An investigation has uncovered widespread failings in council homelessness services with vulnerable people either turned away completely or given ‘poor quality’ advice.
Crisis sent eight actors into 16 local authority areas across England to pose as homeless people to see what support was on offer.
In 57% of visits they were told they were not a priority and were given little or no help, even when they presented learning difficulties or posed as someone fleeing from domestic violence. In those cases, only 20 out of 52 were considered a priority.
Poor quality services were found to be common with councils in London performing particularly badly. But good quality support was found in the capital, ‘suggesting that culture, training and resources play a major role’, said Crisis.
The charity said the actors – all of whom had been homeless in the past – told them that ‘in the worst councils it felt as if staff were looking for reasons not to help them’.
It added: ‘Many councils asked for large amounts of paperwork and “proof” of homelessness that people were unable to provide, while others dismissed people after a basic tick box assessment by reception staff, with no chance to discuss their circumstances or support needs.’
The ‘mystery shoppers’ often found themselves being subjected to ‘stressful and humiliating’ assessments in reception areas with no privacy.
And where council did provide advice, ‘it was often of a poor quality or badly explained’, said the charity.
Jon Sparkes, chief executive of Crisis, described the situation as a ‘scandal’ and called on all political parties to review the support given to homeless people.
Cllr Peter Box, chair of the Local Government Association’s environment, economy, housing and transport board, said: ‘It is a tragedy when anyone becomes homeless and councils work hard to prevent homelessness occurring in the first place. However, where homelessness does take place councils have an important role to treat people who need their help with respect and to place them into secure, affordable accommodation.
‘The ability of councils to do this is only getting tougher as a result of 40% cuts to council budgets over the lifetime of this Parliament and a shortage of affordable housing.’???
He said local authorities could play a bigger role in providing more homes ‘if government gave councils greater financial flexibility’.
