Age UK London and Age UK Bexley Partner with Bexley Council to Bridge the Digital Gap

• A collaboration on a unique age-friendly training for customer advisers dealing with older residents who are offline

Age UK London and Age UK Bexley has partnered with the customer service team at the London Borough of Bexley Council to provide age-friendly training to their customer service advisors. This initiative aims to better serve the older residents of the borough, particularly those who are not online or have limited online access.

The training aims to equip advisors with the necessary skills and knowledge to support and effectively signpost older residents and improve their customer experience, whether this is face to face or by telephone.  This is a significant step towards ensuring that all older people contacting the council, regardless of their digital capabilities, can access the support they need.

Age UK Bexley, a long-standing supporter of older people across the borough, offers a range of advice and information services. This partnership will further enhance their ability to meet the needs of the older community across the borough of Bexley.

Alison Baker, CEO, Age UK Bexley added,

“We are committed to supporting older people across the borough. This partnership allows us to extend our reach and ensure that even those with limited online access can get the help they need.”

Councillor Melvin Seymour, Cabinet Member for Adult Services at London Borough of Bexley commented on the initiative, saying,

“This partnership is a testament to our commitment to inclusivity and accessibility. We believe that everyone, regardless of age or digital proficiency, deserves support We’re proud to be working with Age UK London and Age UK Bexley to make this a reality.”

Age UK London, who run the ‘Mind the Digital Gap’ campaign, continues its mission to ensure equal access for all and to support older Londoners who are offline. This campaign has been instrumental in raising awareness about the challenges faced by the older generation in the digital age and advocating for inclusive solutions. Data released by Age UK London showed that over 200,000 older Londoners over 75 do not use the internet at all, almost the same as the population of the borough of Bexley.

A freedom of information request undertaken by Age UK London last year found that almost a third of councils across the whole of Greater London do not offer a way to apply for Housing Benefit or Council Tax Reduction without using the internet.

Sharon Tynan of Age UK London said,

“We are thrilled to be part of this initiative. Our ‘Mind the Digital Gap’ campaign has always been about ensuring that everyone, regardless of  whether they are on or offline, has the support they need. This partnership with the London Borough of Bexley and Age UK Bexley is a significant step towards achieving that goal.

“In an increasingly digital world, people who are digitally excluded are at risk of worse access to services and worse health outcomes. People who have characteristics that are protected under the Equality Act 2010, including age, disability, and race, are less likely to have access to the internet, and the skills to use it.”

ENDS

Editors Notes:

The training focused on these principal areas:

1. Understanding the Needs of Older People: having a comprehensive understanding of the unique needs and challenges faced by older people, especially those who are not online or have limited online access.
2. Communication and Empathy: The training also emphasised the importance of empathy and clear and effective communication with older residents, ensuring they feel heard, understood, and supported.