November 2026

When people think about Turning Tides’ Digital Inclusion service, they often picture laptops, phones and tablets being distributed to clients. While providing equipment is an important part of what we do, it is only one piece of a much bigger picture.

Behind every device issued is a significant amount of partnership working, advocacy, research, and strategic development aimed at ensuring people experiencing homelessness are not left behind in an increasingly digital world.

At the heart of this work is Jacqui, whose role extends far beyond sourcing and distributing devices, and Russell, who supports clients to develop the digital skills and confidence they need to use technology in everyday life.

Building Skills and Confidence Through IT Drop-In Sessions

Russell runs Turning Tides’ IT Drop-In Sessions, offering practical, one-to-one support to help clients learn how to use their devices and build confidence at their own pace. Using a person-centred approach, Russell is able to tailor the session to match the needs of our client at any given time; whether it is exploring every day functions of devices, accessing essential online services or finding solutions to keep people connected to the people that matter the most.

He also helps clients stay safer online by explaining how to recognise phishing attempts, identify suspicious messages and links, and how to protect their personal information.

The support is not limited to laptops and mobile phones. As technology reaches more areas of daily life, Russell also helps clients understand other devices and apps, including apps linked to hearing aids and accessibility tools that can make technology easier to use.

Championing Digital Inclusion Across West Sussex

Recently, Jacqui represented Turning Tides at the Digital Inclusion Access and Safety (DIAS) Partnership, a county-wide initiative led by West Sussex County Council’s Community Safety and Wellbeing Service. The partnership brings together voluntary; community and public sector organisations committed to tackling digital exclusion across West Sussex.

As part of the group, members share best practice, identify barriers to digital access, and collaborate on local and national initiatives. Libraries play a significant role within the partnership, helping promote digital inclusion support across communities.

Jacqui has been involved with the partnership for some time and acts as an advocate for Turning Tides’ clients, ensuring the needs of people experiencing homelessness and housing insecurity are considered in digital inclusion projects and future planning.

Using real-world examples from Turning Tides, she recently delivered a presentation to partnership members demonstrating why digital access is such a critical issue for the people we support. The presentation highlighted the many barriers our clients face, including:

• Lack of safe places to store or charge devices
• Limited access to mobile data and connectivity
• Low digital confidence and skills
• The impact of poor mental health and crisis situations
• Additional challenges faced by people with learning difficulties and neurodivergent conditions
• Difficulties accessing essential services such as housing, benefits and healthcare online

The session also showcased the impact of Turning Tides’ digital inclusion work and the outcomes being achieved through support, coaching and access to technology. Information from the presentation highlighted that among clients who completed digital skills assessments:

• 43% struggled to use online forms
• 34% didn’t know how to access online health services
• 22% struggled with online benefits or banking services

These figures demonstrate why digital inclusion is increasingly recognised as an essential part of preventing and reducing homelessness.

Playing a Key Role in EmpowerNet

The model used by Turning Tides is also helping to shape wider regional approaches to digital inclusion.

Our DI device distribution and digital skills support programme is the basis of EmpowerNet UK, a digital inclusion initiative led by the University of Sussex in partnership with Turning Tides, Stonepillow, and Health Innovation Kent Surrey Sussex.

Rather than simply providing technology, EmpowerNet focuses on three connected elements:

• Devices
• Connectivity
• Skills and confidence support

This holistic approach recognises that a device alone is not enough. People also need access to the internet, practical support, and the confidence to use technology safely and effectively.

The programme’s outcomes demonstrate the value of this model:

• 81% of priority digital tasks were completed
• 72% of participants developed new skills or greater digital confidence
• 100% of participants receiving online safety support reported feeling more aware of how to stay safe online

These results show how supported digital inclusion can help people manage their health, access housing, reconnect with family, engage in education and training, and move closer towards independence.

Building Relationships Beyond the Sector

In September, Jacqui was also invited to attend a stakeholder reception at the University of Sussex Business School, where senior representatives from accredited universities met with community partners and stakeholders.

The invitation reflected the university’s recognition of the collaborative work being achieved through EmpowerNet and provided an opportunity for Jacqui to share Turning Tides’ experience while building new connections and raising awareness of what we do. It particularly encouraging to see that Turning Tides was already well known among many of the attendees, reflecting the charity’s reputation and influence across the region.

These networking opportunities help ensure that the experiences of our clients are represented in wider conversations about education, research, digital inclusion and community wellbeing.

Looking Beyond Technology

Ultimately, digital inclusion is not about devices. It is about opportunity.

For someone experiencing homelessness, being digitally connected can mean applying for accommodation, managing benefits, attending medical appointments, completing training, searching for work, staying in touch with loved ones, or simply feeling part of society again.

Through Jacqui’s work representing Turning Tides in strategic partnerships and helping to develop initiatives such as EmpowerNet, alongside Russell’s practical support helping clients use technology confidently and safely, digital inclusion remains a pathway out of homelessness, not another barrier to overcome.

While clients may see a device or app in front of them, there is a vast amount of work happening behind the scenes to help them use technology safely, confidently and independently.