Kasturi, our PR intern, recently joined the Housing Digital Micro-Conference, ‘Digital Inclusion – Addressing Digital Inequality in Social Housing’. Speakers from Wythenshawe Housing Group, North Star Housing and DASH shared insights on what housing providers can do to better support residents who may be digitally excluded. Here are Kasturi’s key takeaways from the session.
What digital exclusion really looks like
Digital exclusion goes far beyond a patchy Wi-Fi connection or not owning a smartphone. For many people, especially those in social housing, it means being cut off from essential services, struggling to access support or even missing out on opportunities to connect with others.
Sean Lawless from North Star Housing shared some powerful statistics. Between 13 and 19 million people in the UK over the age of 16 are digitally excluded in some way. In certain regions, like the North East, the problem is especially profound. For housing providers, this is about more than customer experience. It’s about making sure residents are not left behind.
Practical solutions from the sector
Sean shared how North Star is making steady progress. From building partnerships with universities and local charities to setting up community hubs and offering staff training through platforms like Digital Wings, North Star’s approach focuses on long-term support. Crucially, residents are given the choice, not a requirement, to access services digitally.
Nick Horne from Wythenshawe Housing Group added another important layer. He spoke about the need to embed digital inclusion in day-to-day work, not just treat it as a one-off campaign. His advice was clear: define what digital inclusion means to your organisation, give someone ownership of it and keep it on the agenda.
Where technology fits in
Peter Lunio from DASH discussed the digital tools and AI insights. He explained how voice assistants, real-time translation tools and mesh Wi-Fi systems can genuinely improve services, however he was quick to point out that without the right training and leadership, these tools will never reach their full potential. The technology needs to be thoughtful, accessible and backed by people who know how to use it well.
The bigger picture
The takeaway from the session was simple. Digital inclusion is not just about tech. It is about choice, independence and fairness. From helping someone apply for a job to making it easier for a resident to report a repair, the digital experience should be as inclusive and empowering as an in-person one.
There is still work to do, but the message from the session was hopeful. With the right investment, partnerships and mindset, digital inclusion can become something that genuinely improves people’s lives.
Need help shaping your digital engagement strategy or supporting residents through change? Get in touch with us at hello@see-media.co.uk to see how we can help.
