Technology is changing every aspect of our lives, including how we live in our homes. Housing technology has the potential to make day-to-day living more efficient, convenient and connected, but do we all have equal access to these innovations?
As this digital shift accelerates, the concern is that some social housing tenants could get left behind and become victims of digital exclusion. Especially older tenants and those from lower-income backgrounds.
The latest technology should be accessible to everyone, regardless of age, income or digital literacy. Without careful consideration, the housing sector could run the risk of creating a greater divide between those who can fully access and benefit from technology and those who can’t.
Housing technology should serve as a tool for inclusion, not exclusion.
Challenges in ensuring digital access for all tenants
For older tenants who haven’t grown up using technology, adapting to smart home systems and using online platforms and apps may prove challenging. As many essential services move online, this could lead to frustration and make them feel alienated.
For example, if a housing association responsible for a tenant’s property uses a digital portal to submit maintenance requests, an older tenant may find the process incredibly stressful and be unable to submit a request properly.
Similarly, low-income tenants may also face issues with digital access. Social housing doesn’t always come equipped with the latest smart devices and technologies, plus internet access may be unreliable.
Low-income tenants may also not have up-to-date smartphones, which could make accessing online platforms and apps difficult and limit access to some features.
Another point of consideration is that language barriers may play a role. Social housing tenants from diverse backgrounds may find that digital tools are only available in a few select languages, excluding those who aren’t fluent in English or another widely spoken language.
Bridging the gap: Initiatives for digital inclusion in social housing
The government, local councils and housing associations in the UK must recognise and prioritise solutions for ensuring digital access for all tenants. To bridge the gap, they must come together to find innovative ways of providing digital skills training and making the internet and housing technology more accessible and affordable.
Free workshops that teach computer and internet skills can be hugely beneficial for social housing tenants who need help accessing online services and understanding smart home devices.
For example, Kent County Council’s Digital Inclusion & Capabilities service (Digital Kent) runs Digital Hubs to enable residents to access digital support and become more digitally engaged.
Housing associations can also play their part. Newydd, a charitable housing association in Wales, offers digital support to help tenants gain new skills in using computers and smart devices, so they can access vital online services. Plus, they offer short-term loans of digital equipment, including tablets and laptops, to help tenants get online.
More social housing providers could partner with telecommunications companies to offer discounted or even free internet service to tenants. Broadband access could be bundled in with the cost of rent, ensuring all tenants regardless of income have reliable access to all of the digital tools at their disposal.
These efforts are crucial in breaking down the barriers that prevent tenants from fully benefiting from digital advancements.
Designing technology for all demographics
The onus shouldn’t just be on social housing providers to close the digital divide, technology providers also need to do their bit to ensure their solutions are accessible to all demographics.
The diverse needs of tenants must be considered when designing digital platforms for housing, including older residents, non-native speakers, low-income tenants and those with basic technical experience.
Online platforms need to be intuitive and easy to use, with clear instructions, simple navigation and multiple language options. A user-centred design approach will allow tenants to interact with housing services how they see fit, whether that’s through an app, on a website or a traditional phone call.
For example, this could involve creating mobile-friendly platforms that accommodate tenants who rely solely on smartphones and voice-activated apps that make it easier for people with limited mobility or vision to communicate issues.
Similarly, step-by-step tutorials or customer support hotlines dedicated to helping tenants understand and use their systems should be the norm. Accessibility should always be at the forefront of a technology provider’s mind, so they can ensure their products and services are fully inclusive.
Encouraging and listening to tenant feedback is crucial in making sure that residents of all backgrounds are able to use the technology that’s offered. This way, help can be given and improvements made to the products.
Final thoughts
The continued rise and implementation of housing technology is undoubtedly a power for good, with the potential to dramatically improve living standards for tenants. However, this is only the case if the sector combats the growing risk of digital exclusion and ensures that everyone has equal access to the latest technology.
Bridging this digital divide will require a multi-faceted approach, where social housing providers and technology developers come together to create a future where all tenants can benefit from digital tools, regardless of their background.
Peter Luck, Business and Operations Director, ROCC, recently talked about his vision for a fairer future for smaller housing associations, and this topic about equal access to the latest technology for tenants feeds into that.
The digital age is making us all develop and innovate incredibly quickly, but it’s absolutely vital that nobody gets left behind. At ROCC, we are passionate about creating equal opportunities in the housing sector and helping to build a more inclusive and equitable society.
We are determined to do everything we can to help in this endeavour. Our award-winning software continues evolving to ensure that housing associations and tenants find our products and services easy to use and accessible.
We would be delighted if more housing and technology providers joined us on this journey.
