From just about managing to full on crisis – excluded from support due to the digital divide

The journey continues, addiction and mental health problems have been compounded by the Covid-19 pandemic.

Being one of the over a million people who do not have access to an internet connection in the UK and neither the tools or wherewithal to navigate the services that are increasingly moving online is creating untold high levels of anxiety and desperate feelings of isolation. Detached from the wider social and public life results in spiralling low mood and apprehension of the future. 

Something as basic as logging on to a Universal Credit account proves to be challenging. ‘I can’t let my job coach advisor know when I am in hospital, I am unable to upload a sick note or put in any messages…. This is quite scary… what if I don’t receive my benefit, how will I manage then?’ 

Waiting for news on Personal Independence Payment1 and work capability appointments, ‘It’s taking months’.  

Having 3 different social workers in as many months – ‘how is anyone supposed to build a trusting relationship? I can’t just bear my soul to any Tom, Dick or Harry. This is my life we are talking about, my tortured feelings and everyday misery, why should I bother?’ 

In and out of hospital becomes the norm. Discharged without any compassion for the issues once again to be faced in a home environment. ‘They {hospital staff} are overworked, I know, but being sent home without any real plans to help me leads to the vicious circle I am in. I can’t get to the doctors, I can’t get to see my stoma nurse. I haven’t the patience to stay on hold and wait for the doctor’s receptionist to pick up and then tell me to sit around and wait for a doctor to call me back… no doubt I will be back in hospital soon. At least I will be fed and looked after’. 

Needing help and support, the next step was to try and move to supported living. Once again hurdle after hurdle. To do this, support is needed from the Social Worker and Occupational Therapist .. ‘who don’t know me … I am just words on a bit of paper to them’. Then it is necessary to register with Compass2, the local choice based letting system ‘great, how do I do that, I have no internet or smart phone’ as if that isn’t difficult enough there is an expectation to use this system to bid online for available properties each week. This online service is the only presented route to find an affordable housing option that supports specific needs.  

‘How on earth do they expect me do this, to bid on property, I can’t even look after myself. I don’t have a smart phone, I live alone and there is no one to help me… I give up’. 

[1] Personal Independence Payment (PIP) is an additional welfare payment to support people who have an illness, disability, or mental health condition.

[2] Compass is a regional organisation that lists all council and housing association homes available for rent, swap, and ownership across five boroughs of North East England. The service is entirely online, individuals can search and bid on available properties.