2019 will be the year of ‘No Wrong Door’


In 2019 one of the themes for public sector organisations and charities in Scotland will be embedding a ‘No Wrong Door’ approach, which was highlighted at our annual conference in the City Chambers in October attended by more than 200 delegates from government, councils and third sector organisations across Scotland.

Catriona McKean, Unit Head (Homelessness), Scottish Government, was a keynote speaker at the conference and said: “Our current homelessness system needs to be redefined in line with ‘No Wrong Door’ principles and this will require collaboration across sectors – hardwiring multi-agency approaches into all of our interventions and ensuring Health and Social Care Partnerships are at the heart of what we do.”

No Wrong Door is about signposting people to the right service to meet their needs, but also making them feel they are being helped, not turned away and it has backing from the Scottish Government. It was also the subject of the most recent GHN Members Event that took place in December at the Adelphi Centre, when thirty of our members came together to discuss what it means to have a ‘No Wrong Door’ approach in service delivery.

Doug Gibson, our Business Development Manager, said: “Building on the theme of our annual conference, people agreed that while there will be times when we simply don’t provide the right service, that doesn’t mean we can’t be the right door. We can make sure that we are friendly and welcoming and can help to connect people to the right service for them, instead of defaulting to ‘sorry, that’s not what we do here’. We can be careful and kind in the language we use and the environments we create, regardless of when, where and how a person engages with the system. As always, it was a healthy, inspiring morning of debate and ideas.”

Those attending the forum pledged to do one thing in their roles that would progress a ‘No Wrong Door’ approach. From ensuring that ‘no person is left alone to navigate the system’ to ‘challenging the idea that signposting is good enough’.

Read the conference report >>