EmpowerNet builds on a client-led digital inclusion model originally developed by Turning Tides in West Sussex. Since 2020, the model has supported hundreds of people through tailored devices, connectivity and practical digital support in trusted community settings.

Through EmpowerNet, the model has been strengthened, independently evaluated and extended across additional Stonepillow hubs in Bognor and Chichester, generating structured evidence and a replication toolkit to support wider adoption.

The project is led by the University of Sussex in partnership with Turning Tides, Stonepillow and Health Innovation Kent Surrey Sussex, and funded by the Department for Science, Innovation and Technology through the Digital Inclusion Innovation Fund.

Digital exclusion can make it harder to access housing, healthcare, benefits, employment and everyday support. For people experiencing homelessness and housing insecurity, these barriers often go beyond digital skills alone and include access to a suitable device, affordable connectivity, charging, privacy, trust, confidence and ongoing support. As more essential services move online, being excluded digitally can deepen existing disadvantage and make it harder for people to navigate systems, stay connected and move forward.

At the same time, there are still relatively few practical resources to help organisations design, deliver and sustain digital inclusion support in homelessness and similar settings.

EmpowerNet is most relevant to organisations supporting adults experiencing homelessness, housing insecurity and related forms of disadvantage. This includes charities, day hubs, housing and homelessness services, local authorities, health and care partners, and other community-based organisations working with people who may face multiple and overlapping barriers to digital access. It may also be useful to practitioners, commissioners, researchers and others interested in practical approaches to digital inclusion in trusted community settings.

The model combines access to appropriate devices and connectivity with tailored support around real-life digital tasks. This might include help with setting up a phone, accessing benefits or housing-related services, using the NHS App, staying in touch with support workers, or building confidence with everyday online tasks. It is rooted in trusted relationships, flexible support and practical problem-solving, rather than one-size-fits-all digital skills delivery. The emphasis is on meeting people where they are, responding to immediate needs, and recognising that meaningful digital inclusion often depends on ongoing encouragement and follow-up as much as on the device itself.

Organisations can use EmpowerNet to understand the model, explore practical resources, and reflect on which elements might transfer into their own setting. This includes thinking about how digital inclusion support can be embedded within existing services, what role trusted relationships play, how staff or volunteers can be supported to deliver practical help, and what infrastructure is needed around devices, connectivity and follow-up support.

The learning can also help organisations assess what is likely to be realistic within their own context, capacity and client group. Rather than offering a one-size-fits-all blueprint, EmpowerNet is intended to support adaptation: helping organisations identify the principles, delivery features and practical tools that could strengthen their own approach. It may be useful both for organisations looking to start a digital inclusion offer and for those wanting to refine or scale support they already provide.