Newham Community Research Network
Access to Advice and Support for Older Marginalised Women in the Digital Age
Olivene Howell
Citizen Social Scientist
About the Newham CRN In December 2024 the UKRI and The Young Foundation announced new ground-breaking engagement investment in nine ‘community research networks’ across the UK - collaborations led by community organisations alongside academics, local authorities and local residents. The networks span the length of the UK, from the north of Scotland to the Isles of Scilly, and the only successfully-funded network in the south east is here in Newham! For the Newham Community Research Network, Compost London are leading a ‘network of networks’ based in various wards across our ethnically diverse and innovative borough. The three recruited networks cover migrants and refugee communities, marginalised women, and young people with special educational needs who live, work and go to school in Newham. The five-year project is supported by University College London’s Citizen Science Academy, based in the Institute for Global Prosperity, which has strong experience running citizen science (community research) projects in east London and across the world. Local residents from the three different networks are being trained in research ethics, methods, and project planning, and then supported to carry out qualitative research across east London, tackling questions and issues they feel are important to their network communities. Newham Council are also providing support across all three networks, and placement opportunities within the Council will be available for some of our alumni.
About C.R.O.W.N The second cohort of citizen scientists, were trained in summer 2026, and supported by the marginalised women sub-network members, including the East London Black Women’s Organisation (ELBWO). This subnetwork - CROWN (Collaborative Research and Outreach for Women) - works collaboratively to drive trauma-informed, inclusive and culturally responsive change, so that services genuinely reflect the realities of marginalised women and girls. Throughout the programme, the citizen scientists from CROWN have taken part in training, discussions and practical research activities. They have worked incredibly hard, supported one another and brought their own experiences, perspectives and strengths to the group. We hope you enjoy reading their research.
Published October 2026.
Access to Advice and Support
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Contents Introduction
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Purpose
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Methodology
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Findings
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Creative Output
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Recommendations
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Acknowledgements
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Citizen scientists from the CROWN network at their showcase event at ELBWO in September 2026
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Introduction My chosen topic for the Citizen Social Science research project explores access to advice and support for older marginalised women, particularly in the digital age. This topic is important to me both professionally and personally. I worked in the advice sector as the Centre Manager of Stratford Advice Arcade (the Arcade) from January 2001 until January 2024. During those 23 years, I had the privilege of working alongside many organisations that provided essential advice, advocacy and support to some of the most vulnerable residents in the London Borough of Newham. When I first started at the Arcade in the early 2000s, Newham had a thriving advice and support network. This included a fully functioning Citizens Advice Bureau (CAB) based at the Arcade, Community Links, Canning Town Legal Advice Centre, Newham Community Law Centre, and many other voluntary and community organisations providing advice on issues such as welfare benefits, housing, debt, immigration, mediation, employment and community support. The primary purpose of the Stratford Advice Arcade was to provide affordable, permanent office accommodation for voluntary and community organisations. Throughout my employment, I witnessed many organisations establish services within the building, remaining for many years, while others unfortunately closed or relocated, most often because of reductions in funding. Among the first casualties to relocate in the early years, due to loss of funding, was the CAB. Other organisations based at the Arcade included Shelter, the Refugee Council, Mind, Migrant Help, Child Bereavement UK, Groundwork, Families and Communities Support Services, BetterTogether and Deafroots. The Arcade was much more than an office building. It acted as a community hub where Newham communities could access a range of frontline services in one location. We facilitated outreach services from organisations such as Community Links, which provided housing and employment advice, Toynbee Hall’s debt advice service, and solicitors specialising in immigration and
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housing law. Volunteers also supported people to complete welfare benefit forms, and we signposted the hundreds of visitors who came through our doors each week to the most appropriate services across the borough. Over the course of my career, I witnessed significant changes in the advice sector. Funding cuts, organisational closures, welfare reforms and, more recently, the rapid digitalisation of public services have transformed the way people access help. While online services have improved efficiency for many, they have also created new barriers for those who lack digital skills, internet access or confidence in using technology. Among those who may be most affected are older marginalised women. Many face multiple and overlapping challenges, including poverty, language barriers, disability, caring responsibilities, social isolation and digital exclusion. These barriers can prevent them from accessing the advice and support they need to claim benefits, resolve housing problems, obtain legal advice or simply understand their rights. When it came to choosing a topic for my Citizen Social Science research project, my interest naturally gravitated towards this issue. I believe it also complemented the mission statement of the C.R.O.W.N Network. Drawing on my professional experience, I wanted to explore whether older marginalised women in Newham are able to access the advice and support they need in today’s increasingly digital world. The aim of my research, therefore, is to identify the barriers they face, highlight examples of good practice, and contribute to discussions about how advice services can become more accessible, inclusive and responsive to the needs of older women in our communities.
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Purpose The need for advice and support services for older marginalised women in the London Borough of Newham can be understood within the wider context of an ageing population, increasing social inequality and persistent barriers to accessing essential services. Across the UK, older women may be more likely to experience poverty, social isolation, poor health and financial insecurity, due to factors such as lower lifetime earnings, caring responsibilities and interrupted employment. These inequalities are often compounded for women from marginalised communities: Black, Asian and other minority ethnic communities, migrants, disabled women, and those with limited English proficiency. Newham is considered one of the most ethnically diverse and economically deprived boroughs in London. Although it has a relatively young population, the number of residents aged 50 and over is growing, creating increasing demand for age-appropriate advice and support services. Older women in Newham often face multiple forms of disadvantage, including digital exclusion, language barriers, housing insecurity, poor physical and mental health, and limited awareness of the support available to them. These challenges can make it difficult to access a range of services. In comparison with many other London boroughs, Newham experiences higher levels of deprivation and health inequalities. As a result, older women living in the borough may be at greater risk of financial hardship and loneliness, particularly those living alone or acting as unpaid carers. The purpose of this research, therefore, is to examine whether current advice and support services adequately meet the needs of older marginalised women in Newham, and to identify the barriers these women face when accessing services. My original intention was also to evaluate how effective existing provision is, and to explore opportunities to improve accessibility, inclusion and service coordination. However, due to limited research time, my focus did not extend to researching advice-giving agencies in the borough.
Access to Advice and Support
Olivene presenting her research idea to stakeholders at a feedback event.
Olivene in class with fellow citizen scientist Nadina Smith.
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Methodology My chosen research method consisted of two stages. The first stage was to conduct a mapping exercise of advice and support agencies operating within the London Borough of Newham. This would have involved identifying relevant organisations, locating the appropriate individuals within those organisations, and arranging face-to-face interviews using a pre-prepared questionnaire. The second stage involved identifying older marginalised women living in Newham and arranging face-toface interviews with them, again using a pre-prepared interview schedule.
Mapping Advice Services I devoted a considerable amount of time to the first stage of the research. This involved extensive internet research to compile a list of advice and support organisations, primarily within the voluntary and community sector. I began developing a comprehensive record of the services each organisation provided, together with information on how those services could be accessed, including whether services were available through drop-in sessions, appointments only, telephone, email, online forms or QR codes. As the research progressed, it became apparent that the information advertised by organisations did not always reflect the reality of the services available. For example, the Mary Ward Centre in Bow required initial enquiries to be submitted by email before an assessment was undertaken to determine whether assistance could be provided. Similarly, some organisations appeared to offer support with housing matters, but closer examination revealed that assistance was only available to tenants of particular housing providers rather than to the wider public. Alongside this mapping exercise, I developed a questionnaire for organisational interviews and identified the most appropriate staff members or managers to approach for participation.
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Interviewing Older Women For the second stage of the research, I designed a questionnaire of 22 questions. It was never my intention to ask every participant all 22 questions, as several covered similar themes and some were more relevant to particular individuals than others. I initially compiled a list of fifteen potential participants. These were people I knew reasonably well, acquaintances, and individuals I had come into contact with through my previous employment or through social networks. I began by telephoning those I already knew, many of whom were willing to refer me to other potential participants by providing telephone numbers or email addresses. I also prepared a letter of introduction, based on the template provided during the course, together with a Participant Information Sheet, to ensure that participants were fully informed about the research before consenting to take part. However, as the project progressed and the available time became increasingly limited, it became clear that undertaking both the organisational mapping exercise and interviewing individual participants would not be achievable within the timescale. Following discussion with Joseph, it was agreed that the most appropriate course of action was to focus on interviewing older women rather than representatives of organisations. Over a period of approximately two and a half weeks, I conducted face-to-face interviews with four individual women and one focus group of five women. One participant invited me to attend her church’s weekly women’s group in East Ham, where I was able to conduct the group interview. The group normally attracted around ten women each week, the majority of whom were older women, several with mobility difficulties. Unfortunately, exceptionally heavy rain on the day reduced attendance to five participants. The individual interviews were conducted at the ELBWO Centre. Each interview lasted between one and two and a half hours. All participants gave informed consent for the interviews to be audio-recorded using the Voice Memos application. I had considered conducting some interviews by telephone if this proved more convenient for participants. In the event, this was unnecessary, as all participants were willing to attend face-to-
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face interviews at the ELBWO Centre. One participant, who has a disability and usually travels by mobility scooter, chose instead to use the Taxicard service to attend.
Reflections Overall, the interviews were quite successful and generated a large amount of data. I had hoped to interview two additional participants and held preliminary telephone discussions with one of them, with the intention of arranging a face-to-face interview. Unfortunately, time constraints meant that this was not possible before the end of the data collection period. Although the interviews themselves went well, I encountered an unexpected challenge during the transcription stage. As I had not previously used the Voice Memos application, I relied on its automatic transcript function. The resulting transcripts consisted of continuous blocks of dialogue without distinguishing between the interviewer and the interviewee. One interview alone produced a transcript of approximately fourteen pages, making it difficult and time-consuming to analyse the data. Initially, I attempted to work directly from these transcripts but found the process increasingly laborious. I also realised that I was reluctant to listen repeatedly to recordings of my own voice, which delayed the analysis further. Eventually, I adopted a combined approach, using both the audio recordings and the written transcripts to identify key themes. Although this required considerably more time than anticipated, it enabled me to produce a more detailed analysis of the participants’ experiences.
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Findings Interview 1: J J has lived in Newham all of her adult life. She is from an African Caribbean background, retired, in her early seventies, and is a mother, grandmother and carer. She is also very active in her community, volunteering with several organisations.
My first face-to-face interview was with J on 9 June at the ELBWO Centre. I had known J for many decades, but I wanted to hear her perspective because I knew she had used advice and support services over the years. The interview was revealing. It showed that, even when you think you know someone well and understand their struggles, much of what they are experiencing may remain hidden beneath the surface. She has dealt with many challenges, some personal and many connected to supporting family members and friends. Although she is capable and resourceful, she has still had to struggle with complex systems to get help. The first issue we discussed was the reduction in her state pension because of SERPS, which she has tried unsuccessfully to resolve despite advocating for herself. J described facing repeated difficulties in accessing advice and support around council tax, pensions, smart meters, water meters and social tariffs. She had contacted services by phone and letter, but found the process time-consuming and often unhelpful. She did, however, receive support from Age UK. She had also tried several times to obtain support as a carer for her father and son, but two assessments were rejected. Although she had approached Age UK and Carers UK, she received no meaningful support and remained unclear about the eligibility criteria, noting that many others in her carers’ group had similar experiences. At one point, J was caring for and supporting several family members, including her elderly father, her son, her brother and her daughter. She received little support from the local authority and described becoming exhausted and worn down, with limited
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access to respite, exercise or social activities that would give her a break from her caring responsibilities. She reflected that, as Black women, many carers feel expected to continue supporting their families regardless of whether help is available. This sense of duty can make it difficult to ask for support, even when the role becomes physically and emotionally draining. J valued carers’ support groups because they provided a space to share experiences with others facing similar pressures. However, she felt that practical respite remained the ‘missing link’, believing that carers needed opportunities to step away from distressing situations, even briefly, to rest and recover. She also described taking part in consultation meetings with the NHS and mental health services, where carers were asked how services could improve. Although suggestions were made, she did not recall receiving feedback or seeing clear improvements, which left carers feeling unheard. A recurring theme in the interview was the difficulty of accessing advice. J felt that services such as Age UK were overwhelmed. She did not know if the CAB was still providing services in Newham, but recalled that in previous years the service was limited, and demand was so high that people sometimes queued from early morning to be seen. Telephone and online systems were also significant barriers. J explained that automated phone lines, long waiting times and digital forms were frustrating, particularly for older people who lacked confidence online or feared making mistakes when navigating websites. She preferred face-to-face support and said she would be willing to travel to speak to someone in person. In the past, local authority staff had helped residents complete forms, but she felt this support had largely disappeared, with people now being told to go online instead. J highlighted the need for better investment in accessible advice services, including up-to-date information about what support is available locally. She noted that organisations change quickly, making it difficult for residents to know where to turn. Her recommendations included providing outreach services across different parts of the borough, using leaflets as well as digital information, and considering the former Stratford Advice Arcade model as an example of a central, trusted place where older residents could access several forms of support in one location.
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Interview 2: P P, a Newham resident, is a white British woman who is registered disabled and has faced multiple challenges throughout her life.
P was introduced to me for the interview by J. I first encountered her over a decade ago, when she was a regular visitor to Stratford Advice Arcade through her involvement with various charities, either as a service user or a volunteer. Although we had spoken briefly on several occasions in the reception area, I realised during the interview that I actually knew very little about her – not even her surname. P described living not simply with mental health difficulties, but with what she calls ‘enduring mental health’. She distinguished this from the temporary mental health problems most people experience in their lives, which may arise following events such as bereavement or job loss. For her, enduring mental health means living with lifelong conditions including post-traumatic stress disorder (PTSD), emotionally unstable personality disorder (previously known as borderline personality disorder), chronic suicidal ideation, and the lasting effects of severe trauma. She explained that suicidal thoughts have been present since her twenties and that she has learnt to recognise triggers, although these remain unpredictable. During periods of crisis she often becomes unable to speak, communicating only through tears. At such times, she does not want to participate in group exercises, or to sit in crowded waiting rooms such as those in NHS hospitals, but would prefer a quiet, private space where she can feel safe. P believes that significant reductions in local mental health services, including changes in the last two years to services provided by Mind at the Stratford Advice Arcade and the relocation of the Recovery College from Newham, contributed to periods of crisis. Before these services existed, she relied almost entirely on her own coping strategies or paid privately for therapy, despite finding that many therapists lacked specialist trauma training. She expressed little confidence that future services will meet her needs, stating that she fears she will ultimately die because of her mental health, as services continue to disappear while demand continues to rise.
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Lifelong Trauma
P’s life has been shaped by multiple traumatic experiences. She described growing up with a narcissistic mother who rejected her, surviving domestic abuse, and being raped. She never received specialist counselling following the rape, and only accessed trauma therapy after leaving her abusive husband in the early 1990s. Although her husband was imprisoned for abusing her child, the sentence did not reflect the years of domestic violence she endured. She reflected that it did little to acknowledge the lifelong consequences experienced by herself and her daughter. As she stated, “he served six months, but we received a life sentence.” She believes trauma never truly disappears and that “the body never forgets.” She postponed much of her own recovery in order to support her daughter, sacrificing her own wellbeing. Sadly, they no longer have contact, which remains a source of great sadness. Hidden Lives and Invisible Struggles
One of the strongest themes emerging from the interview was that people’s suffering is often invisible. P explained that many people judged her without knowing anything about the experiences she had survived. This prompted my own personal reflection, and I concluded that I too had been guilty of judging P unfairly, based on how she sometimes presented herself in a combative way. Although P had been a regular visitor to Stratford Advice Arcade through several organisations, I had never fully understood the extent of the trauma she was carrying. Like many others, I had assumed she was coping. This interview reinforced the importance of never judging someone by outward appearances, and of recognising that many people accessing advice services are managing multiple hidden difficulties. As P herself said, “you should never judge a book by its cover.” Navigating the Benefits System
As a qualified advocate with over ten years’ experience supporting people with Personal Independence Payment (PIP), housing and welfare benefit applications, P was highly critical of the benefits assessment process. She believes that applicants with physical and mental health conditions often feel compelled to present themselves as less capable than they really are in order to be believed. She described feeling unable to dress
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smartly, make good eye contact or appear articulate, because these behaviours may be interpreted as evidence that she is not experiencing significant mental health difficulties. P recalled one assessment where she was told that the lift had broken down and that she would have to take the stairs to the first floor. She had to remind them of her disability, so they arranged for the interview to be conducted on the floor she was on. P believed it was a deliberate trick, because if she had been able to climb the stairs, it might have disqualified her claim. She also highlighted the stress of assessments, which can last several hours, and emphasised that people with mental health conditions should never have to attend alone. Advocacy support is essential but often unavailable. Although she has repeatedly offered her own services as an advocate, organisations have often declined because of insurance and volunteering arrangements, rather than her ability or experience. Digital Exclusion and Poor Online Services
P is digitally confident compared with many of the people she supports. Nevertheless, she described Newham Council’s website as confusing, poorly designed and difficult to navigate, even for experienced users, citing simple tasks such as applying for a parking permit as unnecessarily complicated. She worries particularly about older marginalised women who have limited English, low literacy, visual impairments or little digital confidence. She believes digital-only services create additional barriers rather than improving access. Although she is able to use some online systems, she stressed that many others simply cannot. Deafness and Communication Barriers
P is deeply involved in the Deaf community, having used British Sign Language (BSL) since adolescence and studied Deaf Studies and Education at degree level. She wears two hearing aids and explained that hearing loss creates additional barriers when accessing services. Although co-production projects often provide interpreters, this support is not routinely available in everyday interactions. Large meetings become overwhelming because of background noise, despite her hearing aids. She also explained that many Deaf people rely on specialist BSL interpreting apps that charge users for interpretation minutes. While some organisations can be contacted free of charge through these services, many cannot, meaning Deaf people often
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incur additional costs simply to access healthcare, local authorities or other services. She pays approximately £200 each year for one package of interpretation minutes. P argued that websites should routinely include BSL videos, audio options and more accessible design, rather than assuming everyone can read lengthy written information. Co-production and Community Contribution
Despite managing significant health challenges, P remains heavily involved in improving services. She contributes to numerous coproduction groups, including domestic abuse strategy development, disability equipment projects, residents’ advisory groups and older people’s forums. She also proactively signposts people to food banks, welfare advice and other community resources, and has voluntarily produced a comprehensive list of food banks and places where people can eat for free throughout the borough, which she shares widely. Her experience demonstrates that people with lived experience are valuable contributors to service development, yet they are often overlooked or excluded.
Interview 3: Group Interview, Elim Church, East Ham A group of five women of African Caribbean background, all retired, with ages ranging from their late sixties to their seventies. All of the women were Newham residents.
A recurring theme throughout the discussion was the difficulty participants experienced in navigating advice and support services. Several women described how identifying the correct organisation to deal with their particular issue was often confusing and frustrating. One participant explained that seeking advice about immigration often resulted in being referred from one organisation to another, because the initial agency did not specialise in that area. Participants expressed concern that referrals to solicitors did not always lead to good outcomes, with one woman commenting that some solicitors would “take your money and don’t do anything.” Housing advice was also described as difficult to access. One participant had only recently discovered that housing enquiries were divided into different teams depending on a person’s age and circumstances, demonstrating that navigating public services required knowledge that many people simply did not possess. Participants acknowledged that organisations such as
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Age UK often attempted to help, but if they could not deal with a particular issue, they would usually refer clients elsewhere, continuing the cycle of multiple referrals. Several participants reflected on the decline in local advice provision within Newham. Some remembered when Citizens Advice Bureau services operated from Stratford Advice Arcade, Custom House and Canning Town, and described how, following their closure, there were long periods when no comprehensive advice service existed within the borough. Although services have since reopened in parts of Canning Town, participants anticipated a repeat of the earlier years, when services were frequently overwhelmed by demand. Long queues, extended waiting times and limited daily appointments meant that many people were turned away without receiving assistance. Many women described poor experiences when contacting the local authority. One participant had been transferred between six different departments before speaking to the correct person. Others described repair requests being incorrectly recorded, appointments being missed and council staff attending to fix the wrong problem. Participants reported waiting at home all day for repair appointments, only to later receive a card through their letter box stating that nobody had answered the door, despite never hearing anyone knock. Telephone communication was another significant source of dissatisfaction. Participants described automated telephone systems requiring callers to “press 1, press 2, press 3,” often resulting in long waits before the call was eventually disconnected. Several women explained that even when they had the name of a member of staff, they were unable to contact them directly. Others were concerned about receiving calls from professionals on private or withheld numbers, making it impossible to return missed calls and increasing fears about scams. Similar concerns were raised about GP surgeries and other public services that routinely withheld their numbers. Participants also discussed the complexity of claiming welfare benefits. One woman had been told by a council officer that she might qualify for Attendance Allowance, and was promised help to complete the application. Despite requesting the forms in January, several months later she was still waiting for the promised support and had been unable to contact the officer. Eventually the original application became invalid and she had to begin the process again. Another participant described Pension
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Credit applications as requiring extensive personal information and involving multiple administrative hurdles, simply to receive a relatively small financial entitlement. The complexity of benefit application forms emerged as a major barrier. Participants referred to lengthy forms – in the case of Attendance Allowance, for example, exceeding fifty pages – which many older people found intimidating and difficult to complete independently. One woman explained that it had taken her approximately four weeks to complete her Pension Credit application by working on it gradually. Others felt that many older people were unaware of benefits they might be entitled to. Participants suggested that a service able to conduct simple eligibility checks before people completed lengthy application forms would save considerable time, reduce anxiety and prevent unnecessary disappointment. Throughout the discussion, participants consistently expressed a strong preference for face-to-face advice. While some acknowledged they would use digital services if absolutely necessary, most regarded online systems as impersonal, confusing and intimidating. Several women admitted they lacked confidence in using computers and worried about pressing the wrong button or making irreversible mistakes. Others relied entirely on their children to complete online applications on their behalf. Telephone-based services were viewed as little better. One participant explained that although organisations displayed notices warning clients not to abuse staff, prolonged waiting times and repeated service failures often left vulnerable people feeling angry and powerless. Participants were particularly critical of being advised to use public computers in libraries. They were concerned about entering personal and financial information on shared computers, and worried that they would not know how to remove their personal information afterwards. Although library staff could help users log on, they were unable to stay with them throughout the process because of competing demands.
Interview 4: C C is an African Caribbean woman who has lived in Newham all of her adult life. She is past retirement age and formerly held a senior role in the NHS. She is a mother and grandmother, and has had caring responsibilities for elderly parents.
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C’s interview highlights the interconnected challenges of ageing, chronic illness, digitalisation and the decline of accessible local advice services. While she demonstrates resilience and problemsolving skills, her experiences reveal how increasingly digital public services can create barriers even for relatively digitally capable older people. Financial Concerns and Uncertainty
Although C receives both a State Pension and an occupational pension, she remains concerned about the rising cost of living and her long-term financial security. She consciously tries not to dwell on worries beyond her control, recognising that stress exacerbates her Multiple Sclerosis (MS). However, she expressed uncertainty about whether she is receiving the correct pension entitlement, particularly relating to SERPS. Despite believing she has paid more than the required qualifying years of National Insurance contributions, she received inadequate assistance when she contacted HMRC. After being promised information that never arrived, she abandoned the issue because the process felt too difficult and confusing. This illustrates how older people may stop pursuing legitimate entitlements when systems become complex or unresponsive. Experiences of Disability Benefits
C applied for Personal Independence Payment (PIP) before the COVID-19 pandemic because of the effects of MS, including fatigue, joint pain, and bladder and bowel problems. She completed the application independently and attended a faceto-face assessment, but her claim was rejected. She now believes she did not provide enough information about how her condition affected her daily life, and may have had a different outcome with help to complete the form. She felt the assessment focused largely on visible physical ability, such as whether she could ‘walk, sit and stand’, rather than the fluctuating nature of MS or the impact of fatigue. Discouraged, she chose not to pursue the claim further. Reflecting on the experience, she suggested that today she would probably use artificial intelligence (AI) to help complete benefit forms more effectively. Loss of Local Advice Services
C recalled that there were once many places where residents could obtain face-to-face advice, but believes these services have largely disappeared. Although she considered contacting Age Concern, she was unsure where services were now located and found little information about what support existed. She
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emphasised that any service would need to be centrally located, although she would be willing to travel further for a confirmed appointment. Digital Confidence and Digital Anxiety
C described herself as reasonably confident using technology. Nevertheless, she acknowledged that age has affected her confidence. She sometimes forgets how to complete tasks such as sending emails and has to ask her daughter for help. Although these are tasks she has completed many times before, particularly as a former NHS professional, forgetting increases her anxiety and undermines her confidence. Her experience illustrates that digital exclusion is not simply about lacking digital skills, but also about confidence, memory, reassurance and the emotional impact of making mistakes. Frustration with Automated Healthcare Systems
One of C’s strongest concerns related to the increasing use of AI in primary healthcare. She described considerable frustration with her GP surgery’s “EMMA” digital triage system, which required callers to explain their symptoms to an AI system before they could reach a receptionist. She felt the system failed to understand her medical problem and prevented her from speaking to a member of staff, instead advising her to contact NHS 111, call 999 or attend Accident and Emergency. C formally complained to the surgery, and now prefers to visit in person to arrange appointments. Her concerns extended beyond her own experience. She questioned how people in their eighties, or anyone unable to describe their symptoms clearly, would manage such systems. As a retired midwife, she believed that some conditions require face-to-face assessment and clinical judgement rather than algorithm-based triage, citing a pregnant mother with swollen legs as an example, as this could indicate something more serious such as pre-eclampsia. She was also reluctant to disclose detailed personal health information on online forms, uncertain who would read them or whether they would have appropriate medical training. Managing Health by Reducing Stress
Living with MS means C actively manages stress. She has identified that extreme heat and anxiety worsen her symptoms, causing numbness in her legs and sometimes requiring steroid
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treatment. This demonstrates how administrative barriers, complex systems and frustrating digital processes can have direct health consequences for people with chronic illnesses.
Interview 5: D D is an African Caribbean woman born and raised in Newham. She is in her early fifties and is employed as a fulltime advocate for a national charity.
During the interview, D reflected on both her professional experience supporting vulnerable clients and her own experience of living with dyslexia and dyspraxia. As a mental health advocate, she is required to visit clients within the borough, across London or beyond, depending on where they are placed. Her conditions create barriers when travelling to unfamiliar places, understanding complex information and accessing digital services. One of D’s main challenges is navigating to new locations. Conventional tools such as Google Maps are difficult for her to use, because she needs simple, step-by-step written instructions rather than distance-based directions. Travelling to unfamiliar locations causes significant anxiety, particularly when meeting clients for the first time. On many occasions she has paid for taxis out of her own pocket because she could not confidently find her destination, creating an additional financial burden that she cannot reclaim. Specialist navigation apps are expensive, and because she works for a large national charity, funding through the Access to Work scheme has not been available. She believes employers and government agencies should do more to provide reasonable adjustments for disabled employees. Although D supports others professionally, she acknowledged that she also needs help with complicated policies, employment matters or legal information. She often needs complex information broken down into simpler language, and relies on colleagues, managers, Citizens Advice and, increasingly, ChatGPT to help her understand issues before seeking specialist advice. D described advocacy as enabling people to have their voices heard, rather than solving every problem for them. Advocates help clients understand services, navigate complex systems and ensure professionals listen to their wishes. However, she recognised that advocates have limited powers and cannot always overcome delays or poor practice by public services.
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Heavy caseloads also mean advocates must carefully manage clients’ expectations. She also described advocating for people detained under the Mental Health Act – ensuring their views are represented, supporting discharge planning, and helping families remain involved – and emphasised that proximity to family and community is often essential for recovery. A recurring theme was the difficulty many people experience in finding appropriate support. D believes there is an assumption that people know what services exist and how to access them, particularly in areas where they have lived for many years. In reality, many vulnerable people are unaware of available support unless they are referred by professionals. She argued that local authorities have an important responsibility to help residents navigate services, and that information cannot rely solely on websites or social media. Instead, services should reach out into communities through volunteers, neighbourhood networks and face-to-face engagement.
Key Themes The three themes that stood out the most across the interviews were: 1. Resilience
A dominant message across the interviews is that resilience is often invisible. Many participants appeared outwardly composed, yet their stories revealed significant emotional, physical and social burdens. Several interviewees described managing complex challenges – health issues, caring responsibilities or long-term stress – while insisting they were ‘fine’. This contrast highlights how resilience can mask distress, and how easily people’s struggles can be overlooked. Participants frequently downplayed their difficulties, revealing deeper issues only once trust was established, and those who seemed most selfsufficient were often carrying the heaviest loads. This theme underscores the need for advice and support services that listen without judgement and recognise the whole person, not just the presenting problem. 2. Family
Family relationships – supportive, strained or absent – played a central role in shaping participants’ experiences. For some, family was a source of strength; they acted as carers for relatives, often
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with pride but also with exhaustion, and expressed a desire for respite. Others relied on adult children to navigate the digital world, particularly online forms and benefits systems. One interviewee’s story was especially poignant. Having endured a turbulent childhood, and now estranged from her only child, she described having no one to leave her assets or belongings to. When asked about wills and Power of Attorney, she said: “When they find me I will have a note pasted on my fridge outlining my wishes.” Her situation illustrated not only profound isolation and the emotional consequences of fractured family ties, but also the resilient ‘mask’: outwardly composed, but experiencing significant turmoil in her personal life. 3. Digital and Financial Insecurity
Anxiety about the digital world was widespread and closely linked to fears about financial instability. Many interviewees found online systems confusing or intimidating, especially when completing welfare or benefits applications. This digital anxiety often resulted in non-take-up of entitlements, simply because the process felt too overwhelming or risky. Participants expressed fear of making mistakes online that could jeopardise their income, and several avoided digital forms altogether, even when financial support might be available. The digital environment was described as “confusing”, “stressful” and “not made for people like me”. Digital exclusion is not just a technical barrier – it has emotional and financial consequences that deepen vulnerability. Together, these themes reveal a layered picture: resilience that hides need, family relationships that shape coping, and digital systems that amplify insecurity. The data suggests that support services must be holistic, relational and sensitive to the hidden realities behind people’s everyday struggles.
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Illustrative image: Their Own Voices, a play by Olivene Howell, created as the creative output of her research.
Access to Advice and Support
Creative Output Their Own Voices: A Play For her creative output, Olivene wrote Their Own Voices, a play based on the outcome of her research into access to advice and support for older marginalised women in the digital age. How it was made
The format of the play was drawn from one of the research recommendations: a regular support group for older women, meeting in a familiar community venue. Olivene created a fictional scenario in which all of her interviewees are gathered in one room, and the dialogue and discussions are drawn from the participants’ own voices. To protect their identities, every participant was given a fictitious name and, as an additional safeguard, dialogue was not always given to the character based on the woman who originally said it. The group facilitator is entirely fictitious. The story
On a miserable, rainy afternoon, a newly funded support group for older women meets at a community centre. Today’s theme is ‘Access to advice and support for marginalised women, particularly in the digital age’, but the legal-advice representative due to attend has sent last-minute apologies. That leaves the young facilitator, Serenity, to work through the researcher’s 22 questions with seven women aged between 51 and 72: April, Jeanette, Maude, Monica, Verna, Silvia and Julia. With humour, warmth and honesty, the women share their experiences: automated phone lines and an AI triage system at the GP surgery, queuing from 6am for a handful of advice appointments, daunting benefit assessments and fifty-page forms, the pressures of caring, and the disappearance of faceto-face services. The meeting closes with plans for future sessions on Windrush and on wills, and a quietly devastating moment that reminds everyone how much can lie hidden behind a composed exterior.
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Recommendations This research reflects the experiences of the nine women who participated in the interviews. The small sample means that the findings cannot represent all older marginalised women in Newham. In addition, time constraints prevented meaningful research with advice agencies operating in the borough. It is therefore not possible to reach a firm conclusion about the overall availability, accessibility or effectiveness of existing advice services. Nevertheless, the interviews indicate that older marginalised women may face practical and personal barriers when seeking support. Information published online is not necessarily accessible to women who lack digital skills, confidence, Englishlanguage proficiency or knowledge of the services available. Although Newham has services relating to benefits, debt, employment, housing and social care, the interviews suggest that some women may need trusted, face-to-face assistance to find and use them. Interviewee J’s proposal for a service specifically supporting older marginalised women offers a practical response. This could initially operate once a week, for a morning or afternoon, from an accessible and familiar venue. It could provide specialist advice about welfare benefits, housing, social care and other rights, as well as help with forms, referrals and communication with public bodies. Existing informal groups could also provide effective locations for outreach. For example, a specialist adviser could regularly attend the women’s group at Elim Church in East Ham. Delivering advice in a familiar community setting may make the service less intimidating and more accessible. Overall, the research suggests that the presence of services is not enough by itself. Services must also be visible, understandable and practically accessible to the women who need them. A combination of community-based outreach and a clearly identified central advice point would help reduce the gap between available support and actual access.
Access to Advice and Support
1. Pilot a weekly specialist advice session Newham Council could fund a six-month pilot for older marginalised women at an accessible community venue. The session should take place at the same time each week and provide confidential, face-to-face advice on: Welfare benefits and entitlement checks. Housing, rent arrears and homelessness prevention. Adult social care and carers’ rights. Debt, bills and financial hardship. Disability rights and reasonable adjustments. Immigration-related signposting where regulated specialist advice is required. Form filling, telephone calls, referrals and follow-up casework. The adviser should not only provide information but also help women complete the next practical step.
2. Test outreach through an established women’s group Informal meetings such as the women’s group at Elim Church in East Ham could be approached to host an initial monthly or fortnightly advice session. Using an established group would allow the Council to test demand in a trusted environment with relatively low set-up costs. The pilot should record attendance, presenting issues, referrals, completed applications and participant feedback. All personal data should be handled confidentially, and women should be able to speak to the adviser privately. 3. Create a central advice hub Participants’ positive view of the former Stratford Advice Arcade suggests value in having a recognisable central location where residents can access different kinds of support under one roof. Newham Council could examine the feasibility of establishing a similar one-stop advice hub, or designating an existing venue as a clearly advertised central advice point. A central hub should complement rather than replace neighbourhood outreach. Some women will find Stratford convenient, while others may be unable or unwilling to travel there.
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4. Develop a borough-wide outreach programme Advice sessions should rotate through different parts of Newham, particularly areas with high levels of poverty, overcrowding, disability, social isolation or limited English proficiency. Suitable venues could include: Libraries and community centres. Faith organisations. GP surgeries and health centres. Sheltered housing and older people’s accommodation. Food banks and community kitchens. Women’s groups and cultural associations. Venues should have step-free access, nearby public transport, accessible toilets and a private space for confidential conversations.
5. Provide information in accessible formats The Council and partner organisations should produce simple leaflets explaining: What help is available. Who is eligible. Where and when sessions take place. Whether appointments are required. How to request an interpreter or accessibility adjustment. A telephone number for people who cannot use online services. Leaflets should use plain English, large print and translated versions reflecting Newham’s main community languages. They should be distributed through trusted places rather than relying only on council offices or websites.
Access to Advice and Support
Acknowledgements I am extremely grateful to all the participants who willingly gave up their time, travelled to the ELBWO Centre and subjected themselves to what was, at times, an intense interviewing process. Their openness, patience and willingness to share their experiences have made an invaluable contribution to this research. To D, who arrived tired after an exhausting day at work, I am particularly grateful for your patience. I had not realised that a keep-fit class was taking place that evening, which meant that we had to move from the main hall to a side office. You patiently waited while a huge amount of gym equipment was moved out of the office, and you were not deterred by the noise and music coming from the hall or the intermittent interruptions from gym users passing through. Thank you for persevering despite these less than ideal circumstances. To E, thank you for allowing me to interrupt your ladies’ usual Bible study and social meeting. I am especially grateful for the significant contribution you made to the discussion and for the openness with which you encouraged the women to participate. I would also like to thank the members of the group, who were so lively, friendly and full of fun. I thoroughly enjoyed listening back to the recording and found myself laughing at some of the dialogue. Your warmth and spontaneity brought a very human dimension to the research. To J and C, I want to offer a particular apology for not previously recognising or appreciating some of the struggles that were taking place in plain sight. I had, perhaps unconsciously, viewed you simply as strong Black women who were accustomed to coping with challenging situations. Listening to your experiences made me reflect on how easily strength and resilience can mask the difficulties that someone may be experiencing. Thank you for allowing me to see beyond that assumption and for sharing your experiences with me. I would also like to thank J for linking me with P and with other potential participants. Unfortunately, because of the limited time available, I was unable to include everyone who was suggested
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to me. I am nevertheless grateful for those introductions and for the willingness of others to consider taking part. To P, thank you for your openness and frankness in sharing some deeply personal experiences. I was humbled by your honesty, bravery and resilience. I sincerely hope that, in time, you are able to find reconciliation and peace in your personal circumstances. All of the participants demonstrated a level of altruism, patience and generosity that I greatly admire. They patiently listened as I worked through the Participant Information Sheet and Consent Form, and then gave their time to what could sometimes be a demanding and emotional interview process. I recognise that participating in research requires people to give not only their time but, in some cases, a significant part of themselves. Finally, due to the time constraints of the research, I was regrettably unable to conduct a face-to-face interview with another potential participant, despite her willingness to take part. I was, however, fortunate enough to have a long and enlightening conversation with her by telephone. Some of the experiences she shared were deeply poignant and profoundly sad, and I came away feeling that her contribution would have greatly enhanced the research had time allowed me to include it formally. I am conscious that the experiences shared with me represent only a small part of each participant’s life, and that behind many of their answers there were stories that could not be fully captured within the confines of this research. I therefore want to end by expressing my sincere thanks to every woman who trusted me enough to share her experiences. I hope that I have represented those experiences with the respect, sensitivity and honesty that they deserve.