WAYfinder: A new direction in ethical commissioning for Homelessness Services

Glasgow City Health and Social Care Partnership (HSCP) launched an innovative homelessness outreach initiative called WAYfinder on 7 August, 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 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.”

WAYfinder stands as a testament to what can be achieved when services are designed with – not just for – those they aim to support. It’s a bold step forward in ethical commissioning, rooted in empathy, collaboration and lived experience.

Glasgow City HSCP thanks Homeless Network Scotland and the Associates from the Glasgow Homelessness Involvement Feedback Team for their work in developing the new service. We look forward to working with the WAYfinder providers: The Salvation Army, Simon Community Scotland, Turning Point Scotland and Wheatley Care to help people find their way into settled, sustainable and secure housing.

Referrals to WAYfinder can be made through Community Homeless Teams, Prison Casework, Asylum and Refugee Service, Glasgow and Partners Emergency Social Work Service (GPESWS-Out of Hours service) and the Housing First Team.