Briefing: Shifting Channels

Digital services can and already do play a role in offering a range of services to people with housing problems, although these tend to be in the form of information rather than personalised advice. However, the most vulnerable housing advice clients are likely to be among the most digitally excluded.An analysis of Shelter’s own web services reveals that we have more visits from those less likely to be vulnerable. This suggests that rather than shifting clients from one channel to another, we may be simply reaching into a new audience. As such, this may even be increasing the demand for face to face services, rather than reducing it. Shelter believes that a multi-channel approach will be needed beyond the short term.