Poor communication: how public services fall short with older citizens
Poor communication in public services leaves many older clients facing barriers that lead to confusion, financial distress and emotional strain.
BY VICTORIA WAN
Over 10m people in England are aged 65 or over. That’s almost one in five (18%) and up by 52% since 1981 [1].
In 2024, 17% of CAEE clients are of pension age, a figure likely to rise with the aging population. Benefits and housing are the top two areas of issues (chart).
Yet older clients face more significant challenges as these issues are compounded for many by hard-to-understand bureaucratic communication; the consequences are unnecessary stress and confusion for older people.
Benefits confusion
Of clients looking for help with benefits and tax credit issues this year some 6% had problems with Pension Credit. Following the government’s announcement Winter Fuel Payment announcement we had reports of client receiving complex letters about changes to the benefit.
Even clients already receiving Pension Credit (and therefore automatically eligible) received the detailed universal communication. It outlined all possible circumstances when all that was needed was a straightforward confirmation of entitlement and payment date. This left our clients feeling anxious or confused about their Pension Credit status, potentially risking missed payments.
Housing difficulties
Our second most frequent advice area is housing and again older clients face particular problems.
Some clients struggled to understand and manage issues such as rent increases, arrears and housing benefit overpayments. The cause is often bureaucratic processes and communication from authorities, which fail to provide clear explanations of the problems.
Furthermore limited or no access to the internet or digital tools hindered some older clients’ ability to apply for benefits or search for alternative accommodation, leaving them reliant on external support. Digital exclusion limits the lives of other groups but older people are probably the most numerous.
Improving communication
Older people, like everyone else, value health, independence and dignity. And like everyone else they have a right to service that respect their needs, including appropriate alternatives for those unable to access digital platforms.
We are committed to ensuring services remain fully accessible to everyone, online or offline. Official agencies and businesses as appropriate should adopt effective communication strategies tailored to older citizens. We are pleased to endorse The Plain Language Commission’s [2] recommendations:
- Use plain language, avoid jargon and unnecessary complexity
- Tailor information to the audience’s needs, focusing on essential details
- Ensure readability by using larger fonts, clear spacing and uncluttered layouts
- Show respect by avoiding patronising language and empowering the audience.
Supporting older citizens locally
As part of a local network of public and charity organizations, CAEE works to address the challenges of poor communication. We assist clients with issues including benefits applications and housing and referrals to local organisations like Age Concern.
By bridging gaps in the system and fostering partnerships we can reduce the burdens facing older citizens and create a more inclusive society.
Victoria Wan is Research & Campaigns Volunteer at CAEE.
[1] The State of Ageing 2023-24 [Report]. Centre of Aging Better. https://ageing-better.org.uk/our-ageing-population-state-ageing-2023-4
[2] Communicating with Older People: Writing in plain English [Report]. Communicating with Older People. https://clearest.co.uk/wp-content/uploads/2021/09/Communicating-with-Older-People-PLC-Ed-3-A4-AS-PUBLISHED-.pdf