welfare reform members good practice briefing digital inclusion · welfare reform – members good...

Welfare Reform – Members Good Practice Briefing Digital Inclusion


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Welcome to the Northern Housing Consortium’s (NHC) fourth in the series of welfare reform good practice briefing

for members. Through the work the NHC have been doing around welfare reform and measuring the impact across

the North, it is evident that housing providers and local authorities are all at very different stages in preparing for,

and responding to the changes as welfare reform unfolds.

The NHC will be producing a series of good practice briefings as the roll out of welfare reform continues to enable

members to share their innovative approaches that they are adopting to lessen the impact across their business

and tenants, and for members to share and learn from one another. These will include innovative examples of work

being done across the housing sector in the North around:

how organisations are communicating and raising awareness of the changes to their tenants and residents

– published in May

what approaches they are adopting to tackle financial inclusion – published in June

new ways of working around new and existing partnerships being formed and developed – Published in

August

helping residents and tenants get online and address issues around digital inclusion – this edition

tackling worklessness – October/November

areas of work being done to support children and young people and mitigating the impact around poverty

– November/December

approaches organisations are taking to identify impact on staff in dealing with the real life impact on

individuals and communities as a result of the welfare reform changes –December/January

As the sector learns the lessons from the Direct Payment Projects which are testing a range of different payment

triggers and levels of support for claimants, ahead of the introduction of Universal Credit, members have been

preparing for this through array of measures, some of which include raising awareness, supporting tenants and

communities to get online and addressing barriers.

Universal Credit which is part of the Government’s flagship welfare reform programme, will replace six existing

benefits into one, with a singly monthly payment paid direct to claimants who are out of work or on low incomes.

As this scheme rolls out across the country, claimants who will be entitled to universal credit will be invited to make

a claim, all claims will be encouraged to be made and managed online, some groups will be exempt from this, to

support the government’s digital by default strategy.

Millions of families are still not online, and sadly the great majority of those offline are living in social housing,

which is around 4.1 million people.


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Key Facts

Breakdown of the offline population in the UK living in social housing

9.5m people live in 4.1m homes

60% are economically inactive; 31% retired, 29% permanently sick/disabled, full-time students

or those looking after family or home (England)

44% of households have an annual income of less than £10,000 (England)

21% of 65+ year-olds live in social housing (England)

44% of single parents live in social housing (England)

Economic benefit in getting offline social housing residents online:

Social housing providers could save more than £340m per year by using more cost-effective

communications to their 9.5m residents

Those 4.1m offline adults in social housing could save £530m every year by paying bills and

shopping online

The estimated 245,000 children in social housing who lack home internet access could boost

future earnings by around £1.5bn

If just 3.5% of people offline and unemployed in social housing found a job by getting online, it

would deliver a net economic benefit of £217m. You are 25% more likely to find work online,

and then earn up to 10% more with digital skills.

If just 3.5% of people offline and in work got online and developed their ICT skills, it would

deliver around 750m of overall economic benefit

Local government could save around £360m per year by moving just one monthly

contact/transaction with the 4.1m offline adults online

Increased well-being and reduced isolation: 1m UK +65 year-olds in the UK don’t see a family,

friend or neighbour once a week; and 81% said computer literacy made them feel part of the

modern society

To download a full copy of the report citing these figures please go to:

http://www.housing-technology.com/dbd.php.

http://www.housing-technology.com/dbd.php


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A new team has been set up by the Government within the Cabinet Office – The Government Digital Service, tasked

with transforming government digital services. This team has been established in response to Martha Lane Fox’s

report, ‘Directgov 2010 and beyond: revolution not evolution’ its core purpose is to ensure the Government offers

world-class digital products that meet people’s needs. http://digital.cabinetoffice.gov.uk/

Go ON UK has also been established in tackling digital exclusion, which is a charity working with a group of

partners, with the aim to make the UK the world’s most digitally skilled nation. To date they have done some

excellent work across the Country and the North, working with individuals and organisations to help people get

online and learn basic skills. http://www.go-on.co.uk/

As we see the growth of smart phones and tablets, online services are becoming more popular than ever, digital

media offers huge benefit and opportunities to individuals, households and communities, including opening up

channels for wider communication and connecting people to places and services. Access to the internet can lead to

better education, employment opportunities, increasing financial literacy and overall improving health and

wellbeing, offering people more choice on the whole and improving social outcomes.

Housing providers are significant in playing a leading role in the campaign to provide their tenants and communities

with a digital footprint and provide these wider opportunities.

In addition, the gap between on and offline prices is only growing as more and more people move online and

competition grows. The cheapest energy tariffs, for example, are now exclusively online only deals and can save

households hundreds of pounds a year, in light of the pressures households and individuals are facing at present

with keeping afloat with household bills and food, having access to these cheaper deals and offers are vital.

The following good practice examples aim to showcase some of the approaches being adopted in tackling digital

exclusion and getting tenants and communities online, that is taking place across northern housing providers and

local partners to mitigate some of the impact of welfare reform on the individuals, families and communities in

their area. These are just a few examples that have been shared with the NHC, and we are aware that members

have been, and are continuously working hard to mitigate the impact on tenants and communities, in promoting

digital services.

http://www.cabinetoffice.gov.uk/resource-library/directgov-2010-and-beyond-revolution-not-evolution

http://digital.cabinetoffice.gov.uk/

http://www.go-on.co.uk/


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Berneslai Homes is an Arms Length Management Organisation (ALMO) responsible for managing homes

on behalf of Barnsley Metropolitan Borough Council, their 2012 STAR survey showed only 42% of their

tenants are on-line. With Welfare Reform and plans for a digital first approach for access to services - to

reduce costs and improve services – Berneslai Homes knew they had to do something to support those

who need it most but with little cash. So it was time to get creative!

In April 2012 a new post of Digital Inclusion Officer, was recruited, with just 6 laptops and a successful

bid for free mobile broadband from '3' Mobile via 10 USB dongles and a MiFi device they started their

Connecting Communities project.

The team made links to existing local projects, forged a partnership with 'Get IT Together Barnsley’

accessing their volunteer tutor network and worked with Digital Unite to use their fantastic IT user

guides.

Staff and community groups recruited people to taster sessions spreading the word about their 'Change

Your Life by Getting Online' campaign.

The Sessions addressed the barriers of motivation, lack of skills, confidence and cost that tenants face to

getting online. The project focussed on topics of interest like hobbies, sports, shopping, local history,

keeping in touch with friends and family!

Sessions were informal, friendly and FUN! Participants felt welcome and valued. These sessions lead to

short courses covering topics that help tenants make the most of the internet such as signing tenants up

for our collective utility switching scheme.

And their feedback has been great...

100% satisfaction

91% wanting to go on and learn more

They "enjoyed every minute", even those who had thought themselves "too thick to use a computer"!

So what has Berneslai Homes achieved to date?

Secured two BT 'Community Connection' awards to install wireless broadband in community

centres, providing tenants with free local access points

They are equipping their community centres and sheltered schemes with refurbished PCs

Promoting the 'Get Online @ Home' scheme which offers tenants the chance to buy affordable

PCs and laptops

Connected broadband in two more sheltered schemes, meaning six are now online

To date they have:

Held 40 events

Worked with over 250 tenants and residents


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Organised events as part of national initiatives, including Age UK's iTea and Biscuits week, Get

Online Week and Silver Surfers' week

Run an 'intergenerational' learning event with students from Barnsley College and members of

the Barnsley Federation of Tenants during which students showed tenants how to use Facebook

and promote their tenants groups!

And soon:

The 'Big Berneslai Bingo' where their two newly-connected schemes will have internet taster

sessions before linking up via Skype to take part in a joint game of bingo!

An Employee Volunteering Scheme focused on staff as digital outreach workers

More taster sessions and courses

A town centre 'digi' shop in partnership with a local IT business

'Road shows' with their Financial Inclusion staff to help tenants affected by welfare reform as well

as how to GET ONLINE!

Effective Digital Inclusion doesn't have to cost the world!

For further information please contact Dave Fullen, Director of Business and Customer Services,

Berneslai Homes [email protected]

mailto:[email protected]


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Digital Deal: Longford On-line

Golden Gates Housing Trust (GGHT) is a registered provider of social housing managing 8,700 homes in

Warrington. The aim of their Longford On-line project is to help tackle digital exclusion in Longford,

Warrington. The area is ranked within the 4% most deprived areas in the UK and its residents are

statistically less likely to have access to the Internet than the Warrington and national averages.

Delivered between September 2013 and May 2014, the project is worth over £100,000 and has been

part funded through the Digital Deal Challenge Fund. Longford On-line forms part of a major

regeneration project being led by GGHT, it aims to benefit over 1,200 of the Trust’s tenants and

residents.

The project will see GGHT install and manage a Wi-Fi network in Longford, providing free wireless

broadband to its tenants and low cost access to other local residents. Tenants who do not have their

own access device will be provided with a Digital Den Android mini-PC free of charge. This will turn their

existing TV sets, equipment they are already familiar with, into an Internet access device.

Once connected, residents will be introduced to the Internet and encouraged to make greater use of

this through the roll out of fun popular Internet activities and sites that are relevant to their daily lives. A

tailored, personalised approach will also be used to maximise interest. This will include providing

support in accessing the Trust’s on-line rewards scheme, energy advice and links to street based

competitions.

This project will have the following long term benefits for local residents:

Improved consumer choice, leading to increased household income;

Reduced isolation e.g. by encouraging elderly tenants to contact their relatives for free using

Skype;

Improved chances of securing employment;

Increased access to online training and education;

Improved motivation to participate in adult training and education;

Improved health awareness, and access to health treatments and health services.

The project will be delivered in partnership with local third sector organisation, colleges and businesses,

all of whom will help to contribute towards the overall support and delivery of the project.

Supporting our tenants in getting online and doing more online is a key objective of the Trust’s Digital

for All Strategy and forms a key part of our Universal Credit Pathfinder work. Longford On-line will

provide a baseline to expand as a sustainable and scalable model to the wider tenant base, funded by

the Trust’s financial savings from channel change and a model for re-charging local residents for Wi-Fi

access.

For further information please contact Peter Fitzhenry, Director of Housing Management, Golden

Gates Housing Trust, [email protected]



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The Gateshead Housing Company is a non-profit organisation responsible for the day-to-day

management of nearly 20,000 homes. The company has delivered a range of initiatives to increase

access, awareness and understanding of technology and internet usage.

Their 21,000 customers live in both rural and urban areas, which poses issues for digital inclusion in

terms of financial hardship and broadband availability.

Information from their customer-base highlights:

Around 50% do not have access to a computer or the internet

More than 8,000 tenants are over 60

3,400 are over 75.

At the same time information is increasingly being provided online before other mediums can hit –

namely at www.gatesheadhousing.co.uk, and on Facebook and Twitter.

Some of their initiatives to enhance online awareness and usage include:

Partnership with AGE UK

In partnership with Gateshead Council and AGE UK, the Gateshead Housing Company provided laptops,

internet access and training for sheltered residents in partnership with Age UK.

Training sessions were provided to 23 sheltered schemes. 280 hours of training were provided with 125

customers getting involved.

Outcomes of the training included:

Increased confidence and ability on internet searches, booking holidays and using YouTube.

Improved confidence in using the web in general, leading to one person identifying that they

were buying their own tablet

Enjoyment from sharing digital photography and using social network such as Facebook and

Skype to interact and stay in contact with family and friends.

Gained an understanding of internet fraud and gained confidence to use online services such as

internet banking.

The training was tailored to the individuals attending recognising that learners have different starting

abilities and different objectives

‘Social media made simple’ course

Courses to help customers understand and use social media as a method of engagement have been

held, and have covered setting up accounts, safety and privacy, a particular concern for our residents.

Four courses were held in 2012/13, as a result, tenants now follow national housing organisations on

Twitter, and some have Skype and Facebook accounts to interact with relatives abroad. The course was

also useful for those involved in tenants and residents groups to learn how to use social networking to

interact with their members and encourage people to take part in this local community.

http://www.gatesheadhousing.co.uk/


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Quotes from the course included:

‘excellent really helpful learnt so much’

‘excellent really enjoyed the course would recommend my friends to try this

course’

Providing support to Local community groups

Through their Community Fund, ICT equipment has been provided to local associations to support

customers delivering training to help people back into work.

The equipment has been used to search and apply for jobs and develop their CVs. Significantly, this

support is being provided by the communities themselves in the areas where it is needed.

Providing support to get best energy tariff

As part of gaining external funding for delivery of Energy Best Deal training through OfGem, tenants and

leaseholders have been gaining advice and information on ensuring that they are on the best energy

tariff. As part of this programme, attendees were given access to the internet in housing offices,

community centres and other local venues supported by our Involvement Team to access price

comparison sites. Total potential savings identified were over £2200 with one customer in particular

saved more than £150 a year.

Website review

This year the company website has been reviewed recognising that since it was put in place a number of

years ago, websites have moved on considerably and so has the way that people access the internet.

The new website has been developed with residents, taking into account the key areas that people

search for information on and accessibility of people using it. There are also versions available for tablet

or phone use, recognizing that a high proportion of our tenants now access the internet through their

mobile phones.

Following the launch of the website, the company are now due to run a series of IT drop in sessions in

local housing offices to help people navigate the new site and to demonstrate the range of services

which can be accessed online e.g. reporting a repair or anti-social behaviour, paying rent or signing up

to our free training courses.

Overall the organisation continues to implement a range of different approaches to tackle the issues

facing digital exclusion, whilst always having value for money in mind and targeting the approach to the

audience.

For further information please contact Louise Taylor, Investment & Diversity Manager, The Gateshead

Housing Company, [email protected]



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DIGITAL FUTURES

Progress Housing Group is committed to providing high quality housing and related services to

communities throughout the UK. The Group and its subsidiaries have individual boards of management

consisting of volunteers from the local community, tenants and local authority representatives.

The Group is committed to increasing the Digital Inclusion of its customers. Over the past few years, the

organisation has run a number of projects and initiatives for its customers, such Silver Surfers events

and a “Lets Get Digital Event” at the annual tenants’ conference. However, it was recognised that a

more intensive and co-ordinated approach was required, from this Digital Futures was established.

Digital Futures aims to increase the number of Progress Housing Group accessing online services, and

sustaining the use of online services, by addressing the three main barriers of digital exclusion: access,

skills and motivation. This project will ensure that customers receive the most effective services from

Progress Housing Group by accessing them digitally and provide efficiency savings to the organisation.

This project has been funded by the Department of Work and Pension’s Digital Deal and also by the

organisation’s internal Community Investment Fund.

Progress Housing Group is just one of just 12 housing providers nationally to receive Digital Deal

funding, a campaign run by the government aimed at encouraging more social housing tenants to

improve their skills and benefit from wider internet services. The project aims to get more tenants

online through the development of a number of tenant zones and a digital road show.

Starting in Penwortham on Monday 28 October, the Digital Futures bus will hit the road. The road show

will travel across our communities, including sheltered schemes and more isolated rural communities,

where there are lower numbers of tenants using the internet. The project will also provide a training

programme, creating a network of volunteer mentors who will support tenants in getting online and,

more importantly, staying online.

The Group recognises the increasing importance of web access and skills for their tenants, especially

with the introduction of ‘Universal Credit’ in October 2013 for new claimants. Digital Futures will

support customers to get access to online services, make savings on your household bills and link to

greater employment, education and training opportunities. Delivered in partnership with local partners,

the project will introduce hundreds of customers to the internet.

In additional to the digital inclusion project, Progress Housing Group is making substantial investment

into IT, including its website.

For further information please contact Kate Henderson, Senior Community Involvement Manager,

Progress Housing Group, [email protected]



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iNorthumberland - Social Housing Pilot

While developing Northumberland’s Local Broadband Plan, it was identified that 1 in 5 people across

the County have never used the internet. Within social housing it was reported that this figure rose to as

many as 50% of tenants being digitally excluded. This creates a number of disadvantages and barriers

such as:

Low education attainment

Fewer opportunities to seek Employment

Lack of confidence in using IT

Feelings of isolation

Paying more for goods and services

Exclusion from social and lifestyle benefits

There are a number of reasons for this including affordability, access and lack of confident IT skills. The

Digital Inclusion Social Housing Partnership was formed last May, made up of the following members -

ISOS, Homes for Northumberland, Berwick Borough Housing, Bernicia, Northumberland County Council

and Northumbria Healthcare.

The partnership agreed to undertake a pilot that will include 200 households from rural and urban

locations. The tenants will be provided with a refurbished PC, internet access alongside training &

support for a six month period. In return we will ask tenants to complete regular surveys and

questionnaires.

In addition to the partnership, Northumberland College will provide an on-going learning and support

programme. Durham University will undertake the research and evaluation; the results will be shared

next summer.

The partnership is at the stage of receiving applications from tenants. Successful tenants will be

informed in October and the roll out is planned for November 2012. The pilot study will end in June

2013.

The outcome of the pilot will help them to understand the impact of inclusions, use experience and

inform future social, housing and digital strategy. This supports the national government GO-ON

initiative to bring the benefits of the internet to every individual across the UK.

If you require any further information please contact:

Stephen Gray, Programme Director – Superfast Broadband [email protected] or

01670 620015

Rajendra Carter – Project Manager

[email protected] or 01670 624731




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The NHC would like to thank all those who have contributed to this briefing and would like to hear from members

around the work you are doing to mitigate some of the impact of welfare reform around the following areas for

future briefings:

Approaches to tackling worklessness

Work being done around poverty

Approaches organisations are adopting to identify impact on staff dealing with the real life impact on

individuals and communities.

For further information around the work NHC are doing on Welfare Reform and tackling digital exclusion, please

contact [email protected]

Members Market Place (MMP)

Members Market Place is a products, services, framework, good practice and general information directory

available to our members via our website to ensure they are able to source everything they need, when they

need it, in one place. NHC would encourage members to share their good work and learning with other

members and advertise their good practice on MMP.

For more information please visit www.northern-consortium.org.uk/membersmarketplace


http://www.northern-consortium.org.uk/membersmarketplace

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