Scottish Homelessness Involvement and Empowerment Network

Main Learning Point: Services need to listen to the needs of service users.

What we did

We asked residents at our direct access hostel and one of our resettlement units to complete a questionnaire on day services in 2005 and again in June 2009. we asked people to agree or disagree with a statement. In 2009 we also asked 4 open questions. In 2005 30 people responded out of a possible 53. In 2009, 30 again responded.

First time key workers issued the questionnaire. Second time around we asked SW students to facilitate. In 2005 we used the data to make an argument for the need for day services.

What was good about the activity?

• Good information
• Does not ask for a lot of resources.
• Good return rate – questionnaire short, easy to complete.

What were the challenges?

We had a very short time frame to bring it all together.

What could have been improved?

• Suggested that statements could have been softened.
• Open question could be included to ask what people were looking for / make comment.
• Provide feedback to service users using in-house magazine or poster to provide feedback.
• Peer support/researchers (with service users trained in research and conducting interviews to help service users complete questionnaires).

Resources to consider.

• Quite limited. Existing staff/SW students on placement.
• Collation of information and presentation time consuming.
• Thought required about choice of questions.

We would like to find out about your thoughts on this activity, so please feel free to add anything from your experiences, or ask a question in the comments section below.