Bromley Well Carers services offer practical and emotional support to unpaid carers in the borough. Through one-to-one advice, group activities, and tailored resources, the service reduces stress, builds resilience, and ensures carers feel valued and connected.

Service Reach

From 1st April 2024 – 31st March 2025, our Carers services supported 1,311 unpaid carers, with 878 new referrals during the year.

Unpaid Carers in Bromley Borough

• 25,362 unpaid carers in Bromley
• Approximately 1 in 12 people
• 79% of Bromley carers are over 55 (2022 NHS Carers Survey)

Unpaid care is worth £162 billion per year to the UK economy.

(Carers UK, 2023)

Reduced Isolation, Increased Connection

100% of clients feel less isolated and more engaged in social activities.

"I feel more supported and positive knowing there is someone I can call" – Client D

Bromley Well Forms Completion Service is managed by Age UK Bromley & Greenwich. This free service supports residents with complex health and benefit forms, ensuring access to vital entitlements and reducing barriers to independent living, while boosting the local economy through increased client income.

Key Impact

Between 1 April 2024 - 31 March 2025:-

• Clients helped: 611
• Forms completed: 477
• Total income generated for Bromley residents: £2,028,818

High Impact, Low Cost:

Cost per form completed: £29.35 - efficient service delivery at remarkably low cost.

An average income of £4,250 was generated per completed form.

Outstanding contribution by Bromley Well Volunteers

Skilled volunteers contributed 1879 hours of expertise to support the service.

Assuming a working day of 7.5 hours that is the equivalent of 251 working days during the year.

Economic Return Factor:

For every £1 spent on the service, around £145 is returned to the local economy through increased client income.

Benefits Claimed For

Attendance Allowance: 53.3%

Personal Independence Payment (PIP): 31.9%

Other: 14.7%

(Other includes Carers Allowance, Capability for Work Questionnaire, Council Tax Reduction, Housing Benefit, Over 60s Travel and Mandatory Reconsideration.)

Age groups of clients supported

• Under 45 years: 82
• 45-54 years: 76
• 55-64 years: 93
• 65-74 years: 85
• 75-84 years: 145
• 85+ years: 130
• Total clients helped: 611

Customer satisfaction based on 128 responses from clients asked between April 2024–March 2025

100% stated they were happy with the service received.

Ongoing need for the service

Only 1.6% reported confidence managing future claims, indicating sustained service need.

Bromley Well Long Term Health Conditions Service is managed by Age UK Bromley & Greenwich. This free service supports adults to manage their health and wellbeing – a vital part of preventative care, helping residents stay independent, reduce hospital admissions, and improve quality of life.

Key Impact

Between 1 April 2024 - 31 March 2025:-

• Referrals received: 346
• Clients helped: 335
• Hours of support provided in workshops: 462

Community Engagement and Outreach

• Community groups engaged with: 46
• External organisations engaged with: 114
• Professionals attended 28 professional training sessions: 263

Peer Support Groups

These groups were offered both in person and online, ensuring accessibility and inclusivity for all participants.  A total of 124 peer support group sessions, delivering 173.5 hours of support was delivered.

• Fibromyalgia & Chronic Pain Peer Support Group (in person) sessions: 24
• Fibromyalgia & Chronic Pain Peer Support Group (online) sessions: 25
• Health & Wellbeing Peer Support Group (in person) sessions: 24
• Health & Wellbeing (generic conditions) Peer Support Group (in person) sessions: 51

One to one support sessions

The team delivered 318 focussed, one to one support sessions for clients, via phone and in person.

Client ages

• Under 35 years: 23
• 35-44 years: 34
• 45-54 years: 61
• 55-64 years: 85
• 65-74 years: 60
• 75-84 years: 62
• 85+ years: 25

Client feedback

• 100% said they would recommend the service
• 99% reported increased self confidence using self-care techniques to manage their condition

Sample size was 101 respondents April 2024 - March 2025

Managed by Age UK Bromley & Greenwich, these free-to-client services support hospital discharge and recovery. Take Home and Settle ensures patients return home safely with essential home checks. Post Discharge Settling Service provides extended follow-up, while the Hospital Aftercare Service offers up to six weeks of practical and emotional support.

Tiered Support After Hospital Discharge

All clients begin with the Take Home and Settle service, with further support offered, based on need. These figures show the number of clients supported from 1st April 2024 - 31 March 2025.

Key Impact

Between 1 April 2024 - 31 March 2025:-

• Clients helped home from hospital: 1475. This is 295% of the target of 500 clients.
• Clients supported short term, by the Post Discharge Settling Service:  381
• Clients supported for up to 6 weeks post discharge: 158.

High First Referral Rates

The rates of first referral are low, suggesting services are successfully supporting prevention of hospital readmission.

• Take Home and Settle: 78% are first referrals
• Post Discharge Settling Service: 91% are first referrals
• 6 Week Hospital Aftercare: 83% are first referrals.

Fast Reliable Patient Collection

93% of all Take Home and Settle Clients are collected from hospital within 30 minutes of notification of discharge.

Consistent Improvements in Client Confidence

79% of 6 week Hospital Aftercare Clients feel more confident to look after their health and wellbeing at the end of the 6 weeks.

Client Ages

The majority of support across all three services is provided to the over 85 age group, indicating a strong skew toward an ageing patient population.

Take Home and Settle Client Ages

Under 75 years: 26.9%

75-84 years: 33.5%

85+ years: 39.6%

Post Discharge Settling Service Ages

Under 75 years: 13.4%

75-84 years: 39.1%

85+ years: 47.5%

6 Week Hospital Aftercare Service Ages

Under 75 years: 20.9%

75-84 years: 36.7%

85+ years: 42.4%

Professional and Family Feedback

The Take Home and Settle service is praised for speed, kindness, and reliability in getting patients home quickly and safely.

Hospital staff highlight that the service is essential for reducing delays, especially with medication delivery, helping prevent patients from waiting unnessecarily.

"We all really, really appreciate the THAS service, especially  meds delivery, as patients can be known to walk out the  lounge because they get fed up waiting hours on their  medications. That's where you come in and deliver them!!  Thank you."

The Post Discharge Settling Service is recognised for resolving  practical post-discharge issues (e.g. heating, phones, benefits) and offering calm, private support outside the hospital environment. Clients appreciate the team’s friendliness, clarity, and follow-up care. 

"The PDSS service is the service that I refer to most frequently.  What appear to be small issues - ones that won’t lead to a  patient needing to stay in hospital but can lead to a  readmission - can be resolved by the PDSS team. Their intervention with issues such as heating problems,  understanding services, and having calm discussions at home  is invaluable.”

Offering peace of mind to many, the 6 Week Hospital Aftercare Service is valued for the dedication of its staff and volunteers and for providing ongoing emotional and practical support. Care Navigators say the service “makes our job easier” and is a trusted, dependable  extension of care.

“What would I do without your service, I have no idea; thank  you for everything.”

“Dad has really appreciated the service while I was away—it  gave me peace of mind too!” 

The Bromley Well Young Carers Service is managed by Bromley Mencap. This service provides targeted support for children and young people with caring responsibilities, ensuring they are identified early and connected to the right mix of practical, emotional and educational support.

Sustained demand and in-depth support

The team responded to the growing and complex pressures young carers face, offering support to manage the emotional strain of balancing caring roles with childhood. 

Key Impact

Between 1st April 2024 and 31st March 2025, the Young Carers team,

• received 195 referrals for support 
• delivered 627 emotional support sessions
• sourced £8.7k financial support for individual carers through grants
• completed 169 Young Carers assessments - 169% of the target of 100
• delivered 13 workshops with 216 attendees attendees - 180% of the target of 120
• delivered 368 one to one support sessions
• offered 14 leisure activities providing well deserved breaks
• supported 27 young carers to complete a transitional plan from childrens' services to adult.

Young Carers App

Bromley Well Young Carers App provides a dedicated digital space and an essential tool for engagement.

Between 1st April 2024 and 31st March 2025,

• 49 Young Carers submitted wellbeing entries.

As of January 2026, 921 Young Carers were registered on the App.

Accessing the service

Schools are the largest source of referrals (44 against a target of 30), highlighting how crucial school awareness is. Social services, Bromley Healthcare and other charities also refer, therefore strengthening awareness across all community touchpoints is key. 

Schools: 28.9%

Family/friend/neighbour: 24.3%

Social Services: 23.7%

Other charities: 7.2%

Bromley Healthcare: 7.2%

Self referral: 8.6%

Raising awareness in schools to improve carer identification and outcomes

Increasing awareness and embedding understanding across school communities. The service is helping to improve identification, reduce stigma and ultimately help young carers achieve better emotional, educational and wellbeing outcomes. 

Between 1st April 2024 and 31st March 2025,

• 9 School assemblies delivered
• 11 schools supported to set up young carers clubs
• 260 Young carers reached in one 16+ school presentation.

Providing a well deserved break 

Between 1st April 2024 and 31st March 2025 the team provided

• 14 leisure activities offered including circus skills, cake making, horse riding, VR gaming
• 241 Young Carers taking part in at least one activity per year, this represents 161% of the target of 150.

The Bromley Well Physical Disabilities Service is managed by Bromley Mencap. This service supports residents with physical disabilities through tailored one-to-one and group support. It helps people access health, care and benefit entitlements, build confidence, reduce isolation and manage daily life.

Key Impact

From 1st April 2024 - 31st March 2025, the Physical Disabilities service supported

• 507 clients
• 617 referrals
• 257% target achieved.

Types of support provided

Nearly 60% of support provided relates to help with transport assistance, highlighting the importance of accessible travel. 

• Transport:  59.7%
• General support including life admin support and guidance and socialising:  33.9%
• Financial support: 6.4%

Vital support to help people maintain independence

Further breaking down the Transport Support referrals shows a significant need for assistance with Blue Badge applications.

• Blue badge:  222 referrals
• Taxi card:  101 referrals
• Freedom pass:  47 referrals
• Dial a ride:  12 referrals.

Referrals by age groups

There is a clear trend showing service use among those aged 55 and over, with referrals among younger adults significantly lower. Notably, the highest number of referrals are in the 55-64 age group.

Age 16-24:  6

Age 25-34:  27

Age 35-44:  40

Age 45-54:  59

Age 55-64:  107

Age 65-74:  52

Age 75-84:  106

Age 85-94:  110.

Improved wellbeing and independence

94% of clients reported an improvement in wellbeing. 

94% of clients reported an improvement in independence.

The Bromley Well Learning Difficulties Service is managed by Bromley Mencap. This service helps residents with learning difficulties access vital health, care and benefit entitlements, supporting greater independence and improved wellbeing in everyday life.

Key Impact

From 1st April 2024 - 31st March 2025, the Learning Difficulties Service supported

• 412 clients
• 482 referrals
• 200% target achieved

Improved wellbeing and independence

92% of clients reported an improvement in wellbeing through feedback surveys. 

91% off clients reported an improvement in independence through feedback surveys.

Types of support provided in 2024-25

Clients received a wide range of support, reflecting the diverse and often ongoing nature of their needs.

Complex Support: 46 referrals

Correspondence: 128 referrals

Finance:  31 referrals

Other Support & Guidance:  277 referrals.

Referrals by age groups

The majority of referrals (80%) are for individuals aged 25-64, with the highest number in the 45-54 age group, highlighting that the service is primarily accessed by working-age adults.

Age 16-24:  40 referrals

Age 25-34:  88 referrals

Age 35-44:  93 referrals

Age 45-54:  121 referrals

Age 55-64:  93 referrals

Age 65-74:  41 referrals

Age 75+:   6 referrals.

The Bromley Well Single Point of Access (SPA) is managed by Bromley Well partner charity, Citizens Advice Bromley. This service acts as the central hub for all incoming enquiries, ensuring residents are connected to the most appropriate support across Bromley Well’s wide range of health and wellbeing services.

High volume access and effective service delivery

Between 1st April 2024 and 31st March 2025, Bromley Well Single Point of Access handled over 10,000 referrals, completing nearly 16,000 contacts with clients. This represents 117% achievement against the annual client target, demonstrating significant demand and effective service delivery.

• 10, 540 incoming referrals
• 15,987 completed contacts with clients.

Efficient navigation to support clients

42.5% of calls were resolved on first contact. Skilled staff and volunteers help with issues quickly and efficiently.

43.3% were supported to access help from other charities or agencies.

14.2% of all clients were connected to the most appropriate Bromley Well services.

Enhanced provision via the expertise of volunteers

Skilled volunteers play a vital role, contributing the equivalent of over three full-time staff. Their expertise boosts our ability to deliver effective support, while offering meaningful ways to make a difference.

Between 1st April 2024 and 31st March 2025,

• 6194 volunteer hours 
• 3.18 Full time equivalent

High rates of user satisfaction

97% stated they had been provided with the support or information needed.

92% stated they would recommend our service to friends or family.