LOCAL GOVERNMENT AND COMMUNITIES COMMITTEE AGENDA. 5th Meeting, 2008 (Session 3) 20 February 2008

LGC/S3/08/5/A LOCAL GOVERNMENT AND COMMUNITIES COMMITTEE AGENDA 5th Meeting, 2008 (Session 3) 20 February 2008 The Committee will meet at 10.00 am in Committee Room 1. 1. Decision on taking business in private: The Committee will consider whether to take item 5 in private. 2. Subordinate legislation: The Committee will take evidence on the Valuation and Rating (Exempted Classes) (Scotland) Order 2008, (SSI 2008/draft) from John Swinney MSP, Cabinet Secretary for Finance and Sustainable Development, Robin Benn, Team Leader, Non-Domestic Rates Team, Laura Sexton, Senior Policy Adviser, Non-Domestic Rates Team and Linda Hamilton, Principal Legal Officer, Legal Division, Scottish Government. 3. Subordinate legislation: John Swinney MSP, Cabinet Secretary for Finance and Sustainable Development, to move motion S3M-01187 S3M-01187 John Swinney: Draft Valuation and Rating (Exempted Classes) (Scotland) Order 2008 That the Local Government and Communities Committee recommends that the draft Valuation and Rating (Exempted Classes) (Scotland) Order be approved. 4. Implementation of digital TV switchover: The Committee will consider an approach paper. 5. Planning application processes (Menie Estate): The Committee will consider a draft report. Martin Verity Clerk to the Local Government and Communities Committee Room no T3.40

LGC/S3/08/5/A Tel no 0131 348 5217 Email: martin.verity@scottish.parliament.uk The following papers are enclosed for the meeting: Agenda Agenda item 2/3 Cover note for SSI Agenda item 4 Approach paper on implemetation of digital TV switchover Agenda item 5 Draft report on planning application processes (Menie Estate) (private paper) LGC/S3/08/05/A LGC/S3/08/05/1 LGC/S3/08/05/2 LGC/S3/08/05/3(P) The following papers are enclosed for information: Clerk s note on affirmative instruments Guide to digital TV switchover

Agenda item 2 and 3 Local Government and Communities Committee 20 February 2008 LGC/S3/08/05/1 SSI Cover Note For Committee Meeting SSI title and number: The Valuation and Rating (Exempted Classes) (Scotland) Order 2008, (SSI 2008/draft) Type of Instrument: Affirmative Meeting: 20 February 2008 Date circulated to members: 21 January 2008 SSI drawn to Parliament s attention by Sub Leg Committee: Purpose: No The purpose of this instrument is to provide for the exemption from rating of cables used for certain purposes and associated apparatus and works, where such cables lie seaward of the low water mark of ordinary spring tides but only where one end of the cable is in Scotland and the other end is outside Great Britain. Those purposes are (a) the processing of transmission of electronic communications services, or (b) the transmission or distribution of electricity.

Agenda item 4 Local Government and Communities Committee 20 February 2008 LGC/S3/08/5/2 Introduction LOCAL GOVERNMENT AND COMMUNITIES COMMITTEE Implementation of Digital Television Switchover 1. In September 2005, the UK Government confirmed that the UK would switch from analogue to a fully digital television service between 2008 and 2012, and that practical support would be provided for those groups of people who were expected to have the most difficulty in making the switch. At that time, 66% of households were already taking advantage of the extra channels and services that digital TV brings, a figure that has risen continuously since, reaching over 80% by March 2007. The Committee agreed to consider taking forward work in this area in its forward work programme. Progress of implementation 2. A pilot scheme started in Whitehaven and Copeland was completed in 14 November 2007. The next stage in the switchover will be in the Borders TV region. It is scheduled to begin in late 2008 and will be completed by mid 2009. The Borders will be the first UK TV region to have been switched over to digital TV. Digital Diaries Project 3. The Scottish Consumer Council (SSC) have been looking at the day to-day experiences of consumers in the run up to the switchover in the Borders and their report published in December 2007 indicated that many viewers are confused and anxious about the technological choices faces them and that vulnerable groups are finding themselves marginalised by the process. A copy of the SCC press release and report on the Digital Diaries Project are attached as an Annexe to this paper. Details of digital switchover programme 4. To implement the switchover the existing analogue terrestrial television signal will be switched off TV region by TV region and the digital terrestrial signal will be boosted. After switchover digital terrestrial TV will reach the same proportion of households (98.5%) as can currently receive the analogue signals. To continue to receive TV after switchover viewers will need to have converted or upgraded their TV 1

LGC/S3/08/5/2 equipment to receive digital signals, whether through their aerial, by satellite, cable or broadband. 5. In delivering switchover to meet the 2008-2012 timetable the core partners are: Timetable UK Government. The Department for Culture, Media and Sport (DCMS) and the Department for Business Enterprise and Regulatory Reform (BERR) have joint responsibility for the policy of digital switchover Digital UK. An independent, not-for-profit organisation established by the public service broadcasters and digital terrestrial multiplex operators to lead the implementation of switchover. Ofcom. The communications regulator, responsible for licensing broadcasters and spectrum management. DSHS Ltd. A BBC subsidiary, established to manage the implementation of the Digital Switchover Help Scheme. DSHS Ltd reports to the DSHS Project Board, which is the formal body acting on behalf of the BBC in operating the scheme. 6. The timetable for the switch over in the various TV regions is shown in the table below. Scottish Regions are indicated in bold type. Region Switchover happens in Border 2008-09 West Country, Granada 2009 Wales,STV North 2009-10 West 2010-11 STV Central 2010-11 Central,Yorkshire,Anglia 2011 Meridian, London 2012 Tyne Tees, Ulster 2012 2

LGC/S3/08/5/2 7. The geographical areas covered by the each of the TV regions are shown below. Help Scheme 8. There are cost implications in upgrading existing equipment to receive digital TV for all users of the existing analogue TV service. A digital Switch over Help Scheme is to be introduced to provide practical assistance to those people who are expected to have most difficulty in making the switchover to digital TV. It is estimated that some seven million homes will qualify for help and those who are eligible will be sent more details well before their area is switched to digital. Digital Switchover (Disclosure of Information) Act 2007 9. The UK Government has introduced the Digital Switchover (Disclosure of Information) Act 2007 to allow the Help Scheme managers to identify and target people who are eligible under the scheme and to write to them directly inviting them to apply for help. The Help Scheme will be funded through the TV license fee and the costs are estimated at 603 million. The BBC has responsibility for scheme delivery although the day to day delivery will be contracted out. The contract to deliver the UK wide scheme is expected to be awarded early in 2008. 3

LGC/S3/08/5/2 Eligibility 10. The Help Scheme will be offered to all households in which one person: Is aged 75 years or over; or Those in receipt of Disability Allowance or Attendance Allowance; or Is registered blind or partially sighted. 11. There may be people who are not eligible for the Help Scheme under the above criteria but may need help during the switchover process. Digital UK is working with local charities, volunteer and consumer groups to determine who those people are. Digital UK is also planning a programme of community outreach and practical support in conjunction with leading charities. What will people get? Costs 12. Help will include the provision of the equipment necessary to convert one television set. If required the Help Scheme will help with the installation and use of equipment and provide an aerial replacement. Householders will be able to choose: A terrestrial digital box and help to install and use it where required. A digital recorder or an integrated digital TV for an extra cost. A free satellite service for an extra initial cost. Financial contribution towards a subscription service, such as SKY, Virgin Media or BT Vision. 13. Where a person eligible for the scheme is in receipt of an income related benefit allowance (income support or income-based job seeker s allowance) or pension credit (both guaranteed and savings credit pension) the scheme will be free. In other cases will be a charge of 40 for the basic equipment and help. 4

LGC/S3/08/5/2 Public Sector 14. Broadcasting is a reserved issue and the Local Government and Communities Committee s focus is on the impact of the implementation of the switch over on the public sector and vulnerable and disadvantaged groups. Tourism and Leisure The digital switchover means that all UK tourist and leisure facilities will have to go digital to continue delivering TV services to rooms, bars and facilities. For holiday accommodation providers changes will have to be made to equipment in rooms, and/ or to the system delivering the TV signal. Student Accommodation Maintaining continuity of television services throughout switchover will be important for universities and colleges, and student property managers, as part of the provision of good quality student accommodation or to support teaching and administration. Student Unions will also need to be reminded that televisions and recording devices in bars, common rooms and offices will also need attention before switchover. Planning ahead is the way to achieve this, not least so that costs can be built into future investment plans. Care Homes For residents in care homes, the television is often the central focus of entertainment, companionship and contact with the world outside the home. We know from research that both residents and managers regard it as very important. Commercial Property Wherever TV equipment is being used, it will need to be checked and the appropriate action instigated to ensure continuity of service beyond switchover. Schools All schools whether they are public, residential or boarding schools will need to get ready for switchover. Where TVs are used exclusively for playing DVDs or Videos, they will not require attention for switchover. However, in all other instances e.g. TVs are used in staff or common rooms and where the TV is connected to an aerial system, the aerial and equipment will need to be checked and/or upgraded to receive digital signals after switchover. 5

Recommendations LGC/S3/08/5/2 Prison and secure accommodation Decisions about and responsibility for the provision and upgrade of TV services in prisons, secure accommodation, detention centres, bail hostels etc. lies with the Ministry of Justice. Hospitals In many instances Health Trusts have contracted out the provision of bedside TV s (and phone services) to provide, independent companies such as Patientline. These organisations will need to ensure that TV services, for patients, are provided after switchover in conjunction with the property managers for the hospitals in which they are operating. Barracks and service quarters The Ministry of Defence has responsibility for Armed Forces accommodation which includes married quarters and barracks for Army, Navy and Air force personnel. Public housing Public sector housing organisations can be Local Authorities, Arms Length Management Organisations (ALMOs) and Housing Associations. Property managers in the public sector will be engaged with residents who could be tenants, leaseholders or freeholders and who have different legal rights and responsibilities. Residents in public sector properties will range from freeholders on public sector housing estates, leaseholders in blocks of flats to high dependency tenants with housing and support needs. Private housing The private housing sector is very varied both in terms of the types and nature of the residents and providers. It encompasses tenants and leaseholders. 15. That the Committee takes forward a short inquiry into the impact on communities of the roll out of digital TV in Scotland. 16. That the Committee issues a call for written evidence; 17. That the Committee takes oral evidence from: a. Digital UK and the groups involved in the pilot scheme in Whitehaven and Copeland to establish the impact of the switchover in the trial area with particular regard to vulnerable and disadvantaged groups and the public sector: lessons learned and examples of best practice to be taken forward in the switchover in the Borders. 6

LGC/S3/08/5/2 b. The Scottish Consumer Council on the findings of their Digital Diaries Project detailing consumers experiences in the run-up to digital TV switchover in the Scottish Borders. 18. That, following consideration of the oral and written evidence, the Committee considers the need for a fact finding visits either to the study area, where the switchover has been completed, and/or the Borders area, where the implementation is due to start later this year. Martin Verity Clerk to the Committee February 2008 7

Royal Exchange House 100 Queen Street Glasgow G1 3DN Telephone 0141 226 5261 Facsimile 0141 221 0731 Minicom 0141 226 8549 E-mail scc@scotconsumer.org.uk www.scotconsumer.org.uk News Release Digital Switchover Could Leave Many in the Dark Strictly embargoed not for release until 00.01 Monday 3 December Contact: John Macgill, Morhamburn, communications adviser to the Scottish Consumer Council on telephone 01620 820 800 Many television viewers are being left confused and anxious about the technological choices facing them in the run up to the digital TV switchover, according to the first findings of a unique ongoing consumer-led study in the first area in the UK that will have its analogue services switched off. The experiences of householders taking part in the Digital Diary Project carried out in the Scottish Borders Council area by Scotland s foremost consumer organisation suggest more vulnerable people are finding themselves marginalised by the process and steps need to be taken urgently to put things back on track and ensure the same mistakes aren t repeated across the rest of the UK. The Scottish Consumer Council (SCC) has been looking at the day-to-day experiences of consumers in the run up to next November s digital switchover. Participants complete a digital diary each quarter and this information forms the basis of the qualitative study that illustrates consumers own real experiences. The SCC report, published today alongside other independent research carried out by the Ofcom Consumer Panel, reveals that many consumers are concerned over technical issues, the range of choices they are faced with and the cost of the switchover. SCC Director, Martyn Evans, says there is a real worry that, with less than a year to go before those in the ITV Borders region become the first to be switched, not enough people are getting important information from Digital UK, the organisation promoting the switch over. The switchover to digital television should provide consumers with a greater number of channels, better reception, and improved accessibility. However, the Scottish Consumer Council has found that for many vulnerable people in 1

the Borders, this change is creating confusion and concern. It is essential that Digital UK, the body tasked with achieving a smooth transition, takes appropriate action on the back of our Digital Diary findings. Martyn Evans says adequate information is still not reaching many householders: Less than half our respondents said they d received the initial posted leaflet and those who did felt the information in it was too basic and failed to answer the questions they had. Whilst further Information is provided on the Digital UK website, this medium is the least accessible to those who most need it. The SCC says advance information on a Help Scheme, aimed at supporting more vulnerable consumers to make the switch, is failing to reach enough of the people it is aimed at, with half of respondents saying they didn t know it existed. The organisation says this means people on low incomes may well be spending money on products and technical support that they not only cannot afford but that the UK Government has already agreed to subsidise. The SCC is today publishing a seven point action plan for Digital UK which it says should be implemented as a matter of urgency to avoid householders being left in the dark in November next year Recommendations 1. More use of local advertising is needed now to inform people about the Help Scheme 2. A series of technical information leaflets/newspaper articles on topics of common concern and potential solutions, e.g. recording other channels, should be developed 3. Greater cooperation with manufacturers is necessary to improve the reliability of set top boxes and eliminate common problems 4. More printed information on channel availability with the reduced Freeview service should be provided 5. The use of teletext page 284 to check aerial signal strength must be further promoted 6. Work with local businesses and trade bodies in the Borders area and with Scottish Enterprise Borders to find a practical solution to accrediting local aerial installer firms who provide good service to consumers. 7. Ensure that retailers give the correct advice in respect of digital radio as well as digital TV reception. 2

Notes for Editors The Digital Diary Project will continue until the switchover and those living in the Scottish Borders area and wishing to join the network of digital diarists should contact the Project Coordinator, Heather Batsch on 0800 707 6765 / 07887 837 340 or email hbatsch@scotconsumer.org.uk Of the 500 participants required, 90 volunteers are already providing diaries in the Borders area. Going Digital: Supporting consumers through digital switchover. A qualitative research study is available in PDF format from the Ofcom Consumer Panel website www.ofcomconsumerpanel.org.uk For a hard copy please ring 020 7783 4021 The Scottish Consumer Council was set up by the government in 1975 to promote the interests of consumers, particularly those who experience disadvantage in society. While producers and suppliers of goods and services are usually well organised when protecting their own interests, individual consumers very often are not. The people we represent are consumers of all kinds: they may be council tenants, patients, parents, solicitors clients, public transport users, or simply shoppers in a supermarket. We speak up for them by communicating with the professions, industry, business, local authorities and central government, using careful research and persuasive lobbying. Media Contact: To arrange an interview or for more information contact our media adviser, John Macgill on 01620 820800 or john@morhamburn.com. Ends. 3

Digital Diaries consumers experiences in the run-up to digital TV switchover in the Scottish Borders December 2007 On 6 November 2008, one year from now, the analogue television signal in the Borders TV region will be switched off and replaced with a digital signal. The Scottish Consumer Council recognises that there are clear consumer benefits in moving to digital TV including increased choice of channels, improvements in the quality of reception, flexibility in format and content that could benefit disabled people, and the development of interactive, online public services. However, there is a range of issues for consumers, particularly those who are disadvantaged, that require to be addressed in digital switchover so that they recognise the benefits and are protected from the risks. For this reason, we have developed the Digital Diary Project in the Scottish Borders to gather qualitative information directly from consumers. Our consumer intelligence has highlighted the need for Digital UK to take action as soon as possible to: Use local advertising now to inform people about the Help Scheme; Develop a series of technical information leaflets/newspaper articles on topics of common concern and potential solutions, e.g. recording other channels; Work with manufacturers to improve reliability of set top boxes and eliminate common problems; Provide more printed information on channel availability with Freeview Lite ; Promote the use of teletext page 284 to check aerial signal strength; Work with local businesses and trade bodies in the Borders area and with Scottish Enterprise Borders to find a practical solution to accrediting local firms who provide good service to consumers; and Ensure that retailers give the correct advice in respect of digital radio as well as digital TV reception. Please read on to find out what consumers are telling us.

Digital TV Switchover Between 2007 and 2012, the UK will undergo the digital TV switchover, which means the analogue television signal will be switched off and replaced with a digital signal. This process will take place TV region by TV region, beginning with the Border TV region, which encompasses the Scottish local authority areas of Scottish Borders and Dumfries & Galloway as well as Cumbria in England and the Isle of Man. Around a quarter of UK households (mostly in rural areas) will not be able to receive digital terrestrial television properly until analogue broadcasting comes to an end. In order to continue receiving broadcast television, viewers must convert their analogue television sets to digital (using a set top box or satellite TV box), or buy a digital television set by the time of the switchover in their region. Whitehaven in Cumbria was the first town in the Border TV region to be converted to digital (in October 2007) and the rest of the region will convert from November 2008. The Selkirk transmitter, serving the Scottish Borders, will switch from analogue to digital signal in the last quarter of 2008, and in the second quarter of 2009 the Caldbeck transmitter, which serves Dumfries & Galloway, Cumbria and the Isle of Man, will be switched over. The switchover process is led by Digital UK, an independent non-profit organisation set up at the Government s request and owned by the public service broadcasters. Digital UK provides impartial information on what people need to do to prepare for the move to digital, and when they need to do it.

The Digital Diary Project 3 The Scottish Consumer Council has developed a qualitative research project in the Scottish Borders Council area to provide us with intelligence on consumers day-to-day experiences of preparations for the digital switchover and associated problems and concerns. Our aim is to build a network of 500 diary respondents; work on this began in July 2007 and over 90 people have volunteered to be part of the project to date. Each research participant completes a digital diary on a quarterly basis to record his or her day-to-day experiences of the digital TV switchover. Respondents are able to choose from three options for completion: by post, by telephone or online. We will publish regular reports of the research until switchover and beyond. This is a qualitative study which aims to highlight individual consumers real experiences of digital TV switchover. It has not been designed to be statistically representative of the population as a whole. The Diaries Period covered and demographics overview This is the first report and presents the views of 70 diarists i.e. those who had completed the diary by the end of September 2007. The areas they live in represent a fairly even spread across the Scottish Borders, with the exception of the area around Newcastleton in the very south. It is noted that this part of the Scottish Borders gets its signal from the Caldbeck transmitter and is not due to switch over until early 2009. The respondents were self-selecting and there was a much higher response from those aged over 55. The majority were living in households with another adult; a small number also had children under 18 living with them. One-fifth of respondents (mostly aged under 75) indicated that they had a disability. Those aged over 75 and/or with a disability constituted a third of respondents. almost a third did not know they would have to make separate arrangements for their TV recording equipment if they wished to record a different channel from the one they were watching Awareness All the respondents indicated that they knew digital switchover would take place in 2008 in the Border TV region and the majority were aware that most aerials would be adequate for the new signal. However, almost a third did not know they would have to make separate arrangements for their TV recording equipment if they wished to record a different channel from the one they were watching.

4 Radio services are not affected by the digital TV switchover; however a third of the respondents did not know that their existing radios would continue to work (i.e. they would not have to buy a DAB radio). In a separate initiative (October 2007), the BBC has just launched a digital radio service in the area, available now to the estimated 40,000 residents who can receive a signal direct from the main Selkirk transmitter. This service covers BBC radio stations only. The total population of the Scottish Borders is around 110,000. Marketing it fails to point out there could be advantages in waiting Leaflet Digital UK has distributed introductory leaflets by post to households in the Scottish Borders, however less than half of the respondents acknowledged that they had received the leaflet. Those who had received it found the information easy to understand and commented on their impressions. These have been grouped into three topics: Pitch of information content: They were too basic and did not explain enough Too basic for me but probably more than enough for most people. with a funny cartoon character, it made me feel patronised useful in as much as it acted as a signpost for information to follow. General information content: it fails to point out there could be advantages in waiting The leaflet encourages switching to digital now without taking into account the weakness of the local digital signal. Yes it was useful but still have so many questions - don t know what I need. Not very comprehensive. Likely to make some people act now rather than wait till things are clearer. It was far too general - I want to know what services I will be able to receive and it was silent on that. I recollect that there were some vague promises about lots more stations, but subsequently I find that terrestrial reception from a relay transmitter will be minimal.

Further support: 5 On phoning helpline number I got passed from one number to another without anybody being able to answer why the signal for all channels vary in strength apparently at random across the channels. Didn t tell you much. Rang tel no and got recorded message - no help at all. Why no email address for enquiries? Website Further information on switchover is available from Digital UK s web site and the address was given in the leaflet. However less than a third had looked at the web site and most of these were in the 55-64 age group or younger. Very few considered themselves to have a disability. Those who had looked at the web site said they did so to find out more general information and specifically whether they would be able to get a digital signal. Almost all found the information easy to understand. There were a number of negative comments, many as a result of finding out they would not be able to get a digital terrestrial signal until after switchover, or that they would only be able to get a satellite signal. One person made the following recommendation: Web site should be read by a straightforward, non technical person for navigation difficulties and questions not asked, nor answered (It) should then be amended. In contrast, another respondent noted: Opened routes to find answers to unanswered questions Selkirk transmitter

6 Advertising Most of the respondents said they had seen television advertising about digital switchover, half had seen newspaper articles and a quarter had heard an item on the radio. Others had heard about it via a range of other media, including public meetings and newsletter articles. Most of those who had seen advertising said it was easy to understand. A third made further comments and in general these related to the lack of factual information in the advertising. Many commented that it was confusing: Not enough information about switchover and too fast. Not clear enough. Adverts concentrate too much on gimmicks - do not really cut to the chase. Easy to understand but short on factual information. Not clear enough info for the elderly and disabled or those on low incomes. The lack of an email address was seen as a disadvantage for the deaf, who would not be able to follow up the advertising with a telephone enquiry.

Looking at the different responses of those who were already watching digital television in relation to those who had not converted at all, it was apparent that the latter were more aware of the advertising. 7 Sources of information Only a small number of respondents answered the question on which organisations they would approach for further information and advice. Almost all said they would contact Digital UK; some also acknowledged the valuable role of the Digital Forum meetings, arranged by Michael Moore MP (Berwickshire, Roxburgh and Selkirk). Platform choice At present, there are just two alternatives for digital television in the Scottish Borders: digital terrestrial television via aerial for those who can receive a signal direct from the main Selkirk transmitter (the Freeview service - 55 TV channels, including a few subscription only via Top Up TV, plus radio channels), and satellite television. There is no cable television coverage. BT Vision requires a fast Broadband signal (not available everywhere) AND access via an aerial to digital terrestrial television. The Digital UK website notes that the satellite service can be accessed through subscription to Sky, or through a one-off payment, which will provide and install the Sky box plus a satellite dish, and give free access to around 200 TV and radio channels (Freesat from Sky). Satellite is currently the only option for digital television in areas served by relay transmitters, which only have the capacity to carry four analogue TV channels (i.e. no Channel Five service and no digital TV signal). There are 11 relay transmitters in the Scottish Borders, all of which will be converted to carry a limited range of digital terrestrial TV channels after switchover (called Freeview-Lite by industry providers). They are at: Hawick Jedburgh Eyemouth Stow Clovenfords Peebles Bonchester Bridge Yetholm Lauder Galashiels Innerleithen

8 The post code checker on the Digital UK website was improved in October 2007 and now gives information on the range of channels that are likely to be available via digital terrestrial television after switchover. This appears to show that the reduced service (Freeview-Lite) comprises 21 channels, around half of which are radio stations. Those respondents who had already converted wholly or in part to digital reception were fairly evenly divided between digital terrestrial television via an aerial and satellite television, with just under 10% having opted for both. A number of people were confused by the terminology and did not recognise that, having satellite television, they had already converted to digital To switch or not to switch Over three quarters of the diary respondents have already switched over at least one television to digital reception. However, more than half of the total respondents still have sets to convert (including those who have not converted any). A number of people were confused by the terminology and did not recognise that, having satellite television, they had already converted to digital. Those not receiving digital television Half of those respondents who do not receive digital television at present said they had not made a move to convert to digital because it was too expensive. More than half cited other reasons, the majority of which related to the lack of digital terrestrial signal (i.e. they received their analogue television via a relay transmitter and their only option for digital television at present was via satellite). Comments received reflected disappointment that they would only be able to receive Freeview-Lite via the local relay transmitter after switchover. We are uncertain when we will switch over and if we will receive the full Freeview service or Freeview lite. I am not paying the same licence fee if I only receive lite. Hopefully public petition and MP will bring about service we are entitled to receive after all additional expense. The scandal that is freeview lite needs to be urgently addressed by Ofcom, Digital UK and the Government. On the other hand, one comment was more positive: We have had confirmation that the relay signals will transmit digital, but a reduced number of channels. Whilst this seems unfair, the commercial stations we don t get does not seem to upset many people I have talked to it about - shopping and gambling channels seem to take up the biggest part of this, so apparently a loss we can live with.

The cost of converting to digital was a major concern for most people who had not yet switched. More information on this issue is covered in the affordability section of this report. The likelihood of digital equipment coming down in price nearer to switchover was also mentioned. 9 Elderly, worried about cost, no idea what it s all about. I fear that, despite the efforts of Digital UK, there will be some entitled to help who will not get it, just because they don t claim benefits. There were significant concerns about using the new type of equipment: I still don t know how we will watch a programme and record a different one. Will DVDs become redundant such as VHS has become? Elderly neighbour has freeview box but won t use it as can t understand it - relatives live a long way away. Two remotes are confusing. I thought I would need to buy a DAB radio. I thought all DVD recorders were digital already? Are digital sets expected to have as long a life as analogue sets? A very small number of those who have not yet converted entirely to digital expect to do so within the next three months. Of the rest, half said there was plenty of time and a similar number had other reasons for not doing so. The majority of other reasons related to the current lack of digital terrestrial signal. Some respondents received digital television via Sky for their main set but were waiting for the local relay transmitter to switch over in order to convert other sets to Freeview. Some had additional televisions that were old, and lacked knowledge on the possibility of conversion. Cost was also an issue. Typical comments included: lack of knowledge over what s best in respect of other sets, which are old, no scart sockets. Have just heard that I should be able to get a set top box with facility to convert TV without SCART socket. waiting to see what terrestrial signal there will be and what support available through Help Scheme.

10 Purchase and installation experience Almost two-thirds of the total number of respondents said they had bought digital television equipment recently and over half of these had installed the equipment themselves (some supported by a friend or relative). Some found the process difficult, but most said it was easy or very easy. There were varied comments on ease of installation or otherwise, with one respondent acknowledging the difficulty of connecting up several pieces of equipment correctly. Another noted that satellite television could also be selfinstalled: simple dish and receiver kits are available to buy from numerous retailers for self-installation. This fact is not advertised nearly prominently enough in promotional material and helps neatly perpetuate the myth that in order to watch satellite television, it must be done through Sky. The BBC has indicated that it is developing a freesat service; however the timing of its introduction is not known. A third of those who had purchased equipment were not aware of the Digital Tick logo Digital Tick awareness A third of those who had purchased equipment were not aware of the Digital Tick logo that identifies switchover-ready products; nearly two-thirds did not know that approved retailers also had a certification mark. Half did not know or were not sure whether the retailer they used had displayed the Digital Tick logo. Only a few commented on whether this had or had not influenced their choice of retailer, with an even yes/no split. Those who said it had influenced them were more confident in their retailer as a result. Respondents identified the retailer they had used to purchase equipment. The results were fairly evenly spread between national chains in the lead, followed by supermarkets and then local independent retailers. Online purchases came in last. The majority of purchases were made within 20 miles of the respondent s home, although a significant minority bought their equipment in Edinburgh or Newcastle. Of those who commented, only one third felt their retailer was knowledgeable about digital television and switchover. One third said their retailer was not helpful and a third had done their own research about what they wanted, so did not ask. Just over a third said they had purchased products marked with the Digital Tick logo. Asked to comment about the quality of advice from their retailers, more people were complimentary about local independent retailers than all other types.

Aerial/satellite installation Less than a quarter of respondents were aware of the registered digital installer scheme. Several people thought the scheme was a good idea; however there are currently none registered in the Borders. 11 When asked who had installed their aerial or satellite dish, just under a third of respondents said they had continued to use existing equipment. A similar number indicated that equipment had been installed by Sky. Digital UK estimate that only 2% of aerials are likely to require an upgrade; however several of our respondents had had their aerial replaced or upgraded by a local aerial installer. A variety of comments were made on the subject of aerials/satellite dishes. Some were less than happy with the service provided by Sky subcontractors. Several others were worried about aerial upgrades and about the risk of spending money unnecessarily: The experience of myself and friends is that a much greater percentage of households require aerial upgrades than your literature suggests and that upgrades generally are more expensive than you suggest. I fear that the elderly, and more vulnerable adults, as well as those who simply do not inform themselves of the facts, will be led into expensive and unnecessary upgrades. Post-purchase problems and solutions Just under half of our respondents experienced problems after purchasing digital equipment. The main issues were poor reception, not being able to receive all channels and malfunction of set top boxes (picture freeze/loss etc). Aerial boosters were fitted in some cases to improve reception; in other cases, people were advised to wait until switchover, when the digital signal will be boosted at the transmitter. Although an aerial signal checking facility is available on teletext, no one mentioned that they had used it. Just under half of our respondents experienced problems Some new set top boxes had to be changed completely as a result of faults, but in many cases ongoing problems were solved by unplugging the box at the power supply and plugging it back in again each time. However, this solution is only simple if the viewer knows what to do and is fit and able to carry it out.

12 Digital TV likes and dislikes Respondents were asked about various aspects of digital television. Most people said they liked the increased range of channels, closely followed by improved picture clarity. Over half liked the Electronic Programme Guide. There was a low response to the dislikes section. Of these, several related to channel selection: the frequent need for re-scanning, Tyne Tees taking precedence over Border TV in some areas, too many sales/bid/gambling channels, or the inability to get some channels. Remote controls were both liked (30%) and disliked (10%). People with a set top box/sky box may well have two remote controls one for the TV and the other for the box....having to struggle out of my chair to re-set the digi-box 4-5 times per evening... Comments on the disadvantages of digital television related largely to issues listed in the problems section above: Only having to struggle out of my chair to re-set the digi-box 4-5 times per evening, which I think MAY be due to a weak signal. There is occasional but regular interruption to sound and picture freezes. Strong winds cause very poor picture quality and periods with a blank screen and no signal message. Repeated problems with digi-box freezing or pixilating, total loss of vision, other faults. Signal affected by weather conditions - wind, rain, thunder. The reception goes out of sync, sometimes badly voice/picture. When asked who they would contact for help and or to make a complaint in respect of using digital television, well over half said Digital UK. Just under a quarter would contact the local trading standards office and others would go back to the retailer where equipment was purchased.

Help Scheme Those eligible for the support scheme will receive information by direct mail about eight months before switchover. Information on the Help Scheme is available on the Digital UK website and it has been explained at local presentations by Digital UK and at Digital Forum meetings. 13 However, at the time of writing this report, no leaflets on the subject have been distributed in this area, nor has there been any specific advertising. Half of the survey respondents were not aware of the Help Scheme. As already noted, a third of the total respondents were over 75 or considered themselves to have a disability; these are the vulnerable consumers for whom the Help Scheme was designed. Very few of this group had accessed the Digital UK website, a third said they were not aware of the support scheme and nearly three-quarters had already converted at least one set....cost me almost all my savings... Affordability A small percentage of respondents felt the costs were reasonable as long as Freeview was available and no aerial upgrades required. Several others commented on the lack of choice in the matter they had no wish to switch to digital and resented the forced expense. The following comments were made by respondents who would be eligible for the Help Scheme: Cost of upgraded aerial was higher than expected ( 119.53). I shall have to buy a new TV and aerial, I am expecting these costs. older people with second set in bedroom will need second box (often go to bed early to save fuel and keep warm). Hard to afford this even if you get Help Scheme for first set. the cost of purchasing and installing TV and digibox + repositioning aerial cost me almost all my savings. Being disabled, I rely on TV more than most people. Comments made by respondents who would not be eligible for support also focus on the difficulties faced by more vulnerable consumers: for people on a limited income it is going to be difficult. I already know of one elderly person who needs new aerial. If one listens to advice the cost need not be extortionate but many older people need more advice and perhaps financial help...financial help for those eligible should have been available much earlier. Too expensive for those living on basic pension. The scheme for help is too little, too late. Elderly, worried - How! Why! Where! Price! Does my TV work! TV Licence should pay.

14 Conclusions Anxiety and confusion come through loud and clear in the comments received from respondents about the technological issues and choices, and about the cost implications. Indeed, cost was a recurring theme in many responses across all sections of the survey. While the Digital UK website provides a considerable amount of detailed information, this medium is the least accessible to those most in need. Digital UK are to be commended for appointing additional staff in the Scottish Borders and Dumfries & Galloway, who will deliver presentations on all aspects of switchover to local groups and communities. However, more focused television and newspaper advertising would reach a wider audience more quickly. All the respondents who would be eligible for government support were aware of digital TV switchover, but only a third of them knew about the Help Scheme. All the respondents who would be eligible for government support were aware of digital TV switchover, but only a third of them knew about the Help Scheme. There is a real risk that lack of awareness of the Help Scheme is leading vulnerable consumers to spend money they can ill afford on items that the Government has agreed to subsidise. Delays in publicising the Help Scheme widely are at fault and more information should be made available to allay fears and provide real support, where and when it is needed - now. This could be through television advertising, or through targeted distribution of Help Scheme leaflets, similar to those being used now in the Whitehaven area. Technological solutions need to be progressed for the problems associated with set top boxes (including Sky boxes). Vulnerable consumers are likely to be very worried at an inexplicable loss of service, and could find it very difficult to switch the box off and on at the plug on a regular basis. The benefit of a remote control is more than negated by this common problem. Recording a different channel than that being watched is important to many consumers. Solutions for this do exist with digital television and, if properly understood, could be incorporated in ways that minimise extra cost and allow existing equipment to be retained. More independent technical information should be provided on the options, possibly using a route map /flow chart approach to find the appropriate answer for individual cases. A significant proportion of the Borders population will only be able to receive the Freeview-Lite service after switchover. Information on which channels will be received is now available online; however this should be publicised more widely by other means. Consumers are asking if it is acceptable to provide a two tier service in some areas on the basis of cost, when the Digital Dividend (from auctioning off the spare digital spectrum after switchover) will generate considerable revenue for the UK Government.

The requirement - or not for an aerial upgrade is a significant worry that could be alleviated by wider publicity on how to check signal strength. Digital UK already publishes a leaflet on this subject (although it has not been distributed widely) and more information is available on teletext p. 284. 15 In respect of the service from retailers, the most positive comments were made about local independents, although the majority of people had actually bought from a chain store or supermarket. The Digital Tick logo was less important than trust in the supplier. This is probably a feature of the local small business economy and includes aerial installers, where none have become registered. There was support from consumers for the idea of a registered installer scheme; however there is a cost and time implication for small businesses and a solution to these issues should be found. The situation in respect of digital radio provision is potentially very confusing for consumers. A wide range of digital radio channels can be received via a converted or digital television set. Analogue radio signals continue to be received by ordinary radio sets across the Scottish Borders. The new BBC digital radio service can be received using a DAB digital radio set, within the range of the main Selkirk transmitter. Retailers must be trained to give the correct advice in respect of radio as well as television reception.

HOW TO FIND OUT MORE If you live in the Scottish Borders and would like to join our network of digital diarists, please contact the Project Co-ordinator, Heather Batsch. Scottish Consumer Council, PO Box 13364, Jedburgh TD8 6WX Tel: 0800 707 6765 or 07887 837340 Email: hbatsch@scotconsumer.org.uk For general information on the Scottish Consumer Council s activities, please visit our web site at www.scotconsumer.org.uk The web site gives free access to all our reports, campaigns and policy work in progress. The photographs of individuals in this report are library images and not actual survey respondents. Scottish Consumer Council, Royal Exchange House, 100 Queen Street, Glasgow G1 3DN. T: 0141 226 5261 F: 0141 221 0731 E: scc@scotconsumer.org.uk Written by Heather Batsch. Published by the Scottish Consumer Council, December 2007. kelso graphics colour printing 01573 223214