Digital Inclusion in Social Housing

In today’s increasingly digital world, the importance of digital inclusion cannot be overstated, especially in social housing. With approximately 4 million adults in the UK living offline, the digital divide poses significant challenges for tenants who may struggle to access essential services and community resources.

But we can’t just expect technology alone to improve services. Cultural change is equally – if not more – important to successfully implementing new technology.

Read on, as I explore how we can enhance digital communication in social housing, while balancing innovation with the diverse needs of tenants.

Understanding digital inclusion

Digital inclusion refers to the ability of individuals to access and effectively use digital technologies. In social housing, this means ensuring that all tenants have the tools, skills and opportunities to engage with digital platforms.

The benefits are clear: improved access to information, services and community engagement can empower tenants and foster a sense of belonging.

The current landscape

Despite the benefits, many tenants face barriers to digital inclusion. These include:

• Lack of access: Many social housing tenants do not have reliable internet access or devices.
• Digital literacy: Varying levels of comfort and proficiency with technology can hinder effective communication.
• Diverse needs: Tenants come from different backgrounds, with unique challenges related to age, language and socioeconomic status.
• Quality of digital offerings: There are also often barriers to success even where a tenant is ‘digitally savvy.’ Where the digital offering from landlords is poor, often due to the technology itself, processes or the data displayed to tenants – resulting in tenants reverting to other methods of communication

Strategies for enhancing digital communication

• Tailored training programs – To bridge the digital divide, housing providers can implement tailored training programs. Workshops can be designed to improve digital literacy across different age groups and skill levels. Peer-to-peer learning, where tech-savvy tenants assist others, can create a supportive community atmosphere.
• User-friendly platforms – Developing intuitive communication platforms is crucial. These platforms should cater to all users, including those with disabilities. Additionally, offering multilingual support can help accommodate diverse communities, ensuring everyone can participate. Read how Liberty Converse lets you empower tenants on their choice of channel.
• Community engagement initiatives – Organising community events that promote digital skills can foster engagement. These events can provide access to technology and create opportunities for tenants to learn from one another. Establishing feedback loops where tenants can voice their needs and experiences regarding digital tools is also essential.
• Understanding expectations – so often now we engage digitally, services like online banking, GP services, retail etc. Suppliers and organisations need to provide solutions which meet the increasing expectations of tenants, delivering services in line with how other services are accessed – and to the same level of quality. A true digital offering!

Balancing innovation with accessibility

While innovative solutions like mobile apps and chatbots can enhance communication, it’s vital to ensure these tools are accessible. Success stories within the sector come when organisations that have effectively integrated digital solutions have also considered tenant diversity can serve as valuable examples.

The role of technology – achieving success

In my time working in the sector, I have seen organisations go live with new technology, only for certain ‘benefits’ not to be realised. Technology alone can’t improve services. Success depends on being underpinned by cultural change.

Great examples of success include when organisations effectively communicate upcoming change with tenants and run training events/workshops as part of their project. Early engagement is key. By involving tenants in mapping out those ideal journeys, you’re better able to incorporate digital-first design in the solutions- along with providing ongoing support to allow tenants to familiarise themselves with the technology.  The results will speak for themselves – seeing far greater take up, increased engagement and satisfaction among residents – enabling the organisation to realise the true benefits of the new solution.

It’s not just about tech

Enhancing digital communication in social housing is not just about technology; it’s about fostering an inclusive community where all tenants can thrive. By advocating for digital inclusion, we can bridge the digital divide and empower residents to engage fully in their communities. However, as a sector we need to live and breathe digital if a success is to be made of delivering truly digital services.

About Andrew Buckles, Waterstons

Andrew is a housing sector specialist who supports social housing providers to navigate an ever-changing technology landscape – with a passion for empowering organisations to maximise investment and deliver social value through better use of technology.