Council association warns of telecare risks ahead of digital switchover

Telecare equipment used by nearly two million older and disabled people could “cease to operate” unless councils get more support with preparing for the switch to digital networks, the UK’s Local Government Association (LGA) has warned.

Traffic lights and cash machines could also be affected, the organisation said.

The privately owned, copper wire-based Public Switched Telephone Network (PSTN) is due to be switched off in December 2025 as UK networks become digitised.

The LGA, which represents councils in England and Wales, warned that some devices including traffic light management systems and ATM machines will need to be reconnected, upgraded or replaced altogether so they can be used on the new network.

It said that other services which rely on the existing copper wire network, such as personal alarms and telephone handsets used by older and disabled people to live independently at home, are also at risk unless more is done to help with the switchover.

Government plans such as Project Gigabit aim to ensure fast broadband reaches all communities but the LGA warned that this could be undermined if existing devices cannot connect to the latest equipment or are not replaced.

Funding

October 2022 research by the LGA found that the majority of councils were confident about their ability to manage the digital shift with minimal impact on their telecare services.

However, while some councils said they understood the costs and funding requirements, others were still scoping this. Of 59 councils that responded, almost 40 percent said they did not yet know how they would pay for the move to digital telecare and some are considering increasing their charges to service users. The LGA said this was “in the wake of local government funding reductions over the last decade”.

Councils also flagged a lack of information in relation to the switchover, particularly from service providers, as well as concerns about the potential for technology failure and supply chain issues.

The LGA called for more support for councils with data sharing, testing, awareness and funding to prepare their residents for the switchover, alongside better coordination from government.

It said councils also need reassurance from telecoms providers that they will do all they can to support vulnerable customers through the switchover process and beyond, including ensuring power back-up support to keep devices running when PSTN is switched off.

Cllr Mark Hawthorne, LGA Digital Connectivity spokesperson, said: “Councils have a critical role to play in the digital switchover which is fast approaching and will impact on a whole range of vital services, including in adult social care.

“Our survey shows that unless action is taken now to support councils to help their residents and suppliers with this change, we face the prospect of serious disruption to people’s lives, including most urgently those who use personal devices such as alarms and fall detectors to stay safe in their own homes.

“While we want to see every part of the country benefit from the digital rollout, we need to make sure no one is left behind and potentially at risk, whether it be someone living at home on their own in need of support, or people going about their daily lives waiting at the traffic lights or withdrawing cash from an ATM.

“Expanding high-speed digital access is essential to economic growth, but it should not be at the expense of those who are older and more vulnerable, who rely on their devices and other services to maintain their independence, safety and wellbeing.”

Action plan

In December, the Department of Health and Social Care issued a telecare action plan for the digital switchover, acknowledging that “many vulnerable telecare users are at risk of losing their protection the day their telephone line goes digital”.

It stated: “It is vital that the telecare and telecommunications sectors work together in the best interests of people who use telecare services.

“Efforts are complicated, however, by the diverse nature of the telecare sector. It comprises a great number and variety of stakeholders in the public and private sectors.”

It said the move to digital telecare is further complicated by the global shortage of semiconductors, which is creating delays in telecare suppliers meeting orders for digital equipment.

The workstreams include co-ordination among stakeholders, communication, best practice and guidance on technical and operational issues, and business case and strategy support for local authorities.

Last week, telecom company BT announced that it will restart its migration to digital landline telephone services. The rollout was paused last year after storms affected people in rural areas. BT said that while many lines were cut in the storms, including the older phone lines and power lines, it recognised that some customers would not have been able to make calls with a broadband-only connection.

“With hindsight we went too early, before many customers – particularly those who rely more heavily on landlines – understood why this change is necessary and what they needed to do,” BT’s consumer CEO Marc Allera said at the time. “We also recognise we have more work to do on getting better back-up solutions in place for when things disrupt the service like storms and power cuts.”

The newly announced trials will be expanded to a small group from next month, made up of lower usage landline customers who have a full fibre broadband connection already.

Over the next 12 months, customers with a healthcare pendant, who are over 70, who only use a landline or have no mobile signal won’t be switched over yet “as work continues with stakeholder groups to make sure they have the most suitable options and support available to make the move,” BT said.

From summer, more customers will be invited to make the switch on a region-by-region basis, backed by a multi-million pound advertising campaign.

Hybrid phones that can switch to a mobile network and have a built-in battery, as well as battery back-up units will also be available. BT said it is continuing to invest in the Shared Rural Network to improve coverage and it is working with pendant and burglar alarm providers to ensure the most vulnerable customers continue to get the service they need.

Several cities have begun to trial and deploy digital telecare solutions, including presence and motion sensors.