One of the biggest digital changes to the UK telephone network is set to be rolled out in Monmouthshire from Spring 2024 through to the end of 2025, and we are aware this might impact some of our more vulnerable tenants and leaseholders.

Most telephone providers will be moving their customers from old analogue landlines over to new upgraded landline services using digital technology, this includes home phones, amplified phones, personal telecare products, fall and motion detectors and portable healthcare devices such as ECG or oxygen monitors.


Whilst the responsibility for communicating the changes lies with the telephone providers, MHA wish to ensure all tenants and leaseholders are forewarned of the impending changes, so they can get on the front foot and seek support before they happen.


Equipping frontline teams with sufficient knowledge of the changes, so they can signpost people for support is important to us.  MHA has created an internal campaign which included the creation of a Digital Switchover Group, regular internal hub updates, back of the pocket leaflets for those out and about and messages on our internal digiboards.


We have also commenced our external campaign; all customers have received personal letters advising them of the changes and what they need to do. Regular messages are being disseminated across all social media channels and shared across local Monmouthshire forums and we have created a dedicated website page giving helpful advice and signposting people to more information and personal support.

We’ve put steps in place to safeguard older tenants living within our Community Living schemes, this includes an upgrade programme which will run throughout the following financial year. This programme will be focusing on upgrading key safety equipment, as well as supporting tenants to use their new kit.


We’re also working closely with Open Reach to understand when communities are likely to be switched over, as well as to ensure tenants living within blocks of flats have fibre to their properties and are not left behind in the roll-out.


Ensuring those in our communities are aware of the changes is very much a shared endeavour, so we urge everybody take responsibility for checking in on their neighbours and loved ones, particularly those who live in rural areas who might have poor reception and be impacted should they need to make an emergency phonecall or those who use telecare services.



Support agencies and local Monmouthshire Councillors who have direct contact with their communities also have a role to play ensuring our communities can remain safe and secure before, during and after the changes have taken place.