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ND11: digital by default & social housing helen milner 12 may2011
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ND11: digital by default & social housing helen milner 12 may2011


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  • First a roof over their heads, then running water, then electric lights, and now what? Is it access to the internet and the benefits of being online?
  • You can’t ignore the web it’s all around us
  • ICM:,en/
  • So it’s possible for everybody to be happy (assuming that you can’t please all of the people all of the time however, there will be a few people who don’t like this approach).
  • Transcript

    • 1. Social Housing & Neighbourhoods Digital by Default Helen Milner 12 May 2011
    • 2. Social Housing Providers have a long history in making people’s lives better 1860s 2011
    • 3. “ To ameliorate the condition of the poor and needy of this great metropolis and to promote their comfort and happiness” George Peabody, 1862 Founder of the Peabody Trust Housing Association
    • 4. The Social Housing Sector Today
      • 4.16m homes, housing 9.5m people
        • 1,430 Housing Associations own 2.38m homes with 5.5m people (18% receive “care & support”)
        • Local Authorities own 1.78m homes with 4m people
      • Costs UK £17.5bn (help with housing costs)
        • £13bn (social) + £4.5bn (private renting)
      • 3.3m tenants in receipt of housing support
    • 5. Digital by Default
      • Relevant to all of you, not just about social housing – many of the issues will be the same
      • NOW: Paper + Phone + F2F + Digital
      • FUTURE: Digital First + other routes if necessary
      • Possible? Desirable? Beneficial?
    • 6. 30m people use the web every day Percentage population use of the internet Source: ONS 2010
    • 7. Print media search, Thursday 14 April 2011
    • 8. Who can easily use online services? In the 90%s (UK wide)
      • Almost every adult aged under 45 (16 – 44 yrs) (96%)
      • Almost everybody earning > £20,800 (95%)
      • Almost everybody with a good GCSE/O Level or higher qualification (93%)
      • Almost everybody buying a house (94%)
      • Almost everybody with dependent children (92%)
    • 9. Who is offline? (has NEVER used the internet)
      • 60% of the over 65s have never used the internet
      • 55% of people with no qualifications
      • 31% of people earning less than £10,399
    • 10. 70% of people who live in social housing aren’t online: a full 28% of everyone not online Sources: 70% Oxford Internet Survey 2007 28% ICM 2008 Why I got interested in social housing? I showed this slide at the 2009 National Digital Conference
    • 11. Imagine : digital by default and all rent statements are online only
      • ≈ 60% tenants can access and have the skills to do this,  when realise information is more up to date than paper versions
      • ≈ 30% want to get online and just need help and local access,  when someone shows them how to do it and where to access
      • ≈ 10% can’t or won’t go online, need an alternative – possibly a neighbour or a face to face visit combined with another reason,  as more contact with neighbours/field staff
    • 12. Be an advocate for digital
      • Not just about money (although it does save money)
      • Don’t use the offline minority as an excuse
      • Articulate the benefits for your organisation, for the citizens, and for the community
      • Do focus on helping the offline to use your digital services
      • More people online using better services = improvement in quality of services
    • 13. Thank You [email_address] T witter - @helenmilner