Housing Association Puts Digital Literacy in the Spotlight

Housing association ClwydAlyn has launched a new digital inclusion initiative to assist residents with technology use, ensuring that residents who are keen to increase their digital literacy are able to access relevant support.

Recent reports suggest that only 41% of people over the age of 75 have basic digital skills and ‘although internet use is increasing among older adults, more direct support is needed to improve skills and confidence.’[1]

ClwydAlyn, a provider of social homes throughout North Wales, now has a dedicated Community Support Officer, Gill Edgar, who is focused on providing one-to-one support for residents who need help with accessing and effectively using their digital devices.

Gill, who took up her role at the end of 2025 has already been on the ground, visiting residents individually or in small groups, identifying their distinct needs and sharing her knowledge.

[1] Cwmpas: Digital Inclusion: Vision for the Future – July 2024, Final-Cwmpas-Digital-Inclusion-Vision-for-the-Future-0724.pdf

With many health services increasingly accessed online, it is believed that digital exclusion will inevitably lead to health inequalities.

In a report on Digital Technology and Health, Dr Alisha Davies, Head of Research and Evaluation at Public Health Wales said: ‘Digital channels are one of the ways in which Welsh citizens can access health-related services and activities.

‘When people are digitally excluded – be that because of a lack of access, skills or motivation – then it also affects their opportunity to access the services that will improve their long-term health.’[2]

As an association with circa 13,000 residents, ClwydAlyn is keen to ensure that those who need support with not only ‘getting online’, but using their devices to a proficient level, are given every opportunity to improve their skillset.

Resident Joan believes she’s gained some helpful new skills, thanks to the digital inclusion support she has received.

Another resident, age 60 said: “It’s a marvellous service and Gill is absolutely amazing; the skills she’s taught me are vital – how to use internet banking, online shopping, booking medical appointments, ordering prescriptions, using devices in my home.

“Technology is here to stay, so we need to embrace it to make our lives better. Gill’s help has removed so much stress and saved me so much time; it’s changed my life!”

Continued Gill, “It’s about developing confidence. Well-meaning friends and family will often ‘help’ by fixing a problem but forget to explain how. This is great as a temporary fix, but in the long term, understanding how to book an appointment or set up an appliance yourself is much more helpful.”

Services currently being offered by ClwydAlyn for its residents are relaxed and straightforward, with no pressure to commit to a specific number of sessions or attain a ‘level’ of knowledge. There are no barriers to access, with residents of all ages and incomes eligible for the support.

“We can help with all kinds of knowledge our residents need. This could be setting up an email account, installing a messaging app or using a supermarket shopping app. We’re looking forward to helping more residents understand how digital technology can enhance their lives.”

In addition to small group and one-to-one sessions, ClwydAlyn will be teaming up with Cartrefi Conwy and Conwy Council to hold a series of digital skills sessions open to the general public. Watch out for more information about these sessions, which will take place at Conwy Library, soon.