Purpose
To explore integration and complexity through the evaluation of a case study service which supports multiply excluded homeless people.
Design/methodology/approach
A mixed methods theory based evaluation. Data gathering included semi-structured interviews with external stakeholders, analysis of referral and outcome data, focus groups with frontline staff members and managers, and interviews with people living in the service.
Findings
The service was highly rated by its stakeholders due to its ability to meet the immediate needs of many individuals and to facilitate access and engagement with community and specialist resources. However not every individual responded to the support that was an offer, and a number were unable to access the service due to the nature of their needs or a lack of capacity in the service. Whilst the service was able to engage community and specialist services this often appeared to be within the parameters set by these services rather than flexibly around the needs of the individual.
Research limitations/implications
The research is based in one case study service and findings may not be transferable to different local contexts and providers. The findings are though consistent with previous studies. Practical implications It is possible for commissioners to intervene in the complexities that multiply excluded homeless people experiences through the introduction of a new service. However this is unlikely to address all of the gaps and fragmentation that people in these circumstances face. It is therefore important that partners are sensitive to such limitations and have a shared willingness to respond to continuing gaps and shortfalls.
Originality/value
The paper contributes to the evidence base of support models for multiple excluded homeless people and the factors that can enable a housing support service to respond to such needs. It also provides comment on the relevance of the concept of complex adaptive systems to the study of integration.