As switchover approaches, your staff will receive queries, particularly from more vulnerable or isolated residents. They might come to customer service centres, information points, libraries, one stop shops or call centres. You will want to make sure that your staff are able to answer basic questions and know where to go for further information.

Awareness of switchover among the groups eligible for help is similar to the national average, but understanding of what to do is lower among disabled people and the over 75s, who also have lower take-up of digital TV.

This guide gives you answers to frequently asked questions,help for residents and the Digital UK’s Communication Campaign.

Burnley Borough Council has focused on tapping into its existing communications networks to publicise switchover to residents – via its contact centre and one stop shop, on its website and in its next council newspaper. As it gets nearer to the target date it plans to step up the activity to target vulnerable groups, for example by publicising the Help Scheme when people apply for housing benefit or council tax benefit. The council also recognises that there are people who are hard to reach and has suggested that Digital UK work with Burnley Community Network to ensure that all community groups are aware of switchover. Mick Cartledge, Director of Community Services says: ’It doesn’t cost you anything to use your own channels and make sure residents and community groups are plugged into the message. Use the council’s contact with vulnerable people to ‘cross sell’ the Help Scheme and other support.’