March 20, 2017

The report finds that older people, and those with disabilities, or low incomes, are still using communications services less than others. However, the gap is narrowing as these groups make greater use of computers, smartphones and tablets.

The research finds that:

• disabled people are using tablets and smartphones much more. Access to both types of devices rose by 16 percentage points from 2014 to 2016, reaching 46% and 57% respectively;
• internet access among disabled people also increased, from 65% in 2014 to 79% in 2016. However, that still leaves one in five disabled consumers who are not online;
• people on lower incomes are more likely to shop around compared to those on higher incomes, suggesting that competition is working for those who want to save money;
• consumers on lower and moderate incomes continue to use services at similar levels to those on higher incomes, but an increasing number of younger consumers are experiencing problems with debt. Ofcom is currently reviewing its fair debt management policies for mobile and broadband; and
• older people tend to have much lower engagement with the communications market and are less likely to shop around or switch.

Ofcom has also published research into pricing trends across the communications market. This finds that overall, people in the UK are receiving good value for money from their communications but the prices consumers are spending depends heavily on their ability, or willingness, to shop around for the best deals. To read Ofcom’s new release and for links to the research reports, click here.