For refugees settling in the UK, the traumas of fleeing unsafe environs, treacherous journeys, family separation and waiting for a decision is only the beginning of a long and difficult process towards integration. The news that an asylum claim has been approved represents a real turning point in people’s journey. This decision means people are no longer in a position of temporary statelessness; they are able to access mainstream systems for health and education, housing and are eligible to work.
However, the issue remains that though these systems are available for people to access, it is not made easy, and for many, once their claims have been processed and they are no longer residing in temporary accommodation, they are left to figure it all out for themselves.
What Actually is ‘Signposting’?
Signposting simply means pointing someone in the right direction to find appropriate help or support. In this context, it involves guiding people to services that can address specific issues they may be facing, such as providing information about local GP surgeries when someone moves to a new area. This practice is especially important for refugees, who may be unfamiliar with the systems and services in a new country.
For charities and organisations who work with refugees, signposting is critical as it ensures people receive advice from specialists rather than generalists. For example, while a job centre work coach may offer useful general guidance, they may not be qualified to advise on complex matters such as family reunion visas. Referring someone to a legal firm that specialises in this area helps ensure they receive accurate and appropriate support.
Where it Falls Short
In theory, signposting is an excellent tool to help people find relevant support. However, in many cases once people are shown where to look they’re not necessarily shown how to access the services.
Imagine arriving in a country where you don’t speak the language and don’t understand the health system. You’re given a list of websites showing how to register with a doctor…but it’s all in Chinese. Even though the information could help you, it’s useless if you can’t understand it.
At this stage, many of us might turn to online translation tools, but this isn’t always an option. Some languages aren’t supported, translations can be inaccurate, and poor translations are especially risky when completing medical forms. For others, digital access itself is a barrier. Many people who have just arrived in the UK will have no computer, no internet access, and may have never even used a computer before.
Even accessing a paper version can be difficult for many refugees. While many will struggle with limited English skills, there’s also a significant proportion of refugees with limited literacy skills in their native language. UNESCO’s 2022 report reveals that only 60% of adult refugees are literate, significantly below the global average of 86.3%. Afghanistan, for example, one of the top nationalities claiming asylum in the UK, has an average literacy rate of only 37, compared to 99% for the UK.
All of these barriers mount, and turn what for many would be a simple task, into something completely inaccessible. For certain people this results in a failure to access even the most basic support, and far too many slip through the system.
Real Life Examples
Let’s look at a real-life example of an Eritrean refugee I recently worked with, whom I’ll call Dawit.
I worked with Dawit as both an English teacher and a mentor. When he arrived, he was unable to concentrate in class and was clearly in pain. With the help of other Tigrinya speakers and basic translation tools, we discovered he had been suffering from severe ear pain for over a year. Although he knew where his local GP was, he could not register online due to limited English and IT skills.
We helped him register, which in itself can prove tricky as it requires detailed personal medical information which does not always translate easily. After helping him register, we attempted to book an appointment, which required completing another lengthy online medical form. Once submitted, Dawit had to wait for a phone call to confirm the appointment. When the call came, he could not understand it. While the NHS provides interpreters for appointments, they are rarely available at the booking stage, and if communication fails here, you have to start the process again.
This cycle continued for a number of weeks and Dawit’s pain was worsening. In the end, I wrote him a note on a piece of paper, explaining his situation and sent him to the Walk in Centre so that he could get direct and immediate care. Thankfully, Dawit was able to be seen here and received a course of antibiotics. However, they proved ineffective and we were back to square one so we repeated the process.
I worked with Dawit for 3 months and it was only towards the end of our time together that he got a proper appointment where he could be referred to a specialist if necessary.
This experience reflects a wider pattern; people are often signposted to services without support to access them. As a result, many fall through the gaps and never receive help.
In my work I have seen this countless times, with results of varying degrees of severity. It brings to mind the Kuwaiti man left with severe tremors after torture in his home country who could not complete GP registration online, and did not have the English skills to phone first thing in the morning. Or with the Ethiopian woman who could not read or write English and whose native language was so rare it was not available on translation platforms, who came to me five months pregnant without a GP.
Why it Matters
Signposting is an invaluable tool in helping people settle in a new country by directing them to relevant services. However, without proper follow-up support, it can be ineffective. Recognising the gaps in this system is essential, particularly when interpreting data on service use. Understanding where people fall through the cracks helps reveal the challenges refugees face and highlights where services need to improve. By recognising these gaps in the system and the struggles faced by people as a result, we can approach individuals with more compassion and empathy. It helps us to understand that for many, the struggle doesn’t stop, the challenges just change.
