Waltham Forest wanted support to design the service model to be used at its Families and Homes Hub, a building set to open in 2024. The Council wanted the Hub to serve as a space where residents who experience a communication challenge or disability, are particularly vulnerable or have more complex issues could be supported face-to-face. This meant that customer-facing teams delivering housing, care and family support services could be co-located and work more closely together. The Council’s existing face-to-face offer, including through its 8 libraries, could be also supplemented and enhanced by the service model offered through the Hub.
Our approach involved: