Case Study: The Salvation Army achieves a more people-focused homelessness service with Impact International

The Salvation Army - Customer Case Study

The Salvation Army, an international charitable organisation, wanted to transform its homelessness hostels into complete social service centres that deliver more people-focused, life-changing support. To help define the change needed, they worked with Impact International, specifically its Impact Beyond team, to clarify the culture and team performance required to better serve homeless people in the UK.

Impact International began with on-site research, including interviews with staff, managers, and service users, then designed a two-day facilitated intervention for the management and project team. The programme helped the team agree on their purpose, define desired behaviours, and commit to action, followed by a workplace follow-up session to reinforce progress. Within one month, the hostel was delivering a higher quality of service, had introduced changes to its culture and appearance, established an agreed code of conduct, and raised its profile and support in the local community.

The Salvation Army