People experiencing homelessness are often digitally excluded, facing multiple barriers to getting online and using online services. Providence Row, a homelessness specialist provider based in Tower Hamlets, is one of the grassroots hubs leading the way on tackling the issue on the ground. In this blog, Tom Hill shares some insights with us.

The impact of digital exclusion on homelessness

Access to technology is not just a luxury; it’s a necessity. As more services move online, digital exclusion becomes even more problematic. Many essential services, from booking healthcare appointments, applying for financial support like Universal Credit and finding work have moved online.

Without internet access, people are unable to access these vital services, secure work and may miss important updates, such as: housing, benefits and medical appointments; severe weather warnings; the opening of new community resources; and changes to Government policies, that could help support them out of homelessness and into stable accommodation. 

Digital platforms also offer a lifeline for social connections. In the absence of these digital resources, people can become isolated from family, friends and support networks, severely affecting their mental health and wellbeing. 

Without data, digital skills or a device, people experiencing homelessness could be prevented from using and engaging with critical resources, making it even more difficult to navigate their daily lives and compounding the challenges already faced, such as substance and alcohol use, physical health problems and mental health conditions. 

St. Mungos ‘Ending Homelessness. Rebuilding Lives’ 2024-2030 strategy found that many people affected by homelessness have low levels of literacy, numeracy and/or digital skills, creating another barrier to accessing the online world. 

Research from Good Things Foundation shows that people experiencing homelessness – particularly people who sleep rough and/or have multiple needs – are often socially and digitally excluded and require specialist support to help them access all the benefits the internet has to offer.

How Providence Row is empowering others through digital access

The pandemic and the beginning of the cost of living crisis had a significant impact on those we support. In 2023, we saw a noticeable increase in demand for our services. 

Providence Row has been supporting people affected by homelessness since 1860 and we’re also a member of the National Digital Inclusion Network. 

We use Good Things Foundation’s data, devices and digital skills support services – the National Databank, National Device Bank and Learn My Way – their free online digital skills platform.

This digital support continues to be instrumental in helping people overcome barriers to engaging with digital services, improve their opportunities, and wellbeing.

By baking these skills into our existing support programmes, we ensure people aren’t left behind in an increasingly digital world.

Some of our other programmes include:

• Getting people into work: We give people digital skills for job searches, applications and remote learning, training and employment opportunities
• Supporting people to access essential services: Helping them apply for Universal Credit, book healthcare appointments, and manage housing applications online
• Creating support networks so people can reconnect with family, friends, organisations providing CV writing and interview technique practice, and, mental health professionals

Empowering people experiencing homelessness with digital skills and providing access to technology helps many of the thousands of vulnerable people we see each year back into society. 

Mark* first approached us to use our showers, have a hot meal and access support to get off the streets after sleeping rough for around seven months.

He was referred to our Employability and Progression team and soon started accessing Learn My Way (and other employability support on offer), as he was keen to develop new skills to help secure a job to help improve his situation. 

A progression coach at Providence Row said: “Mark scored high marks and impressed us all with the speed, attitude and progress made during his involvement on Learn My Way and our 10-week Catering Trainee Scheme through which he also gained a Level 2 Food Hygiene Certificate. Mark now has several qualifications and his photo has been framed and enjoys pride of place in our IT Room. He has been an inspiration to all those that work with him”. 

He went on to complete his CSCS Card (to help access jobs on construction sites) with us and obtained several interviews with construction firms. When we last spoke to him, he was also looking for further help with updating his CV and searching for jobs.

Mark is just one of the many people in need who would be left behind without the support of Good Things Foundation. 

Together we are empowering people to get off – and stay off – the streets. 

To learn more about how you can help your community get online with free data, devices and skills, visit https://www.goodthingsfoundation.org/our-services. 

*Name changed for anonymity