotional support.
- Challenges: need for more information, frequent staff meetings, and less intrusive welfare checks.
- Suggestions: improve communal areas, cleanliness, and ongoing access to services post-recovery.
- Supportive staff were praised for helping with paperwork, mental health, and consistent presence.
Report: Lived Experience of Homelessness and Related Challenges
Next Steps
The report will be published and available via the Healthwatch West Sussex and Stonepillow websites as well as shared and promoted through social media channels.
The report demonstrates the power of lived experience for community groups, NHS services, and wider health and care system stakeholders.
This report will be shared and discussed with Stonepillow Trustees and staff to highlight what is working well for service users and to inform future improvements.
The report showcases the value of lived experience to encourage empathy and better understanding among staff and trustees.
