Hillingdon is reviewing its support services for the 22,465 unpaid carers in the borough, according to a report presented at the Health and Social Care Select Committee meeting on 11 November 2025.

The committee is examining the Carer Support Service, which is delivered by Carers Trust Hillingdon and Ealing as the lead provider on behalf of the Hillingdon Carers Partnership (HCP). The HCP also includes the Alzheimer's Society, Give Space, Harlington Hospice, and Hillingdon Mind.

The Carer Support Service contract was awarded on 13 March 2025 for a five-year period starting on 1 May 2025, with the option to extend for a further three years to 2033. The annual value of the contract is £519,000. The performance targets under the contract are expected to evolve during the lifetime of the contract as the needs of carers change and in response to national policy demands.

According to the 2021 census, Hillingdon has a significant number of unpaid carers:

  • Up to 19 hours of care per week: 11,015 carers (4.1% of the Hillingdon population)
  • 20 to 49 hours of care per week: 5,000 carers (1.8% of the Hillingdon population)
  • 50 or more hours of care per week: 6,450 carers (2.5% of the Hillingdon population)

The Health and Social Care Select Committee is exploring how the Carer Support Service addresses the needs of these carers. Key questions include:

  • How the consortium delivery model works and its benefits for carers.
  • Which aspects of the service have the greatest impact on the largest number of carers.
  • How demand will be managed over the contract's lifetime.
  • How technology and innovation will improve access for vulnerable residents.
  • How the provider intends to reach 'hidden' carers from harder-to-reach communities. The Carer Support Service includes an engagement and communication programme that will help individuals to recognize themselves as carers, and find 'hidden' carers, and thereby enable them to access appropriate information, advice and support.
  • What challenges and opportunities are anticipated during the contract.

  • How the service's effectiveness will be measured. Specific metrics to measure the effectiveness of the Carer Support Service are summarised in the Carer Support Service Performance Targets. These include:

    • 25% of adult carer population as identified by the 2021 census on the Carer Register by the end of Year 1 of the Contract and rising to 40% by Year 3.
    • At least 800 new adult carers being supported each year of the contract:
      • Approx 150 should be carers of people with mental health needs.
      • Approx 200 should be carers of people living with dementia.
    • Minimum of 2 forum meetings supported annually.
    • An annual carers' fair will be supported.
    • 25% of adult carers access information and advice services and increase by at least 3% each year of the contract.
    • 15% of young and young adult carers access information and advice services and increase by at least 3% each year of the contract.
    • 95% of carers using information and advice services saying that they found it useful.
    • 500 adult carers to access emotional support annually.
    • 1,000 carers to access respite breaks, e.g., carer cafés, exercise classes, arts and culture activities, therapeutic care, carer training, Health MOT and pamper days per year.
    • At least £300k in carer-related benefits and allowances secured for carers in each year of the contract.
    • Number, range and utilisation of training opportunities for young, adult and parent carers during the reporting period.
    • 45% of young and young adult carer population as identified by the 2021 census on the Carer Register by the end of Year 1 of the Contract and rising to 55% by Year 3.

The dimensions of the Carer Support Service contract include:

  • Information, advice, and support to enable informed decisions.
  • Development and maintenance of a carer register.
  • Provision of home-based short breaks (replacement care). It should be noted that this service excludes people supported by Adult Social Care.
  • Access to recreational activities for physical and mental wellbeing.
  • Counselling and emotional support, including support groups.
  • Development of a young carers' programme: This includes work with schools to identify young carers and support to young carers in their caring role, including the provision of information and advice.
  • Undertaking carers assessments.
  • Empowering the carer voice through engagement and communication.
  • Securing external investment to increase support services.

The Health and Social Care Select Committee will continue to monitor the Carer Support Service and its impact on unpaid carers in Hillingdon, according to the Public Reports Pack 11th-Nov-2025 18.30 Health and Social Care Select Committee.