Digital Inclusion in Later Life

Posted 10th September 2026

Why a One‑Size‑Fits‑All Approach to the Digital World Doesn’t Work — And How My Future Living Supports Every Customer

The digital world is moving fast — but not everyone is moving at the same pace. A new wave of research from Age UK shows that older people’s relationship with technology is far more complex than simply being “online” or “offline”. In fact, older adults sit on a digital inclusion spectrum, ranging from fully confident users to those who never go online at all.

At My Future Living, we see this spectrum every day. Our customers include smartphone super‑users, cautious dabblers, and people who prefer traditional, offline ways of doing things. And that’s exactly why our approach to digital inclusion is flexible, human‑centred, and built around choice.

A Growing Digital Divide — And Why It Matters

Age UK’s latest analysis highlights a stark reality:

• Only 1.6 million over‑65s in England are fully digitally included
• 1.4 million are digitally excluded
• The majority — 7.9 million — sit somewhere in the middle, using some digital tools but lacking confidence or skills.

This matters because essential services are increasingly digital‑first. Everything from GP appointments to banking, benefits, and council services now assumes online access. Yet:

• 4.7 million older people don’t have the basic skills needed to use the internet successfully
• 33% of older people don’t use a smartphone at all
• Many older adults who were online reduce their usage as they age, often due to confidence, eyesight, health changes, or fear of scams.

The result? Millions risk being left behind unless society — and housing providers — rethink how to support digital engagement.

The Four Digital Groups Identified by Age UK

Age UK’s “Digital Done Right” report identifies four broad groups:

1. Digitally Included – confident, capable users
2. Partially Included – online for simple tasks, but limited skills
3. Partially Excluded – minimal use, often reliant on others
4. Digitally Excluded – offline entirely.

This spectrum shows why blanket assumptions don’t work. Older people’s digital needs vary enormously — and so must the support they receive.

How My Future Living Supports Customers Across the Digital Spectrum

At My Future Living, we’ve long recognised that digital inclusion isn’t about pushing everyone online. It’s about respecting choice, removing barriers, and offering support at every level.

Here’s how we do it:

1. We Provide Clear, Accessible Offline Options

For customers who prefer traditional methods, we ensure:

• Paper communications remain available
• Phone‑based support is easy to access
• Staff are on hand to help with forms and other essential tasks.

Age UK stresses that offline routes must be protected so older people aren’t excluded from essential services. We fully agree — and we build this into our everyday operations.

2. We Support Customers Who Want to Build Digital Confidence

For those who want to learn, we offer:

• Easy to use website
• Customer portal with easy access to digital documents
• Online repair reporting

Many older adults are keen to learn but need encouragement and hands‑on help. Age UK’s research shows that confidence, not ability, is often the biggest barrier.

Our teams help customers take those steps at their own pace.

3. Making Technology Easy to Use

We design our contact points with digital accessibility in mind:

• Phone lines
• Email
• Online contact forms

We don’t assume everyone is tech‑savvy — we make sure no one is left behind.

4. We Help Customers Stay Connected

Loneliness is a major driver of poor health in later life. A recent study of 13,000 older adults found loneliness significantly worsens mental and physical health outcomes.

Digital tools can help combat loneliness — but only if people can use them.

Many of our customers are now confident to:

• Make video calls with family
• Join online interest groups
• Use messaging apps safely
• Access digital social activities.

And for those who prefer in‑person connection, the vibrant community events at most developments ensure no one is isolated.

5. We Respect Customers Who Choose Not to Go Digital

Digital Inclusion Done Right: Choice, Support, and Respect

The digital world will continue to evolve — but older people shouldn’t be expected to adapt overnight. The Age UK report makes clear that a dual approach is essential:

• Support those who want to go digital, and
• Protect offline access for those who don’t.

This is exactly the approach My Future Living takes.

Whether a resident is a confident online user, a cautious beginner, or proudly offline, we ensure they can live independently, safely, and well — with the level of digital engagement that suits them.

Final Thought

Digital inclusion isn’t about technology. It’s about people, confidence, choice, and connection.

At My Future Living, we’re committed to supporting every resident — wherever they sit on the digital spectrum — so they can enjoy a happier, more connected, and more empowered retirement.