The WAYfinder homelessness outreach initiative from Glasgow City Health and Social Care Partnership (HSCP) has been co-designed with individuals who have lived experience of homelessness. The name stems from a participant’s insight that support services should begin by asking, “Who Are You?”- emphasising the importance of understanding each person’s unique journey.

Developed in collaboration with the Glasgow Homelessness Involvement and Feedback Team (GHIFT), WAYfinder represents a significant shift in how services are commissioned. A powerful video, narrated by GHIFT members, replaced the traditional service specification document. This allowed potential service providers to hear directly from those who shaped the service, highlighting what truly matters to them.

Participants described the process as a ‘positive and modern step’ towards ethical commissioning. They noted that being able to articulate their vision in their own words marked a departure from previous tokenistic involvement. The project prioritised transparency, equity and empowerment – ensuring that no voice was more dominant than another.

The redesign of homelessness outreach services was guided by Ethical Commissioning Principles, with full person-led design and implementation. Key challenges, such as securing permissions from vulnerable individuals and fostering cross-partner collaboration, were addressed with care. Homeless Network Scotland played a pivotal role in facilitating development sessions and maintaining a values-driven approach.

The design process took place across six sessions hosted by Homeless Network Scotland last year as part of a collaboration called All in for Glasgow.

The impact of WAYfinder is already being felt. Feedback from participants and organisations has been overwhelmingly positive, with many citing increased self-worth and belief in the value of their contributions. The initiative is being considered as a model for future commissioning efforts and may be included in Scottish Government best practice guidance.

GHIFT members reflected on their experience, noting the sense of equality throughout the process. One member shared: “Although some of the people in the room were in full-time jobs, it was a new process for everyone which helped put everyone on a level playing field.” Another added: “It was good to be involved in something so important for the wider community.”

Glasgow City Health and Social Care Partnership said: “Teams across the HSCP, in conjunction with people with lived experience of homelessness, have been working to develop a new service, WAYfinder, to deliver outreach services for people experiencing homelessness, which starts today.

“The HSCP thanks Homeless Network Scotland and the Associates from the Glasgow Homelessness Involvement Feedback Team for their work in developing the new service and looks forward to working with the WAYfinder partner providers in this important step in our efforts to help people find their way into settled, sustainable and secure housing.”