needs and long-term stability, from housing, benefits and healthcare access to recovery planning and wellbeing support. Just as importantly, staff often act as advocates, helping people navigate systems that can feel confusing, inflexible or punitive. As Susan explained after finding the service after trying for many years to navigate the complexities of the healthcare system:‘ Mental health isn’ t something that just goes away. But I feel better knowing I’ ve got someone in my corner. Someone who listens and pushes to get answers.’
BUILDING BRIDGES This learning has also shaped wider partnerships. A recent pilot between Essex County Council, Phoenix Futures, Tesco and Open Road offers early intervention for people affected by substance use who come into contact with store security due to shoplifting. Rather than defaulting straight to criminal justice responses, people are offered access to specialist support that addresses the underlying causes of offending behaviour. It’ s a practical example of what can happen when organisations respond to vulnerability with intervention instead of punishment.
The same principles are also embedded within Phoenix Futures’ enhanced support and access team( ESAT), which works with people from Gypsy, Roma and Traveller communities who often face significant health inequalities and barriers to mainstream services.
Traditional models that rely heavily on assessments, referrals and formal appointments can reinforce exclusion, particularly where trust has been damaged by previous discrimination or poor experiences of services. ESAT instead delivers outreach in environments where people feel comfortable, building relationships over time and offering practical support with everything from identification and housing to healthcare access.
As one person from the Gypsy, Roma and Traveller community who had been struggling with their drinking prior to accessing our support explained:‘ I’ ve been really happy with the support. I wouldn’ t have known how to do any of this without her help. She’ s helped me get my birth certificate, benefits, ID, my first bank account and is supporting me with housing. She’ s convinced me to see a GP – I hate needles – and is taking me to alcohol support classes. She’ s even going to teach me how to cook, and I’ m going to teach her to cook coddle.’
People facing the most complex challenges rarely fit into neat systems or short funding cycles. If we want better outcomes, services must be designed around people’ s realities and not organisational convenience.
The evidence is clear – relational, flexible and persistent support works for people facing multiple disadvantage. The bigger challenge is whether systems are willing to adapt. As public services face growing pressure, there’ s a danger of becoming more risk-averse, more fragmented and more focused on quick outcomes. But people facing the most complex challenges rarely fit into neat systems or short funding cycles. If we want better outcomes, services must be designed around people’ s realities and not organisational convenience.
For the people who have spent years being turned away, that shift could make all the difference.
Melanie Pellicci is head of operations, Essex, at Phoenix Futures
DDN
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JUNE 2026 • DRINK AND DRUGS NEWS • 21