Digital support for at risk LGBTQ+ young people

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The context

Research suggests LGBTQ+ people are disproportionately likely to experience homelessness. We don’t have accurate data in Scotland on rates of homelessness in this regard; sexual orientation and gender identity data are neither routinely collected by local authorities nor reflected in national statistics. Only a handful of the initial round of Rapid Rehousing Transition Plans (RRTPs) referenced LGBTQ+ groups.

Research from UK charity akt and LGBT Youth Scotland indicate young LGBTQ+ people are over-represented in the homeless population, and more likely to experience domestic abuse. They describe the many barriers people face when interacting with housing/homelessness services, including for basic advice on rights or options. This suggests prevention activity for LGBTQ+ people is under-explored and inadequate. akt’s digital casework service gives some clear pointers on how to improve this.

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The intervention

akt was set up in Manchester, over 30 years ago, specifically to support and advocate for LGBTQ+ young people who are homeless or at risk of homelessness. akt now has services in London, Newcastle and Bristol, but its online chat service is available UK-wide. During the pandemic, akt noted a rise in referrals from LGBTQ+ homeless or at risk young people. Their live online chat was inundated with messages from people needing support, as well as professionals, friends, family members and allies seeking advice.

Unable to meet face to face with people during the lockdown, akt stepped up its online services with funding from the Emmanuel Kaye Foundation. For the first time, akt started to offer a full casework service remotely. This meant, also for the first time, akt could provide individual advice and support to young LGBTQ+ people around the UK, rather than just in its four physical sites.

Each young person can choose whether they want to interact by ‘phone, email or video call. akt’s digital caseworker completes a holistic needs assessment, creates a support plan, agrees on actions and focuses on linking the person into local services, including homelessness/housing agencies, support organisations and LGBTQ+ groups. The role includes advocacy, mentoring, housing search and advice on rights.

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The outcome

In its initial eight months, akt’s digital caseworker supported 70 young people around the UK, as well as providing information, advice and guidance to over 350 young people through live chat. Whilst many of the individuals supported were already homeless, the digital caseworker recorded a homelessness prevention outcome for 14 people.

Many more were linked in with other forms of support which can contribute to stabilising or resolving a housing situation before a homelessness crisis. 19 young people secured long-term housing, 23 accessed social care services, 15 connected with LGBTQ+ groups and 18 linked in with local support, including for domestic abuse, mental health, finances, education, work and immigration. A second digital caseworker has now been appointed, as the experience has shown akt can offer young people the same level of support as those in their four cities - something they wouldn’t have had access to pre-COVID.

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Key insights

• a digital advice, support or mentoring service with a range of options on how to engage can reach people who may not feel comfortable accessing mainstream face-to-face services
• clear, visual cues, inclusive language and information on specialist support can help LGBTQ+ people feel more welcome and comfortable coming forward to use housing services before crisis point
• sensitive equalities monitoring in respect of people using homelessness services can help agencies track whether policies designed to promote inclusion, and ultimately prevention, are having impact

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Find out more…

Lara Datta, Digital Services Manager, akt
lara.datta@akt.org.uk