Imagine trying to apply for social housing. You’ve found the application. You’ve got all the information you need. You’re ready to take the next step. Then you reach the first page and discover you need an email address (or at least one you can access).

For many of us, that’s a detail we barely notice. But for an increasing number of people, it’s the first barrier that stops them moving forward. Last week at Starting Point, we met two different people in two different locations with almost exactly the same challenge.

One wanted to apply for Home Choice, and one for Manchester Move. Neither had an email address.

The housing application itself wasn’t the biggest obstacle. The real barrier was accessing the digital world that modern services now expect everyone to be part of.

Working alongside our team, each learner created their first email account before completing their housing application. It might sound like a small achievement, but its impact reaches much further than a single form.

An email address is no longer just a way to receive messages. It’s how you access housing services, apply for jobs, manage appointments, reset passwords, receive important updates and prove your identity online. Without one, many essential services are simply out of reach.

What was particularly encouraging was that neither learner wanted someone else to do things for them. They wanted to learn.

One learner shared that dyslexia had left him lacking confidence when using online services. By the end of the session, he had not only completed his housing application but was already planning to return to build his confidence using email and managing his online housing account independently.

That’s what digital inclusion looks like. It’s not about fixing someone’s problem for today. It’s about giving them the skills, confidence and knowledge to solve tomorrow’s problems for themselves.

Across all of our sessions recently, we have seen the same pattern emerge. Learners recovered forgotten email accounts, gained confidence sending messages, understood how mobile data works for the first time and used technology to search for jobs and access essential services.

These aren’t just digital skills. They’re life skills.

Every email account created, every password recovered and every learner who leaves feeling more confident represents another person becoming more connected, more independent and better able to access the opportunities many of us take for granted.

Sometimes digital inclusion isn’t about teaching someone how to use technology. Sometimes it’s about handing someone the key that unlocks everything else.

If you, or someone you know, would benefit from friendly, free support with digital skills, we’d love to help. Whether it’s setting up an email account, getting online for the first time or building confidence with everyday technology, Starting Point is here to support you every step of the way. You can access our Events page at the stop of the screen to find out where we are and when.