Understanding digital exclusion and homelessness

Being homeless means interacting with digital technology differently. It can mean having a lower level of access to services due to being digitally excluded.

 

But charities should make their services accessible to all. Charities can challenge the broken systems that have caused the housing emergency and digital exclusion, and they can support those impacted.

 

In this article, we explore Groundswell’s research on homelessness and digital exclusion, sharing what you need to know to better include those who are homeless.

 

 

Defining homelessness

 

Homelessness has several forms. Rough sleeping is the most visible form of homelessness and means sleeping outside or in places that aren’t designed for people to live in, including cars, doorways, and abandoned buildings.

 

Homelessness also includes people who are staying in temporary accommodation such as hostels or women’s refuges. It includes those who are “hidden” homeless and are dealing with their situation informally, for example sofa surfing or living in squats. And it includes those who are statutory homeless, meaning they are accepted as being owed support by their local council.

 

 

The role of technology when experiencing homelessness

 

People who are homeless often use technology to connect with their friends, families, and communities. Mat, a community reporter for Groundswell, shares: “For me the internet has been nothing but positive. I’ve got back in touch with old friends through social media and met a few new ones too.”

 

In a world where basic services such as healthcare involve using digital technology, it’s increasingly necessary to have access to a device, Wi-Fi connection, charging points, and the digital skills and confidence to access them.

 

Having the option to engage digitally with services can be helpful, for example for people who have social anxiety, find verbal communication challenging, or who are able to access healthcare more easily online because they have no fixed address.

 

According to Groundswell’s research, a third of people who are homeless use websites and apps to contact GPs, book appointments, and request repeat prescriptions, often finding this process easy and straightforward.

 

Others find digital communication a frustrating experience. Asynchronous communication is becoming more common, and this creates stress for those seeking reassurance from online interactions with services. Digital messaging and emailing are slower than in-person appointments or phone calls, meaning they can leave people feeling like they are stuck in the system or forgotten about.

 

As we will explore, experiencing homelessness can worsen digital exclusion, but there can also be other contributing factors, such as a general dislike of digital, a lack of desire to use it, a distrust of online systems and concerns about privacy, algorithms, and data sharing, and specific health conditions such as dyslexia.

 

Research from Groundswell and Mind stresses the importance of choice when it comes to engaging with the digital world. Everyone is different and experiences different factors that can make it easier or harder for them to go online. That determines the degree to which someone can participate in mainstream society and access services.

 

 

How homelessness and digital exclusion impact each other

 

Digital exclusion and homelessness are not isolated issues: they reinforce each other. Below, we outline how this works in practice.

 

 

How homelessness can worsen digital exclusion

 

To go online and access digital services independently, it requires consistent access to digital devices, power sources, and internet connection. Homelessness creates a significant barrier to all three of these areas.

 

When it comes to devices, nine out of ten people who are homeless rely heavily on smartphones to get online. But only six out of ten have a smartphone of their own. Homelessness creates a higher likelihood that devices will be stolen, lost, or broken, but the cost of new devices are prohibitively high for those who are homeless.

 

The costs of mobile data and credit create another barrier to access due to being too high for those who are homeless. Phone charging and accessing Wi-Fi is also unreliable and inconsistent when homeless, making it even harder to get online once in possession of a device.

 

Not having consistent access to digital devices, power sources, or an internet connection creates barriers for people who are homeless to practice the skills and build the confidence needed to access online services.

 

Additional barriers such as long waiting times during phone calls can build upon initial digital exclusion problems. Those with limited access to devices and power sources are less likely to be able to wait as long for a response, for example before the device runs out of charge.

 

 

How digital exclusion can worsen homelessness

 

As we’ve explored above, experiencing homelessness makes it likely that you will experience digital exclusion. Facing digital exclusion can in return make homelessness harder, with impacts on wellbeing and the ability to receive support.

 

As social communication and connection is an important way to use technology for many people who are homeless, lacking digital access can risk social isolation. Illustrating the scale of the problem, the Trussell Trust has found that 44% of people without any internet access, and who referred to foodbanks, reported being severely socially isolated.

 

When communications for services like healthcare and job centres only take place online, it limits access to those services. Not having consistent access to the internet creates a barrier to meeting Universal Credit requirements, while not being able to access and update online Universal Credit accounts can lead to sanctions on the benefits a person receives.

 

Other research highlights that the process of applying for a housing association property is often primarily done online. This creates a significant obstacle for those who are digitally excluded due to being homeless. And without access to the digital connection associated with a permanent home, it remains very difficult to get online. This is a “Catch-22”.

 

Overall, engaging in confusing and inflexible digital systems can cause people to experience stress, frustration, isolation, and feel forgotten about, as well as create barriers to support. In healthcare, facing a combination of obstacles can mean people stop seeking help altogether.

 

On Groundswell’s “Listen Up!” Hub, community reporters share their experiences with homelessness and digital exclusion.

 

 

What charities can do

 

When delivering services, Groundswell recommends using multiple channels of communication and offering flexibility, choice, and control to people with experience of homelessness. Charities should take into account the diverse digital barriers of homelessness when communicating to make sure users can make the most of the services offered.

 

When creating digital inclusion strategies, policies, and processes, prioritise involving those with lived experience of homelessness, co-producing digital user experiences and interfaces.

 

Groundswell highlights that day centres and support services are a “digital lifeline”, providing access to devices, power sources, and internet connection, as well as the one-to-one support needed to build digital skills, trust, and confidence.

 

In particular, specialist or peer-to-peer groups are appreciated by participants as effective ways to receive support for a wide range of digital needs.

 

You can check out Groundswell’s full list of recommendations here.