Margaret's Story

For Margaret, a refurbished laptop was a lifeline to the outside world.

Margaret is 82 and lives alone in Brighton. After losing her husband and experiencing mobility issues, she found herself gradually retreating from the outside world. Most of her friends had passed away or moved into care, and her family lived several hours away. She had no computer, no smartphone, and no idea how to access the online services the world increasingly relies on.

1 in 3 adults over 75 do not use the internet, leaving many unable to access healthcare, social connection or essential services.

The Challenge

With her mobility declining, Margaret needed remote access to GP appointments, prescription services, and council support, all of which had moved online. She also felt increasingly lonely. Her only way of speaking to her grandchildren was through her daughter’s phone on occasional visits.

Margaret felt invisible in an increasingly digital world.

For Margaret, being offline meant:

• difficulty managing health

• total dependence on others for basic tasks

• increasing social isolation

• heightened risk of cognitive decline and worsening depression

Older adults face unique barriers to the digital world including:

• lifelong habits that didn’t include internet use

• limited digital confidence

• fear of “breaking” devices

• deep-rooted mistrust of the Internet

• Increasing need for accessibility settings

• fixed or very low incomes

Digital exclusion compounds existing health and social inequalities.

How we helped

Through a referral from a local Ageing Well service, Margaret received a refurbished easy‑use laptop with:

• large-text accessibility settings

• simplified desktop layout

• built-in video calling

• bookmarks for GP services and online prescriptions

• gentle one‑to‑one digital skills support

“I'd never used a laptop before. I needed some help to get started -I wasn't sure it was for me - but the lady who trained me was so patient. Now I can't imagine life without it!”

A laptop can help older people stay confident, independent and connected.

• Donate laptops to prevent older people living in digital poverty

• Partner with us to sponsor devices and training

• Apply for a laptop for yourself, for a loved one or for someone you're supporting.

Margaret can now:

• video-call her family weekly

• attend online GP appointments

• order her prescriptions independently

• join her local church services online

• take part in a local “knit and natter” Zoom group

Life with a laptop

“It really is marvellous.

It's company, confidence and independence... all at the touch of a button.”

Margaret's daughter told us that Margaret's mood and memory have also improved since receiving her laptop.

Social value of reuse

Using HACT Social Value Insights, the social value generated through Margaret's refurbished laptop is

£46,000

Case studies are based on real beneficiary journeys. Some names and identifying details have been altered to protect confidentiality, but each story represents the genuine challenges faced by the communities we serve.

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