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Lord Leong (Lab)

Speaking in the House of Lords on 2 December 2025

Debate

Public Services: Online Communications

Contribution

My Lords, I thank my noble friend for that. We recognise that not everyone can manage complex digital systems—we acknowledge that—and that some vulnerable people risk becoming cut off as services change. Departments across government are reviewing digital pathways to make them simpler, clearer and supported by voice prompts, as the noble Lord mentioned, and voice-activated tools. We are also expanding easy-to-navigate menus and keeping the option to speak to trained staff. We aim to give people the support they need and to keep every route open, not closed.

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