We’re working on a new initiative to make sure more of our customers feel confident, connected and included in the digital world.

From July 2025 to March 2026, we’ll be running a project to support customers who may be struggling to access the tools, skills or confidence needed to engage with digital services. That might be anything from reporting a repair to booking a GP appointment.

Whether it’s having the right device, a reliable internet connection, or just knowing where to begin, this project aims to help customers reach what’s known as the Minimum Digital Living Standard. The goal is to help people feel the everyday benefits of being digitally connected.

Why this matters

Living in a rural area means many essential services, including healthcare, benefits and job applications, are now mostly accessed online. But digital exclusion remains a barrier for some of our customers, and we know it can affect wellbeing, independence and financial security.

Improving digital access can make a real difference. Customers can feel more connected to family, friends and their community. They can manage their finances, health and daily tasks more independently, and build confidence using digital tools that support their lifestyle.

Tailored support for those who need it most

We’ll identify customers who could benefit through referrals from our Housing and Independent Living Coordinators, local advertising, and by speaking to people in person. Each customer will be supported based on their individual situation. That might include help getting online, access to a device, or informal one-to-one training.

Once someone is referred, we’ll carry out a short survey and wellbeing check to understand their current needs. From there, we’ll put together a package of support. This could involve providing a tablet or mobile phone, a MiFi unit to boost connectivity, and personalised help to build digital confidence. Customers will also be supported to sign up to My ateb account, our online portal that makes it easy to report repairs, check rent and manage your occupation contract information.

Around one to two months later, we’ll check in again to see how the customer is doing. We’ll ask how confident they feel using digital tools, whether they’ve noticed any changes to their wellbeing, and what kinds of services they’re now able to access. This could include WhatsApp and social media, online banking, NHS services or mental health support.

What we hope to achieve

Over the nine-month project, we aim to work with as many customers as possible with the aim of improving both digital access and overall wellbeing.

The benefits are wide-reaching. Digital inclusion can help reduce isolation, improve access to vital services, and open up opportunities for learning, employment and saving money. It also supports our service delivery by encouraging customers to use My ateb, giving them more choice and control while allowing our teams to focus on more complex support.

Working in partnership

This project builds on our wider digital inclusion work and partnerships. We’re proud to be working alongside organisations such as the Pembrokeshire Digital Providers Forum, HACT’s Digital Inclusion Network, Digital Communities Wales, Hywel Dda UHB and the Good Things Foundation.

Together, we’re building a future where everyone has the chance to be part of the digital world, no matter their background or circumstances.

Want to know more?

If you or someone you know could benefit from digital support, or you would like further information, you can make a referral by calling our friendly team on 0800 854 568 or speak to your Housing Coordinator, who can make a referral on your behalf.

Published 29/07/2025