Given the government’s ‘digital by default’ approach for accessing services and benefits online as part of the welfare reform changes, the research findings that only 1 in 10 of those not currently online had any interest in accessing the internet are worrying.
The majority of those with no desire to access the internet (65%) say they are ‘simply not interested’ as they can already access information through other routes, while 22 per cent cite little experience using the internet or poor computer skills, with a further 9 per cent citing cost.
Orbit notes that housing providers will need to support their most vulnerable customers who are least likely to have internet access or have low confidence in using technology. As cost is a major barrier, providers will need to signpost people to local free online services and consider providing access in communal schemes.
But Orbit concludes that, although education and other steps to promote internet usage may increase take-up, there will probably always be a remaining group of customers who choose to remain digitally excluded.