Digitally Excluded 2026

Our report, Digitally Excluded, draws on responses from 660 families raising disabled or seriously ill children across the UK. It shows that nine in ten respondents (93%) to a UK-wide survey of families raising disabled children in lower-income households are being digitally excluded or are at risk of exclusion. Due to financial disadvantage many families are just one broken digital device or one broadband bill away from being forced offline.

Priced out and locked out

Disabled children have greater needs, including tech for learning, communication and mental wellbeing, but they’re being left behind as families on a low income have fewer resources to meet those needs. 

• 93% of respondents are either digitally excluded or at risk of exclusion, due to wide-ranging factors, including not being able to afford internet access or digital devices and lacking digital skills and confidence

• 89% of parents and carers with a disabled child are struggling to afford internet access and the cost of buying, maintaining, and replacing basic devices, apps and assistive software, due to the higher everyday costs of having a disabled person in your household (now estimated at over £1,000 a month more than non-disabled households)  

• 57% of families find their internet service difficult to afford, with 32% of parents and carers limiting their own internet use to cut costs as well as cutting back on other things like food and heating to afford internet provision

• 69% of families say it’s essential for their child to have access to online learning. Often this is in the context of situations where children can’t otherwise attend school or college in person or are being homeschooled. It’s particularly important in cases where children need access to assistive technologies to support their learning

“Without being able to study online he wouldn’t be able to have continued his education. These are one to one lessons, which has been transformative for his learning and mental health.”

Recommendations

1) Digital access must be affordable and inclusive so families raising disabled or seriously ill children on a low income are not left behind

Affordable

• Digital access needs to be recognised as an essential living cost in national and local government guidance, allowing existing financial support from the state, to cover digital inclusion costs. This needs to include repairs for digital technology and assistive software.
• Public services need to be accessible across all mobile networks without using mobile data, so families can access health, education, benefits and support services even when they have no data.
• UK Government should work with industry to deliver a co-funded UK wide social tariff covering both broadband and mobile data, ensuring low income households have fast, reliable and affordable internet wherever they are.
• Digital devices and assistive technology need to be funded for low income families raising disabled children and young people:

This should include:

• Devices for parents and carers as well as for children and young people,
• Protective cases for devices, warranty cover for accidental damage (like
• Cracked screens or spills) and fast replacement options for broken devices.

Inclusive

• Rural connectivity needs investment to close the urban–rural digital gap
• Local digital inclusion programmes need investment- particularly in high deprivation areas, so there is accessible support for disabled children and parent carers.
• Support should include help to use key online services, managing children’s safety online, and advice on accessing financial support for access. All national and local public sector digital services must be fully accessible, tested with diverse users and assistive technologies.
• Digital tools and access should be codesigned with families most affected, ensuring digital inclusion is baked in, not bolted on.

2) Offline access needs to be improved to guarantee anyone,
anywhere can easily use, and enjoy essential public services

• UK and devolved governments must ensure their public services are accessible offline
• UK and devolved governments should issue guidance requiring local authorities and public service providers to offer easily accessible offline routes for those who need them.
• Government digital transformation projects must factor in the needs of those who are not online and ensure they can continue to access services
• The UK Government must make sure local government receives enough funding to provide offline access to services.

“[My children] need a higher spec device with compatibility for assistive technology. Their device is old, with many functions not working. Very frustrating.”

How we support families

As an established UK-wide charity, we provided more than 295,000 grants and services to families last year, including helping families get online and build digital confidence through accessible online workshops, festivals and wider resources. Our support included:

• Over 19,400 grants for digital devices and apps last year alone 
• Grants of essential items including household goods, specialist equipment and family breaks
• Practical advice on maximising income and navigating digital barriers
• Trusted, flexible, and family-centred support at critical moments.

We see first hand the huge difference this support makes – reducing stress, preventing family breakdown and helping children thrive.