AbilityNet’s Impact Report 2024

Mark Walker, AbilityNet

Hi there, I'm Mark Walker from AbilityNet and this is a podcast to accompany our 2024 Impact Report.

Mark Walker, AbilityNet

We're always keen to learn about new technology and its possible value for older and disabled people, so this audio has been built using AI with voice clones for me and my co-host.

Mark Walker, AbilityNet

You can download and read our report in full, but this is a conversation about how AbilityNet is closing the digital divide for older and disabled people.

Mark Walker, AbilityNet

It's a different way of communicating so please let us know what you think.

Mark Walker, AbilityNet

To help share our story I'm pleased to be joined by Gwen Bakewell, a retired teacher who's been inspired by our work.

Gwen Bakewell

Hello Mark.

Gwen Bakewell

You know, when I think about how life’s changed in the last twenty years, I think about how intimidating technology can be for so many of us. Especially for older people or those living with disabilities.

Mark Walker

Absolutely Gwen.

Mark Walker

AbilityNet's been around for 25 years. We know the challenges people face.

Mark Walker

But we've also seen how empowering technology can be for older and disabled people.

Mark Walker

The right tech can transform someone's life, but change is coming faster than ever, so our services are more and more important. 

Gwen Bakewell

That's right. Things I take for granted like logging into a bank account or downloading an app, is like scaling a mountain for some of my family and friends.

Gwen Bakewell

Checking information on the Council website can seem daunting. Or paying for parking tickets with your phone.

Gwen Bakewell

They worry about their personal information, or getting stuck halfway through the process with nowhere to turn.

Gwen Bakewell

It’s healthcare, shopping, holidays, everything’s going digital these days.

Mark Walker

And it can be so isolating, especially if you can’t pick up the phone and speak to someone, or if the local branch of your bank is closed.

Mark Walker

So many people feel they’ve been left behind.

Gwen Bakewell

That's right.

Gwen Bakewell

And it’s more than inconvenience—it’s about maintaining independence and feeling safe.

Gwen Bakewell

If you can't navigate these systems, how do you pay bills? Or book a train ticket? It’s no wonder it's so stressful for so many people, and that lots of people don't go online.

Mark Walker

That's right, and it’s something we see firsthand at AbilityNet.

Mark Walker

Being digitally excluded can have a huge impact on feelings of isolation. That's why is so good that 74% of people felt less isolated after we have provided support.

Mark Walker

And for anyone who gets to grips with technology, an amazing 80% say they feel more independent.

Gwen Bakewell

And they're more confident too I expect?

Mark Walker

Precisely.

Mark Walker

More than 8 in 10 of the people we helped in 2024 say they now feel significantly more confident navigating the digital world.

Mark Walker

When they feel supported they become more confident about trying new things and it completely changes their outlook.

Gwen Bakewell

Hearing that makes me think about trust, though.

Gwen Bakewell

Everyone's concerned about safety online. How do you reassure someone who doesn’t even want to open an email for fear it’s a scam?

Mark Walker

That’s a really common fear for all of us isn't it?

Mark Walker

That's why we focus on education, showing people step by step—and keeping it simple. And teaching them how to protect themselves.

Mark Walker

Scams, weak passwords—it’s scary, but it’s manageable with the right tools and guidance.

Gwen Bakewell

And being online can be expensive, can’t it?

Gwen Bakewell

I’ve spoken to people who say the monthly costs for digital services—Wi-Fi, mobile data—just mount up. Not to mention the devices themselves.

Mark Walker

Cost is definitely a problem for a lot of people.

Mark Walker

Maybe that's a good place to mention our corporate partners who help us provide free support.

Mark Walker

In 2024 we worked with BT Group to improve the digital skills of more than 5000 older and digitally excluded people across the UK. 

Mark Walker

They also recruited celebrity support from Sir Geoff Hurst, Moira Stuart CBE and Linda Robson.

Gwen Bakewell

That’s amazing isn’t it? That sort of PR support is vital to help a charity like AbilityNet raise awareness and reach the right people.

Mark Walker

It's great to have their support and it shows how partnerships can work for everyone's benefit. For example we also worked with Amazon and Samsung to provide refurbished devices.

Mark Walker

Our trusted volunteers then provide the help that people need to get the best from being online.

Gwen Bakewell

And it gives hope, doesn’t it? To know there are organisations like BT Group and Amazon and Samsung who want to work with AbilityNet, finding ways to close the gaps.

Mark Walker

Exactly. Every day at AbilityNet we see how bridging that digital divide transforms lives.

Mark Walker

Even with all the right tech and internet connections, it’s that the human touch that makes the biggest difference.

Mark Walker

Having someone you trust to give you good advice is what we can do.

Mark Walker

And that's why it’s our amazing volunteers who truly make the biggest difference. They help you get online and feel safe when you get there.

Gwen Bakewell

Their dedication is astonishing isn’t it?

Mark Walker

We’re so proud of what they do.

Mark Walker

Last year 531 volunteers contributed over twenty-one thousand hours of their time.

Mark Walker

We also took over 13,000 calls on our free helpline and resolved 4,386 tech queries.

Gwen Bakewell

They're incredible numbers aren't they?

Gwen Bakewell

But when you think about it it’s not just numbers—it’s lives transformed.

Gwen Bakewell

And I guess that's what drives the volunteers to give so much of their time and skills, especially in a world where everyone seems so busy.

Mark Walker

It’s such a good point. And what’s fascinating is that they don’t just help others; they find it hugely rewarding for themselves.

Mark Walker

Last year our volunteers gave us an engagement score of 8.9 out of 10.

Mark Walker

That sort of satisfaction reflects how much meaning they find in their work.

Gwen Bakewell

And isn’t that mutual benefit beautiful?

Gwen Bakewell

It reminds me of a chap I worked with as a digital mentor. He’d been struggling to use his new phone—all he wanted was to video call his grandkids, but he just couldn't get it to work properly.

Gwen Bakewell

His grandchildren wanted to help but weren't always there when he needed them.

Mark Walker

That sounds so familiar - those well-meaning family members who want to help but don't have the patience to keep repeating things.

Gwen Bakewell

Once we spent a few sessions together, just going step by step—slowly but surely—it clicked. The look on his face when he made his first video call, oh, I’ll never forget it.

Gwen Bakewell

And now he’s the one teaching his friends to use their phones. It’s like watching a light bulb switch on.

Mark Walker

Exactly! And that’s what we see time and again. Start with small success like making a video call and it builds confidence. The ripple effect is massive, whether it’s connecting with family or finding a new hobby online.

Gwen Bakewell

It takes such patience, though. The sort of patience your wonderful volunteers clearly have in spades.

Mark Walker

Patience and empathy, absolutely.

Mark Walker

And without them the scale of what we achieve wouldn’t be possible. They live all over the country and give up time to be there for all sorts of people. They visit people in their homes and they also provide help on the phone.

Mark Walker

Every tech query resolved and every new skill taught is thanks to those generous, dedicated people who care about making a difference.

Gwen Bakewell

It’s so inspiring Mark. And what a gift it must be to share your time like that, knowing you’re changing someone’s life for the better.

Mark Walker

And let's not forget we're not just here to make sure the volunteers are satisfied.

Mark Walker

Even more importantly the results from our 2024 Impact Report show that last year 94% of our clients told us they were happy with the support they received.

Mark Walker

And 98% said they felt more capable using technology as a result of the help they received.

Gwen Bakewell

That’s enormous, isn’t it? I mean, it's one thing to provide support, but another altogether to give people the confidence to actually use what they've learned in their daily lives. It’s transformative.

Mark Walker

Exactly. It’s about more than just the tech itself—it’s quality of life.

Mark Walker

One of our corporate partners, Mim Mahdaoui from The Stepstone Group, said it best. She praised our training programs, saying they not only taught her team but genuinely helped them design with accessibility in mind.

Gwen Bakewell

That’s the kind of impact we need more of, isn’t it?

Gwen Bakewell

To not just react to individual needs but to actively shape a more inclusive world altogether.

Mark Walker

Absolutely.

Mark Walker

And the scale of our reach really backs it up.

Mark Walker

Over thirteen thousand helpline calls answered last year, more than twenty-six thousand hours of direct support provided, and we provided over fifteen hundred devices.

Gwen Bakewell

Fifteen hundred devices? That’s remarkable.

Gwen Bakewell

So what sort of difference do those devices make for people?

Gwen Bakewell

I’m picturing someone receiving their first tablet and discovering a whole new way of connecting with the world.

Mark Walker

That's spot on.

Mark Walker

For an older client, for example, it might be as life-changing as making their very first video call to family.

Mark Walker

Or for someone with mobility challenges, it could mean accessing vital services without needing to leave their home.

Gwen Bakewell

And it's so easy for those of us who are more familiar with tech to take all of that for granted, isn’t it?

Gwen Bakewell

It just emphasizes that digital divide and how wide it can be between those who are confident online and those who aren’t.

Mark Walker

Exactly. And breaking down that gap is at the heart of everything we do at AbilityNet. That’s why we focus on providing not just tools but the wraparound support people need to thrive online.

Gwen Bakewell

It’s having a huge impact, Mark.

Gwen Bakewell

And knowing there’s a resource out there, one that’s so approachable, must be such a comfort to people who feel overwhelmed by technology.

Gwen Bakewell

And that’s why the details in your Report are so powerful. Hearing those real-life examples—learning to use Google Maps or feeling safe enough to install a banking app—it really brings it all home.

Gwen Bakewell

These aren’t just stories though; they’re big milestones in people's lives aren’t they?

Mark Walker

They absolutely are, Gwen. And what’s truly amazing is how widespread that impact is.

Mark Walker

We know that, after working with us, 78% of our clients said managing their daily lives became easier.

Mark Walker

And 71% try new activities they’d never done before.

Gwen Bakewell

What a transformation. It’s like opening a door to possibilities that might have seemed completely out of reach.

Gwen Bakewell

And it’s not just technical help, either, is it? It’s about building community connections.

Mark Walker

Exactly, Gwen.

Mark Walker

And it's not just about our volunteers and their one to one support. AbilityNet has also been a global pioneer in digital accessibility for 25 years.

Mark Walker

What's the point of helping people get online if they can't use the websites and apps they want?

Mark Walker

Gwen Bakewell

It's like you're closing the digital divide from the other side of the equation? Helping people get online but also making sure they can use the services they want when they get there.

Mark Walker, AbilityNet

Exactly - and the surpluses we make from our services help fund what we offer for free.

Gwen Bakewell

That social enterprise model is very powerful isn't it?

Gwen Bakewell

It must be so motivating for your customers to know that their work with you is helping support disabled and older people?

Mark Walker

Mark Walker

Gwen Bakewell

Those big brands clearly expect you to to act like a business and deliver professional services so that's a really important way to show the quality of what you do.

Mark Walker

Gwen Bakewell

That's a great approach. When you think about it there must be so many websites in the world that you can't possibly fix all of them? And you need designers, developers, product managers, marketing people - the whole digital team needs to be in tune to make this impact of their every day work.

Mark Walker

Gwen Bakewell

And I guess that is part of your wider role in the UK and global accessibility community?

Mark Walker

We've been pioneers for since the late 1990s, so we've seen huge changes in the technology as well as the growth in the accessibility community.

Mark Walker

And that sense of community really comes alive at our annual TechShare Pro conference.

Mark Walker

For 8 years we've brought together organisations like Apple, Google, Microsoft, HSBC and many other global brands.

Mark Walker

We also connect with disability leaders, people with lived experience of disability and accessibility specialists, like our own consultancy team.

Mark Walker

It’s an incredible opportunity to have an impact on digital accessibility on a global scale.

Gwen Bakewell

I can imagine. To have that many minds and ideas all in one place must be electric.

Gwen Bakewell

And what would you say is the biggest takeaway from a conference like that?

Mark Walker

Well, for me, it’s that collaboration is key.

Mark Walker

No single organisation can tackle digital accessibility alone. Events like TechShare Pro show how working together on shared goals can spark real progress across industries.

Gwen Bakewell

And that brings it back to the local level doesn’t it? The changes in people's everyday lives if those websites and apps are easier to use.

Gwen Bakewell

I keep thinking of those over-55s in community training sessions, many of them approaching technology with so much hesitation at first.

Gwen Bakewell

And yet, step by step, their confidence grows, and suddenly they’re navigating the digital world like pros.

Mark Walker

Right, and it’s exactly those moments that keep us going. It’s knowing that we’re not just teaching someone to use a device, but connecting them with family, helping them manage stress or even find a new job. It’s about transforming lives.

Gwen Bakewell

And what a transformation it is.

Gwen Bakewell

I think my big takeaway from today is simply how empowering technology can be when it’s accessible to everyone. It’s not just wires and screens—it’s independence. It’s inclusion. It's better healthcare and feeling safe and connected to your community.

Mark Walker

Absolutely, Gwen.

Mark Walker

And that’s really what AbilityNet is all about.

Mark Walker

The work we do on digital inclusion is all about making sure no one is left behind in this digital age. Whether it’s over-55s, people with disabilities, or organizations wanting to do better—we’re here to make a difference.

Gwen Bakewell

It’s fantastic work, Mark. Thank you for sharing all of this today—and for the work you and your team do day in and day out. Truly inspiring.

Mark Walker

Thank you, Gwen.

Mark Walker

And thank you for helping shine a light on the impact we're having. I'd love it if everyone listening to this podcast takes a look at our Impact Report for 2024 and sees all the amazing stories about the people we work with and how the support we give them has changed their lives.

Gwen Bakewell

Yes I'd encourage all our listeners out there to go on the AbilityNet website and find out more about your work,

Gwen Bakewell

And I also hope you’ll take something practical from this conversation today.

Gwen Bakewell

Maybe it’s reaching out to a loved one to see how AbilityNet can help them.

Gwen Bakewell

Or maybe it’s reaching out for help yourself—because, as we’ve learned today, help is there to give you confidence and help you feel safe online.

Gwen Bakewell

On that note, take care everyone, and we’ll see you next time.

Mark Walker, AbilityNet

Thanks Gwen and thank you to everyone listening - please find out more by visiting w w w dot abilitynet dot org dot uk slash impact