Posted on: 9 January 2026
The Kensington, Chelsea and Westminster Social Isolation and Digital Inclusion Project - run jointly by Age UK and CNWL - has been shortlisted for Best Not for Profit Working in Partnership with the NHS at the 2026 HSJ Partnership Awards.
Now in its fourth year, the project works alongside CNWL’s Older Adult Mental Health services to support older people who are at risk of social isolation, especially those living alone.
The team offers one‑to‑one digital support, digital equipment loans and practical assistance with everyday online tasks. Between 2024 and 2025, they delivered more than 200 training sessions.
Over the past year, the team has supported 42 new referrals while continuing to help clients carried over from previous years. Many have taken part in social activities at the Hope in the Community space at the Gordon, joined tea‑and‑chat sessions, enjoyed summer fetes, or received Christmas food parcels.
And the impact goes much further than digital skills. Alongside device training, the team regularly helps clients manage utility bills, benefits paperwork, GP and hospital appointments, and all kinds of general life admin - whatever’s needed to help people stay connected.
We’ve shared some case studies from the project below.
Case study
One of the most uplifting stories comes from a client in her late 50s who lives with multiple physical and mental health challenges, including severe depression, epilepsy, schizoaffective disorder, and mobility issues.
These conditions can make daily tasks overwhelming, but she wanted to learn how to use a laptop to manage bills and emails. Her old device barely worked, and she doubted she’d be able to learn.
With gentle, consistent support, her skills gradually grew. Her confidence grew too. Her children noticed the change and surprised her with a new laptop for her birthday, matching the one she had been practising on. She now manages her online bills independently and is moving on to more advanced tasks.
Case study
A 74‑year‑old man living alone was referred for support with his basic mobile phone, but just making first contact was difficult. With no letterbox and no response through the intercom, several attempts failed. Eventually, a chance meeting with the scheme manager led to an introduction.
Training sessions were challenging. Despite repeated practice, he struggled to engage and often shut the phone off. At the same time, a mouse infestation made home visits unsafe, so the project worked closely with his social worker to coordinate support.
Even though digital training wasn’t the right fit, the outreach made sure he wasn’t left unsupported, demonstrating the project’s commitment to reaching people who are most at risk of slipping through the gaps.
