Digital Exclusion

I beg to move,

That this House has considered digital exclusion.

Prynhawn da, Mrs Harris; it is a pleasure to see you in the Chair this afternoon. It is abundantly clear that we are living in an increasingly digital world where technology has become essential to the way we socialise, work, shop, learn, manage finances and gain access to vital services. Digital skills, connectivity and equipment are all now essential to enabling an individual to fully participate in modern society. For the majority of the population, that has made life easier.

Tasks that would have required someone to leave the comfort of their own house in the past are now performed at the tap of a screen or the click of a button. Information that might once have required significant research can be recovered instantaneously. For the most part, those trends do not pose problems for people, but for the minority who might lack the digital skills or confidence to gain access to those services, it can make the world more and more inaccessible.

Many of my constituents cannot work the system. They do not know how to or they give up, which means they miss out on vital NHS appointments and so on. Does the hon. Member agree with me that a back-up, offline system with a real voice at the end of a line would be a good idea?

I agree. I will say no more about that because of the number of people who want to speak.

I congratulate my hon. Friend on securing this debate. He has clearly touched a nerve, given the number of people here. I think digital exclusion is often about rationing. I came across that with the legal aid cuts, where a lot of services are online and not accessed by people. It is now happening with GP services. There are 2 million people in north-west London who, from April, might have to go through a GP hub to access where they go. Already we have practices deciding that people have to send an online form and photographs before they can even get access to a GP. It excludes so many people from basic services.

I thank my hon Friend for his intervention. He is right. Age UK conducted a survey in 2022 on the trends in digital technology for those over 65. It found that in total there are about 2.7 million people over the age of 65 who do not use the internet, which is about one fifth of that population group. Similarly, it was found that over 40% of the over-75s were unable to turn on their device and successfully log in, and 47% were unable to find and open programs. Those are people who had internet access. That aspect is sometimes overlooked. For someone who has grown up in the world of computers, using them seems like second nature, but to some people it is something that they just cannot deal with.

The hon. Gentleman has really touched on what a lot of people feel in their daily lives: digital exclusion. So much of life today talks about inclusion. Is it not time the Government and business looked for strategies to enable digital inclusion for the wider public? We know from our postbags and everything else that people have real difficulty with this. I congratulate the hon. Gentleman for taking this matter forward because it is something that touches so many.

I thank the hon. Member for his intervention. I will come on to some questions and challenges for the Government. The fact that we have so many Members here suggests that many things that we deal with as Members of Parliament are a result of digital exclusion.

I thank the hon. Member for giving way. I can give a live example of digital exclusion in my constituency. The local council is introducing a charge on emptying garden bins from 1 April. It has an early bird offer of £20 rather than £37, but that is available only to residents who pay online. That not only excludes people, but impacts them financially. Will he join me in condemning Erewash Borough Council and its blatant digital exclusion?

I thank the hon. Lady for her intervention. I suggest she talks to the leadership of the council to see whether an accommodation can be reached. Services should be available at the same price to everyone, regardless of their digital access.

I will not take any more interventions because I realise others wish to speak, but I will talk briefly about the banking sector, which has seen many branches close across the country, including in my own constituency of Ellesmere Port and Neston. In Neston there are no banks any more and Ellesmere Port has lost some. The nearest offline options for customers of the banks are often a significant journey away. With public transport the way it is, it is not always easy. Banks now expect customers to switch to online provisions, but that is not possible for some people. Even if they can do that, there is increased hesitation because of concerns about online fraud. Being able to access banking facilities readily should be a basic tenet of our society. At the moment, it is too difficult for too many people.

Car parking payment is another area that has increasingly moved online. App-based payment systems are becoming commonplace, but those without smartphones can find that difficult. Even when they have a smartphone, they may not have the knowhow or mobile data to download the app, meaning they can sometimes struggle to pay for car parking. One of my constituents, Keith, said:

“My problem is with car parking. Everything is done through the phone, and if you have an old phone it is a problem downloading an app while standing in the rain, with an impatient queue behind you.”

He is, no doubt, not alone. This is mainly a problem with private parking outfits. To be fair, my local authority does offer the alternative of paying in cash for the machines, but they do not always work. In relation to local authorities, Age UK has highlighted the difficulties in making applications for blue badges, housing support and council tax reductions.

Will the hon. Gentleman give way?

I give way one more time.

It is not just those who are digitally excluded. There are various levels of digital exclusion. The other week I was in touch with my mobile phone company and I felt digitally excluded from EE, trying to get through the gates. The issue is not just about those who we assume are digitally excluded in all areas; some of us are digitally excluded in some areas, given the levels of sophistication that are coming in. As the hon. Gentleman says, things have changed so much over the past number of years.

I am grateful to the hon. Member for his intervention. As my hon. Friend the Member for Hammersmith (Andy Slaughter) said, sometimes organisations will use that as a way of rationing access. Many hon. Members who have tried to cancel a contract will know that it is very difficult and they have to go through a series of gateways.

I will conclude because I know many other hon. Members want to speak. I do not want to stand in the way of progress, but we must be careful not to leave people behind. We need cast-iron, enforceable commitments that all services, whether public or private, can be accessed in person. There will always be people who, for whatever reason, will not be able to access services online, and there will always be situations where individual circumstances need to be explained in person. That right needs not just to exist on a piece of paper but to be exercisable in reality. Signposting to in-person options should be clear and easy to use and not something that should be squirreled away just to fulfil a duty that is not actually accessible in practice. We would not tolerate people being denied access to services on any other basis so we should not tolerate it on this basis either.

Order. As hon. Members can see, the debate is oversubscribed and there will therefore be a two-minute time limit. I remind colleagues of two things: if they wish to speak, they need to bob; and any interventions taken will cause other colleagues to lose time further on in the debate.

I congratulate the hon. Member for Ellesmere Port and Neston (Justin Madders) on securing this important debate. Digital exclusion is a social, economic and increasingly political issue. I came into politics to preserve what we should all be preserving in this place: the freedom of the individual. Sadly, those rights are being diminished day after day. I am not a luddite and I am not against the technological age—indeed, I welcome it. Yet with every advance, we must also make sure that the rights and freedoms of the individual advance at a similar pace.

Derbyshire Dales, where I live, is particularly affected because of the geography. We have had a lot of money from the Government and they have upheld their promises in a large regard. However, we still have patches of poor connectivity. I remind everybody of what Lloyds bank said in 2021: as many as 10 million people do not have the basic foundation skills to be able to access the digital world. That is one in six individuals. Putting aside other things that might disadvantage them, such as not having a smartphone or, as in Derbyshire Dales, not having technology that can work in the dales because of the difficulty with signals, that is a huge number of people.

Digital exclusion disproportionately erodes the rights of our elderly and disadvantaged people, along with the basic tenets of society such as small businesses. I have seen that quickly in Derbyshire Dales and with my experience in the campaign against the National Westminster Bank. The chief executive was not available to see me for months, so the managing director told me he was committed to helping people transition. He said, “We have 60% of the people in your area connected to our online app.” I said, “I am talking about the 40%; that is what I am concerned about.”

Order. I call Sarah Dyke.