We’re all online now… aren’t we?

You’d certainly be forgiven for thinking that. After all, who hasn’t, if not used, at least heard of Amazon who started as an online marketplace for books and has grown into the world’s biggest online retailer?  Or social media site, Facebook, who claims three billion users worldwide? 

The most recent data from the Office for National Statistics (2020) shows that 92% of adults in the UK are internet users and it seems reasonable to assume the number has grown since then as we continue to shop, learn, fact-find and socialise online.  An increasing number of us are managing our banking and utility accounts virtually and, for many, the pandemic lockdown proved that working remotely really is possible.

But it doesn’t work for everybody

Ofcom’s 2023 Technology Tracker estimates that 7% of UK households do not have internet access at home, and The Good Things Foundation, who call themselves the UK’s leading digital inclusion charity, claim as many as 8.5 million adults lack basic digital skills, which, given that essential services such as healthcare are also moving online, is a significant problem.

At Citizens Advice, we see how digital exclusion can impact individuals and see that it can affect a variety of people of all ages in different circumstances and for different reasons.

Here are some case studies of our clients

Sean* has a number of debts and his local Citizens Advice is supporting him with a repayment plan.  Just one among the many he has is a large outstanding debt to his mobile phone provider, and his account has been suspended.  This means Sean has been unable to access his online Universal Credit journal.  He has missed a mandatory meeting at the Job Centre and has now been sanctioned.  Citizens Advice are not only trying to help him sort out and better manage his finances, we’re also negotiating with the DWP on his behalf, as his lack of digital access means he can’t do this himself.

Mary* is 88 and lives alone.  She doesn’t have anything to do with all this ‘new-fangled computer stuff’.  She likes a walk out to the bank to withdraw a bit of cash, and to the Post Office to pay her bills over the counter.  She enjoys a chat with the people who work there.  But her local branch of the bank closed six months ago, and now there are rumours about the Post Office closing too.  A neighbour has suggested she contact Citizens Advice to see what her options might be.  She wouldn’t know where to start on her own.

Brian* is severely visually impaired and he would like to apply for Personal Independence Payment.  He knows he’ll be eligible, and he also knows that there are alternative formats available for the forms he needs, but there’s so much information out there, particularly online, and he doesn’t feel confident that he can find everything he needs without some help. The Braille form is on its way and he has an appointment with his local Citizens Advice to help him complete it.

In addition to helping our clients individually, Citizens Advice is monitoring cases like these as part of our Research and Campaigns work, to hold Government and companies to account.  We want to ensure that nobody finds them self at a disadvantage because of a lack of digital access or skill.

If you don’t have internet access or feel that you don’t have the skill to navigate the digital world, you too can get in touch with Citizens Advice to access the help you need.

*Names changed for confidentiality

Citizens Advice South West Surrey contact details: