Digital inclusion and domestic abuse

Domestic Abuse and Digital Inclusion

My name is Monsura and I am a Domestic Abuse Prevention Advocate for the Silver Project, this is a specialist service for women aged 55 and over who are affected by domestic and sexual abuse (DA). The project is run by Solace Women’s Aid, we provide individual support to survivor/victims of DA and training to professionals to raise awareness around older survivor/victims.

In the 10 years I have worked coordinating the service, I have seen many changes and barriers impacting older people in accessing support. Older survivor/victims have additional barriers one being digital exclusion.Supporting the most vulnerable and marginalised people with multiple disadvantages in our communities is becoming a major cause for concern.

Working with over 500 women and across the 33 London boroughs, 59% of our service users were affected by one or multiple disabilities and 90% had mobility issues leaving 41% not accessing any form of support.

People with disabilities have an increased risk and needs when disabled. 85% of all domestic abuse survivors made five attempts on average to get support from professionals in the year before they accessed effective help to stop the abuse. (SafeLives (2015), Insights Idva National Dataset 2013–14), and 13-15 attempts if they had a disability.  Disabled women are twice as likely to experience domestic abuse as non-disabled women. They are also likely to experience abuse over a longer period of time and suffer more severe injuries as a result of the violence. (Refuge)

I noticed an increase in all services moving their access points online. It was already difficult pre pandemic with diminishing services offering face to face support for the most vulnerable in our society. This was especially an issue for our survivor/victims with additional needs, however I was able to resolve issues a little easier by calling the service involved ie Housing/Homelessness, DWP, Banking etc. During the Pandemic survivor/victims became further isolated when support services offering home visits or in local centres ceased to exist. The majority of the services first/emergency access points across London moved online and no longer offered an alternative way to access the services further compounding the problem.

This discriminatory practice meant there was an increase in the time spent on individual cases, having to try to navigate different online applications for multiple services in many cases. With referrals being made by our service we also had to provide support in creating accounts on individual websites mitigating survivor/victims’ independence and autonomy making them more dependent on our services to follow up applications made.

These online applications claim to be ‘user friendly’, considering I am proficient in using various online portals - I can confirm many are not and often leaving me frustrated with nowhere to go for further assistance.

Ironically instead of making it easier for individuals as I presume was the idea, survivor/victims became dependent on workers to complete forms online taking away their independence and leaving them vulnerable to further exploitation. In some case survivor/victims were left with no choice but to share their personal details including passwords with strangers to get help. This creates a level of dependency on the service which completes forms which will further isolate them when the service stops working with them.

I have tried to raise this in individual cases with the service providers however found that my voice was not being heard or ignored completely. Not only does it create another barrier for individuals experiencing DA, this also effects all disadvantaged people including people with physical/learning disabilities, hearing/visual impairments, people who do not have internet at home, unable to use smart phones, unable to leave the home, people with MH, cognitive issues/neuro diverse, language barriers, tech poverty to name a few, with an expectation that everyone would have access to the internet/IT and know how to use it.

In some boroughs/services, no consideration was given to the needs of these vulnerable people in our society and a blanket policy made to shift many applications/access point online. We request for all services to amend policies and have alternative methods of support for marginalised people to access these necessary services such as a dedicated person to speak with and/or applications taken over the phone.

I have also included a case study that gives a better understanding of the experience of someone trying to access essential services. Here it is clear to see the impact of digital exclusion for someone with multiple disadvantages and the practical steps required.

It is important that service providers consider the access needs of all people and make sure that they have accessible provision for those who for a range of reasons may not be able to use online resources. The assumption that everyone has access to the internet and technology is one that will result in the exclusion and alienation of a significant proportion of people and will have devastating consequences.

Case Study

Rosie is 65, referred by her GP who was living with her husband Alleged Perpetrator (AP). Rosie was in the UK on a spousal visa and had no recourse to public funds. Rosie experienced severe emotional, controlling behaviours, financial/economical abuse and threats of physical abuse. Rosie was brought over to care for the AP and was expected to cook, clean and treated like a slave in the home. 

After several years of this abuse Rosie had developed depression and age-related health issues as well as degenerative conditions and the stress from the abuse was exacerbating her depression, anxiety, high blood pressure and panic attacks. AP refused care from Social Care due to contributions he would’ve had to pay and expected Rosie to provide this for free. Rosie had no access to money and was only given money for household shopping which was also scrutinised when receiving change.

AP had made threats several times he would falsely claim Rosie is abusing him and he knows how to ‘work the system’. Rosie had been told by the AP that the police would not believe her, and she would be deported back to her country as she has no rights in the UK. On one occasion AP had told his Social Worker this and retracted his statement when he was advised she should be removed. Rosie was too frightened to say anything to professionals involved. Rosie disclosed the abuse to her GP when accessing support for her depression who then referred her to the Silver Project.

Once engaging with the service, we worked with Rosie to provide holistic, trauma informed support. We explained her options and rights in the UK and provided emotional support around recognising, understanding and the impact of Domestic Abuse.

After the last incident Rosie had called the police, they advised to stay with a friend which she did. Rosie left with a small bag of clothes, no money and a phone which was linked to AP’s account and monitored. We provided Rosie with a new phone and advised around digital safety. We had to support Rosie registering a new smart phone which she had never used before.

Rosie was provided Immigration advice by us and applied for Destitution to Domestic Violence application (DDVC) to remain in the UK in her own rights. Rosie also accessed an Immigration solicitor to help with her SET DV ILR application.

Rosie needed access to the local boroughs homelessness service who had newly developed a system where services should refer people to be screened for homelessness support. Rosie had tried calling them and approaching them herself and was told to be referred in. Once we completed a referral Rosie was placed in emergency accommodation. This was offered on the basis Rosie would qualify for a DDVC.

The DDVC application was successful and gave Rosie access to public funds. Rosie then needed support to apply for Pension/Pension Credit and Attendance Allowance. Although the DWP website says support is offered over the phone Rosie was told to complete an application online. All future correspondence was made by email and text messages to provide proof of ID etc.

Whilst waiting for access to public funds we provided Rosie with some shopping vouchers and applied to London Holistic Advocacy Wrap Around Service (LHAWAS) ‘No Recourse Fund’ (Nia) for support with sustenance and essentials.

Rosie has been living on food bank vouchers since fleeing. Sometimes she cannot get to the Foodbank to collect her items as its too far for her to walk and carry heavy items therefore went without food. Rosie has no money to pay for a taxi, therefore we supported Rosie to apply for a freedom pass for Rosie online.
Rosie did not have a bank account and no documents to provide banks. These applications were also online and no support provided when Rosie tried to access herself. We then applied to the No Fixed Abode Programme so Rosie can have an account of her own.

With the rising costs of energy and inflation, Rosie struggled to pay for Housing costs whilst waiting for access to living payments. We applied to a charity for a Cost of Living grant for support.

Rosie has mobility issues impacting how far she can walk and there are no libraries local to her. Since the pandemic all home visiting services for people with disabilities had been suspended by the local authority. This service was only offered to people registered disabled and not offered in every borough.
We liaised with the GP to address Rosie’s emotional wellbeing needs and access to counselling & isolation services such as a befriending service.

We made a referral to Social Services for a care package for personal care needs, home adaptations and material aids. However, adaptations could not be carried out unless in a permanent residence.

As part of Rosie’s Safety plan, we made a referral into the Multi Agency Risk Assessment Conference (MARAC) and a Safeguarding made for AP to receive support as he was also vulnerable. A Care Alarm provided by Social Care and we provided a Personal Alarm when she is out and about.

We continued to liaise with the police for safety advice and support in obtaining Rosie’s belongings.

In all services approached, Rosie was expected to have an email address and correspondence made via email. Rosie on many occasions had to use an Internet shop to access her emails and felt she had no choice but to share her personal details including passwords with strangers to get help.

There was also the assumptions that everyone would have access to the internet and know how to use it.

With referrals being made by our service we also had to provide support in creating accounts on individual websites mitigating Rosie’s independence and autonomy making her more dependent on our services to follow up applications she had made as well as being exposed to exploitation by strangers. This has also placed a strain on the service as there is an increasing number of women in similar situations who are also expected to do the same as Rosie.

Seven months on and Rosie is still waiting for her benefits payments. This delay has been caused by an overwhelming backlog at the DWP as well as having to provide documents digitally which Rosie is unable to do therefore has to obtain physical copies of documents to post. The Home Office have now stopped sending out any physical letters relating to Leave to Remain.

Rosie now has Indefinite Leave to Remain (ILR) and waiting to be placed in temporary accommodation once she receives an income.

Rosie is now receiving support from health services to address her ongoing physical/emotional health needs. Rosie was supported to remain with her old GP surgery as she would find it too difficult to re-register with a new surgery every time she moved. 

Rosie is slowly rebuilding her life and expressed she could not have done any of this alone as all the processes were alien to her and difficult. Rosie said she now understands why women would often not leave or go back to their abusers.

About Solace

SOLACE is a leading specialist charity in the UK supporting women and children experiencing domestic abuse and sexual violence. Whatever form violence comes in, from rape to trafficking to relationships based on psychological or financial control, we work to end it. We know that escaping the effects of violence can be the hardest thing to ever do. That's why the lifesaving support that Solace provides to 30,000 women, children, and young people each year is so important.  

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Solace Women’s Aid is a charity registered in England and Wales. Charity number 1082450 Company number 03376716