London Borough of Southwark (Southwark Council)—written evidence (DCL0077)

 

House of Lords Communications and Digital Select Committee inquiry ‘Digital exclusion and the cost of living’

 

Introduction

1.            The London Borough of Southwark is a densely populated, diverse and vibrant area situated on the south bank of the river Thames, comprised from a patchwork of communities: from leafy Dulwich, to bustling Peckham and Camberwell, and the rapidly changing Rotherhithe peninsula.

 

2.            The Borough is home to over 307,600 people with approximately 40% of residents born outside of the UK, and over 40% residents born outside the UK, Channel Islands and Ireland with 49% of residents coming from black or other ethnic backgrounds. Southwark also ranked 43rd out of 317 local authorities for deprivation in 2019.

 

  1. 16,000 people are considered digitally excluded in Southwark and Lewisham, according to the 2020 ONS dataset on internet users, and Southwark also ranked 43rd out of 317 local authorities for deprivation in 2019.

 

  1. We have taken the strategic decision to be undergo a digital-first approach and we pride ourselves to be a Borough where residents, businesses and staff are supported with digital skills, connectivity and devices, empowering them to participate in the online world.

 

  1. Our key digital inclusion pillars set out how Southwark will do this are as follows:

 

  1. Affordable Broadband
  2. Access to devices
  3. Jobs & Training
  4. Digital Skills for residents
  5. Digital Resilience for businesses
  6. Digital Education for all

 

  1. Southwark Council employs a Digital Inclusion Team & runs a Digital Inclusion Network, comprising of local community partners who work together to deliver on the actions and projects in the strategy. The vision is for Southwark to become recognised as one of the best-connected and leading digital boroughs in London. Being a Borough that is digitally inclusive where no-one is left offline. The networks comprises of both internal and external stakeholders.

 

  1. The council works with over 250 organisations in south London in reducing digital poverty, and we consider this to be fundamental in alleviating pressure off public services and reducing inequality locally, schools, NHS services, community organisations and social workers all report that having a client who can be contacted and has access to online services relieves a huge amount of pressure.

 

8.            In January 2022, the Council launched its Southwark Council Technology & Digital Inclusion Strategy, 2022 – 2025, aligning to the commitment that:, Every Southwark resident should have access to a fast and stable internet connection, a device and skills needed to participate in society and the digital economy by 2025.”

 

This submission has been collated in consultation with the following borough local community partners:

 

  1. Southwark Council and its Digital Inclusion Network is comprised of a range of local partners work together to deliver on the actions and projects in our aforementioned strategy.

 

  1. Southwark Travellers Action Group (STAG) is a community organisation and registered charity for Gypsies, Roma and Travellers (GRT) connected to Southwark. STAG has existed since the early 1990s, developing into an independent organisation in early 2016. Their vision is for true equality for Gypsy, Roma and Traveller communities, both in terms of tackling discrimination and prejudice, and in Gypsies, Roma and Travellers being able to lead a traditional way of life if they choose to, whilst having equal access to opportunities and services to maximise their well-being.

 

  1. Community TechAid (CTA) is a charity based in South London whose vision is to end the digital divide. They provide access to devices whilst promoting the reuse, repair, refurbishment and recycling of technology. They work with a number of organisations ranging from schools, refugee groups, food banks and more to provide support to people.

 

  1. What are the main causes of digital exclusion in the UK? What is the economic and social impact?

 

  1. The first is financial. All of CTA’s service users in the Borough are experiencing financial hardship of some kind, and are either receiving benefits, on a low income or have no recourse to public funds. For many, they cannot justify the cost of getting online and so either avoid the digital world if they can, or find workable solutions for them.

 

  1. As the cost of living increases, people simply cannot afford the equipment or connectivity to get online. A computer is an expense, and costs money to maintain. Connectivity is an ongoing monthly cost, and people are making increasingly difficult decisions about what they can afford.

 

  1. Secondly, confidence is a huge factor. The digital world is extremely overwhelming for many people in Southwark, and with confusing terminology and a lack of trust for online platforms, people are wary. CTA beneficiaries and service users work together to build trust which then helps them to increase their confidence, Many also don’t realise the huge difference being online can make, and instead feel increased anxiety and stress.

 

  1. Service users report an 80% improvement in their mental health as a result of having access to a device, and for many, a part of that is having a trusted community organisation they can turn to if something goes wrong or breaks. Building these relationships helps to break down some of the barriers.

 

  1. Southwark Travellers Action Group (STAG) report that the economic and social impacts of this digital exclusion produce cumulative disadvantages for GRT communities including:

 

  1. Reduced access to employment opportunities

 

  1. Reduced access to services which have increasingly moved to online only, particularly since the Covid pandemic.

 

  1. Difficulties claiming the benefits to which they are entitled, particularly Universal Credit. STAG has some clients who use their services for each and every time they are requested to enter details into their online Universal Credit accounts. Others, do not realise they have been electronically contacted by their Job Coach and end up with significant deductions and sanctions as a result of simply not being aware they had been asked to act or provide information, because this was done online.

 

  1. Difficulties accessing services to support their health and well-being including GPs, counsellors and mental health services.

 

  1. Difficulties in reporting incidents of hate crime and discrimination that they face.

 

  1. Withdrawal into their own communities, and increasing rates of depression, anxiety, and suicidal thoughts.

 

  1. “I've just got my phone and TV. My son’s got a tablet which he uses for school zoom None if the devices I have are suitable for my older daughter because she is in secondary school and there’s more work and downloading saving and all that kind of thing. I also need help with paying bills and Universal Credit online.” – STAG service user.

 

  1. Digital exclusion therefore, contribute to widening the existing inequalities faced by GRT communities which result in them having the one of the worst outcomes of any ethnic group in Britain in relation to educational attainment, health and employment. For example, there are higher mortality rates and incidences of suicide within GTR communities than are found amongst the wider British population

 

16.       Amongst the Gypsy, Roma and Traveller clients STAG works with there are a number of factors that contribute to digital exclusion:

 

  1. Low levels of literacy and digital skills amongst many of the Gypsy, Roma and Traveller communities.
  2. Low incomes mean many cannot afford computers, laptops, expensive mobile phones nor the cheapest contracts for broadband or mobile phone networks. The majority of STAG’s clients use Pay as You Go sim cards for their phones as they do not want to commit to the 18 month contracts to access the cheapest broadband deals, which risk them falling into debt, if they cannot meet one month’s payment.

 

  1. Poor broadband and mobile signals on Gypsy & Traveller sites.

 

  1. Concerns about privacy when using digital services – it is part of GRT culture that many do not wish to share their details online and do not want cameras filming the inside of their homes (for example on Zoom video calls).

 

  1. Lack of interest and motivation to learn about or use online services amongst some, particularly the older generation, who do not see any benefits to using digital services, and feel safer dealing with people face-to-face.

 

  1. There is a disproportionate amount of online abuse against GRT communities on social media; in a recent report 87% of GRT respondents had experienced social media abuse.[1]

 

  1. How has the rising cost of living affected digital exclusion?
    1. To what extent does digital exclusion exacerbate cost of living pressures?

 

  1. People in Southwark who are in poverty cannot afford the most basic digital tools and therefore cannot easily gain the information or services they need.

 

  1. According to the 2021 census, half of all households in Southwark are already disadvantaged in any one or more of the following dimensions: employment, education, health and disability, and housing. 43% of children aged under 16 are in child poverty in Southwark.

 

  1. As a proportion of bills, internet access combined with pressures in other areas including the rise in energy prices, inflation and rising food prices means that even a small increase has a detrimental impact on those that are already struggling.

 

  1. Our residents in rented accommodation already spend on average 52% of their median monthly income on housing costs, in stark comparison to the national average of 24%. Our younger residents are disproportionately affected too; 43%percent of those aged under 16 are living in poverty and unable to afford healthy meals - significantly higher than the average for England.

 

  1. The Cost of Living Crisis has had a profound and cutting impact on our residents. Foodbank usage has increased ten-fold.
  2. Digital exclusion is seen within these same groups. It further creates a barrier to better paid work and adds a significant barrier in escaping the cycle of poverty.

 

  1. Many of those we work with want to improve their digital skills and gain qualifications so that they can access better paid work opportunities. Nationally, up to 82% of jobs advertised require digital skills, and without a device or access to the internet people are unable to apply to these vacancies.

 

  1. Many of those CTA supports in Southwark would never be able to afford a device of their own and live with very little money at any one time. A computer or phone is a large upfront cost which they simply cannot afford. We also know that there are additional costs associated with technology if something breaks or is lost.

 

  1. Most jobs require basic digital literacy skills, again for the digitally excluded lacking in these skills, this worsens their job prospects and thus financial outcomes. It then becomes an infinite loop unless broken. This also impacts our economy, with fewer digitally skilled workers employers spend more time and resources on training.

 

  1. Most phone providers are increasing customer’s bills by inflation figures and in some cases, by an additional 3.1% - this is simply unaffordable for our residents on top of existing pressures.

 

  1. For those offline, it also makes it harder for them to access cheaper goods and services leading to a loss of savings and time. This is true of services and day to day actions that many of us take for granted. For example, there are a number of banks offering support via apps and email, but without a device people are cut off.

 

  1. The benefits system and searching for unemployment is predominately done online, and therefore a resident in Southwark had his benefits cut off because he couldn’t update his application in time. He had no access to a computer and due to an illness could not access his local library.

 

  1. It is also extremely difficult to manage, and pay bills without an email address. Most fuel providers send emails or updates via digital means and so anything overdue accumulates without the user knowing.

 

  1. For those on a pay-as-you-sim, long conversations and wait times to speak to energy or debt companies cost an additional expense, further adding to overall debts.

 

  1. CTA’s beneficiaries are far more able to manage their debt once they have access to a laptop and the internet. It’s not just related to accounts but to support and offers. Platforms such as MoneySavingExpert are online and so when making decisions about providers users will not have access to the resources they need to select an option that works best for them

 

  1. Many of STAG’s clients too who are digitally excluded have found it much more difficult to access the services that could support them with the increasing cost of living, as much advice and information is only available online. Thus digital exclusion exacerbates the tendency to not act to address financial problems until they reach a crisis point and are much more difficult to solve

 

    1. What are the long-term implications of this relationship?

 

  1. The inability of those who are digitally excluded and on lower income are plunged deeper into poverty, as access to price comparisons; discounts; online bookings or offers are not available.

 

  1. It entrenches inequalities with the digital haves and have-nots. This means we will have a group of people effectively excluded from society especially due to our growing reliance on the internet for social activities, public health information, education, entertainment and financial services.

 

  1. It pushes residents further and further into poverty. Whilst digital exclusion has existed for as long as we’ve had the internet, it has been exacerbated by the lockdown legacy, with almost all services and opportunities moving online.

 

  1. Being digitally included is empowering for Southwark residents and young people and comes with opportunities that can be life changing.

 

  1. Every one of CTA services users experience poor mental health, and anxiety about the digital world, and this only deepens over time.

 

  1. Immediate action is needed, otherwise we risk isolating huge numbers of people, exacerbating an already overwhelming mental health crisis and pushing more people into poverty.

 

  1. Hundreds of those CTA support are parents with young children, struggling to access the support they need to look after their families and provide them with opportunities related to education and health. Digital exclusion impacts not just the individual but those close to them.

 

  1. For our Gypsy and Roma communities digital exclusion is mainly experienced by communities who were already experiencing the worst education, health and employment outcomes in our society, such as GRT communities. As the world moves increasingly online, these inequalities can only worsen and it is those who are the most disadvantaged who will see the most negative impacts.

 

  1. Digital inclusion is more than just access to connectivity, without a device and the necessary skills, motivation and trust to go online – focusing on just one area falls short. The take-up for social tariffs has been poor with low awareness of the scheme attributed to not knowing who to target with support and GDPR considerations.

 

  1. The DWP has provided access to an API to help providers target those in receipt of benefits but this is yet to be implemented across the board and doesn’t allow for targeted marketing unless the resident is already aware of the scheme. Being poor is expensive. Mobile data becomes cheaper the more you buy but this does not help those who cannot afford the higher cost contract.

 

  1. What are the obstacles to greater digital inclusion? Where is policy intervention likely to have the greatest impact over the next 12 months and 5 years?

 

  1. Digital inclusion is often treated as an afterthought and a disjointed approach is taken to tackle it. Broadband in people’s homes is a necessity and should be as commonplace as any essential utility. This means policy aimed at providing universal access and connecting the hard to reach areas should be prioritised.

 

  1. Residents in Southwark would benefit from a nationally joined up strategy with schools prioritising digital learning over traditional core learning, to make students ready for next generation industries.

 

  1. There also needs to be dedicated digital inclusion funding to complement this. Leveraging the public-private and third sector is essential as this cannot be done in isolation or by just industry. Digital inclusion is similar to climate change and diversity efforts, it is the responsibility of all and policy needs to match this.

 

  1. Immediate greater access to connectivity will be a vital step in improving access. The UN defines digital inclusion as a human right, and broadband access should be considered as a utility. The government can and must look at how universal access can be implemented. The majority of those we work with tether from their phone, unable to afford a contract. Even social tariffs are too expensive for many households.

 

  1. Free broadband for all, and improved broadband speeds and coverage across the country, combined with inclusive digital support projects, such as those provided by ClearCommunityWeb CIC (based in Crystal Palace), with face-to-face support for those who have low level digital skills would have the greatest impact on creating greater digital inclusion from our experience of working with digitally excluded GRT communities.

 

  1. How effective are Government initiatives at addressing digital exclusion? What further action is needed and what should be done to provide offline access to services?

 

  1. The UK’s 2022 Digital Strategy was lacking in a vision for digital inclusion, it referenced the 2014 Government Digital Inclusion Strategy which is now out of date and the role of public libraries in making sure everyone can access the digital economy.

 

  1. Our libraries in Southwark are essential in providing digital hubs and support for digitally excluded people but we mustn’t rely on isolated local efforts in tackling exclusion – particularly with council budgets yet to recover from pre-2010 levels.

 

  1. With local authority budgetary constraints, there needs to be a more effective strategy that doesn’t rely on one service as a panacea to digital exclusion. This ultimately leads to a fragmented picture of inclusion that varies from borough to borough. There also needs to be protected offline spaces for both those that can’t or don’t want to engage digitally. The transition to online services is a journey and far too often, people are left behind.

 

  1. There are numerous benefits to being online but in cases where this is forced rather than nurtured, it leads to people feeling a loss of agency and refusal to engage. An example is the Universal credit system which forces people online in order to access their benefits.

 

  1. A connected, national strategy of UK wide connectivity, with support and training would bring everyone up to speed together and free support put in place for those excluded. The current digital revolution requires similar environmental thinking as the industrial revolution, which caused houses to be built around factories. The digital revolution should be used as a means to change the whole of society and to improve quality of life for citizens.

 

  1. Physical workspaces and education centres, even the curriculums need to change to build a new environment. Traditional attitudes to work and work space have to be revised with people now able to work from home or in locations within the community which makes work far more flexible. This also requires connectivity on public transport to enable seamless working.

 

  1. We see very little support from central government in addressing these issues and facilitating the required changes. The most successful approaches require building trust and many do not trust their authority.

 

  1. For those experiencing digital poverty there must be physical access to services that offer guidance and support. Digital inclusion does not take place overnight, and requires far more than one intervention.

 

  1. There needs to be increased communications and letter drops about the scheme to raise awareness from Ofcom. Providers also need to do more in promoting their schemes. Social tariffs are typically for those aged 18+ which excludes care leavers under that age and also those that live away from home. There needs to be exemptions for this scheme.

 

  1. The Government could also introduce zero-rate social tariffs or reduce to 5% in line with utilities. These savings could be saved in a dedicated pot for digital inclusion efforts.

 

  1. CTA and other community groups experienced first-hand how DfE laptops were mishandled during the lockdown. With no support many devices were locked or had account issues rendering them unsuitable.

 

  1. In Southwark, as part of achieving the goals of Southwark Council Technology & Digital Inclusion Strategy, 2022 – 2025, our borough is now home to 40,000 social housing properties now gigabit-enabled and over 100 community assets provided with a free connection.

 

  1. To date we have upgraded, 21,550 homes to full fibre broadband, increasing the proportion of Southwark homes with fibre broadband available to 54%, up from 8.82% in 2017.

 

  1. Worked with a broadband provider to install a reliable wireless broadband service across the borough which all residents have access to, generating over £5m in income for the next 10 years, and supported telecoms providers in Southwark to leverage £50m fibre infrastructure in the borough.

 

  1. We have piloted free and affordable broadband by working with providers to support 47 families with a free connection for 12 months, and started a pilot broadband routers loan scheme in a number of libraries targeted at users with specific needs.

 

  1. We have ensured that 80 community halls now have a free gigabit broadband connection.

 

  1. During lockdown, in partnership with the London South Teaching School Alliance, Southwark Council delivered the Laptops for Learning crowd funder campaign. With the support of residents and local businesses in Southwark, over £150,000 was raised, which was match funded by the council. The digital inclusion work also includes partnership working closely with the GLA and LOTI on the digital exclusion mapping project.

 

  1. Over the last 3 years, fibre connectivity on Southwark estates has been a key priority. Fibre to the Property (FTTP) programme has resulted in circa 40,000 council estate properties being connected, with an additional 60 community halls being provided with a free fibre connections.

 

  1. Southwark was also successful in the DCMS-funded LFFN programme which will attract £2- 3million to install fibre in Rotherhithe and Bermondsey.

 

  1. The Council has also partnered with UK Broadband/Relish (now owned by Three) wireless broadband service to upgrade aerials and improve the service for residents. £2 million agreement over 10 years will provide a wireless broadband offer in Southwark and Income generation for the council a further upgrade were some high in demand areas they are offering a 5G wireless Wi-Fi solution.

 

  1. However, there is only so much we can do through local initiatives. Our Council budget is significantly stretched on a number of competing pressures.

 

  1. As part of the wider Digital Inclusion Strategy, to support residents who are digitally excluded, we have

 

  1. Offered Resident Digital Skills Training: The provision of F2F training across the borough through our Digital Learning Partner, partner organisations and volunteer digital champions to support residents in getting online. This also includes a physical digital skills guide that can be picked up at a number of community organisations and libraries and free sim cards to residents in need. To date we have delivered 400 delivered to residents and 1500 guides distributed.

 

  1. Introduced Lending Schemes: A router lending scheme offered to care leavers and sheltered housing units in the borough. This scheme will be expanded to cover more digitally excluded groups and will also include devices in the new financial year.

 

  1. Championed Partnership working: Working with key partners such as LOTI, GLA and Good Things Foundation on research initiatives. This includes the development of digitally excluded user personas, the triage tool and Southwark’s inclusion as a Good Things centre that enables us to access free sim cards to distribute to residents. We’ve distributed 250 sim cards to help residents.

 

  1. Offered Affordable broadband schemes: Promoting the social tariffs scheme and the highlighting of key schemes such as the mobile social tariffs. We have supported 54 families, providing them with free broadband connections with an additional scheme coming in 2023/24.

 

  1. Improved full-fibre & mobile connectivity: Working with Community Fibre, Hyperoptic and Openreach to roll out full-fibre broadband across the borough. The upgrades of existing aerials across the borough to boost mobile network coverage. To date there are circa 40000 properties gigabit enabled.

 

  1. Offered Free connections to hubs across Southwark: As part of the wayleave agreement, free connections to a number of libraries, community centres and sheltered housing for residents to use. 103 buildings with free gigabit broadband and WiFI.

 

  1. Offered the Digital Inclusion Fund a programme of works aimed at digitally excluded residents in the borough to start from the new financial year 23/24.

 

  1. Our Central Government grants, like other London Boroughs have yet to recover to pre-2010 levels and with inflation at and inflation at a high of 10.5% means that the council has to operate on less money in real terms, this places an immense financial pressure on council priorities, including digital inclusion projects and initiatives.

 

  1. We have prioritised the helping residents through the cost of living crisis, through a record amount of financial support for families through our council’s Cost of Living Fund. We also continue to deliver our universal free school meals for primary school programme, and will expand to delivering emergency secondary school meals in our boroughs secondary schools. We have also worked with community partners to establish a network warm spaces and introduce other innovative measures to help the most vulnerable during the cost of living crisis.

 

  1. We will continue to do what we can to support residents during the cost of living crisis however without greater political prioritisation at a central level, and the necessary funding to back this up, too many residents will remain digital excluded.

 

  1. With greater political capital and funding, we would be able to expand innovative and impactful digital inclusion initiatives throughout the borough.

 

  1. Nationally, the Government now has a prime opportunity through the formation of the new Department for Science, Innovation and Technology working in collaboration with key government departments such as DHLUC, DfE, local authorities, civil society and the private sector to create a digital strategy and effectively implement lifting the most vulnerable out of digital poverty and to become economically active.

 

  1. How well are existing industry initiatives (for example cheaper internet tariffs) addressing digital exclusion? How could they be enhanced?

 

  1. Social tariffs are still unaffordable for many and for those in temporary accommodation or moving around regularly they do not work. Large mobile companies are providing 6 month sims for users which does help alleviate some pressure, however once the 6 months have passed users often cannot afford to upgrade to a contract. They are then also tied to one provider and cannot keep their number if they require another free sim.

 

  1. CTA considers Social tariffs are still unaffordable for many and for those in temporary accommodation or moving around regularly they do not work. Large mobile companies are providing 6 month sims for users which does help alleviate some pressure, however once the 6 months have passed users often cannot afford to upgrade to a contract. They are then also tied to one provider and cannot keep their number if they require another free sim.

 

  1. Mobile data becomes cheaper the more you buy but this does not help those who cannot afford the higher cost contracts.

 

6.              How effective is civil society at supporting digital inclusion? How could this work be enhanced, and what is the appropriate balance between civil society and Government intervention?

 

  1. Civil society are crucial partners in supporting digital inclusion as they are often more trusted and can offer specialised and localised support that Government may be unable to. Trusted community approaches are much more effective at supporting people to be online. There must be more support from the government to build the capacity of organisations like ourselves. This would reduce pressures on other services and ensure genuine long-term impact.

 

  1. Southwark Council takes a community inclusive approach to delivering better digital inclusion, through its Southwark Council digital inclusion network and dedicated team.

 

  1. Civil Society require explicit funding and access to trusted communication channels in order to perform effectively. This funding should be ring-fenced for the purpose of digital inclusion – current initiatives are piecemeal and there is a lot of work that needs to be done to tackle digital exclusion holistically. This could include devolving digital inclusion to local authorities who then provide funding to community groups and the third sector in order to help their local community.

 

 

7 March 2023

12

 

[1]              https://gateherts.org.uk/wp-content/uploads/2020/12/Rain-Report-201211.pdf