In February 2025, Ofcom’s Communications Affordability Tracker reported that 23% of UK households struggled to afford communication services in January, maintaining the same level as in October 2024. This equates to around 5.3 million households, with those receiving benefits and households with residents who have limiting conditions being the most affected.
According to Ofcom, to manage costs, 10% of households changed their communication services, such as switching to different packages or tariffs. Meanwhile, 8% had to cut spending on essentials like food or clothing to afford these services, a slight decrease from 11% in the previous quarter. The proportion of households cancelling a communication service (7%), missing a payment (4%), or changing payment methods (3%) remained stable.
Bizarrely however, Ofcom has proposed changes to how it tracks communication affordability. Given that affordability levels have remained relatively stable over time, it has suggested reducing the frequency of its survey from quarterly to twice a year, in April and October. The aim is to continue monitoring affordability issues while making data collection more efficient.
Ofcom’s proposal to limit the frequency of its Communications Affordability Tracker is a regressive step that will disproportionately impact those on the lowest incomes. This decision effectively downgrades an essential indicator of the state of the communications economy, reducing the visibility of ongoing affordability challenges faced by millions of households. By shifting to less frequent reporting, Ofcom risks obscuring the real and persistent struggles that people on lower incomes face when trying to maintain access to vital communication services.
The justification for this reduction—that affordability levels have plateaued—should not be taken as a sign that the problem has been resolved. Instead, it should be recognised as an indication that economic and social policy has failed to bring about meaningful improvements. Stability in affordability data does not mean stability in people’s lived experiences. It reflects a continued crisis where too many people are forced to cut back on essentials, juggle payments, or lose access to communication services altogether.
Limiting the data collection process will not resolve the issues that the data highlights. If anything, it will make it harder to track the impact of economic pressures, price changes, and policy interventions. Without regular reporting, it becomes easier to overlook the structural inequalities in the communications market and harder to hold policymakers and providers accountable for ensuring fair and affordable access for all.
Decentered Media urges Ofcom to reconsider this decision. Now more than ever, we need transparency and consistent monitoring to ensure that no one is left behind in an increasingly digital world. The cost-of-living crisis has not disappeared, and neither has the fundamental need for affordable communication services.
Among specific services, subscription video-on-demand was the most challenging for households to afford, with 9% struggling to keep up with payments. Pay-TV services affected 8% of households, while 7% found it difficult to afford mobile phone or broadband services, representing nearly 2 million households in each case. Landline services were less affected, with only 3% of households reporting difficulties.
More than half of those struggling to afford communication services also faced challenges with other essential expenses. The most commonly reported difficulties were affording gas and electricity (32%), food (31%), and transport costs (28%).
Respond to Ofcom’s Consultation by email marketresearch@ofcom.org.uk by 9am on 07 March 2025.