Welcome to the November issue of the trainer newsletter, we hope you are all staying safe and healthy.

Please read on for information on the new WAD customer services department, a great example of a written case study, an exciting new contract and some other reminders to refresh your memory.

- Regards, The Trainer Network and Quality Assurance team (QACT)
Customer Services Department

We are pleased to let you know that the Customer Services Department is now live!

Our Customer Services Department is our barometer of success, working with our trainers, centres, delivery partners and customers to help us improve our service from start to finish.  Our proactive approach ensures that we are responsive to feedback, identifying solutions and securing a positive and impactful conclusion.

The team can be contacted by email or calling on the number below
Phone: 03333 444 019 Option 6

PA Housing

We are excited to let you know that PA Housing has signed an updated contract with We Are Digital and will be delivering both Digital and Financial Inclusion training remotely. 

PA Housing is based in the Midlands, South East and London. They are an award-winning housing provider of affordable, quality homes, but their business is about more than property - it is about people. You can find out more on their website here:

Delivery will commence in January 2021 so until then we will be working with the client closely to get the project set up phase complete including all the documentation so watch this space for more information.
To assist in the processing and payment of your invoices, please ensure the date field correctly shows the date of invoice submission and also includes the total numbers of hours worked.

The process for payment is as follows:

• Invoices received on or before the 1st of the month will be paid within 7 working days assuming there are no discrepancies

• Invoices with discrepancies will need to be investigated resulting in a short delay of payment; until the discrepancies are resolved

• Invoices received after the 1st of the month will be processed and paid in the next payment run (assuming there are no discrepancies)

Please include the lesson type on the invoice
  • DI - Digital Inclusion
  • UKVI/EUSS - Assisted Digital
  • DB - Digital Bridge
If you have any queries regarding the process please contact the Trainer Network team at
Mr M’s Story

We have recently completed a case study with one of our Digital Helpline (LGB) learners that we wanted to share with you as a glowing example of what a case study can be.

Case Study

Current Situation
Mr M studied classical music in the violin and French horn.  When he left his studies, he started in catering, which he loved, and ended up working in a hotel.  He took over the village pub franchise with his sister but became an alcoholic.  He walked away and found himself in trouble and on the street.  He walked from Birmingham to Brighton, stopping at Portsmouth to see his mum.  He finally got to Brighton – it was Gay Pride weekend and he found himself.  He got to know the street people and battled his addiction.  St Mungo’s suggested looking at a hostel and when he thought he was ready, he applied for the Council private rental scheme.  He’s been in his new place for 6 weeks and is now in part time work as a cleaner.  Mr M has Obsessive Compulsive Disorder (OCD) so cleaning is the perfect job for him.  He takes great pride in keeping a clean and tidy home, he is Immensely well and has a good diet.  He is currently undergoing bereavement counselling for his mother who died 20 years ago but he didn’t get over it.  He will always be drawn to music and says he gets lost listening to Mozart and doing jigsaw puzzles.  He is recovering well from his addiction. 
Experience in the Digital World
Mr M’s exposure to technology has been through the places he has worked but this was limited.  He resisted having a mobile for a long time and only had 99p pay-as-you-go phone.  He did have use of a computer in the hostel.  Especially because of lockdown, he felt he needed a good device. 
As he started to turn his personal situation around, more and more people started communicating with him by email.  His phone couldn’t cope, and he was gifted a Samsung which had a broken screen, but this didn’t work properly.  He thought it would be good to be able to manage his finances online and take more control.
Success Factors
Southdown Housing, who he has contact with through the private rented scheme, put Mr M in touch with We Are Digital for a free tablet via the Digital Helpline.  He spoke to a lovely guy who explained how it would work.  He was offered training, but the device came with a comprehensive booklet which ‘explained everything to the dot’. 
At the time, he’d just moved and was panicky about setting everything up.  Once he got his tablet, he set up bills, online banking and Emails.  He hasn’t tried Zoom yet but is on Facebook.  He would like to go to his church – he misses the atmosphere and we explored the possibility of joining services remotely.  He told me he likes to be in control of his finances and can now check his account every day and said he would have struggled without the tablet.  He shops online for furniture, is in regular contact with his dad online and his relationship is restored and very close.  He is also in touch with people he went to school with and Covid has brought them all closer. 
Mr M is looking forward to a bright future.  Although he is only working 16 hours per week, he is on housing benefit and his rent is paid.  He wants to be back in full-time employment and believes this opportunity may exist where he currently works, but he wants to build trust.  He realises he has   to bring himself up to date, but he has a great positive mentality and loves his life and home but might want a car again in the future. 


Paula will be going on maternity leave in the not too distant future, therefore, we are looking for someone to hold the fort while she will be spending some quality time with her baby.

We are currently taking applications for a Trainer Network and Quality Assurance Officer, this is a 12-month, full time, fixed contract.

Please click
here for more details.

Please feel free to share this on your social media platforms and with anyone you think may be appropriate for this role.

Building Better Foundations for the Future
You may recall from the last newsletter that We Are Digital are embarking on a project to enhance and replace our existing business operations system. We asked for your feedback around processes for onboarding, assigning bookings, completing bookings, surveys, no shows, cancellations, and ultimately the payment for your work, to ensure that the systems we build are not only right for the needs of We Are Digital but that your requirements are also met where possible.

If you would like to let us know your thoughts around our existing processes or would like more information on the project in general, please email  
Regular Reminders
Contacting We Are Digital
Please ensure that you are directing your emails to the department relevant to your query or booking .This ensures your email is being picked up and handled by the right team:
  • - Lloyds Banking Group booking enquiries (not to be contacted for equipment queries)
  • - for any remote lesson queries - excluding Lloyds Banking Group and Assisted Digital (Home Office)
  • - for any equipment or sim card related queries
  • - your main point of contact for anything else
  • - Customer Services department
We would strongly encourage you to call us rather than email if you have an urgent query relating to a session. Emails may actually take longer to respond to so we recommend using the useful contact numbers mentioned below.

We also strongly recommend that you do not email individuals, but instead use the email addresses above to send your queries to a shared mailbox where multiple people have access. Your email is much more likely to be responded to in a timely manner.

The following administration is imperative to ensure we are feeding back to clients, taking onboard trainer feedback and ensuring invoices are correctly billed to clients, and paid to our trainers:
  • Notifying the relevant booking team of changes to appointments i.e. you or your learner has changed the appointment date/time, or a learner has cancelled the appointment, or the learner has not turned up for an appointment
  • Completion of the relevant trainer and learner surveys after EVERY session
  • Notifying the relevant team if a feedback survey has not been completed and the reason why
Connecting with WAD
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Useful Contact Numbers

WAD Office
0333 344 4019
  • Press 1 - Enquiries for Digital Inclusion training and equipment queries
  • Press 2 - Enquiries for Financial Inclusion training and debt advice appointments
  • Press 3 - Speak to Accounts team
  • Press 4 - Speak to Sales team
  • Press 5 - Speak to Tutor & QA team
  • Press 6Customer Services and all other enquiries
Digital Bridge Helpline (Lloyds Banking Group)
0345 222 0333
WAD Home Office Contact Centre
0333 344 5675 option 3
Email Address -
November 2020
If you have had any experience with the Essential Skills Funding Agency (ESFA), or know of anybody who has, please pass on our details and get in touch with us at:
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