Broadband engineers trained to support older residents in pioneering new partnership

Quickline engineers are trained by Age UK Hull and east Yorkshire to better understand the needs of older customers

THE partnership – believed to be one of the first initiatives of its kind in the country – will see Quickline colleagues trained by the charity to better understand the needs of older customers, recognise potential concerns and ensure people feel confident and supported when welcoming engineers into their homes.

Installation engineers, who regularly visit customers to connect homes to full fibre broadband, will be among the first to receive the specialist training.

Customer service, sales and technical support teams will also take part, ensuring older residents receive a more informed and empathetic experience whether they are speaking to someone on the phone or receiving help at home.

But the partnership goes further than training.

Quickline will also fund a new digital support initiative that will enable housebound people to make better use of their broadband connection and digital devices.

Age UK Hull and East Yorkshire will take referrals and visit eligible residents in their homes, helping them learn how to use the internet, access online services and build confidence with devices such as tablets and smartphones.

In addition, Quickline will help Age UK Hull and East Yorkshire expand their existing IT support groups, reaching more rural communities across the East Riding of Yorkshire.

These regular drop-in sessions are facilitated by Age UK Hull and East Yorkshire Digital Champions and a Digital Co-ordinator. Quickline’s funding will enable residents to access these services, improving confidence and further reducing isolation.

Simon Himsworth, Chief Executive at Age UK Hull and East Yorkshire, said the partnership recognises the growing importance of digital inclusion for older people in the region.

“The East Riding has a significantly higher proportion of older residents than the national average, with almost half of the population aged 50 and above,” he said.

“That means organisations like Quickline are very likely to interact with older people every day. By proactively working with us and investing in training, they are helping ensure their teams understand the needs of older customers and are equipped to support them properly.”

“Digital connectivity is becoming essential for accessing services, staying in touch with family and managing everyday life. Partnerships like this help ensure older people aren’t left behind.”

Quickline says the partnership reflects its commitment to supporting the communities where it is rolling out full fibre broadband.

Rachel Bowerman, Social Values Manager at Quickline, said: “Many of the communities we serve across Yorkshire and Lincolnshire have a higher proportion of older residents.

“We want every customer to feel confident, comfortable and supported when we connect their homes.

“Working with Age UK Hull and East Yorkshire will help our teams better understand the needs of older customers and deliver the best possible experience.

“At the same time, funding digital skills support will help ensure people can make the most of the connectivity we’re bringing to their communities.”

The initiative forms part of Quickline’s wider social value commitment under Project Gigabit, the UK Government programme delivering gigabit-capable broadband to hard-to-reach rural communities.