Improving Access to Services Through Better Information and Advice

Slough Borough Council invited Cardo to participate in a collaborative session bringing together frontline workers and community organisations to explore how residents access information, advice and support.

The session provided an opportunity for organisations working directly with local communities to share their experiences, identify barriers and contribute to ideas for improving access to services. It recognised that organisations communicate with residents in many different ways, while not everyone is aware of what support is available, where to find it or how to access it.

As a housing maintenance and retrofit organisation working extensively within Slough communities, Cardo was invited to contribute its frontline experience and insight into the challenges residents can face when accessing services.

Cardo’s involvement demonstrated the value of bringing together organisations from different sectors to understand residents’ experiences and help shape more accessible and inclusive services.

The Challenge

Digital exclusion remains a significant barrier for many residents and affects people of all ages. It is not simply an issue experienced by older people. As more services move online, residents who lack access to technology, confidence or digital skills can find themselves excluded from essential information and support.

During the session, participants identified a number of barriers, including:

Not having access to suitable technology or reliable internet.
The cost of devices and connectivity.
A lack of confidence or digital skills.
Fear of making a mistake when using technology.
Not knowing where to find reliable or appropriate information.
Services relying too heavily on digital communication.
Limited alternatives for people who cannot or do not want to engage digitally.

The discussions highlighted the importance of recognising the individual circumstances of residents rather than assuming that everyone can access services in the same way.

For some people, digital inclusion may begin with something as simple as becoming confident sending a text message, using a smartphone or searching online for information. Providing encouragement, support and choice can make these first steps more achievable.

Cardo’s Contribution

Cardo participated in the session as a frontline organisation with regular contact with residents and communities across Slough.

By sharing experiences from its work within local neighbourhoods, Cardo contributed to discussions around how residents access information, communicate with organisations and seek support.

Cardo’s involvement also provided an opportunity to consider how organisations can work collectively to remove barriers rather than expecting residents to navigate increasingly complex systems on their own.

The session reinforced the importance of listening to residents, understanding individual needs and providing a range of ways for people to access services.

Our Approach

The workshop used a World Café approach, with participants moving between tables while facilitators asked thought-provoking questions and encouraged open discussion.

This created an informal environment where frontline workers and community organisations could share experiences, challenge existing approaches and suggest practical improvements.

Discussions explored how organisations could:

Make information easier to find, understand and navigate.
Provide different ways for residents to make contact.
Recognise digital exclusion and the barriers it creates.
Build residents’ confidence rather than expecting immediate digital proficiency.
Provide safe and supportive opportunities for people who want to develop their digital skills.
Continue offering telephone and non-digital options for people who cannot or do not wish to engage digitally.
Work collaboratively to ensure residents are directed towards the right information and support.

A key message from the session was that digital inclusion should start with what matters to the individual, rather than expecting everyone to fit into the same system.

The Impact

The workshop created an important opportunity for organisations working directly with communities to share real-life experiences and contribute to a wider conversation about improving access to services.

For Cardo, participation provided an opportunity to bring the experiences gained through its community and housing work into the discussion. This helped reinforce the importance of accessible communication and ensuring residents have appropriate choices when seeking information or support.

The feedback and ideas gathered during the session will help inform Slough Borough Council and partner organisations as they consider how services can become more accessible, inclusive and responsive to residents’ needs.

The session also highlighted that digital inclusion is about much more than teaching people how to use technology. It is about confidence, choice, accessibility and ensuring that residents are not excluded simply because services have moved online.

Social Value

Cardo’s participation supports its wider commitment to delivering meaningful Social Value within the communities it serves.

The activity directly supports the themes of:

Strong, Safe and Inclusive Communities – by contributing to conversations that aim to ensure residents can access information, advice and support regardless of their circumstances.

Health, Wellbeing and Reducing Inequality – by recognising that barriers to information and services can contribute to inequality and by supporting approaches that provide residents with greater choice and accessibility.

Cardo’s contribution demonstrates how its role extends beyond housing maintenance and retrofit. By participating in partnership activity and sharing frontline insight, Cardo can help support wider community outcomes and contribute to improvements in the way residents access services.

Key Learning

The session reinforced the importance of meeting people where they are.

Digital services can provide significant benefits, but they should not become the only route to accessing support. Residents have different levels of confidence, resources, skills and preferences, and services need to reflect those differences.

Cardo will continue to support partnership working and community engagement opportunities where its frontline knowledge and experience can contribute to improving outcomes for residents.