The definition of digital exclusion in the context of the Hardware Access Scheme is essentially an individual not able to use digital technologies, particularly the internet, due to the lack of access to a device and as a beneficiary of this scheme, it could enhance their lives and contribute to them overcoming other disadvantages which they might face.

The quality of the decision is based on the quality of the referral. The best way is to provide detailed context around the client, their circumstances and how receiving a device could help them overcome challenges that they currently face. As our stock of devices is limited and we want to be able to support those residents in the most need, please ensure that a full and valid reason for referral is included. All referrals are assessed by a human, although we may use automation for routine tasks, like the email updates. 

Examples of detailed reasons are what the beneficiary will use the device for; how it will benefit them now and, in the future; whether they already have any devices available to them either at home or within local facilities they can use; which eligibility criteria they meet and how they meet the digitally excluded criteria. Such details must be included with every application. 

If we receive reasons that are limited and with little detail, then applications that are made on behalf of your clients are more likely to be declined, as we are unable to make an informed decision due to lack of information. Please do not use copy and paste reasons for referrals, as this again gives us little to work from to ensure we are maximising the benefit of the scheme. 

Anyone over 18 years of age can refer themselves or someone in their household under the Education or NEET pathways, as can relevant professionals. Under the Financial Hardship Health pathway eligible professionals can make a referral on your behalf, examples are below: 

• Local council or Local Authority employees
• Charity employees
• GPs and specialist doctors
• Teachers or Lecturers
• Case workers
• Employment Advisors

Please note that Councillors or elected officials cannot make referrals.

You can refer in anyone that meets the criteria below.

Depending on demand, we usually provide a decision within 10 working days of the referral being made to either progress or not progress. You (and where applicable the professional referrer) will get an email outlining this once a decision has been made. Please note that delays in providing the consent form for professional referrers, may delay us in processing our decision.

• Universal Credit
• Jobseekers' Allowance
• Employment and Support Allowance
• Pension Credit
• Housing Benefit
• Council Tax Support
• Personal Independent Payments
• Disability Living Allowance

Yes. Professionals must ensure that the beneficiary being referred into the scheme are aware that the connectivity solution is being provided by Kent County Council's Digital Kent team, that they understand our privacy policy and that they will be contacted for monitoring and evaluation purposes. In addition, we require explicit consent to be sent to us before processing applications - you need to use our downloadable consent form. Failure to notify the beneficiary could result in future referrals from your organisation being automatically declined.

No. We unfortunately cannot guarantee the availability or level of service, as it is dependent on multiple factors. We will try our best to check that the solution we will provide is appropriate and usable, but cannot guarantee.

Emails can be sent to connectivityaccess@kent.gov.uk, including your reference number in the subject line. You can also contact us by telephone on 03000 410 950.