The Growing Concern Over Digital Exclusion Among Older Adults
Millions of older adults in the UK are facing significant challenges due to limited or no access to the internet. According to Age UK, many struggle with everyday tasks such as paying for parking and scheduling appointments with the National Health Service (NHS). This issue is becoming increasingly urgent as more public services shift toward digital platforms.
One of the main concerns raised by the charity is the difficulty older people face when applying for a Blue Badge, which provides access to special parking bays and pick-up points for individuals with disabilities or mobility issues. Many have shared their frustrations about navigating online systems that are not designed with their needs in mind.
Age UK recently submitted a petition signed by 170,000 people to 10 Downing Street, urging the government to ensure that older individuals are not left behind by the growing reliance on digital services. The charity is calling for clear guarantees that all public services, including the NHS and local councils, will continue to offer offline alternatives.
These alternatives could include in-person services or assisted access for those who are unable or unwilling to use the internet. The goal is to make sure that everyone, regardless of age or technological proficiency, can access essential services without being excluded.
Statistics Highlight the Scale of the Problem
According to Age UK research, one in five people aged 65 and above uses the internet less than once a month or not at all. The numbers are even higher among specific groups: 32% of older Black people, 30% of those living alone, 26% of older Asian people, and 22% of older women or those struggling financially.
Additionally, 31% of older people reported poor IT skills, while 22% said they lacked trust in the internet. The survey also found that 12% of over-65s do not use a mobile phone, and 33% do not own a smartphone. Some 7% of older adults have reduced their internet usage over the past year, which may reflect declining ability or interest as they grow older.
Challenges Faced by Older Adults
The shift to digital-first policies is causing concern among older adults, who feel that they are being forced into an environment that does not accommodate their needs. Sue, a 73-year-old from London, has very poor eyesight and cannot use computers or smartphones. She says:
“Everything is online these days. Trying to deal with some local authorities is an absolute nightmare if you don’t have people around you who can do it for you. I shouldn’t have to give someone my personal information. I want to be treated equally.”
Mike, 76, adds that the stress and frustration of using online services often lead to feelings of rejection and exclusion. Janet, 74, shares her experience of giving up on trying to get doctor appointments after a knee replacement, resulting in a lack of pain relief and difficulty accessing necessary care.
What Does the Government Say?
A government spokesperson responded to the concerns, stating: “We recognize that older people are more likely to be digitally excluded, which is why through our Digital Inclusion Action Plan we are ensuring that no one is left behind in the digital age, whatever their age.”
The plan includes efforts to help people get online, donate pre-loved technology, and ensure that digital public services remain accessible. The government also highlights that 99% of the UK now has access to affordable broadband and mobile tariffs starting at £10 per month.
Calls for Better Support
Caroline Abrahams, director of Age UK, emphasizes the importance of a digitally inclusive approach. She states, “Some people will always be offline or only basic users, for various reasons. However inconvenient this reality may be, we must factor it into how we design services.”
Abrahams also notes that the transition to digital services must be carefully planned to avoid excluding millions of older adults. She suggests that alternative solutions, such as tech-based approaches that do not require direct manipulation by the user, could help bridge the gap.
Resources Available
For those who find it difficult to use online services or know someone who doesn’t go online, Age UK offers support through its Digital Champions service. You can learn more by visiting the website or calling 0800 169 6565.
