In mid-August, we sat down with a focus group of 6 individuals who have used our services to ask about their experiences of homelessness both with and without the support of KCAH. We wanted to capture the entire spectrum of their experiences to understand what works, where we fall short, and what the wider public would benefit from understanding the reality of a housing crisis.

There were 6 questions and here is what they told us.

One participant admitted they were initially intimidated by the massive church building next door, fearing a deeply religious environment.

Another recalled arriving feeling completely hopeless, lost, and unable to see a future.

However, the consensus was that once they interacted with our staff, the atmosphere shifted.

One individual noted that KCAH felt much more homely than other charities, specifically praising the stability and longevity of the staff, meaning they did not have to endlessly repeat the story of their trauma.

Another service user shared that when they staying at the Winter Night Shelter, they were surprised the offer was completely free, providing food, a yoga mat and a sleeping bag, importantly noting they were treated like a family member.

For one gentleman who had been living in parks for months, the intervention was life-saving; he stated that if it were not for KCAH, he would not be alive.

“When I came here, I was just lost. I was at the end of the tunnel. You know, I was really down. And there’s been a massive improvement… in my own mind, if I never had you, I wouldn’t be here now. And that’s true.”

The immediate offer of food was universally praised. One participant highlighted how critical it is to have immediate snacks available in the foyer, explaining that arriving starving and highly stressed means a simple snack can instantly shift a desperate mindset.

Others fondly remembered specific food offerings, and preferred the KCAH food service over larger, overwhelming food banks.

The staff and volunteers were also highlighted for their patience and dedication.

One user praised the team for their patience regarding his alcohol use. Another commended the Access project for providing him with a bicycle, lights, and a helmet.

However, a key area for improvement was in longer term communication; one participant noted that he is often unsure what support is actually available (“How can I help you?”, “Yes, how CAN you help me?”), meaning he does not always know what to ask for, identifying the need for greater clarity around the specific offering for each service.

“You walk through the door and there’s a snack there. Oh, my God… that was really, it helped. And remember… I’m walking through the door thinking this is not going to amount to anything. And immediately there is something. So it’s like, I’m glad I came.”

For some, the primary hurdle was a sudden health crisis. One man explained that he had worked since he was 15 and had savings but lost his housing due to a cascade of severe health issues, including cancer.

Another individual faced immediate street homelessness when their unroadworthy vehicle, which they had planned to live in, was seized.

Mental health and trauma were also significant factors.

One participant shared that childhood instability and constant moves had left her mentally exhausted.

Two other group members cited alcohol as their biggest hurdle. One used alcohol to self-medicate following a violent attack and the death of his parents. Another drank out of frustration over housing delays, which subsequently caused him to lose further housing opportunities, though he acknowledged KCAH’s continuing patience and support.

“Because I wasn’t getting housing, I was getting drunk. And then when opportunities came up, they were like, ‘You’re not ready.'”

A major theme was tackling boredom and isolation, which often trigger relapse or low mood. One participant explained that constant clinical appointments can lead to fatigue, suggesting that KCAH facilitate more non-clinical, active workshops, gym access, or creative activities to give people positive routines and “dry” social interaction.

Other suggestions included looking into sliding-scale bridging accommodation for people holding down freelance work, providing physical printed resource maps for low-cost hostels, and softening the foyer entrance with a welcoming visual screen to outline available help.

“I need something to just distract, a reason to get out of the house as well… I was talking about maybe doing like drama classes or something like that… workshops basically… a lot of my friends, they just drink, so I need to hang out in a scenario where they don’t drink.”

One individual explained that his situation was a “house of cards”, reminding the public that anyone can have a career and money before losing it all to a sudden crisis.

Another pointed out that the public only sees the cliché of a drunk person on the street, entirely missing the severe trauma or catastrophic circumstances that led them to that point.

It was also noted that many people experiencing homelessness in Kingston start sober but fall into substance use simply because of boredom, opportunity, peer pressure in shelters and a lack of immediate support.

One participant highlighted a massive structural disadvantage: government organisations prioritise families with children, leaving single adults without dependents with far less support.

“If you come to me back in the day, or what, seven years ago, and said, ‘Next year you’ll be sitting outside the shop begging for money.’ I’d have said, ‘Shut up.’… I had a lot of money, holidays. And all of a sudden you end up with nothing.”

The responses to the name were mixed but highly insightful.

One person felt the name “Kingston Churches” acts as a barrier that likely deters non-Christians from seeking help, while an atheist participant admitted he was initially worried the charity would try to baptise him. Another group member, despite being a Christian, did not, at first, realise that KCAH’s history is tightly woven with church organisations.

One participant argued that keeping “Churches” in the name is beneficial because the public recognises the power and influence of the church, giving the charity potentially more weight than a generic name may provide.

In practice, it was noted, that religious affiliation does not seem to be an issue day-to-day.

One individual pointed out that Muslim people use the service without feeling intimidated or pressured.

“I don’t really think there is an issue with it associated with being a church. I understand why people might see it as a problem, but I’ve seen like even Muslim people come in here and they don’t feel intimidated or turned away. So I feel like it being a church organisation doesn’t change anything.”

These insights are invaluable. The confirmation that the actions of the organisation align with the values of the charity was highly affirming. Reminding us that immediate, practical kindness is just as vital as long-term housing strategy.

With clear suggestions for improvements to the office and the services, we are already looking at how to implement this feedback to ensure KCAH remains the safety net that single adults in Kingston need.