Improving Lives Plymouth – Veterans and Families Hub

Launched by Improving Lives Plymouth (ILP) in 2019, the Veterans and Families Hub offers a ‘one stop shop’ for Veterans, family members, carers and community members with a connection to the Forces to access support and help them in their transition from military to civilian life.

The Hub offers social activities, peer support, mentoring and advice for Veterans, their families and carers. It provides a family-friendly community setting where Veterans are supported to overcome issues of isolation and loneliness and mental health issues. Every service user receives personalised support to help them access services that best meet their needs. ILP also work with a range of organisations across Plymouth to shape better pathways for Veterans and their families.

ILP have received funding through several Trust programmes in support of their work with Veterans, focussing on the Veterans and Families Hub. This includes a grant made through Sustaining Support programme in September 2022 which allowed them to sustain, enhance and develop the Hub’s services for rising numbers of users, and address an increased demand for mental health support following the Covid 19 pandemic.

Meeting a growing need for support

Since receiving their Sustaining Support award, the number of service users accessing to ILP’s service has significantly increased. In 2022-23 the Hub supported 4,175 people including 2,266 Veterans, 1,182 family members, 63 service families, 690 carers and other community members with a connection to the Armed Forces.

The service, which started as a drop-in lounge, has now evolved to working with the broader Veteran community across Plymouth. The Hub signposts additional support available for Veterans and their families in Plymouth. They have been able to complete benefit checks and help with applications, carers assessments for those in unpaid caring roles as well as make referrals into other services for support such as Op Courage, SSAFA and Battling On. They also work with other services to identify Veterans in isolation, and receive referrals from Project Nova, the Defence Medical Welfare Service (DMWS) and Battling On. They take a whole family/household approach rather than focusing solely on the individual service user.

With increased demand on mental health services and long waiting lists, ILP found a holistic approach works for many Veterans. If Veterans feel that they are being listened to and receiving good support in other areas, this can positively affect their wellbeing whilst they wait for specific mental health support. In addition, activity sessions have provided Veterans with a focus, and helped build confidence and promote peer support.

“They’ve [ILP] grown during COVID – from a nice little drop in place 3 years ago to become the ‘first go to’ place for Veterans in Plymouth”, Service user

Making a difference

“The Hub is having a big impact on Veterans lives now. They [ILP] are a big part of Plymouth.” Partner organisation

The Veterans and Family Hub produce a Personal Action Plan for each service user which provides insight into the impact of their work. This plan includes details of difficulties and issues that have been overcome and records the service user’s own perception of improvements in their self-confidence, self-esteem, mental health and wellbeing.

The impact of the Hub was also measured via a feedback survey completed by service users. Figures published in September 2023 showed that:

• 96% would definitely recommend the Hub
• 90% rated the support services available as good or excellent
• 93% rated the activities available as good, very good, or excellent
• 93% said the Hub had a good or excellent impact on their mental health and wellbeing
• 87% said that if the service did not exist it was unlikely that they would have been able to find similar support elsewhere

Service users described how the Hub offered them “something to look forward to” and helped them to widen their circle of support. Other service users described how the Hub has “added variety to my life”; “it’s keeping me active”, and “given me places to go without always relying on my family”.

“I’ve made friends here. As well as the Hub they’ve helped me find other groups that I go to… without their help I’d be lost.” Service user.

“Being with people rather than just sitting with myself. I feel part of a community.” Service user.

An evolving service

Service users were involved in co-designing the Hub. They are now co-delivering, using and evaluating the Hub. Veterans, their families, unpaid carers and other service users with a military connection have an equal role in how services are implemented. A number of service users have gone one to become volunteers. Many of the staff and volunteers supporting the Hub also come from a military background or have an understanding of military services.

Over the last 5 years the Hub has made the transition from a pilot project to a dedicated service. They have expanded their services delivery from a single venue to include a range of community venues increasing accessibility. They are also working with a range of new, non-military organisations to promote awareness of their work.

In addition to supporting service users in crisis, the Hub can also prevent problems from reaching crisis by encouraging people to ask for help sooner. This can reduce pressure on mainstream providers and services.

“Many service users would muddle through until they’d reached a crisis at home or been taken to hospital. This [the Hub] allows you to open up a conversation before crisis happens.” Partner organisation

Looking to the future

ILP continue to look at the future evolution of the Hub, considering factors such as:

• Who might future service users be
• What support might they need
• How has the Hub’s work highlighted gaps in support
• What provision may they need to offer in future

Since expanding their focus to include Veteran family members, carers and community members linked to the Forces, the Hub has supported an increasingly diverse number of service users. The Veteran profile at the Hub is changing, with increasing numbers of young people, people of working age, women and/or people from a military family coming to them for support. The service they provide continues to grow and adapt.

“The people they support are part of it so it’s always growing and developing. The staff, volunteers and people they support are the eyes and ears of the Veteran community and people know they can come to the Hub.” Partner

ILP have recently been awarded funding through the Reaching and Supporting Armed Forces Communities programme for a project focussed on supporting those who care for Veterans. This new project will offer a wrap-around, holistic service to ensure that families and unpaid carers of Veterans of all ages receive support and guidance. They will be offered opportunities to meet new people, learn new skills, access health and social care provision.