Provider in Focus – Meals on Wheels UK

Wishing Well Meals and Welfare service

01/11/202616/09/2026 by Angeliki Papadaki

A cook pouring gravy over prepared meals

Provider in Focus | Wishing Well Meals and Welfare service

Discussion took place on 22nd June 2026

This month, we’re speaking with Charles Maines, Chief Executive Officer, and Gill Tarrant, Chief Operations Officer, from The Wishing Well, about their Meals and Welfare service in Cheshire East and South Cheshire.

Based in Crewe, The Wishing Well delivers freshly prepared meals across Crewe, Nantwich, Sandbach, Alsager and surrounding rural areas. The service provides around 110-120 meals each day, Monday to Saturday, with a double dinner round on Saturdays to support people over the weekend.

For Charles and Gill, the service is exactly what its name suggests:

“Our service is the Meals and Welfare service, and that’s really important because it’s more than a meal.”

The Wishing Well’s mission is ‘to improve the health and wellbeing of local people by providing a wide range of services’

Fresh food, welfare support and daily connection

Meals are freshly prepared each morning by The Wishing Well team, before being delivered hot and ready to eat around lunchtime.

Charles explains that the service is particularly important for people living alone or in rural areas, where access to shops, cafés or other support may be limited. Some of the people reached live with a physical or mental health condition, while others have just been discharged from hospital.

But while freshly prepared food is central to the service, Charles is clear that what makes it distinctive is the welfare element.

Drivers may spend time chatting, checking someone is okay, helping with small practical tasks, or alerting family members if something seems wrong.

“Some of our customers just want the meal… whereas others, they’d like to have a cup of tea with you and like to have a chat.”

He describes small acts of support that are not always visible in formal service descriptions: changing a lightbulb, feeding a dog, or picking up post from the floor.

“If you’re walking into someone’s home and you’re quite literally standing over the mail, pick up the mail and give it to them… just do it, because these people that we’re reaching just need a helping hand...”

“I wish decision-makers and commissioners could just come and see the service. I wish they could come and walk into the kitchen or deliver some meals. Even if you’ve got the best impact report in the world… until you see it and feel it and get out there and do it, I don’t think it quite sinks in.”

Image: Freshly prepared meals being portioned for the day’s deliveries at The Wishing Well.

“No one can go without their meal”

One of the strongest themes in our conversation is the team’s commitment to making sure nobody misses out.

The service depends on a combination of staff, volunteers and drivers. As with many Meals on Wheels services, last-minute changes can create pressure: staff illness, volunteer availability, holidays, route changes and new referrals all need to be managed day by day.

Charles describes the service’s approach simply:

“Our policy is that no one can go without their meal.”

That commitment means the team do whatever is needed to keep the service running.

For Charles, this hands-on culture is one of the organisation’s defining strengths.

“It’s what people do… Gill, colleagues, our Chair of the Board – he’s more than happy to go out and deliver meals… you roll up your sleeves and you get the job done.”

“We have grown, but we haven’t lost sight of who we are… whether it’s doing the garden, mopping floors, brushing, delivering meals, the basics – getting involved and getting it right.”

Helping people stay at home for longer

Gill describes the service as one part of a wider support package that helps people remain independent at home.

Families, social services and hospital discharge teams often look to the service as part of the support needed to help someone return home or stay at home safely.

“One of the main points is that we are able to keep a person in their home longer. A lot of the families and social services in Cheshire East put a package together to enable a person to live at home longer, and we are in that package.”

This can be especially important following hospital discharge.

“A lot of the discharge teams at the local hospital won’t let patients home until something’s put into place, like our Meals on Wheels.”

The service also provides reassurance to families who may not live nearby.

Gill gives the example of a customer whose phone was not working, leaving her unable to contact her son, who lives abroad. The team were able to help resolve the issue and reconnect her with her family. For Gill, this illustrates the wider role the service plays.

“It’s that connection with somebody knocking on the door and that friendly face and seeing somebody… plus the nutrition value of the meal.”

Two men outside the Jubilee House Community Hub

Ready to set off on a Wishing Well delivery round from the Jubilee House Community Hub

Built around people, not just processes

The Wishing Well has developed its Meals and Welfare service over many years, and Charles is clear that it has not been easy.

“It can be quite tough just from the operational side of things: managing the volunteers, managing the team, bringing the funding in, managing the supply chain.”

But he believes that challenge has made the service resilient.

“The project itself has become very resilient in its nature. So when the costs elevate… instead of it being panic stations… we ride this wave again.”

For a service supporting more than 100 people a day, stopping is not an option.

The Wishing Well kitchen team preparing meals for delivery

“For the 110, 120 people a day who get our meals at the moment, if we suddenly turned around to them and said, ‘Okay, well, that’s it now’, it’d be devastating.”

Practical systems that support personalised care

Although the service is strongly relationship-based, the team has also invested in systems to support day-to-day delivery.

Gill explains that they recently introduced a new meal database, developed with a local business that spent time understanding how the service works. The system now helps produce daily driver lists, kitchen lists, dietary information and preferences, and invoicing.

This has made it easier to manage dietary needs, allergies, dislikes and alternatives.

“We have a menu, and say for today it’s minced beef and potatoes and cauliflower. We’ll have at least five who don’t eat cauliflower, so we’ll send them something else out. And having quite a few alternatives each day is another thing that we pride ourselves on.”

The database also links with their financial system, helping the team produce invoices more efficiently.

“This new database is really, really good. It links into our financial database as well, so we can do invoices at the touch of a button.”

Meals laid out and people checking lists

Meals are carefully checked and organised before each delivery round

Volunteers, training and emotional intelligence

Volunteers are essential to the service, whether supporting the kitchen or delivering meals.

The organisation keeps its volunteer application process simple, recognising that lengthy forms can be a barrier. It also provides safeguarding and first aid training, with further work underway to strengthen policies and procedures as the organisation grows.

Charles reflects that the team’s work often requires more than training alone. Drivers and volunteers may encounter people in difficult or distressing situations.

“Through our meal delivery service, we are supporting people towards end of life… our team have been brilliant.”

For him, much of this comes down to judgement, empathy and human qualities.

“That emotional intelligence, that understanding and empathy, which I’m not sure you can train… it’s actually just a human quality. So we’re very fortunate we’ve got these people in our team.”

Packing meals ready to go out into the community

The constant reality of running the service

Gill describes the operational challenge of Meals on Wheels as constant.

Every day brings changes: people going into hospital, people coming home, cancellations, new customers, driver availability, family contact and last-minute adjustments.

“It’s a constant change. I’ve already had 20 messages this morning about people going into hospital or people coming home from hospital. Can they have a dinner? Can they be added to the list?”

She describes the need to stay alert at all times.

“You’ve got to keep your finger on the button at all times and every day, including weekends.”

When asked what would make running the service easier, Gill’s answer is immediate: funding and extra support.

“If we had more funding, more external help, we wouldn’t have to worry about it.”

More capacity would allow the team to coordinate more effectively, support shopping, help in the kitchen, and spend more time reaching out to families.

“When we take on a new person for meals, we also take on their family. We get to know them, what their needs are. It’s just all that extra support all the time.”

Funding, resilience and keeping meals affordable

Like many providers, The Wishing Well faces significant financial pressures.

The Meals and Welfare service is high impact, but also one of the organisation’s largest areas of expenditure.

“We’ve had significant support from external funders because they can see the value of it, they can see what we’re doing and see the impact.”

He is open with funders about the reality.

“When they’re asking us, ‘How is this going to carry on without the funding?’, the answer is, ‘It won’t. It’s reliant on that’.”

Charging the full cost of the service would make meals unaffordable for many people.

“Unless we go to a model which is £12 for a two-course meal… at the moment, it’s £6.50.”

Despite the challenges, Charles is clear that the service continues because the need is there.

“I think that’s what sets us apart. I know some projects would be very much, ‘Okay, we’ll have to close that then, we’ll have to cut that’. And we couldn’t do that. We couldn’t just say, ‘That’s it now.’ This is The Wishing Well’s flagship project. It’s where we reach the most people. So we’re very proud of that.”

A Wishing Well volunteer preparing meals for a delivery round

Why the service matters to the wider system

Charles sees The Wishing Well’s Meals and Welfare service as part of the wider health and care system.

The service helps people live better, longer lives at home, with dignity, surrounded by the people, pets and belongings that matter to them.

“We’re trying to help people live better lives, longer lives… trying to make people age well at home with dignity.”

He describes the human value first: helping individuals and families. But he also recognises the financial value to the wider system.

“We know it’s cheaper for the NHS if people are living at home and living independently and are not reliant on a hospital bed. We are quite literally saving the NHS money.”

But he always returns to the individual.

“What are we doing for that individual? What are we doing for that family? How are we helping that person?”

Showing impact when the work is the priority

Like many community organisations, The Wishing Well is working to strengthen how it captures and reports impact.

Charles acknowledges that charities are often very good at doing the work, but less confident or less resourced when it comes to evidencing it.

“Historically, we’re very good at doing what we do in terms of delivery. We’re not fantastic at reporting it. And I don’t think we’re alone in that.”

The organisation is introducing new systems to help capture data more easily, including a new CRM system. Charles hopes this will make it easier to show funders and commissioners the scale and value of the work.

“What I would like is, within a few clicks of a button, we’ve got at least the data there and I can then turn around to a funder and go, ‘We’ve delivered however many meals in the last 12 months’.”

But both Charles and Gill reflect that some of the most important work is difficult to capture. Gill explains:

“It’s the norm to us. It’s the norm to our volunteers. It’s the norm to our drivers… So we don’t report it, not because we don’t do it, but because it’s the norm.”

Charles believes that decision-makers, funders and commissioners need to see and feel the service for themselves to truly understand its value.

A man walking down a corridor with a delivery bag

Heading out with meals for the day’s deliveries

Looking ahead

Looking ahead, Charles and Gill are focused on sustainability, resilience, and continuing to meet growing need across their area of operation.

The organisation is regularly approached by local authority and NHS colleagues from areas it does not currently serve, but expansion brings major challenges around funding, staffing, volunteers, vehicles and capacity.

Charles is open to learning from others and supporting other organisations where possible.

“We’re always looking for advice from other people… I’m sure there’ll be other ways that we can learn and do things in a better way or a smarter way.”

At the same time, he recognises that the strength of The Wishing Well lies in its local roots and hands-on culture.

“We can’t reach everybody. We can only reach people within our local area. So if we can support somebody else, that’s great, and if they can give us some advice, that’s also good.”

Advice for other providers

For people considering developing a new Meals on Wheels service, both Gill and Charles emphasise the importance of resilience, local knowledge, and staying close to the work.

“Get to know your people, not just the people that you’re serving in the community, but your team members, your volunteers, your staff. Find out what makes them tick.”

Charles warns that services need to be prepared for difficulty.

“The reason why The Wishing Well has been around for nearly 25 years, and the Meals and Welfare service has been around practically from the beginning, is because we’ve had a lot of knocks and a lot of times where you’re thinking, ‘How are we going to do this?’. And we typically find a way.”

His advice is simple:

“Get out there and deliver.”

For Charles, delivering meals himself early in his time at the organisation helped him understand what the service really meant.

“On day three, I started delivering some meals and I got it then. I was like, right, ‘Okay, this is what we do’.”

And if an existing Meals on Wheels provider came to The Wishing Well for advice, Charles encourages services to recognise the value of what they already do.

“If it’s working for you, then keep doing what you’re doing.”

Charles and Gill’s question to other Meals on Wheels providers

At the end of our conversation, Charles and Gill reflected on the importance of learning from other services:

“We’re always looking to see what other people are doing and if it’s good and we can perhaps bring it into what we’re doing, then fantastic. We’re always open to new ideas and ways of learning. I’d certainly be keen to have a conversation with other services because we’ve been through a pandemic and global crises and it’s almost like, ‘This is how we did it. How did you do it?’. And I’m sure there’ll be some things that we’ll align on and there’ll be some certain things that they’ll probably go, ‘I know that, we did it in this way’. It’s all about the community and how we can help each other.”

This reflects one of the strongest themes from our discussion: that Meals on Wheels services are strongest when they learn from one another. Whether navigating funding pressures, responding to changing demand, or supporting people to remain independent at home, there is considerable value in providers learning from one another and sharing what works in practice.

Learn more about The Wishing Well’s Meals and Welfare service
Contact: gill.tarrant@wishingwellproject.net | 01270 256 919

Do you run a Meals on Wheels service and have thoughts or experience to share? Join the conversation with other Meals on Wheels providers via our WhatsApp Community.

Age UK Wiltshire Wellbeing Checks with Meals service

02/10/202606/09/2026 by Angeliki Papadaki

A woman delivering a meal to a service client

Provider in Focus | Age UK Wiltshire Wellbeing Checks with Meals

Discussion took place on 30th April 2026

This month, we’re speaking with Oliver Moody, Senior Commercial Manager at Age UK Wiltshire, which runs the Wellbeing Checks with Meals service, operating in the county of Wiltshire.

Delivering around 225 meals a day across a large and largely rural county, the service combines hot meal delivery with regular wellbeing checks – supporting people to remain independent at home while providing reassurance to families.

As Oliver explains, the service is about far more than food:

“We call ourselves a Wellbeing Checks with Meals service… it’s that communication line between the clients and their families.”

With drivers returning to the same routes each day, relationships build over time, allowing small changes in behaviour or wellbeing to be noticed early.

What makes this service different

At its core, the Age UK Wiltshire service plays a vital role in supporting independence and preventing escalation of need.

Oliver reflects:

“With our 350 clients… if we were to shut tomorrow, I would say 200 clients would struggle to feed themselves… and I don’t know who would step into that void.”

“I think if you look up and down the country, how many Meals on Wheels services are being shut… and with the state of the care system at the moment, Meals on Wheels are really vital. To allow people to stay in their own homes for as long as possible, and to take the pressure off of care homes and hospitals… I think it’s something that needs a bit of a shift in thought.”

Image: A Wellbeing Checks with Meals delivery to a customer at home

A service built on relationships

Most people using the service are referred by family members or support workers, often when additional support is needed to remain safely at home. For many, the value of the service lies in consistency and trust. The regular contact can also make a real difference – from identifying early health concerns to responding in emergencies.

Oliver also shares:

“We ask for a minimum commitment of three days a week. We do understand that not everyone needs a meal every day, but we feel that delivering the service once or twice a week doesn’t give us enough… we need that regular contact to build relationships and spot the signs.”

“We’ve had clients where we’ve found them on the floor… we had a lady who had had a stroke and we called an ambulance… they told us that if it had been another few hours, she might not have survived.”

For families, this creates peace of mind, especially when many of them live far away.

Members of the Age UK Wiltshire Wellbeing Checks with Meals team

What makes the service work in practice

Running a large Meals on Wheels service involves constant coordination, adaptation, and problem-solving.

At Age UK Wiltshire, much of this is still managed through carefully developed internal systems:

Daily route planning across 14 vehicles
Managing around 350 clients
Tracking of meals, preferences, and changes
Complex invoicing based on individual orders

Much of this work is done using spreadsheets and evolving processes:

“It’s taken us a long time to get it right… we constantly tweak and improve things. We’re trying to automate that a little bit.”

Clear communication is essential – both within the team and with clients and families.

“It’s all about being organised and having that clear line of communication… otherwise you end up wasting food or missing things.”

A man prepares hot meals for the delivery round

Hot meals being prepared for the delivery rounds at Age UK Wiltshire

Behind the scenes: the realities of delivery

Our discussion highlights the often unseen complexity of running a service at scale.

Challenges include:

Covering large rural distances
Balancing financially viable and loss-making routes
Managing staffing flexibility
Responding to rising costs and changing supply chains

“We’ve had to drive 70 miles to deliver one meal… because we knew that person wouldn’t eat otherwise.”

Some routes, particularly in rural areas, are not financially sustainable on their own:

“There are certain routes that are kind of loss leaders… but you can’t afford not to operate in those areas. But it gets to a point where the amount of money we lose to operate in an area that is technically outside of our patch is so huge that it’s a drain on us.”

Despite this, the service continues to prioritise coverage – even where it is difficult.

There is also a strong commitment to reliability:

“You can’t ring 20 people and say you’re not getting lunch today… we go out in all weathers.”

Adapting in practice

Like many providers, the Wellbeing Checks with Meals service is constantly evolving: from improving processes to exploring new ways to remain sustainable.

This includes:

Trialling small additional services (e.g., basic grocery add-ons)
Refining training and onboarding for drivers
Improving internal systems and automation
Planning for expansion into new areas

At the same time, external changes can have a significant impact. For example, changes in supplier packaging led to:

Reduced oven capacity
Increased labour time
Higher costs

“We lost 40% of our oven capacity overnight… we’ve had to change a lot of our processes just to keep going.”

Challenges across the wider system

Oliver also highlights the role Meals on Wheels could play in supporting the wider health and care system, particularly around hospital discharge.

There is clear potential, but also barriers:

Lack of awareness among professionals
Limited integration into discharge pathways
Funding challenges for short-term support

“Meals on Wheels could be a real key part of helping get people out of hospital. Quite often those discharges don’t happen because people are ready to go home, but there’s not the capacity in place… So I think a closer relationship with discharge teams would be really good.”

Getting ready for the delivery round at Age UK Wiltshire

Looking ahead

As the service continues to grow, the focus is on sustainability, visibility, and reaching more people who could benefit from support.

Recent changes, including rising costs, shifts in supply chains, and the move to new premises, mean the team is having to rethink how the service operates and how it can continue to expand.

There are also plans to increase visibility locally, particularly in areas where awareness of the service remains low, despite clear need.

As Oliver reflects, growth isn’t just about scale – it’s about finding ways to make the service viable in the long term while continuing to meet increasing demand:

“We know where we are at the moment, and we know that we can’t continue to sustain things at this level.”

At the same time, there are opportunities to expand into new areas and reach more people, particularly in parts of the county where demand is currently unmet.

Working together as a sector

A recurring theme throughout our conversation was the need for shared learning and practical solutions across providers.

From route planning to invoicing systems, many challenges are not unique – and there is value in learning from others.

“It would be good to know how other people deal with things like invoicing and non-payment… because it has a real impact.”

Advice for other providers

For people considering developing a new Meals on Wheels service, Oliver advises:

“It will be tough in the beginning… but if you persist and get your product right, it can be sustainable. And I would say you need to set yourself apart. You need to have that unique selling point.”

And if an existing Meals on Wheels service came to Oliver for advice, he emphasises the need for flexibility:

“You need to listen to your clients… and be prepared to adapt what you offer.”

Oliver’s question to other Meals on Wheels providers

“For providers who don’t rely on paperwork – how are you managing things digitally?
And for those who charge for services, how do you handle invoicing and non-payment?”

Learn more about the Age UK WIltshire Wellbeing Checks with Meals service
Contact: wellbeingcheckswithmeals@ageukwiltshire.org.uk | 01793 279 606

Do you run a Meals on Wheels service and have thoughts or experience to share? Join the conversation with other Meals on Wheels providers via our WhatsApp Community.

Health and Independent Living Support (HILS) Meals on Wheels

01/09/2026 by Angeliki Papadaki

A Meals on Wheels delivery driver bringing a cup of tea to a client to have with his meal

Provider in Focus | Health and Independent Living Support (HILS)

Discussion took place on 8th May 2026

This month, we’re speaking with Tom Cottam, Deputy CEO of HILS (Health and Independent Living Support), a charitable social enterprise delivering Meals on Wheels and wider wellbeing services across Hertfordshire, Hampshire, and West Sussex.

Delivering more than 1,000,000 hot lunches, breakfast and tea packs each year, alongside wellbeing checks, and wider preventative support, like exercise support programmes, HILS combines large-scale operations with a strong focus on human connection, flexibility and innovation.

“I think the social enterprise model is a brilliant model of delivery for Meals on Wheels. We’re not for profit, which means we don’t have to make margins for our shareholders. We can focus on meeting client needs, the innovation and our aspiration about the value of Meals on Wheels, not just to individuals, but to the wider health and social care system. We’re really ambitious and aspirational about that.”

More than a meal

Tom is clear that Meals on Wheels should never be viewed simply as a food delivery.

For HILS, the service combines:

Nutrition and hydration support
Daily wellbeing checks
Safeguarding and escalation pathways
Reassurance for families
Trusted human contact for people living independently at home

“Meals on Wheels is not just drop-and-go delivery. It is a holistic service around the client’s needs.”

Meals are delivered hot every day of the year, alongside breakfast and tea packs for later use.

The organisation also employs nutritionists who support menu development and provide specialist dietary advice.

Tom believes the preventative role of Meals on Wheels is often underestimated.

“It’s important to recognise that nutrition and hydration are key markers for lots of things, not just malnutrition, but also frailty, which costs the NHS billions of pounds a year… a huge national issue. Meals on Wheels as a preventative service can support in those areas too.”

He also reflects on the service’s wider value:

“If we signpost and refer into other support mechanisms, we can have a huge impact on wider social and economic determinants of health. There’s lots of policy around how housing affects someone’s health. If we are in and supporting somebody in their own home, Meals on Wheels services can play a huge part in that.”

“The service is not an optional, fluffy, charitable extra. It’s vital, it’s necessary. It’s a service that holds things together on a daily basis, quite often invisibly. We see it as an additional emergency service – and we think others should too.”

Image: One of the HILS Community Team Members delivering meals and a caring wellbeing check, a standard addition to the HILS meals service

Reliability, reassurance and rapid response

HILS supports primarily older adults, particularly people aged over 85, alongside people living with frailty, physical and learning disabilities, long-term conditions, social isolation and mental health challenges.

Tom explains that what people often value most is the consistency and reliability of the service, as well as the compassion the service brings.

“Accessing food can be quite challenging for our client base, and there’s also the worry about falling and having nobody there to help. In some cases, the meal service is the only regular contact someone has.”

“That regular, trusted human contact is such a huge part of the service.”

Families also gain reassurance from knowing somebody is checking in regularly and escalating concerns if something is wrong.

“… that reassurance that if someone’s worried about their family member or the person in their care, the Meals on Wheels service is there reliably supporting them, and can help them connect to wider support.”

HILS operates rigorous wellbeing-check and “no reply” procedures, including contacting families, checking with hospitals or GPs, and escalating safeguarding concerns where needed.

Tom also highlights the speed at which Meals on Wheels can respond to emerging need.

“If someone contacts us before we start cooking in the morning, we can get food and support to them that same day.”

This flexibility is particularly important to help people remain independent.

“Think about the value to people coming out of hospitals, trying to get back on their feet, returning home to empty cupboards… There aren’t many services out there that can respond so quickly to need in a flexible way.”

A Meals on Wheels driver delivers a meal to a client

HILS Meals on Wheels are more than a delivery – they are a familiar face and a friendly check in

Innovation with a human face

Although HILS operates at significant scale, Tom repeatedly returns to the importance of maintaining a personal approach.

“We want our clients to see us as a service with a human face. Our people are the service.”

The organisation uses a wide range of systems and digital tools to support operational resilience.

“From referral platforms to our own database systems, to how we design our telephone systems, all of that’s really important. Having those centralised client records, where you can record details about a client that are important so you can personalise the service, ensure it’s safe, recognise any safeguarding practices, is vital.”

But Tom stresses that technology should support – not replace – human relationships.

One of the HILS Community Team Members, working as part of the team to make a difference every day

“It’s always digital as a complement to that human face.”

Keeping a flexible approach is also important.

“We are always learning. We don’t have all the answers. We are a learning organisation. We want to keep refining what we do.”

HILS also places strong emphasis on workforce development. All staff receive training covering safeguarding, lone working, wellbeing checks, escalation procedures and recognising changes in clients’ wellbeing.

Importantly, Tom believes staff need to understand not just what to do, but why it matters.

“Meals on Wheels, logistically, is more complicated than many people might think on the face of it.”

Managing quality, costs and uncertainty

Like many providers, HILS has faced rising pressures around staffing and food costs, fuel, utilities, increasing client complexity, and changing commissioning priorities in health and social care.

“Our response is: listen to our clients, be honest about pricing, listen to our staff and involve them in solutions, and listen to our wider stakeholders to design services that meet their needs.”

Tom believes maintaining quality must remain central, even under pressure.

“Our investment in our freezers, our ovens, our vehicles, the way we cook our food and keep it safe throughout delivery, is really important. Sometimes there’s a false economy. If you cut your costs too far, your quality will dip. Put your quality first, you build your reputation on the back of that. You’ll get new clients, you’ll retain existing clients. You can build that scale. With that comes economies of scale and it helps you manage your costs.”

One lesson HILS has learned through expansion and growth is the importance of agility and preparedness.

“We live in a volatile world. Things happen and will continue to happen. Building the capability to act quickly and decisively if there are shocks is vital to survival.”

At the same time, Tom strongly advocates for partnership-based approaches with local authorities, NHS partners, suppliers, and wider community stakeholders. Long-term thinking is essential.

“Building those long-term relationships with your partners, rather than chasing short-term gains… mobilising and convening around the outcome for the long term and influencing the picture towards that really helps realise the change within the pressures that we’re all under.”

Where each meal begins, prepared with care and attention to ensure our clients receive meals that are right for them

Where each meal begins, prepared with care and attention to ensure HILS’ clients receive meals that are right for them

Why Meals on Wheels matters to the wider system

Tom believes Meals on Wheels services play a vital role not only for individuals, but across health and social care systems more broadly.

He highlights the importance of the service in preventing malnutrition, frailty, deterioration in health, and avoidable escalation of need.

“Fundamentally, for any commissioner and policy maker, Meals on Wheels should represent affordable prevention that’s delivered by people who know their communities well, and can support a whole host of national health and care challenges.”

The service also acts as an early warning system, identifying concerns before crisis intervention becomes necessary.

“We help prevent deterioration, prevent crisis, and reduce avoidable escalation into statutory health and care support. But we also help people avoid having excess GP visits, hospital admissions…”

Tom believes Meals on Wheels services remain under-recognised nationally, despite the scale of their contribution.

“It intuitively makes sense. It’s a win-win for commissioners and for individuals themselves in the outcomes that the service achieves. But it’s difficult to measure prevention as a concept. We have to prove it – and prove it more than ever in a system that has reduced funding. But we can do that, and we should, and we will.”

Hot, nutritious, food delivered with care

Building the evidence base

HILS has developed its own methodology for measuring social return on investment and social value, supported by independently verified approaches and client outcome data.

But Tom believes the sector would benefit greatly from:

Stronger independent research
Shared evidence frameworks
Collaboration between providers

“It’s still probably under-evidenced nationally. That’s a weakness of the system, not necessarily individual providers.”

He also emphasises the importance of providers working together to strengthen the collective evidence base around prevention and impact.

Part of the dedicated HILS team supporting people across the community 365 days a year

Looking ahead

Reflecting on the future of Meals on Wheels, Tom believes there is enormous opportunity for the sector to become more embedded within health and social care systems.

“The local signposting referral frameworks are really valuable. So how we look at connecting into the wider system practically, I think we, as Meals on Wheels providers, could share best practice in that space so that we absolutely maximise the value of the Meals on Wheels service locally.”

He argues that Meals on Wheels should ultimately be recognised as a statutory service.

“Meals on Wheels adds so much value to individuals, but also to health and social care in terms of health outcomes and costs avoided… If it was more widespread commissioned, the funding and the contract models would be longer term. It could allow for more innovation within the service.”

Tom also highlights the importance of having a network forum of providers to:

Share learning, failures and successes
Exchange operational practice
Discuss risks and opportunities
Share and strengthen the evidence on Meals on Wheels outcomes
Jointly work on sustainability

“That will be really powerful to helping us work collectively to support local need, but also to influence that national picture and build Meals on Wheels to be more part of the fabric of local commissioned health and social care. There’s a sense of solidarity there. We’re not in it alone.”

He believes stronger collaboration could help providers influence national policy discussions.

“The health and social care system won’t put things on a plate for you. As a Meals on Wheels provider, you need to be proactive in spotting and meeting the need, in building that evidence base, in mobilising to achieve things in partnership, in leading the dialogue and in influencing the local environment. You can’t sit on your hands and be passive. You have to be out there actively championing Meals on Wheels as a solution.”

Advice for other providers

For organisations considering developing a new Meals on Wheels service, Tom advises thinking beyond catering.

“Don’t treat Meals on Wheels as a catering service. It’s more than just a meal. The preventative service approach is where the value is. Meals are almost the entry point, not the end product. It’s that daily contact and support that gives us that preventative impact.”

Tom also stresses the importance of investing in people, building resilience and designing a service deliberately for scale and sustainability.

“Understanding that your demand, your staffing, your referrals, your costs all move quickly and how you manage them is vital.”

And if an existing provider came to Tom for advice, he would encourage them to stay confident in the value of what they provide.

“I think a lot of Meals on Wheels providers see the market and may be struggling alone. But you’re not in it alone. Stick to your guns because you know the value of the service. I know the value of the service. It’s how we work together to evidence that to others and build from where we are. That’s important.”

Tom’s question to other Meals on Wheels providers

“How have other organisations balanced route efficiency with the time needed for meaningful interaction with clients, while balancing meeting the need, quality and costs?”

This reflects one of the key tensions discussed throughout our conversation: maintaining the human value of Meals on Wheels services while operating under increasing financial and operational pressure.

Learn more about the HILS Meals on Wheels service
Contact: info@hils-uk.org | 03302 000 103

Do you run a Meals on Wheels service and have thoughts or experience to share? Join the conversation with other Meals on Wheels providers via our WhatsApp Community.

Age Concern Sandwich Meals on Wheels service

28/07/2026 by Angeliki Papadaki

Provider in Focus | Age Concern Sandwich Meals on Wheels service

Discussion took place on 30th April 2026

This month, we’re speaking with Ben Garratt, Chief Officer at Age Concern Sandwich, about delivering a volunteer-led Meals on Wheels service in a largely rural area – and the realities of sustaining a service that is both operationally complex and critically important.

Freshly prepared main meal and side dishes at Age Concern Sandwich

A local service with a vital role

The service delivers freshly cooked hot meals to over 50 residents in Sandwich (Kent) and surrounding areas, covering a rural catchment of around five miles.

With around 30 meals delivered per day across four routes, the service relies heavily on volunteers to ensure meals reach those who need them.

As Ben explains, the offer goes far beyond food:

“We pride ourselves in cooking a fresh cooked meal and providing it hot and ready to eat – but it’s also about seeing friendly faces, checking up on people, and making sure they’re okay.”

The service primarily supports people over 50 who are unable to shop or cook for themselves, including older adults and those recovering from hospital discharge.

“We’re so crucial, our sector, to helping people. And we’re crucial to the NHS because we help prevent people ending up in hospital. But we don’t get enough support, not anymore, not like we used to. That’s one of the problems we face. It’s a cost issue.”

Image: Preparing for the day’s Meals on Wheels deliveries at Age Concern Sandwich

More than a meal: relationships and reassurance

A key strength of the service lies in the relationships built between volunteers and clients.

Volunteers don’t just deliver meals. They get to know the people they visit, notice changes, and feed this back to the team where needed.

This ongoing contact allows the service to:

Provide reassurance to clients and families
Identify emerging needs
Signpost or refer to other services where appropriate

“There’s a reason why someone needs that meal. You get to know them, understand their situation, and notice if something changes… their mood, their behaviour… and then you can act on that.”

A freshly prepared hot meal ready for delivery at Age Concern Sandwich

Volunteer-led, communication-driven

Unlike some services, Age Concern Sandwich does not rely on digital systems or route-planning software.

Instead, the service is built on strong communication and local knowledge.

In a rural setting, this is essential – especially when unexpected disruptions occur.

Ben reflects:

“If there’s roadworks, it can completely throw a route out. So the drivers let us know, and we work it out together. It’s all about communication.”

New volunteers are supported through shadowing and gradually introduced to routes, helping them build familiarity with both clients and local geography.

This also helps ensure continuity for clients:

“It’s not a strange person at the door.”

Operating in a challenging environment

Like many Meals on Wheels providers, the Age Concern Sandwich service faces ongoing challenges, particularly around:

Recruiting and retaining volunteers
Rising operational costs
Maintaining financial sustainability

“Finding sufficient volunteers is an ongoing challenge. We continue advertising for volunteers in all media platforms, but it’s a massive challenge – we couldn’t run the service without our volunteer drivers.”

At the same time, Ben highlights how wider economic pressures are being felt across the charitable Meals on Wheels sector:

“We have to keep an eye out on costs all the time. With rising costs, national insurance, wages… it’s getting really difficult for charities. A lot are under pressure. But the Meals on Wheels service we offer is a seriously crucial service. A lot of people don’t realise it. People just think someone’s getting a bit of dinner turning up for free, and that they don’t have to cook it… but there is a vast amount of people that are just not capable of cooking that dinner because of their disabilities and their frailty…”

Despite this, the service closely monitors its financial position, aiming to remain sustainable while continuing to deliver a high-quality offer. However, Ben reflects on the need for more support:

Freshly prepared dessert served with custard at Age Concern Sandwich

“More financial support from government and from the NHS… when they ask us to do things to help them, the funding should be better to reflect the costs that we incur.”

Why the service matters

Ben is clear about the wider role Meals on Wheels plays – not only for individuals, but for the health and care system:

“If the service wasn’t there, people would end up in hospital more. Social care would have to take over. It would cost the state more.”

Nutrition is a central part of this:

“A fresh, nutritious meal is really important. Without that, people’s health and wellbeing would go downhill.”

Without services like this, he suggests, people’s health can quickly decline – with wider consequences for individuals, families, and the system as a whole.

Looking ahead

While the service is currently stable, Ben reflects on the wider pressures facing the sector:

“It’s going to be a very challenging year for charities. Some services may not survive – and that’s not good for anyone.”

He highlights the need for:

Greater recognition of the sector’s value
More consistent support
Better alignment between expectations and funding

Advice for other providers

For people considering developing a new Meals on Wheels service, Ben advises:

“Make sure it’s good quality, nutritious food. People need to enjoy it – it matters.”

And if an existing Meals on Wheels service came to Ben for advice, he reflects:

“Always review your prices, always review your suppliers, always have a backup, always have a contingency plan because things can go wrong.”

Ben’s question to other Meals on Wheels providers

“How do you manage staff and volunteer costs within your service – and how does this influence what you charge?”

This reflects a key area of interest and challenge, particularly as different models (volunteer-led vs. paid delivery) shape how services operate and remain sustainable.

Learn more about the Age Concern Sandwich Meals on Wheels service
Contact: office@ageconcernsandwich.com | 01304 614 237

Do you run a Meals on Wheels service and have thoughts or experience to share? Join the conversation with other Meals on Wheels providers via our WhatsApp Community.

Fife Council Meals on Wheels

29/06/2026 by Angeliki Papadaki

Provost of Fife, Cllr Jim Leishman (former player and manager of Dunfermline Athletic Football Club), delivering to a local Meals on Wheels client and fellow Dunfermline Athletic fan during the National Association of Care Catering (NACC) National Meals on Wheels Week

Provider in Focus | Fife Council Meals on Wheels

Discussion took place on 8th May 2026

This month, we’re speaking with Andrew Stokes, Service Manager at Fife Council, about delivering one of Scotland’s largest Meals on Wheels services on behalf of the Fife Health and Social Care Partnership, and supporting over 600 customers a day across a large and diverse local authority area, the 3rd largest in Scotland.

Operating from three production kitchens across West, Central and East Fife, with a team of around 50 staff and an all-electric delivery fleet of around 30 bespoke vans, the service combines large-scale logistics with something much more personal: daily wellbeing checks, social connection, and support for people to remain independent at home.

A large-scale service rooted in community support

Fife Council’s Meals on Wheels service delivers approximately 600 meals and 150 afternoon teas per day, across 363 days a year.

The service supports a wide range of residents, although the majority are adults over pensionable age.

“It might be people who’ve been in hospital for a period of time and they need that kind of short-term support… and often that short term support leads into them staying with us longer term because they like the service, the quality of food, that social interaction.”

Unlike many services, all Meals on Wheels drivers in Fife are paid council employees.

“We’re all public servants. We’re all paid to serve the residents and the people of Fife.”

Andrew explains that this gives the service stability and continuity, with many drivers bringing significant life skills and experience and a strong sense of public service commitment to the role.

“If the Meals on Wheels service stopped in Fife today, what would those 600 customers do tomorrow? The majority of them wouldn’t be able to sustain themselves in their own home independently, having nutritious meals. Some of them may need to go into long term residential care. But that’s expensive and also there may not be the capacity for them to go in. And this places added pressure on social care finances… home care… they may not have the capacity either due to their own resource and recruitment challenges.”

Image: Provost of Fife, Cllr Jim Leishman (former player and manager of Dunfermline Athletic Football Club), delivering to a local Meals on Wheels client and fellow Dunfermline Athletic fan during the National Association of Care Catering (NACC) National Meals on Wheels Week

More than delivering food

Although meals are central to the service, Andrew repeatedly returns to the wider role drivers play in people’s daily lives.

Drivers will identify concerns and escalate them where needed – whether to their supervisors, housing colleagues, social work teams, or emergency services. The service also provides reassurance to families, particularly those living far away.

“Obviously, as we know, it’s much more than just a meal. It’s that welfare check, it’s that social contact, it’s having a wee blether between our Drivers and our clients.”

“It’s that sense of comfort for families… knowing that their relatives are getting nutritious food and that check and that social connection every day.”

Andrew reflects that the true impact of Meals on Wheels may be impossible to fully measure:

“It’s taken financial pressure off of very stretched health and social care budgets in terms of people remaining living independently in their own homes. But I still don’t think we actually know what it truly means to people and their families, because it’s very personal to them. We’ve got the generic evidence or assumptions or views, but I think there’ll be much more than that if we were to dig deeper.”

Alan, one of Fife's Meals on Wheels Drivers, proudly showing off his bespoke delivery van

Alan, one of Fife’s Meals on Wheels Drivers, preparing to deliver meals in the community and proudly showing off his bespoke delivery van

Reliability in all conditions

One of the strongest themes throughout our conversation is the determination and resilience of the Meals on Wheels team.

Fife regularly experiences severe winter weather, storms and difficult conditions – yet missed deliveries are extremely rare.

“The Meals on Wheels drivers just see it as a challenge. I always phone my team manager and say, ‘How many missed deliveries?’, and she’ll say, ‘None.’ They were all delivered. Drivers just find a way.”

Andrew believes this reflects both the commitment of the workforce and the culture within the service.

“The thing that always strikes me about the Meals on Wheels team is just their passion and their own commitment to ensuring that our most elderly and vulnerable are supported and cared for.”

He also highlights the importance of investing in staff through training, supportive management, and strong employment conditions.

Every new driver receives a full induction covering:

Safeguarding and adult protection
Vehicle safety
Council expectations and behaviours
Shadowing and route familiarisation

Andrew Stokes, Service Manager, and Stella Stewart, Hospitality Team Manager, delivering thank-you gifts to one of their local Meals on Wheels kitchens during last year’s National Association of Care Catering (NACC) National Meals on Wheels Week

Adapting and evolving the service

The Fife Council Meals on Wheels service recently introduced a new digital management system to support route planning, delivery management and data collection.

Andrew explains that while technology offers opportunities, introducing change needs to be carefully managed:

“We were mindful of the workforce that we’ve got and some of them are perhaps not all digitally confident. We didn’t want that to overwhelm the staff.”

Instead, the team is gradually building confidence and exploring how data and digital tools could help strengthen the service in the future.

Andrew and his colleagues are also thinking more broadly about how Meals on Wheels may need to evolve over time.

“To sustain it and modernise it, I think there is something around what else the service can offer.”

This includes exploring wider wellbeing support, helping people remain active at home, and wider preventative approaches to ageing well.

Operational challenges and rising pressures

Like many providers, Fife Council’s service has faced increasing operational and financial pressures in recent years, including overheads, staffing and energy costs.

“Fleet costs, obviously a massive cost to any Meals on Wheels provider. It was one of the big reasons we decided to go all electric. One, because of our climate change and net zero ambitions as an organisation, but also to reduce what is now hugely expensive fuel costs.”

Despite increases in food supply costs, the service currently operates with a significant public subsidy to ensure meals remain affordable for customers.

“If we were a commercial operation, you would look to offsetting costs by increasing the charges by up to 30%. This would make it unaffordable for many of our customers.”

One of the most significant operational challenges recently came following packaging changes introduced by their food supplier. The shift from foil trays to plastic CPET containers created issues around transport stability, heat retention, and delivery logistics.

“The team had to be really creative. We ended up wrapping some of the new plastic trays in foil. The workaround then becomes the norm. It doesn’t fix the issue… but people just find ways to keep things moving.”

Andrew credits the persistence of frontline staff for helping the service adapt while maintaining continuity for customers.

Why the service matters

Reflecting on the wider role of Meals on Wheels within health and social care, Andrew is clear about the consequences for hospital admissions and social care demand if services were not available.

Andrew also believes broader conversations are needed about access to nutritious food more generally. He reflects on the frustrations of trying to sustain and defend essential frontline Meals on Wheels services.

“There’s always typically a focus on school meals, which is a statutory responsibility. There’s additional funding that’s come in for school meals from the Scottish Government. But there’s a discussion around, ‘why should feeding elderly and vulnerable people, in their own homes, be any different?’. We need to be talking about feeding those in need across communities in general, whether it’s children and young people, whether it’s elderly, vulnerable people, whether it’s those families who at school holidays, their children don’t get access to school meals. Everybody has the right to good quality, nutritious, tasty food.”

For Andrew, Meals on Wheels is part of a much bigger issue around dignity, nutrition, loneliness, and community connection.

“How do we reconnect communities around food?”

Lynne Garvie, Director of Health & Social Care Partnership, meeting with Karen Lessels, Meals on Wheels Driver, and Stella Stewart, Hospitality Team Manager, at one of their local Meals on Wheels kitchens during the National Association of Care Catering (NACC) National Meals on Wheels Week

Looking ahead

Andrew believes the future sustainability of Meals on Wheels will depend on innovation, collaboration, visibility, and evidencing the service’s value.

He stresses the importance of continuing to showcase the service and share evidence of impact.

“There’s a challenge when you work in the public sector that you don’t always shout about or show off what you do, as it’s expected of us as public sector organisations. But the more that we can showcase the service and celebrate it and shine a light on it, the more it gets into focus.”

Andrew also reflects on the value of human connection, and the importance of having time to simply sit and talk.

“If we had some more staff… The utopia would be for the drivers to be able to spend a little bit more time with the clients who would like and need a little bit more time.”

Advice for other providers

For people considering developing a new Meals on Wheels service, Andrew advises:

“Focus on nutrition and social connection together. Meals on Wheels is not just about delivering food – it’s about supporting people to remain connected, independent, and well.”

He also reflects on the importance of challenging misconceptions around who Meals on Wheels is for, and what modern services can offer. He believes there is still significant misunderstanding around eligibility, affordability, and the wider value of the service.

And if an existing Meals on Wheels provider came to Andrew for advice, he emphasises the importance of visible leadership:

“You need to be out there, you need to be speaking to people, you need to build up that trust, that confidence, that credibility. And use any influence that you might have, the connections that you’ve got, to support the service.”

He also stresses the importance of spending time within the service itself, to understand operational realities, workforce pressures, customer experience and frontline challenges:

“You need a real understanding of the issues, the challenges, and the people delivering the service before you start to manage the service.”

Andrew’s question to other Meals on Wheels providers

“What does the future of Meals on Wheels look like? And how can we work together to ensure services remain sustainable and relevant in the years ahead?”

This reflects one of the strongest themes throughout our discussion: not just how services operate today, but how the sector continues to evolve in response to changing communities, technologies and expectations.

Learn more about the Fife Council Meals on Wheels service
Contact: sw.enquiries@fife.gov.uk | 03451 551 503

Do you run a Meals on Wheels service and have thoughts or experience to share? Join the conversation with other Meals on Wheels providers via our WhatsApp Community.

CAMMS Meals on Wheels Ltd

02/06/202630/05/2026 by Angeliki Papadaki

A CAMMS Meals on Wheels team member delivering a meal to a client at home

Provider in Focus | CAMMS Meals on Wheels Ltd

Discussion took place on 6th May 2026

This month, we’re speaking with Justina Augustaviciute, Charity Manager of CAMMS Meals on Wheels Ltd, a service operating in Cambridgeshire.

In this Provider in Focus, Justina shares what it takes to run a Meals on Wheels service across Cambridgeshire and Fenland – from managing rural delivery routes (covering 50-60 villages across Cambridgeshire) and rising costs, to reaching isolated older people and supporting families from afar.

Justina Augustaviciute, Manager of CAMMS Meals on Wheels Ltd, attending a local community event to raise awareness of the service

Justina Augustaviciute, Manager of CAMMS Meals on Wheels, attending a local community event to raise awareness of the service

Delivering more than a meal

CAMMS Meals on Wheels delivers hot meals across a large rural area, operating from two bases and reaching people across Cambridgeshire and Fenland.

The service supports mainly older adults who want to remain living independently at home but need support with accessing or preparing food.

As Justina explains, the service is about far more than delivering meals:

“We provide welfare checks, which I think is sometimes more important than the hot meal deliveries.”

Drivers are DBS-checked and, where appropriate, trusted with key safe access so they can respond if a customer is unwell, unable to answer the door, or has had a fall.

“We have unfortunately had cases where the drivers did enter the house and found our customers unconscious or after a fall… this is where I think our service becomes vital.”

The service also provides reassurance to families – particularly those living far away from relatives.

“The service is not only for the people themselves – it’s for their contacts, their children… many live far away, even abroad. Meals on Wheels is a lifesaver.”

“I’m not saying we are the most important service in the world, but we are extremely important… I can’t even imagine what would happen with quite a few of our clients if Meals on Wheels wasn’t here.”

Image: A CAMMS Meals on Wheels team member delivering a meal to a client at home

A familiar face and a daily routine

Justina describes how important daily contact can become for many customers.

For some, the delivery driver may be:

The only person they see that day
A source of routine and reassurance
An important connection to the outside world

“We have people literally coming outside and waiting for the drivers to come.”

“Meeting the delivery driver every day, sometimes seven days a week, becomes an essential part of their life.”

One of the CAMMS Meals on Wheels Ltd drivers preparing to deliver meals in the community

One of the CAMMS Meals on Wheels drivers preparing to deliver meals in the community

Running a flexible service in a challenging environment

Operating across rural areas brings logistical challenges, but Justina emphasises that flexibility is key.

New referrals are carefully matched to routes, with office staff and drivers working closely together to manage capacity and geography.

“We have a system, but it’s also very much run by people.”

At the same time, the service faces increasing financial pressures. Like many providers, CAMMS Meals on Wheels has experienced:

Rising supplier costs
Increased fuel prices
Higher staffing costs and national insurance contributions
Declining new inquiries following price increases

“We are left to manage these things on our own… it’s very difficult to pay for supplies, pay drivers’ wages, and still remain not-for-profit.”

Meals being prepared and packed for delivery as part of the daily CAMMS Meals on Wheels Ltd service

Meals being prepared and packed for delivery as part of the daily CAMMS Meals on Wheels service

Justina is clear that raising awareness and attracting new customers is becoming increasingly important for sustainability.

Marketing and visibility matter

One of the strongest themes throughout our discussion is the importance of visibility and community engagement.

Justina spends significant time promoting the service directly in local communities.

“If you don’t have a lot of funds for paid advertising, you have to do it yourself… my tip is never give up on the hard work.”

One practical approach that has worked well is targeted leafleting.

“If you already have a customer in a particular area, make sure you deliver leaflets nearby as well.”

This helps reduce additional mileage costs while reaching people who may benefit from the service.

Representatives from CAMMS Meals on Wheels Ltd attending a local community event, helping to raise awareness of Meals on Wheels services and connect with potential supporters and partners

Representatives from CAMMS Meals on Wheels attending a local community event, helping to raise awareness of Meals on Wheels services and connect with potential supporters and partners

To help raise awareness, the service also uses:

Facebook
LinkedIn
Networking events
Community contacts
Local organisations and community navigators

“We need to make sure people know we exist and how to find us.”

The role of communities and local connections

Justina highlights the importance of building relationships with people already embedded within communities.

This includes:

Community navigators
Churches and community centres
Cafés and local businesses
Social prescribers and neighbourhood organisations

These local connections can help providers identify:

Who may benefit from the service
How to reach isolated individuals and families

“The people who are known in the community need to be contacted the most.”

Why the service matters

Reflecting on the wider role of Meals on Wheels, Justina points to both the health and social care impact of the service.

“There has been great research showing fewer hospital admissions with Meals on Wheels provision.”

But she also emphasises something that is often overlooked: the support provided to families and unpaid carers.

“Meals on Wheels is a peace of mind for families… at least they know their relative will receive a hot meal and someone will notice if something is wrong and notify them.”

When asked what would happen if the CAMMS service did not exist, she pauses before answering:

“I honestly don’t know… Some of the people, and that I know for sure, they are completely lonely, completely unable to provide food for themselves, to get the supplies and to cook and reheat the food… I think it would be much worse than it is now.”

Looking ahead

Justina believes providers would benefit greatly from stronger opportunities to connect and learn from one another. She would welcome:

More opportunities for peer learning
Shared marketing ideas
Easier communication between providers
Stronger platforms for evidencing impact

“It would be great if there was a network – a sort of Meals on Wheels hub – where providers and service managers could easily communicate and share ideas.”

She also reflects honestly on the emotional labour involved in running a not-for-profit service.

“You put a lot of work in to receive maybe 20% of the result you would in a for-profit organisation… it’s like chasing the wind in a field – you still need to get the result but with very few resources. I learnt the hard way that more punches will be thrown at you than praise. But you keep going because you care.”

Advice for other providers

For people considering developing a new Meals on Wheels service, Justina advises:

“Be flexible. Have your system set, but allow it to bend.”

She explains that rigid step-by-step systems often do not reflect the realities of running a community-based service supporting vulnerable people.

“In charities, step-by-step guides do not work.”

And if an existing Meals on Wheels service came to Justina for advice, she emphasises the importance of:

Flexibility in staffing and operations
Balancing workloads carefully
Avoiding unnecessary complexity
Remaining open-minded about how services are organised

She also highlights the importance of building strong communication across teams and maintaining a people-centred approach when working with clients and families.

Justina’s question to other Meals on Wheels providers

“What has been the most effective way of marketing your Meals on Wheels service – and who do you find is the most important audience to reach?”

This reflects one of the key challenges discussed throughout our conversation: ensuring people know services exist and understand how they can help.

Learn more about the CAMMS Meals on Wheels service
Contact: enquiries@cammsmealsonwheels.org | 01223 314 288

Do you run a Meals on Wheels service and have thoughts or experience to share? Join the conversation with other Meals on Wheels providers via our WhatsApp Community.

Fair Close Meals on Wheels service

11/05/202608/05/2026 by paulbarrington@outlook.com

Provider in Focus | Fair Close Meals on Wheels service

Discussion took place on 30th April 2026

This month, we’re speaking with James Wilcox, Chief Executive of Age Concern Newbury, who run the Fair Close Centre, including a Meals on Wheels service operating in Newbury and Thatcham in West Berkshire.

Delivering freshly cooked meals six days a week to around 55 customers, the service combines a professional kitchen with a strong volunteer network. At its heart is something simple but powerful: food, connection, and care, delivered together.

Service Snapshot

Location: Newbury & Thatcham (West Berkshire)

Customers: ~55, many receiving meals daily

Delivery: 6 days a week, Saturday meal delivered on Friday

Team: 2 core staff + ~35 volunteers

Meals: Freshly cooked on site

“If Meals on Wheels didn’t exist, I think some people would go hungry and their families wouldn’t know about it… a lot of people would go into a care home sooner… And I think quite a lot of people would just find themselves getting out of the habit of eating. I don’t think anyone would be better. I think it’s a lifeline.”

Image: Fair Close’s Kitchen

About the service

The Fair Close Centre supports mainly older adults living independently, often in their 80s, many of whom live alone. While meals are central, the service plays a wider role for both individuals and their families.

As James explains, families are often the ones arranging support.

For those receiving the service, the impact is immediate. Feedback is often simple but telling: people are grateful, and over time, the service becomes part of their routine and wellbeing.

“They want the reassurance to know that their parents are eating properly and that they eat every day.”

What makes this service different?

For James, two things set the Fair Close Meals on Wheels service apart: human connection and food quality.

“It’s not like an Uber delivery driver or a takeaway – it’s a DBS-checked volunteer, nearly always delivering to someone they know. So there’s a relationship.”

This relationship also brings an important safeguarding role, with volunteers able to notice changes or concerns.

Alongside this, the service focuses on freshly cooked meals prepared on site:

“Being freshly cooked… the nutritional value over and above the microwave meal is something I want to emphasise. You can taste the difference.”

Preparing for the day’s Meals on Wheels deliveries at Fair Close

What’s working well in practice?

Freshly cooked meals at a manageable scale

The team has retained a model that allows them to cook on site while maintaining quality and flexibility

Strong volunteer network

Around 35 volunteers deliver meals, often building relationships with the people they support

Tight control of food costs

Despite rising prices, the service has maintained nutritional quality without compromising standards

Integrated systems

A CRM system linked to invoicing helps manage customer information, billing, and allergen tracking more efficiently

Challenges and reality

Like many services, Fair Close faces ongoing pressures – particularly around sustainability and demand. Because they support older people, there is natural turnover, with individuals moving into care or experiencing declining health. This makes outreach and awareness an ongoing priority.

James also highlights the importance of marketing – particularly reaching families, who often play a key role in decisions about care.

“There’s a constant need to find new customers.”

“The Meals on Wheels offer is not outdated. I think it needs to be promoted as freshly cooked food delivered by friendly people.”

Looking ahead

Despite challenges, James is optimistic about the future and sees clear opportunities to grow.

One key area is developing a home-from-hospital support offer, helping people recover at home and avoid readmission.

“There is real scope locally to develop a home-from-hospital package… we’d be helping more people who really need the help to get back on their feet so they don’t then relapse and go back into hospital.”

The ambition is to grow from around 55 to 75-100 meals per day, while maintaining quality and connection.

James also reflects more broadly on the future of Meals on Wheels:

“I believe in Meals on Wheels… it shouldn’t be seen as something outdated, but something that’s right for the next generation too.”

Why it matters

For James, Meals on Wheels plays a crucial role in the wider health and care system. But this isn’t always fully recognised.

“The virtue… the health benefits of Meals on Wheels come full circle over time. If decisions are just driven by cost, it misses the point, because nutrition and wellbeing contribute to the health economy… it needs to be much more holistic and think about the whole system.”

He points to the need for stronger evidence to support decision-making:

“We need the evidence and the data to make the case for change. The social value metrics and the economic metrics. And when that case is made, I think we’ll be able to grow Meals on Wheels across the country. I believe it’s possible.”

Working together as a sector

A recurring theme throughout our conversation was the importance of collaboration.

“There’s every opportunity for us to be part of the Meals on Wheels community across the country. That’s what’s so refreshing about the Meals on Wheels UK project, is we’re not alone. We have a common purpose.”

James is clear that sharing knowledge across Meals on Wheels providers is essential – from operational tools to approaches to scaling and partnerships.

“Learning about automation, learning about what others are doing, learning about how to scale, sharing data across a wider data set, all these things are great for all of us. And ultimately, we’ll be able to support more people, and better, collectively.”

He adds:

“If we’re all prepared to share that knowledge… and we do see that we’re in it together as people across the country supporting an ageing population, I think there’s a lot to be learned. The Meals on Wheels proposition can grow across the country. To do that, we’ve got to work together.”

This reflects a growing recognition that strengthening Meals on Wheels across the UK depends on learning from each other and working together.

Advice for other providers

For people considering developing a new Meals on Wheels service, James advises:

“Plan it well – and go and talk to someone who’s done it.”

And if an existing Meals on Wheels service came to James for advice, he emphasises being open to learning:

“Let me come and see you – I might learn something too.”

James’ question to other Meals on Wheels providers

“How have other providers convinced their local authorities to work with them to develop a home-from-hospital Meals on Wheels support package?”

Learn more about the Fair Close Centre’s Meals on Wheels service
Contact: ldavies@fairclosecentre.org | 01635 40488

Do you run a Meals on Wheels service and have thoughts or experience to share? Join the conversation with other Meals on Wheels providers via our WhatsApp Community.