Much of the research pertaining to experiences of homelessness reports pervasive experiences of social isolation and loneliness. Whilst data from the UK is limited, in a 2015 study of 421 people who had been homeless in the USA, 90% described themselves as socially isolated. Loneliness and isolation are known to have far reaching consequences for the mental health and wellbeing of individuals. For those who have experienced homelessness, it could mean a complete lack of support and guidance to sustain a tenancy, and eventually lead to them re-entering the cycle of homelessness.

This is why we have been evaluating the impact of providing people with experience of homelessness with flexible, volunteer-led one-to-one support, called Citadel. We’ve done this through a randomised controlled trial hosted in five different local areas in England. In each of the areas, those who signed up to the trial were randomised to either receive personalised support from a volunteer or not (all participants, whether or not they received the intervention, continued to receive their pre-existing support services). A series of three participant surveys, conducted at the beginning, midpoint and end of the intervention, seeks to track the impact of Citadel support on rates of repeat homelessness.

The Citadel trial is due to end in December this year, and we are currently in the process of gathering the endpoint surveys - this data, and the other evidence we have collected will be used by our evaluation partner to assess the impact of the intervention.

The model of support delivered by the five partners in the Citadel trial was initially developed by Housing Justice in Wales. Staff at Housing Justice had observed that many of their clients lost their tenancies between 4 and 6 months, after statutory tenancy support services had ceased (usually around 3 months). The Citadel model leverages the large number of volunteers across the country who want to do something to end homelessness.

Volunteers are provided with extensive training, recognising that this is a more involved volunteer role than working in a foodbank or in a night shelter, before being matched with a participant who has recently moved into long term housing after experiencing homelessness. Volunteers must be able to commit to providing regular, long term support - with the nature of that support entirely led by the requirements of the participant.

Connecting people in their community

Since the start of the Citadel trial, volunteers have helped participants find affordable furniture, move house and even liaise with landlords to resolve issues around rent arrears and prevent eviction. For others, the support has been less practical and more emotional, with one participant reporting that their relationship with their volunteer gave them a ‘reason to get up and do something’. Volunteers also aim to help participants connect with people in their community to ensure that even when the match finishes, the participant remains less isolated.

The feedback we have received from participants in Citadel has been fantastic. One participant reported that they ‘finally had someone in their corner’, whilst another fed back that their volunteer went ‘far beyond the call of duty’. Many participants have reported that their volunteer is helping them to apply for jobs; with work being one of the biggest protective factors against homelessness this is of immense value.

The Citadel trial has not been without its challenges. Whilst we were overwhelmed with the number of volunteers recruited in each of the regions, we did struggle somewhat to recruit participants. There are a number of potential reasons this may have been the case. As delivery of Citadel is continuing in Bristol, Hastings and south east London outside of the trial, we are excited to see delivery partners overcome these challenges.

The Citadel model provides relational support, built upon trust and understanding between two people. Participants in Citadel have described the support they received as ‘life changing’, and something they ‘would not have managed without’. For many of our participants, support from their Citadel volunteer has helped them to keep moving forwards during one of the most challenging times in their lives.

The Citadel Trial is part of the Centre for Homelessness Impact's Test and Learn programme; trials and evaluations to test ways to reduce homelessness, end rough sleeping, and map the homelessness system. The Citadel evaluation is due to be published in late 2026.

• Jessica Walker is Programme Lead at the Centre for Homelessness Impact

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