FarrPoint supported the London Borough of Tower Hamlets with an independent external review of the Borough’s digital inclusion strategy and activities, combining it with socio-demographic analysis, policy evaluation, and stakeholder interviews.
The (this will open in a new window)London Borough of Tower Hamlets faces ongoing challenges related to digital exclusion, disproportionately affecting vulnerable residents across the community. Recognising the importance of digital in everyday life —from accessing public services to maintaining social connections—the Council developed a draft Digital Inclusion Action Plan for 2025–2028 to guide their response. To ensure this strategy is grounded in data and community insights, FarrPoint was commissioned to conduct an independent review and provide expert recommendations for enhancing digital inclusion across the Borough.
Digital exclusion in Tower Hamlets is driven by complex socio-economic factors, including age, income, housing, education, and disability. A key challenge was identifying not only where digital exclusion exists but also who is most affected, and how best to tailor support to meet those needs.
The Council sought a clear understanding of the most vulnerable groups, the adequacy of current policies, and the views of local stakeholders. The council also needed actionable insights to inform the successful implementation of the 2025–2028 Digital Inclusion Action Plan.
FarrPoint’s independent review has added real depth and expertise to our strategic thinking. Their geodemographic analysis and stakeholder engagement has helped validate what we have learned locally over the past three years: that digital exclusion in Tower Hamlets is shaped by a complex mix of age, disability, housing, language and economic status. Their mapping work has provided a powerful visual tool, highlighting how exclusion often exists in small pockets, side by side with more digitally included communities. And, just as importantly, their extensive engagement with internal and external partners has given us valuable insight into the day-to-day experiences of residents and staff. This has been vital in strengthening our 2025-28 Action Plan – helping us to better understand where we need to target support and, crucially, how we need to adapt our offer to ensure that we reach those residents who are digitally excluded, but who are also often motivated and capable of becoming digitally included with the right support.
John Bardens, Digital Inclusion Lead, London Borough of Tower HamletsFarrPoint delivered a comprehensive, multi-dimensional review of Tower Hamlets’ approach to digital inclusion, comprising:
Geodemographic mapping insights produced by FarrPoint's GiS Consultant, Jordi Estrada.
Digital exclusion is a complex puzzle with many layers. Our report uncovers these hidden challenges, empowering Tower Hamlets to focus their efforts where they can make the biggest difference.
Dr Joseph Chambers, Consultant at FarrPointDigital inclusion is essential for economic participation, social engagement, and access to public services. FarrPoint’s independent review has helped the London Borough of Tower Hamlets better understand and respond to the digital divide within its communities.
If your organisation is facing similar challenges or developing its own digital inclusion strategy, get in touch with FarrPoint or visit our Digital Inclusion services page. Our evidence-led approach will ensure your policies and initiatives are both impactful and inclusive.
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