Case studies from registered social housing providers for the Minimum Digital Living Standard (MDLS) pilot.
Overview
The pilot projects aimed to test how the Welsh Government defines a ‘minimum’ digital standard.
Applicants were asked to assess at least 20 households to see if they had:
- reliable internet access
- a suitable device (like a tablet, laptop, or smartphone)
- basic digital skills based on the MDLS
Using this information, organisations could identify gaps and offer support where needed.
In 2024 to 2025, 2 grants of £25,000 (capital funding) were awarded.
Case study: Monmouthshire Housing Association
During July 2024 to March 2025, Monmouthshire Housing Association (MHA), through the MDLS Grant Pilot, supported tenants through key welfare and technological transitions, including Universal Credit migration, the digital telephone switchover and introduction of smart door entry and alarm systems.
Through the iConnect programme, 43 tenants received tailored digital support and 39 digital devices were distributed, resulting in all participants meeting the MDLS benchmark and many reporting improved confidence, wellbeing, and independence.
MHA also reported the pilot reduced pressure on their services. The Pilot highlighted the importance of pairing digital devices with tailored digital skills support and the potential to support other vulnerable groups. Challenges including sustainability and rurality connectivity and isolation were also recognised. MHA made clear it plans to embed digital inclusion into wider services, provide ongoing digital support through iConnect, maintain partnerships with digital inclusion organisations and explore device lending schemes.
Case study: North Wales Housing Association
During July 2024 to March 2025, North Wales Housing Association (NWHA), through the MDLS Grant Pilot, supported residents over the age of 55 and residents living in supported settings to improve their basic digital skills, confidence, independence and social inclusion.
NWHA’s Digital Officer worked with the Welsh Governments digital inclusion and health procured service, Digital Communities Wales: Digital Confidence, Health and Well-being (DCW) to provide basic digital skills support to 25 residents and distribute 8 digital devices.
Challenges around participant retention, complex participant needs and staff absences were overcome to achieve improved basic digital skills, confidence and independence and social participation of residents. Residents reported utilising digital devices for a variety of purposes, including to reconnect with family and to pursue creative interests.
The Pilot highlighted valuable lessons including the difficulty in ensuring participant engagement and the importance of ensuring training is tailored and trauma-informed, providing ongoing support, simplified evaluation tools and embedding digital inclusion into everyday housing support.