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 started to focus on digital switchover in 2007, recognising the need to build awareness amongst residents well ahead of switchover happening in their region.
The council has tapped into its existing communications networks – its contact centre and one stop shop, its website and in the council newspaper – and is increasing the momentum as switchover draws nearer.

To ensure that hard to reach groups are not excluded, the council has kick-started joint work between Digital UK and Burnley Community Network. From April, it will also be stepping up its activity to target vulnerable groups, for example by routinely publicising the Help Scheme when people apply for housing benefit or council tax benefit.

Mick Cartledge, Director of Community Services, says:
’It doesn’t cost you anything to use your own communication channels to make sure residents and community groups are aware of switchover. Make the most of every contact the council has with vulnerable people to ‘cross sell’ the Help Scheme and other support.’ 

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