James Townsend, Chief Executive and Co-Founder of Mobilise – a digital support service for unpaid carers – reflects on why community-driven, peer-led support must sit at the heart of how we care for unpaid carers across the UK.
Community isn’t optional when supporting unpaid carers—it’s essential. With loneliness and isolation remaining major challenges, having people we can turn to makes a real difference. Whether for advice, emotional support, or just someone who “gets it,” many carers find their greatest comfort in talking to others in similar situations.
Carers often connect during unconventional hours—early mornings, late nights—when traditional support isn’t available. These peer conversations can offer real-time advice and emotional reassurance, especially for niche, complex challenges that are hard to explain to someone unfamiliar with caring.
At Mobilise, we see daily how powerful on-demand, carer-to-carer support can be. Our online community is live 24/7, with carers able to check in, vent, or connect during difficult moments—like 3am wake-ups. However, while peer support is central, it’s not the only resource we offer—and it must be handled with care.
Reading about others’ challenges can bring up difficult emotions, especially if they echo our own. Supporting others when we ourselves are under pressure can also lead to burnout. That’s why sustainable peer support must include safety nets—ensuring carers receive as much support as they give, and feel able to prioritise their own well-being when needed.
Facilitated Peer Support
Our support team includes trained carer specialists who supervise and facilitate community interactions. They are present during online sessions like our popular “cuppas” and are on hand to step in if a conversation needs redirecting or if someone needs expert help.
We also run a voluntary “Champions” programme for carers who want to regularly support others. There’s no obligation to contribute constantly, and we offer ongoing check-ins to ensure each Champion feels supported in turn.
Julie, a carer and Mobilise Champion from Central Bedfordshire, shares:
“I thought I was alone. I am not now. I have had support from various people which has been so helpful. I feel more in control by being part of the community.”
Guidelines for Community Wellbeing
We offer clear principles to help keep peer support safe and healthy:
- Listen without fixing: You don’t need the answers—just being there counts.
- Share what you can, when you can: Be open only when it feels right.
- Support yourself first: Like an oxygen mask, you must look after yourself before helping others.
We remind carers that it’s OK to step back when needed, ask for help, and set boundaries—even in a space built on mutual support.
Supporting Our Team
Many of our staff are carers too, which is why we’ve recently introduced reflection sessions—time set aside to talk through challenges and focus on well-being. This helps ensure our team can balance their professional support roles with their own lives and emotional needs.
Beyond Peer Support
Peer support alone isn’t enough. It works best when it’s part of a bigger, well-resourced ecosystem. Carer centres, respite services, healthcare, and digital tools must work together so that carers aren’t left to navigate everything alone.
There are 10 million unpaid carers in the UK. Ensuring that they can find meaningful connection, balanced with professional oversight and wider community investment, is how we move from surviving to thriving. Carers deserve to feel supported at every step—and that starts with community.
