England second national lockdown: services update

As in the first national lockdown, The Passage is working hard to help people off the streets so they can be safe and secure and able to self-isolate if they need to. In addition to keeping our accommodation services safe and secure for all our residents, our day services are also continuing to provide assistance to those on the streets. This work includes (using voluntary income donations), securing hotel rooms for the 4 week duration of the November lockdown, placing clients who are currently using our services into these rooms where they have access to showers and toilets and providing regular check ups.

Staff at The Passage are providing a laundry and hot food service for clients in hotels and case workers will be making regular healthcare visits. The hotel rooms are for clients we are currently working with, and we are busy working to get them move on accommodation. New clients will be assessed by our Rough Sleeping team who will provide them with a suitable plan moving forward. This might involve offering a reconnection, signposting or referral to our local Outreach team. Our health team will also assess clients and offer any treatment or intervention that might be required. We have also fed into a Westminster City Council list of very vulnerable clients that need to be accommodated.

We are also operating our Resource Centre services for rough sleepers. Please see further information on this and hours below:    


Rough sleeping team service

Opening hours: Monday – Friday 11 a.m. until 3 p.m.

  • Our Rough sleeping team will be operating from the Resource Centre throughout the second lockdown period.
  • This means that our Rough sleeping client reception will remain open to individuals in need of support, particularly for those with no access to technology or with little or no English. There will be access to Language Line for translation purposes, and computers.
  • Appointments will no longer be required, however to ensure safe practice we will monitor and control clients coming into reception to avoid an influx of people trying to present at any one time.
  • Assessments, food and referrals will be provided
  • Clients who have been moved into accommodation but are reliant on our services for other forms of support, will still receive assistance via daily welfare checks via telephone or zoom.


Housing solutions service

Opening hours:

Monday – 11 a.m. until 3 p.m.

Tuesday – 11 a.m. until 3 p.m.

Wednesday – 11 a.m. until 3 p.m.

Thursday – 1 p.m. until 3 p.m.

Friday – 11 a.m. until 3 p.m.

  • Our Housing solutions service will also continue to operate from the Resource Centre throughout the second lockdown period.
  • The Housing solutions reception will be open to clients as per the opening hours outlined above.
  • Individuals will no longer need appointments to attend, but numbers will be monitored and controlled in line with safety measures.
  • Access to computers will be provided to support completion of housing applications


Medical services

The Passage Health team

Hours of service: Monday – Friday 11 a.m. until 3 p.m.

  • Our nurses will continue to treat rough sleepers in need of medical attention within our dedicated medical suite at the Resource Centre.
  • We are also currently working with the Homeless Health Team to develop a new health service for clients.
  • Our Homeopath will also be delivering an in reach and outreach service for clients.


Outreach service

The Passage’s Community Engagement Team will also continue to provide their outreach services, accompanied by the Health team, and The Passage, as a founding member of the wider Westminster Homelessness Partnership (WHP) will be having weekly coms meetings with other WHP members (St Mungo’s, Connections at St Martin’s, West London Mission and Westminster City Council) to ensure a joined up approach for all Westminster provision.


Private Rented Sector team

The PRS team will continue to take referrals and will be facilitating viewings both physically and remotely, ensuring that move ons can continue during this period. They will continue to providestarter packs for clients that they move into accommodation, to make sure that they have all the necessary living essentials.


Employment services

Our employment support services will continue to run by offering services for clients in hotels as well as those who remain on the street.