Background 

Following the closure of night shelters in Wales during the outset of the Coronavirus pandemic, Housing Justice Cymru (HJC) recognised the value that community volunteers could bring to support people experiencing homelessness to move on from short-term emergency accommodation to establishing a long-term home, and Citadel was born! 

Since 2020, Citadel have grown to support people experiencing homelessness across Swansea, Neath Port Talbot and Wrexham, and due to the success of the project in Wales, Housing Justice England will roll the project out from October 2024. 

Citadel was initially set up to support guests following their move on from the HJC Night Shelters. The need for further support, during the initial months of obtaining a tenancy was highlighted by those we support with lived experience of homelessness.

The stress and trauma that is caused by experiencing homelessness stays with people long after it has occurred and can make it more likely to reoccur. According to research, 90% of people who had experienced homelessness, surveyed on behalf of Welsh Government, still worried about their housing situation, despite many (over 50% of the total surveyed) of these individuals now being securely housed. Additionally, 82% of former HJC guests surveyed said they wanted further support, which shows that there is a huge need for ongoing support despite the services that already exist.

Further feedback from people experiencing homelessness showed that more tailored support is needed, which focuses on the person and ‘what matters’ to them: 

“Everyone is individual. There are not enough services that treat you like an individual”. 

The Citadel model has been designed by taking all this feedback into account, being regularly reviewed and involving the people supported in changing services to ensure they meet the needs of each individual.

The Citadel Model

Citadel Coordinators lead a team of volunteers in a local area, supporting them to build skills and resilience for their role whilst also ensuring the people being supported are getting tailored support that meets their individual needs. 

Once volunteers are recruited, trained and DBS checked, they are matched with a person, who has experienced or is experiencing homelessness, referred to Citadel by the Local Authority. 

Volunteers bring their diverse life experiences and skills to support individuals experiencing or at risk of homelessness, offering companionship, practical assistance such as DIY or budgeting, and opportunities for shared activities within the community. 

People referred to Citadel are empowered to define their own paths towards housing stability, with support from dedicated volunteers and project coordinators, by prioritising each person’s goals and preferences, Citadel fosters active citizenship and community engagement. 

In this way Citadel supports peoples journey away from homelessness, not just to a roof over their head, but to a community and a sense of belonging.  

Volunteers help support with:

• Rapid rehousing (finding a home)
• Emotional support and listening 
• Sourcing household items and decorating 
• Budgeting 
• Community connection 
• Tenancy sustainment 
   

What are the benefits to the volunteer-led model?

The volunteer-led model;

• Promotes active citizenship: Links with community groups, community integration, community regeneration and function, community contribution and a sense of belonging  
• Leverages local knowledge and intel: Volunteers hold valuable local intelligence and community knowledge, enhancing the support provided to participants. 
• Allows early intervention 
• Offers individualised support styles: Volunteers walk alongside individuals, offering personalised support and encouragement tailored to their unique needs and goals 
• Offers flexibility in and where support is delivered: Volunteers create environments where honesty about aspirations, challenges, and barriers is welcomed, fostering a supportive atmosphere for growth and development. 
• Bridges gaps in traditional homelessness services 

Impact in Wales 

• 98% of people had sustained their tenancies after 12 months.
• A 97% engagement rate among people supported (on average per quarter)
• 31 events held for volunteers and people supported 
• Approximately 2448 face to face meetings which facilitated;
  • supporting people to sustain their tenancy and stay in their home
  • supporting people to access a safe, secure home
• 94% of people who were supported to access a home were also supported with practical help, such as DIY, sourcing furniture and carpets.

The benefits for statutory services 

• People build up knowledge of what services exist 
• People develop the capacity to navigate themselves and are diverted away from statutory services unless absolutely crucial 
• Services are accessed at a preventative/ early stage rather than at crisis point 
• People don’t access services as a result of dependency/ loneliness. 

Feedback from individuals supported by Citadel

87% of people supported feel they have improved skills to live independently. 

“They don’t do it because they are getting paid, they do it because they want to and in paid roles support workers can change regularly”

“I know they wanna give me something to be proud of, to look at and say ‘I’ve been through all this stuff in my life but I deserve to have this space and this is mine’” 

For more information about Citadel and the work of Housing Justice, you can visit their website.