In March 2025, Age UK released a report highlighting the challenges faced by older adults as more services transition to digital platforms. The research revealed that 31% of individuals over 60, approximately 5.1 million people, find life significantly harder than five years ago due to the increasing digitisation of services.​ 

The shift towards online services has been rapid, encompassing everything from booking GP appointments to managing finances. While this transition offers convenience for many, it poses substantial barriers for those less comfortable with technology. Age UK’s findings indicate a strong correlation between digital exclusion and socioeconomic deprivation. Only 52% of older adults in the most deprived areas of England use the internet daily, compared to 80% in the least deprived areas.​ 

The emotional impact of this digital divide is profound. More than half of the respondents reported feelings of frustration when services are accessible only online. Additionally, 29% felt left behind, and 38% perceived the digital shift as ageist. Such sentiments underscore the importance of inclusive service design that considers the diverse needs of the population.​ 

Dependence on others for digital tasks can erode the sense of independence that many older adults value. Approximately 64% of those over 60 rely on family and friends for assistance with online activities. Furthermore, 41% expressed a desire for support from local charities or community organisations to navigate the digital landscape.​ 

In response to these challenges, Age UK has welcomed the government’s new Digital Inclusion Action Plan. The charity emphasises the necessity for services to remain accessible through non-digital means, ensuring that those who are offline are not marginalised. The organisation advocates for comprehensive support systems that empower older adults to engage with digital services confidently, while also preserving traditional access methods.​ 

As society continues to embrace digital innovation, it is imperative to ensure that inclusivity remains at the forefront of this transformation. Recognising and addressing the unique challenges faced by older adults is essential in fostering a community where everyone can thrive, regardless of their digital proficiency.​ 

Sources

One in three (31%) over 60s say life is harder than five years ago because more services are now online Age UK