Service users and electronic service delivery in social housing, housing‐related support and social care Available to Purchase

This article reports on research into the introduction of electronic service delivery (ESD) by social landlords, social services and charities conducted during 2000‐2001 which collected data on the progress that had been made in developing ESD. It included interviews with service users, including older people, people with a mental health problem and vulnerable young people. Potential benefits are balanced by the concerns of service users that they would be obliged to make use of ESD, which would risk the further marginalisation of some people who are often socially, politically and economically excluded.