Questions & Answers

Digital exclusion means people cannot fully access or use digital services because of a lack of internet access, devices, skills, confidence, or affordability. In the UK, this can have significant consequences for individuals and society. [ofcom.org.uk], [post.parliament.uk]

Impact on Individuals: 

Employment and income

• People who are digitally excluded may struggle to search for jobs, complete online applications, access training, or develop skills needed in modern workplaces. This can reduce employment opportunities and earning potential. [lordslibra...liament.uk], [post.parliament.uk]

Access to public services

• Many government, banking, healthcare, and utility services are increasingly delivered online. Digitally excluded people can find it harder to claim benefits, book appointments, manage finances, or access information. [lordslibra...liament.uk], [post.parliament.uk]

Social isolation

• Being unable to communicate through digital channels can increase loneliness and reduce social participation, particularly for older people, disabled people, and those living in remote areas. [digitalinc...sionuk.org], [post.parliament.uk]

Health inequalities

• People may miss out on online health information, digital consultations, appointment systems, and support networks. Research links digital exclusion with poorer health outcomes and wider health inequalities. [post.parliament.uk], [researchbr...liament.uk]

Financial disadvantage

• Online deals for shopping, insurance, utilities, and banking are often cheaper. Those who cannot access digital services may pay more and have fewer options for managing money. [lordslibra...liament.uk], [post.parliament.uk]

Impact on Society and the Economy

Wider inequality

• Digital exclusion tends to affect people who are older, on lower incomes, have disabilities, poor health, or lower qualifications. This can reinforce existing social and economic inequalities. [goodthings...dation.org], [post.parliament.uk]

Lower productivity and economic growth

• The House of Lords Communications and Digital Committee argued that tackling digital exclusion could improve productivity, support economic growth, and reduce pressure on public services. [lordslibra...liament.uk]

Reduced civic participation

• Political information, consultations, and public debate increasingly occur online. Digitally excluded people may have less opportunity to engage with democratic and community activities. [lordslibra...liament.uk]

Scale of the Issue

• Ofcom estimated in 2024 that about 6% of UK households (around 1.7 million households) did not have internet access at home. [post.parliament.uk], [researchbr...liament.uk]

• Good Things Foundation reported in 2026 that around 2.2 million people remain offline, while millions more face barriers such as low skills, confidence, or affordability. [goodthings...dation.org]

In summary: Digital exclusion in the UK can lead to poorer employment prospects, reduced access to services, social isolation, worse health outcomes, and greater inequality. As more services move online, the effects on excluded individuals become increasingly significant. [lordslibra...liament.uk], [post.parliament.uk]