London councils improving offline access to vital services – but gaps and unmet needs remain

A new report from Age UK London shows that more local authorities in the capital have made it possible for residents to access essential services without having to apply online. “Access Still Denied? A progress report on provision of offline access to council services across Greater London”, reveals encouraging progress among London’s local authorities in improving offline access to essential services such as Council Tax reductions, Housing Benefit, and Blue Badge applications.

However, feedback from older residents and local Age UKs in London show that significant barriers still remain for those who are not online.  Digital-only provision risks excluding the very people who depend most on council support, creating a vicious cycle of exclusion and unmet needs.

Following Freedom of Information (FOI) requests sent to all 33 local authorities across London (including the Corporation of the City of London), 31 councils responded. The findings show:

• Only 3 councils (10%) reported offering no offline access to any of the services surveyed — a significant improvement from 17% in 2023.
• 5 councils (16%) do not provide offline access to Council Tax reductions and Housing Benefit, down from 31% in 2023.
• 6 councils (20%) do not offer offline access to Blue Badge applications, a modest improvement from 25% in 2023.

To complement the FOI data, Age UK London conducted a mystery shopping exercise to better understand practical experiences of older residents. The exercise revealed that while some councils have made genuine improvements, others still present significant challenges. One mystery shopper said: “I got no help at all. I was sent around and around in circles by the phone system. I never managed to speak to anyone at all”. Another said, “The phone system told me that I could go to the website to use their benefit calculator to see if I was eligible for council benefits - which was of no use to a person who is offline!”

Age UK London also sought feedback from the London network of Age UK’s across the capital. An information advisor said “Honestly, it makes you despair sometimes - how can people be let down so badly?”

"Older people come to us to unravel applications in a state of frustration and confusion. Digital exclusion needs to be considered in terms of the Equality Act 2010. Digital only and digital first approaches exclude many and confound more”

Abi Wood, CEO of Age UK London, said: “We welcome the progress made by many London councils in improving offline access to vital services — but it’s clear that too many older people are still being left behind.

“Digital exclusion is not a lifestyle choice; it’s a reality for thousands of older Londoners who cannot get online due to cost, confidence, or capability. Councils must ensure that their services are accessible to everyone, not just those who are digitally connected.”     

Equal access remains a legal and practical obligation as part of every council's public sector equality duty.  

Age UK London has set out a series of recommendations for local authorities in the report including:

• Provide clear and accessible offline alternatives for all key services, including Council Tax reductions, Housing Benefit, and Blue Badge applications.
• Ensure frontline staff are trained and informed about offline options and how to support digitally excluded residents.
• Avoid requiring digital steps (e.g. downloading forms or using email) as part of an “offline” process.
• Improve the accessibility of telephone systems, ensuring residents can speak to a person without excessive delays or confusion.
• Publish clear contact information (including phone numbers and postal addresses) for benefit-related queries and applications.
• Engage with local voluntary and community organisations, including local Age UKs, to understand the real-world barriers residents face.
• Recognise digital exclusion as an equality issue, and ensure compliance with the Public Sector Equality Duty of the Equality Act 2010

Abigail Wood concluded: “We urge local authorities to take our recommendations seriously and work with community partners to ensure that no one is excluded from the support they are eligible for and entitled to and avoid deepening social and economic divisions.”

Copies of the report are downloadable here.

Editors notes:

Age UK London is unable to provide details about specific London Boroughs. 

Case Study from a local London Age UK

An offline Asian couple in their 80s, living in private rented accommodation, were at risk of homelessness due to their landlord’s change in circumstances. When they visited their local council offices, they were told that all housing support applications had to be made online. They were handed a poorly photocopied scrap of paper with a broken link to an online form and with no digital skills or email address, they were unable to proceed.

A local community group leader made contact with the local Age UK on their behalf.  A local Age UK staff member stepped in to help, acting as their digital intermediary. The process took several hours and multiple meetings. Even after being told, they were not eligible, the couple faced further barriers when trying to inform the council of their change of address for council tax. Once again, they were told this could only be done online. They tried to explain and insist that they needed help as they had no way of engaging online, but unfortunately, they were asked to leave the premises. Their local Age UK stepped in yet again supporting them through the many challenges they had to face due to being digitally excluded.