Council pushed to do more to support residents without internet access

Oldham Council must do more to ensure that residents who don’t use the internet are still able to access services and report issues, says local Councillor Alicia Marland.

Councillor Marland, who runs social tea parties for isolated older residents in her spare time, has written to the council’s head of digital, and its governance scrutiny chair, to get reports on what it is doing to maximise inclusion for offline residents.  

Lib Dem Councillor Marland said: “I’ve lost track of the number of times that I’ve spoken to someone who has tried to phone up to report an issue, and simply been told to go online, even when they say they can’t.  

“That’s not good enough, and it simply shouldn’t happen.” 

The council has just received national funding aimed at getting residents online and with access to technology. However, the borough has long been a hotspot for people with no internet access, and the councillor wants to complement work to get people online with services for those who are not.  

Councillor Marland said: “Making access digital is cost effective, and for a lot of people it works really well. But often, those who can’t access services that way are already the most vulnerable. 

“We cannot be failing them, and I simply want to maximise our efforts to look after everyone – not just those who are comfortable accessing support through a screen.” 

However, in response to Councillor Marland’s concerns, Cllr Abdul Jabbar, Deputy Leader and Cabinet Member for Finance, Corporate Services and Sustainability, said: “We completely reject any suggestion that Oldham Council is not doing enough to support residents who are not online. Digital exclusion is a serious issue, and we have invested significant amount of time,  securing funding and partnership work to make sure people who struggle with technology are not left behind with a range of free support and resources. 

“Through our Hoot Hubs, residents can get one‑to‑one help from trained Digital Champions in friendly spaces, our libraries provide free internet access and computer use every day, and we also work with Inclusive Bytes to run three weekly Digital Drop‑In sessions, giving our residents regular opportunities to build their confidence and skills. 

“For those without devices at home, our Donate IT Oldham scheme provides refurbished laptops, smartphones and tablets to some of our most vulnerable residents who would otherwise remain digitally excluded. 

“Community organisations can also access our Databank, providing free mobile data to people who need it most. 

“On top of this, our Get Oldham Working service has just secured £266,084 from the Governments Digital Inclusion Innovation Fund to deliver GOW Digital, a major new programme aimed at improving essential digital skills and access to technology across the borough. 

“We take customer service and working with a resident focus seriously and would never leave anyone without support. Our staff always guide people through the services they need and no one is ever left hanging. 

“We encourage residents to use our online services where they can because they are quicker, easier and available to them 24/7. But of course, we are here for those who can’t. Our new Customer Service Centre at the Spindles, which opened in July 2024, is proof of this commitment. 

“We are working hard, every day, to make Oldham one of the most digitally inclusive towns in the UK, and Cllr Marland is very welcome to come and meet with me to share her suggestions and see the work we are doing first‑hand. 

“Residents can find full details of the support available at the council’s Help to Get Online page at www.oldham.gov.uk/info/201199/cost_of_living_-_we_can_help/2782/help_to_get_online. 

 “Information about the Donate IT Oldham scheme is available at www.oldham.gov.uk/DonateIT and for information about the Databank visit The Greater Manchester Databank - Greater Manchester Combined Authority.”